Discovering the Customer’s Needs

“What do you think I should do?”, says the anxious customer. The well-intentioned technician will tell the customer what to do, not realizing this is a trap! What most of us think when we get asked that question is that the customer wants us to decide for them, and they really don’t. What they really want is for someone to fully understand their problems and desires, and to help them understand what choices would be appropriate for them. They want to decide, but they trust the technician to help them understand the pros and cons of their choices. None of this can happen without the technician first asking the customer what is important to them! This Sales Byte™ will include the tech version of the Home Comfort Survey, show them how to “translate” customer needs into possible system solutions, explain how to effectively communicate in non-technical, benefit-oriented terms, and how to sell the product themselves or “hand off” the lead to the sales person. Help your customers help themselves…but investing an hour of your time with us on April 9.