Welcome to Selling Skills for Service People
How to use this course
What is Exceptional Service?
Great Service Person vs. Bad Sales Person
A new auto mechanic shop
New auto mechanic shop worries. Just an oil change!
Fears
Order Taking - figure out your own problems!
Product Dump
Products are solutions to problems
Rule #1: Problem before Product
Knowledge Check
Buying is a process
Buying Decisions
What do we know automatically?
Why do they act like they are not interested? Consumer fears.
Knowledge Check
Buying Cycle - What does it do?
Buying Cycle Overview - The Wheel
Buying Cycle High Level Overview
Introduction / Interview
Spotting potential problems
Preconditioning Statements or "Buffers"
Quick Interview Structure
Potential next steps
Quick Interview Applied
Quick Interview Example
Knowledge Check
Future problems that come with life changes "Purposeful Chit-Chat"
Questions to get people talking
Family Changes Example
Spotting Potential Problems - Excercise Briefing
Download worksheets - Spotting Potential Problems
Spotting Potential Problems - Debriefing
Find Out!
Knowledge Check
Why do people ask about Rate or Price first?
What do we know immediately?
What is the best outcome for them and us?
Structure to respond to the rate inquiry
How does a "higher level of service" sound?
Knowledge Check
Personal Development
Personal Action Plan
Sign-up for free resources here
Program Evaluation
