Matt, How Do I Present Options to the Customer?
In this edition of "HVAC Skill Builder," Matt discusses how to present options to the customer
Matt, how do I present options to the customer? Well, there's a few ways to do it. Uh what I used to do when I was a technician in the field, I would provide them three sets of options and what those included was the first option was typically the most expensive, the biggest investment and that would get their system up and running. It would give them a preventative and also give them an enhancement. Well, the next option was still getting the system up and running and a preventative and sometimes you can add enhancement on that and the third one like to call the off ramp that gives the customer the option to go off to the site to just get that system up and running and that's going to be just the repair as is in typically the service call and one way to that can help you augment that is by adding warranties into your options to have the customer pick the option that we all know is probably best for them instead of just putting on a band aid so for example if you want to put just the exit ramp on there the customer would not have a warranty or anything like that because we haven't solved the problem which caused the failure initially and that's another key part of presenting options is identifying the root cause, presenting those options, and help the customer make an informed buying decision.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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