Matt, How Do You Handle the Customer Objection, “I Found the Part Cheaper Online.”
In this edition of "HVAC Skill Builder," Matt discusses how to handle the customer objection: "I found the part cheaper online."
Q: How Do You Handle the Customer Objection, “I Found the Part Cheaper Online.” A: Well, that is very common in today's climate since most people have access to the Internet. And yes, you can find parts cheaper online, just virtually for anything you want. However, what you need to explain to the customer is that you have a value-building proposition to let them know that if you do this repair, you can warranty it for however long it is. Also, you're having it professionally installed because some customers may get these parts offline, try to put it in themselves, and they don't know safety practices for electrical safety and they could put them at risk for injury. And also, again, you're able to put a warranty on that and you've diagnosed it. So, again, I do know that you can get stuff cheaper online. However, it's very, very important that you explain to the customer the benefits of having you put it in versus them buying that part and putting it in themselves because that part could fail and more likely there may not be a warranty on that. However, if they use your company, you can provide the warranty for them and get the issue solved.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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