|Secrets to Selling Service
Are you cutting your sales
from so many salespeople who are unsure of how to sell service
contracts. They know their relationship with the customer shouldn’t
stop at device installation, but they struggle to guide the service
Service contracts are
important for companies and clients alike. They provide the company
with consistent contracts and customer loyalty, while clients benefit
from support and long-term savings. Unfortunately, a lot of customers
don’t understand the value. They worry the contract won’t show any
return on investment.
After hearing what a
widespread problem this was, we started putting together a few tips and
tricks to help turn those service plan conversations into service plan
sales. Here are just a few of those tips on selling service contracts,
and what you should include in your offering!
tips to selling service contracts
the service contract in your sales process
miss 100 percent of the shots you don’t take” might be an overused
quote, but it’s no less true. If you don’t work service contracts into
every customer conversation, you won’t sell any. It’s as simple as
that. You could provide an itemized list of service contract prices in
your quotes; put together a package of services and benefits, or simply
train all sales staff to follow a template. However you do it, make
sure you start the service contract conversation when you are having
the new construction conversation. That way, the client can transition
smoothly from installation to warranty and service plan.
lots of flexible options
client’s needs will be different, and it’s important to recognize that
when you’re planning their service contract. If the client needs more
attention, tailor their contract to provide training, maintenance, and
regular visits. If your customer seems confident, you can be more
hands-off. Think mix-and-match, rather than structured tier solutions.
This is equally important for tight budgets: if your client doesn’t
have the finances for an expensive contract, don’t bleed them dry.
Instead, customize the service plan offerings by prioritizing certain
items over others. Then, adapt the contract year over year as the
client’s needs change.
- Build relationships with the customer
contracts can help you to build a long-lasting relationship with your
customers — if you put in the effort. If they don’t feel their service
contract is giving them enough return, don’t count on the customer to
stick around. You have to show that you value their loyalty and
continued business, by providing the best products and services. With
some care and attention, you can shape a service contract that makes
your customer feel appreciated. In turn, they’ll show you loyalty.
Three items to
include on service contracts
When your clients
need help, make them feel like a primary concern with priority care.
Informally, you can push their requests for emergency help to the top
of your list. Or, you could formalize priority care with a service
level agreement (SLA), specifying how soon clients can expect help in
the case of an emergency. Your customers could even pre-pay for these
calls, with credits they can use at any time. Alternatively, if the
customer doesn’t have a service contract, you are not being paid to
help them when problems arise. Slower response times can help push them
to see the value of a service contract.
training, tips, and tricks
If your client needs
a lot of support, offer them training, tips, and tricks. Of course,
tips and tricks will never replace maintenance and regular system
check-ups. But even some basic training can make your client feel more
confident managing their building from day to day.
online and remotely
come up. You might not need to get the trucks rolling and boots on site
for every call, though. Some emergencies only require online or remote
support. By providing help through chat, phone, email, and even social
media, you can save time and money for both the client and your team.
aren’t always an easy sell. It takes time, effort, and attention to
show your clients that they can’t pass up on a service contract. If you
do put in that extra energy, though, you and your clients will both
benefit in the long-term. Want more information? Read our five tips for successfully selling service contracts.
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