We have all tried to encourage and instruct our Delivery and Service Technicians to be aware of and sell add on products and services. Some have been successful and others have, well let’s just say they have NOT been successful.
This is a tough “sell” (No pun intended) for all of us. We need to realize that our team are not natural sales people and this is way out of their comfort zone. However, we can still achieve our goal of increasing our products and services with our existing customer base.
Try the following three step approach
Step One: They Have to BELIEVE
The team needs to believe both in the products and services you are trying to add on to existing customers and that they bring value to those customers. Remember this team is face to face with these customers daily, weekly, monthly, etc.… and the team does not want to lose face over some sales pitch.
If we do not achieve buy in from the team on these two points they will think we are not just trying to “SELL” the customer something they don’t need.
Step Two:Teach them to Teach (Education is Key)
We must TEACH our team about these products and services, by both increasing their knowledge base but primarily for them to “Educate” the customers. Delivery and Service Team members are typically amazing teachers. They love to show someone how things work. There are some exceptions to this thought, but for our purposes, let’s agree that Delivery and Service Technicians like to teach.
Step Three:Script NOT to SELL
Let’s come along side of our team and give them a script of not only what to say but what to look for. First, on what to look for. Walk them through several of your customers that have been identified in the past and have added on the new Products and Services. Add to this the success that the customer has had since the adoption of these new Products and Services and you will be speaking your team’s language.
But you must also provide them with clear and simple talking points for when they engage the customer. A Script, but in their language. The objective here is to provide a path for them to communicate with the customer, succinct within the course of our routine deliver or service being provided.
Use these three steps to help your team Super-Size without selling and grow your base business.