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39 minutes | 8 days ago
Introducing Mark Bruckbauer
In this episode of Windshield Time, Chris and Chris bring on special guest, Mark Bruckbauer, who is the newest coach at Service Excellence. Stay tuned to get to know Mark!
35 minutes | a month ago
Asking the Customer to Buy
This week on the podcast, Chris Elmore and Chris Loudermilk talk about how you should be asking the customer to buy, but not before you’ve earned the right to ask. You have to earn the right by doing all of the things upfront that help build value, discover needs and wants, and make it easier for you to ask. You then have to be direct and ask for what you want. You must also be willing to stand up and fight for your recommendation. Asking the customer to buy is more than just asking them a question.
34 minutes | a month ago
Selling the Seemingly Unrelated Items
This week on the podcast Chris Elmore and Chris Loudermilk talk about selling the seemingly unrelated items on a call. A customer calls for one of three reasons: a problem, maintenance, or a quote. On each of these types of calls you will find items that the customer may not have expected were related to the reason for their call. Chris and Chris talk about how to reset the customer’s expectations in the beginning, how to deliver on those expectations, and how to tie everything together.
29 minutes | a month ago
Set Up The End at The Beginning
This week on the podcast Chris Elmore and Chris Loudermilk talk about preparing for the end at the beginning. Every service call is unique; however, you should always start every call the same way. At service excellence, we teach the PRESS PLAY process which includes Prepare, Relationship building, Evaluate with questions, and Settle Anxieties. These principles help you set up the end at the beginning by helping you have a great conversation with the customer that answers unspoken questions, uncovers hidden needs, and sets the expectation of how things will go. Doing these things helps you set up the end at the beginning making the ending easier.
35 minutes | 2 months ago
How to be Courageous in Your Work
We are finally back! This week on the podcast Chris Elmore and Chris Loudermilk talk about what it means to be courageous as a technician or salesperson. The best techs and sales people out there are courageous enough to try things even if they fail or even if there is a possibility of failure. Normally technicians will avoid situations where they might fail. But those courageous enough to fail can become superstars. We discuss how you can be courageous and be the best you can be.
40 minutes | 3 months ago
Handling the "I Need a 2nd Opinion" Objection
This week on the podcast, Chris Elmore and Chris Loudermilk continue the series on objections with “I’m getting multiple bids” or “I need a second opinion.” This objection can sometimes be the most awkward objection to deal with. But just like every other objection, we should seek to eliminate or minimize the power of this objection by having a great process and following that process before we ask the customer to buy. As always, if we do get an objection the best way to handle it is with LEAP. Chris and Chris talk about how to minimize or eliminate the multiple bids or second opinion objection through your process and how to use LEAP if it does come up. Loudermilk also flexes the pipes and gives you another taste of his unique singing style!
41 minutes | 3 months ago
Handling the "That's Too Expensive" Objection
This week on the podcast, Chris and Chris continue discussing how to handle objections with “That’s too expensive” and “I can’t afford it”. These objections can get confusing because they can mean the same thing. They can also mean different things. So how do you know? On this episode we do what we have done with the previous objections. We break it down to truly learn what the customer may mean when they say the objection. It’s important to listen to what they’re saying but also to hear what they’re telling you. Get read to LEAP through the money objections.
37 minutes | 3 months ago
Handling the 'Think About It' Objection
This week on Windshield Time, Chris and Chris discuss how you should handle the “I want to think about it” objection. This objection can be the vaguest of all the objections you will get from a customer. The key for this objection, just like all the others, is to LEAP. Listen, empathize, ask questions, and problem solve. The first thing is to understand why a customer would say “I need to think about it”. Once you have understood why they might say it, you must then empathize and ask a question to determine if it is a smokescreen or condition. Chris and Chris talk about this and demonstrate how you can do it. But it only works if you are bold enough to LEAP!
46 minutes | 4 months ago
Handling the "Talk to My Spouse" Objection
This week on the podcast, Chris and Chris talk about handling one of the most awkward objections: “I need to talk to my spouse.”
41 minutes | 5 months ago
The Customer's Expectations
This week on the last podcast of the year, Chris Elmore and Chris Loudermilk talk about the customer’s expectations. Your customer has an expectation of how the call will go before you even get there. these expectations are informed by past experiences, word of mouth, online research, and other people’s opinions. No matter how your customer’s expectations are informed, you must reset those expectations in order to serve them the best. Chris and Chris talk about how you can reset your customer’s expectations and become the best company that's ever been to their home. They also share some exciting news about the future of the podcast. Happy Holidays to everyone!
34 minutes | 6 months ago
Overcoming the Fear of Using Your Knowledge
This week on the podcast, Chris Elmore (the host) and Chris Loudermilk (the assistant to the host) talk about the ways you can overcome your fear of implementing the techniques you learn for communicating with the customer. They discuss: How to practice every day. Establishing rituals to help you stay on track. Holding yourself accountable to your results. Fear of implementing is the number one thing holding back most technicians from hitting their personal and professional goals. Do these things to overcome that fear and gain confidence.
32 minutes | 6 months ago
Encore - Handling Objections
In this encore episode of the podcast, Chris Elmore and Chris Loudermilk continue their discussion on handling objections. Specifically, this week they discuss how to handle the “multiple bids” objection.
48 minutes | 6 months ago
Encore: Overcoming Fears of Selling
In this encore presentation of the podcast, Chris Elmore and Chris Loudermilk talk about how to overcome your fears of selling. Most of us sell something in our daily lives. Even when we were babies, we had to sell someone on feeding us when we were hungry, holding us when we were fussy, and changing our diapers when we needed it. As we’ve gotten older, it’s gotten harder to sell. We have to learn to sell in a different way. As techs or salespeople, you are selling all day long, every day. For some, it can be a very anxious and fear-filled experience.
35 minutes | 7 months ago
Don't Be a "Mall Cop" Tech
Today on the podcast Chris and Chris talk about the presentation you should be making to your customers on every call. Most techs will report back to the customer with all of the issues they found. It usually involves the tech listing out the issues and then asking the customer what he or she thinks. But the customer doesn't know. They're not the expert. You are the expert and an expert makes a purposeful, customized presentation with the best recommendation.
35 minutes | 7 months ago
LEAP Through Objections
All of you will face objections of one type or another when asking your customers to buy. On this episode of the podcast, Chris and Chris show you how to LEAP through Objections.
41 minutes | 7 months ago
Age and Lack of Maintenance
On this episode of the podcast, Chris and Chris talk about something that makes everything fail eventually: Age and lack of maintenance. It's a concept everyone understands – if you don't do maintenance, cleaning, adjusting, and testing on a regular basis, things breakdown and wear out. Whether its a car, an HVAC system, an electrical panel, or even your body, everything succumbs to getting older and the lack of maintenance. Your customer needs to be aware of how age and the lack of maintenance affect their systems.
33 minutes | 8 months ago
You Gotta Have A Strong FU (Follow Up) Game
This week on the podcast, Chris and the Assistant to the Host, Chris Loudermilk discuss the FU – Follow Up game. You must have a great FU game to be great at converting opportunities. We all know that some opportunities don’t get done in one visit. Following up is crucial and you must have a great FU game plan.
43 minutes | 8 months ago
Throwback Episode: Expert Consultant
In this episode of the Service Contractor Radio Show, we're sharing one of our episodes from the past. This podcast is all about finding your worth, becoming a better provider and coming into your own as an expert consultant.
47 minutes | 8 months ago
Making a Great Case
Today on the podcast, Chris and Chris talk about making a great case for the customer to take your professional recommendation. Just like Tom Cruise in the movie A Few Good Men, you have to bring together seemingly insignificant and disconnected facts to make a great case and win over the jury. In the movie, Cruise's character is trying to get Jack Nicholson's character, Colonel Jessup, to admit that he gave an illegal order that caused the death of a marine. Cruise uses a phone bill, the Colonel's travel habits, and airport log books to make his case. He tied all of those things together using his presentation skills. He convinced the colonel to admit he gave the order. It was apparent to the jury and undeniable to the audience. You need to make a great case so it's apparent and undeniable to your customer to go with your recommendation.
41 minutes | 8 months ago
Prescriptions Aren't Just for Doctors
In this episode, Chris & Chris discuss prescriptions. We use "Prescriptions" in the PRESS PLAY model. And not by coincidence. We use it because it accurately describes what you should do as a tech. Just like a doctor, you should prescribe a treatment that is your professional recommendation. This is your prescription.
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