Tough Calls: Phone Presentation Wants You To Talk To Spouse CLIENT: - PDF document

Tough Calls: Phone Presentation Wants You To Talk To Spouse CLIENT: “Could you please talk to my husband Tom about this? I think he should hear what your saying. Would you mind talking to him on the phone?” YOU: “Not a problem. Katie do you think you would do a better job of explaining to Tom about the (plumbing-hvac-electrical) problems and how to fix them? Or do think I would do better since I’m the (plumber-hvac tech-electrician)? CLIENT: “No, I want definitely want you to explain everything.” YOU: “That’s exactly what I thought. Before we call Tom, which solution do you think is the best one out of the bunch so I can take that into consideration before I call?” CLIENT: “I want to get this fixed more permanently so I think the 3 rd one is good.” TECH: “ That’s a great choice, what do you like about that one?” CLIENT: “The warranty and service and the fact that you’ll renovate the whole thing.” YOU: “Now before I call Tom, how does he normally purchase things like this? Is he more of a high end, mid-range or economy buyer when it comes to fixing things around here?” CLIENT: “ I think he will want the third or fourth one since he’s a bit more frugal.” YOU: “Well that will be very interesting to see if you’re right. So when you call Tom and he asks, “What’s going on?” please just introduce me to him, hand me the phone and I’ll explain all the faults with the system and the solutions. Is that okay?” CLIENT: “ Yes thanks that’ll be great.” See Next Page >> 1

Preparing Them For The Phone Presentation TECH: “ Hey Tom, how are you today?” CLIENT: “I’m afraid to say yet. What’s going on over there?” YOU: “Tom I can imagine how it must feel to have Katie call you and tell you the (plumber-hvac tech-electrician) needs to talk to you. I’ve got to be the last person you wanted tot talk to right?” CLIENT: “ Yeah tell me about it.” YOU: “Is now a bad time for you because if you prefer to have this conversation in person when you get home from work tonight instead I can understand that. Are you going to be able to concentrate on talking right now?” CLIENT: “ Yes let me tell my secretary to hold my calls.” Money Warning By Phone YOU: “Tom first of all I don’t like what I’m seeing here the problem is much worse that I originally thought. But don’t worry I’ve got some solutions… (Oh Boy that sounds bad.) Right now we have a fracture fault in the (ignition-water delivery-electrical conductor) and my greatest fear is that since the system is 18 years old this could just be the tip of the iceberg and we will be seeing more and more things begin to fail. (Ugh) But don’t worry because I have 6 options. The first one is probably more than you want, probably too premium with too much service but I have some other more economical options for you. Katie has already seen all the options and has picked out the one that she liked best. So just listen to all the options and choose which one you like the best and then you and her can talk about it and then we can bring this to a conclusion with the solution that you both think is best for you and your family okay?” CLIENT: “ Okay.” See Next Page >> 2

Presentation By Phone TITLE: “The top option is called our Platinum Plus (ignition-water delivery-conductor) renovation. This includes renovating the whole system. I did this for you Tom because I see that you are busy working and I didn’t want to have to keep interrupting you at work by having to come back to fix this system one problem at a time. INCLUDES: “ This also includes and (surge protector-pressure regulator) I did this for Katie because I don’t want her to be here with your daughter Jamie and then a (voltage surge-high water pressure issue) causes a problem when you’re not here.” WARRANTY: “ This includes a 5-year “can’t write a check” warranty which I did because for you Tom because I don’t want this system to keep nickel and diming you with repairs.” SERVICE: “ This also includes a 5-year “can’t write a check” service agreement which I did because this is a major renovation and the rest of the system is still 18 years old and I want to keep and eye on things so Katie isn’t caught off guard with and problems when you’re away. Take a guess Tom, how much do you think the investment will be for this?” CLIENT: “I don’t want to guess, how much?” YOU: “What if I said it was $3,500?” (I’d say you’re nuts!) Great! Because it’s only $2,797. What should we do?” CLIENT: “I can’t afford that much. No way we can do that!” YOU: “Not a problem, that’s exactly what Katie said too. The next option is the same as above with a 4-year warranty and without the surge protector and that is $1,988. What should we do?” CLIENT: “Can I talk to my wife?” YOU: “Sure Tom, here Katie why don’t you tell Tom which one you liked the best?” CLIENT: Katie – “Tom I liked the one for $1,569 with the 3 year warranty.” CLIENT: Tom – “Alright, let’s do that one.” 3