2. Collection. As the diagnosis begins, the technician continues to
build rapport while quietly collecting information:
– How does the customer feel about the appliance?
– Are they leaning toward repair or replacement?
– What are their long-term plans for the home or kitchen?
These answers often come out naturally through conversation,
not interrogation. Customers who share that they "plan to retire in
this house" are telling us they're likely to invest in reliable repairs or
replacements that add long-term value versus customers who
planning to sell their home in the near future; their choices and
decisions will be different.
3. Presentation. Once the diagnosis is complete, the technician
presents solutions. And this is where the power of sales-as-
service shines:
–
Option 1: A basic repair to get the machine running again.
–
Option 2: An enhanced repair that adds life-extending parts or
services.
–
Option 3: A replacement recommendation if the customer never
liked the look, performance, or reliability of the old unit.
The presentation isn't about spending the customer's money
for them. It's about being their advocate and advisor. And because
the technician has built rapport, customers will often ask, "What
would you do?"
When that happens, a well-prepared technician can confidently
guide the customer – because they've collected the information
needed to give an honest, professional recommendation.
WHY THIS MATTERS FOR THE INDUSTRY
When technicians embrace the idea that service is sales, it is a win,
win, win for the customer, the incentivized technician, and the company!
1. Customer loyalty deepens because the homeowner sees the
technician not just as a repair person, but as a trusted advisor.
2. The technician develops a mindset of quality over quantity, and
their average ticket price will rise.
3. Revenue grows naturally through added services, memberships,
and replacements.
At the end of the day, sales training for appliance service technicians
isn't about teaching them how to push. It's about teaching them how
to connect, collect, and present – with honesty and
integrity. That's the formula for turning a one-time
repair into a customer for life.
Doug Scheer
General Manager at Action Appliance
UASA Board Member
RO
