How Your Technicians Can Effectively Upsell to Customers in their Homes
Upselling to your current customers - whether it’s upgrading their systems to newer technology or expanding their initial installation and service needs - can not only give you a happier, longer-term customer, but it can also provide a nice boost to your bottom line.
“There’s an economic reason to go back to your customers with new technology: you can slam it in faster and you can make a little money,” says Jay Stuck, Executive Vice President of Sales for SecureWatch24 and a presenter during the ESX presentation “The Refresh Opportunitiy: Upselling New Products and Services to Your Current Customers.”
While your salespeople are almost always the first point of contact with a new or existing customer, your technicians actually are positioned a bit better to get the customer thinking about adding on to their service and close the deal.
“If you’re there to do a basic alarm system, you want to add on more door and window systems, smoke detection, heat detection and interactive services,” says Kirk MacDowell, Residential Business Leader for Interlogix, who also presented during the seminar.
However, while salespeople are heavily trained to help close a deal with the customer, your technicians may not be the best communicators. To get them to effectively upsell at the time of installation, you need a plan, says MacDowell.
“We came up with a demo kit,” he says. The technician would bring the demo kit to the home at the time of installation, and inside the demo kit are actual devices for the customer to see.
“The installer would pull a couple of devices out, walk around with the customer, and they would have Post-it notes,” says MacDowell. “They would put the Post-it notes with the customer all the way around [the house],” including where contacts would go, smoke detectors would go, etc. for the install.
"All of a sudden, the customer’s looking around the home and there’s two rooms without Post-it notes in it," and when they see that that’s the case, they wonder why. The installer explains that’s what is in the contract, and if they’d like to add them now, they can do so without an installation charge.
The technician has the paperwork on hand where the customer simply needs to check off the boxes of the additional items they like, and sign on the dotted line. “You give them the option of what they want to do,” says MacDowell.
The kit makes it easier for both the customer and the technician, so they can see the actual product and where it would be installed, rather than rely on other sales methods to close the deal.
The entire presentation is available to be watched in ESXperience, the premium member-only content area. It’s free for security integration and monitoring companies.