HVAC technicians repair things and sell. One of the aspects of being a technical specialized is providing customer service in the time of action of doing what we do relative to troubleshooting and repairing HVAC equipment. And, providing customer service method that in addition to accomplishing our stated “hands-on” responsibilities, part of our job is to sell to the customer. No doubt, some technicians will bristle at the thought that they are engaging in any kind of sales course of action, but, whether they want to let in or not, in order to do their job well, they are, in addition to being a technician, a salesperson.
The reason many technicians have a problem with what I just said above, is that they are part of a society that often presents people who sell goods or sets for a living in a negative light. It’s true. Pay close attention to a T.V. commercial that features a “typical” salesperson sometime, and what you’ll observe is that terms like smarmy, pushy, dishonest, etc…will come to mind. And it isn’t just modern media that propagates this character. It’s been this way for a long time. In the typical play “The Music Man” the music teacher decides that in order to get parents to buy the instruments needed for lessons, he’ll convince them that if they don’t make the necessary buy, their kids will go straight to you-know-where. Now, that’s hard sell, isn’t it?
And what about the long-ago T.V. sit-com “WKRP In Cincinnati”.
In that show there was a cast of characters….a associate of cool guys who were disc jockeys, a comparatively incompetent but harmless stop manager, a weatherman/sports guy who didn’t get much respect, a blonde receptionist….and a sneaky schnook of a guy who wore the same sports jacket to work every day, spent a good deal of his time leering at, and making pitiful (and clearly hopeless) moves on the receptionist, and was just in general presented in a negative light. And, what was his job at the stop? He was the salesperson.
And, it goes on….used car salesmen are presented as ripping people off, insurance salesmen are considered a relentless nuisance who won’t take ‘no’ for an answer, etc, etc, etc….
Well, I’m here to tell you that it doesn’t have to be that way. You can be a technical specialized and a sales specialized at the same time whether you’re just making sure the customer understands what they’re paying for when it comes to their buy of the parts, supplies, and your skill in the time of action of getting equipment repaired, or whether you’re offering them additional sets or products in an add-on sales presentation, or, you’re explaining what’s in it for them when they say yes to the buy and installation of new equipment. The bottom line is that it all comes down to intent.
If your intent is to make as much money or earn as much commission as possible while providing goods and sets to a customer, then, yes, that’s being a “typical salesperson”. But, if you honestly believe that what you are offering provides good value for the customer’s money spent (no matter what the ‘price’ is) and that they’ll assistance from their buy from you, then, yes, you are engaged in the time of action of specialized selling. You’re completing the sale that the company you work for or own started via marketing and advertising efforts and scheduling of a service call; you’re selling yourself; you’re selling the price and value of the repair you’re accomplishing; you’re selling the customer on the idea that they no longer have to search for someone to take care of their HVAC equipment repair and maintenance needs because you’re now their go-to person for all that. And, you’re selling when you make them aware of additional products or sets they can buy in order to have more peace of mind and be more comfortable.
Yes, a technician is a salesperson. And when you tell someone that part of what you do is “sell”, you’re not using a “four-letter information”.
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