The Ugly No-No Phrase

 

There is a phrase that is used by salespeople that they should rarely, almost never utter.  It’s definitely a No-No.  That phrase…“Is there anything else I can help you with?”

 

Why is that phrase a “No-No?”

 

First, it places a burden on a customer to think of what else they may need.  Chances are, if the customer called your HVAC service company with a specific question and that question was answered in an acceptable way, they have NO other questions.

 

Second, if an HVAC salesperson lets the customer say “No” the salesperson has NO segue into the next sales conversation.

 

Consequently, “No,” as in “No, there is nothing else you can help me with” ends the discussion, and you have virtually “No” chance of engaging that customer again, until they decide to call you back, which may be never.

 

How can you overcome the bad habit?  That ugly phrase should be replaced with something that might sound like this:

 

HVAC Salesperson – “Have I answered your question satisfactorily?”

 

Customer – “Yes.”

 

Salesperson – “Great, have you had a chance to (review, or look at, familiarize yourself with) [insert a service name here].
We are finding that our customers that are using this service are (having a more comfortable experience, earning a lot more 
money, improving customer relations, getting a leg up on the competition etc. Insert whatever works for your business here).  Here’s the best part…”

 

The above dialog provides a segue into a discussion to upsell or cross-sell other products.

 

If you ever ordered from Harry and David (they sell fruit and gift baskets), they end the call with, (1) “Is there someone else that you would like to send a gift to?  (2) We have a 30% special discount on ___________ that we are offering to our customers as a “Thank You” so you can treat yourself.  Is that something you would like to add to your order?  (3) Or, you can treat yourself at a 30% savings today for any of our other catalog items.  Would you like to take advantage of that savings today?”

 

Notice how that conversation didn’t end with, “Is there anything else I can help you with?”

 

At Harry and David they don’t let you off the phone until you have said “No” three more times. Certainly, they have found that by mentioning (A) someone else, (B) treat yourself to this, or (C) anything else you may want, they drive sales up.  What is one more item at on average $30 worth?  Apparently, it was worth a lot.

 

https://www.wsj.com/articles/1-800-flowers-to-acquire-harry-david-for-143-million-1409664467

 

As an HVAC service company, have your sales team vow to never, ever utter that ugly phrase, “Is there anything else I can help you with?” again.  If you follow this simple HVAC sales tip, you may actually see an increase in sales with a minimum of extra effort.

 

About the Author

Jim D'Amico

My name is Jim and people usually call me Jim. Sometimes I’m called James, usually at a doctor’s office. My favorite season is Summer because I like warm, sunny weather. I also like the colors of Autumn. My favorite hobby now is reading, but in the past I spent a great deal of time with my coin collection and drawing and painting pictures. My favorite sport is baseball and the Yankees are my team. I coached baseball and softball for nearly twenty years with my three children. My favorite activity is going out to dinner, throw in a little rock music from the 60’s and early 70’s and it’s a good night. My favorite quotes: “If you think you can do a thing or think you can't do a thing, you're right.” - Henry Ford. “I have not failed. I've just found 10,000 ways that won't work.” - Thomas A. Edison. “Opportunity is missed by most people because it is dressed in overalls and looks like work.” - Thomas A. Edison.

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