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EGIA Contractor University

Contractor Educational Programs

Technician Communication & Selling Workshop – by Mike Treas

April 19-20, 2017 – Sacramento, CA

This EGIA Contractor University technician communication and selling educational workshop starts with the principals of great customer service.  A technician is the primary face of the company and with proper communication training, the technician ultimately becomes the brand of the company and we’ll discuss the methods a technician can use to support a customer experience generating 5-stars reviews.  The “perfect service call” approach will be reviewed, breaking down the call into the 10 basic elements in selling success, including; no-cool & no-heat service repairs, pre-need service repairs, accessories items, service agreements and replacement equipment.  Most importantly, effective technician communication leaves the customer feeling positive about the technician interactive experience which creates great referrals.   Owners, service managers and technicians will all benefit from attending this class.

Event Details
Presenter Bio
Agenda

April 19-20, 2017
8:00 a.m. - 5:00 p.m.

DoubleTree by Hilton Sacramento
2001 Point W Way
Sacramento, CA 95815
Driving Directions

Registration is $1500/person. Premium EGIA members can apply their EGIA Contractor University Training Investment Funds to cover this cost.

Cancellation Policy
The deadline to cancel your training registration without penalty is 15 days prior to the training start date. Registration cancellations received after the deadline will result in a loss of training funds. The full amount of training funds used to register for the training will be deducted from your account.

Mike Treas

Mike Treas

The HVAC Sales Coach

hvaccoach.com


Mike brings experience in the contracting industry as a sales manager and comfort advisor for one of the largest and well respected residential heating and air conditioning contractors in the United States. He has personally worked with over 150 contracting companies across North America conducting training and consulting in the areas of sales, sales management, business management, customer service and technician lead generation training. His background consists of 35 years in sales and sales management bringing expertise, knowledge, techniques and strategies proven in the contracting industry to increase sales.

Mike’s diverse background includes movies and entertainment, public speaking, fitness and over 20 years in HVAC. As a talent agent in Hollywood, Mike had actors on television, commercials and movies. Running his own company, Mike lead his team to become the largest aerobic certification agency in the United States with a nationally recognized fitness magazine that was the first national publication specifically for the aerobic fitness community. With six motion picture credits to his name, Mike also brings film management and production to the table. What does that mean to you? It simply means that Mike knows how to entertain each and every audience plus organize training and consulting programs so you get what you pay for and walk away with the value you expect from such a performer.

Part 1:
The Role of a Technician
  • What you really do
    • Critical Tools used as a Technician
    • Understanding customers’ needs, wants and desires
  • Why you do it
    • Need the job
    • Company forces you into actions
    • Compensation is better
    • You like to sell
    • It’s common sense
  • What is your personal value proposition to a company?
  • Your necessary skill sets to be successful
Part 2:
Customer Service for 21st century
  • What Consumers Want &Expect
  • How to deliver what they want & more
    • Connecting
    • Hershey kisses
Part 3:
Fundamentals of Customer Service
  • The Perfect Service Call Processes
    • The 10 Steps of a perfect call
  • Steps to Creating Consumer Education
  • Within the service call reading the customer
  • In the home
    • Maintenance agreements
    • Accessories Opportunities
    • Home Comfort Systems
  • When the decision maker is not at home
Part 4:
Creation of a Selling System
  • Selling Forms
  • Educational & Marketing Materials
    • Consumer Brochures
    • Step by Step to Home Comfort
    • Repair Versus Replace
    • Your New System
    • Indoor Air Quality
Part 5:
Improving your Life by Improving Your Skills
  • Positive – Constructive Attitude
  • Observation of Communication
    • Body Language
    • Voice Intonation
    • The Meaning of the Words
  • Listening Skills
  • Questioning Skills
    • High Gain – Open Ended
    • Targeted Specific from High Gain
    • Listening, Probing, Questioning & Providing
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