Sales Is Just Providing Options
I’ve had a lot of different jobs over the years, and it’s taken much too long to learn that sales is not like you see in the movies. It’s more boring and obvious. It’s just providing options to your customer / client.
I love this story that’s been circulating originally on LinkedIn. I wish I’d read this story when I was 18.
What differentiates a plumbing professional who sells and self performs $900,000 of work in a year vs a plumber that sells and self performs $400,000 of work in a year?
Joe Hoffman
They both work the same hours.
They run the same types of calls.
It’s about education, customer service and providing options.
Our field professionals want to give our customers all the information they need to make the best decision for their families.
Some of our highest performers are the least “salesy” people you could meet.
They aren’t pushing our customers to buy things they don’t need. They’re providing options.
Let’s compare how two hypothetical field professionals talk to a customer about a problem with the water heater.
Field Pro Rich:
Mr. Jones, you’ve got a busted gas valve. I can replace it for $500.
Field Pro John:
Mr. Jones, you’ve got a busted gas valve on the water heater. I’ve got a few options for you:
• We could replace the busted valve for. That would be the cheapest option. But the average water heater lasts 12 to 15 years, and I noticed this unit is 15 years old. Since yours is at that life expectancy, I wouldn’t recommend doing going this route.
• Second, we could install a new water heater. I’ve got an option for a 50-gallon water heater that is good for another 12 to 15 years. I’m also including the warranty information.
• You also said that you’re always running out of hot water, so I’ve given you a quote on a premium tankless water heater that will give you all unlimited hot water.
• And we offer a Home Protection Plan that gives you priority support and discounted rates on service, labor, and parts for all of your home’s major systems—HVAC, plumbing, electrical, and appliances.
• I’m happy to answer any questions you have about those options.
Which person would you rather buy from, Rich or John?
Right.
Even if I decide to just replace the valve, John provided a better understanding of the options for solving the water heater problem.
It’s another example of how doing business the right way is also just good business.
