Preventive to Proactive


proactive_actionPreventive to Proactive

When a client calls to schedule an appointment to take a look at plumbing products that are not failing it is essential that you do things differently than normal. The urgency to complete the task is missing and it is extremely difficult and highly improbable that you can create urgency when it is not present. Frequently people in general think that they can create urgency when none exists. When you try to create urgency the customer understands that you are trying to convince, persuade, or manipulate the situation. This will add greater resistance to your solution.

You must ask the client questions that will allow them to commit to you and your company. Discover why you are there at this time. You want the client to tell you why they are concerned about their existing product. You want the client to tell you when they would like to take care of the preventive measures. You want the client to ask you what they should do.

Thank the customer for giving you this opportunity to help them. Congratulate the customer with their proactive approach to take care of this before it becomes a major plumbing problem in the near future. Ask the customer: Mrs. Client what are some of the things that may enter into your decision to move forward today? Mrs. Client when are you planning on completing this work? You should ask: Mrs. Client if everything is to your liking is there anything keeping you from moving forward with this today or in the next few days? Another way to ask is how soon would you like this to be completed?

You are in search of commitment from the customer. Once you gain commitment you will want to take the next step in presenting your solution. This is when you will discover if you have bult enough trust and rapport to move forward. This is where you will discover if you have done enough to earn the right to do the work for him or her. This is where you can discover what else you need to do in order to gain commitment. This is where you can collect a deposit to hold the spot open in a few days, weeks, or next month.

When the customer is not willing to commit to a time table then you must simply set another appointment when the customer is more receptive to moving forward. Proactive with words only is worthless and an action must be provided before you should give in to demands for a solution and price. When a price is given before the commitment you’re playing with fire and set yourself and your company up as a price gauge to beat.
Decide today to start asking questions that service a purpose and engage the customer to move forward. Paint that picture so vivid that the customer sees you completing the work. When the customer asks you what they should do reply with write the check and I will get started.

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About practicebetterbusiness

Author of Outside the Business Box: All about Sales Build a better you and increase your earning potential

Posted on July 25, 2013, in How to sell HVAC, How to sell plumbing, HVAC sales, plumbing sales, Selling HVAC, Selling Plumbing and tagged , , , , , , , , , , , , , , , , , , , , , , , , , , , , . Bookmark the permalink. Leave a comment.

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