Today I’d like to share a short 9 minute conversation I had with Chad Johnson, Comfort Consultant with Cooper’s Plumbing and Air, Tallahassee, FL./Bainbridge, GA. I have been privileged to conduct weekly online sales coaching for Tony Cooper’s company for the past 7 years.
Chad recounts a sales call where a homeowner called Cooper’s, for a second opinion after getting a cheap, substandard estimate from a small contractor she had used for servicing in the past.
Here is a recap of some key quotes and points made by Chad during his time with this customer.
-“The homeowner already had a piece meal $4,500 estimate, but I didn’t let that influence the fact that I knew it was from a low end installer.”
-“Hearing this I didn’t throw in the towel but conducted my normal thorough routine inspection.”
-“Obviously you know how to do it cheap. My recommendation will show you how to do it right. At Cooper’s we provide the lowest overall cost of ownership over the life of the system.”
-During the assessment Chad discovered she had 2 units, and the second one quit working while he was there. He called out a service tech who found this unit was old with undersized returns, and requiring R-22 refrigerant, which is being phased out.
-Chad proposed replacement of both units and additional upgrades the homeowner was interested in. His total price was $17,500. He said this was the right thing to propose, even in light of the ridiculous incomplete bid from the other guy.
-She bought Chad’s recommendations and provided him a Google review testimonial following Cooper’s installation.
-Afterward she recommended Chad go see her mother, who was having problems with her unit. After performing due diligence at her home Chad recommended and sold a new $6500 replacement unit.
-“Just because someone already has a low priced quote, you never know what’s in the customer’s mind. Move ahead and do the job you were trained to do.”
————Exceeded $1 Million in Sales in Year Two!————
“Doug Robinson’s book Sell is NOT a Four Letter Word, coupled with his online coaching sessions are the perfect combination for sales professionals. Whether used as a weapon against the low-priced competitor, or as a tool to build value for customers, Doug’s common sense strategies deliver! Thank you Doug for all you’ve helped me accomplish!”
Chad Johnson, Cooper’s Plumbing and Air-Tallahassee, FL.
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