Sales Training Classes
It’s a common misconception that salespeople can't be trained. Although there are definitely individuals who possess a natural ability to sell, there are specific techniques that can be taught to anyone to dramatically improve their selling skills and your bottom line. HVAC Learning Solutions has a wide variety of classroom-based sales training options that can transform your salespeople into sales professionals.
Our basic premise is that people buy from people. And the classroom environment is especially well suited for learning selling skills —it provides an interactive lab for your salespeople to try out their newly acquired sales techniques with other trainees through role-playing. This high level of interactivity, when combined with the direct assistance of their instructor, improves retention and speeds the learning process.
HVAC Learning Solutions Sales Training gives your people a deeper understanding of customer buying behavior and improves their ability to listen to your customers, to present buying alternatives, to overcome objectives, and finally to close the deal. We can show you how to increase your sales momentum with our Classroom Sales Training.
Our classroom Sales Training offerings (click titles for descriptions):
Target Group
- Maintenance Technicians
- Non-Selling Service Technicians
- Service Managers
Course Length
Description
This
course teaches technicians how to build long-term relationships with
customers, how to identify their wants and needs, and how to feel
comfortable talking with homeowners about repair versus replacement
options.
NOTE: Technician Communications is designed for non-selling
technicians.
Content
- Building rapport with homeowners
- Effective communication skills
- Communication styles
- Building relationships
- Review of selling process
- Educating your customers
- Role playing
- Fixing vs. replacing
- Lead turnover
- Flat rate pricing
Requirements
Prerequisites
Target Group
- Comfort Specialists
- Retail Salespeople
Course Length
Description
Learn
the S.C.O.R.E.™ selling process - the best retail sales approach in the
HVAC business – and get an immediate boost to your sales results.
Content
- Mastering the S.C.O.R.E.™ process
- Increasing your average replacement sales to $6,500+ ($5,000 HVAC
equipment, plus $1,500 accessories)
- Improving your win ratio to 65% or more
- Achieving annual sales per Comfort Specialist of $1,000,000+
- Featuring Lennox HVAC and IAQ products
- Building rapport with homeowners
- Heat gain / heat loss exercises
- “5 great rules of selling”
- Equipment / system operating cost comparisons
- Role-playing and presentation skills
- Using Best, Better, Good offers to provide a solution for every
customer
- Goal setting
- Self-generated leads
Requirements
Prerequisites
Target Group
Course Length
Description
Turn every house call into a sales call!
This intense 3-day class teaches selling technicians how to provide a positive retail buying experience for every customer. Technicians will learn effective methods of gathering information, recommending solutions, asking for the sale, and handling objections. They will learn how to present their company’s local brand along with that of Lennox. This course also covers the product benefits of variable speed and 2-stage equipment.
Content
- Self Assessment
- Goal Setting
- Personal Objections
- Creating a Win-Win-Win solution
- Product Benefits & Presentations
- Variable Speed
- 2-Stage Heating
- 2-Stage Condensers
- The Dealer & Lennox: Brand Benefits
- Company Benefits
- Company Presentation
- Lennox Brand
- Relating the Benefits
- Call Preparation
- Appearance
- Presentation Tools
- Mindset
- Running the Call
- Elements of Communication
- Beginning the Call
- Creating a Common Link
- Whole House Diagnosis
- Questioning
- Converting Opportunities
- Service Call
- Maintenance Call
- Presenting Solutions
- Identify Customer's Needs
- Identify Solutions
- Discuss Installation Needs
- Best, Better, Good
- Summarization
- Closing
- Asking for the Business
- Handling Objections
- Overcoming the Price Objection
- "I need to think it over"
- "I need another estimate"
- Final Presentations
Requirements
Prerequisites
Target Group
Course Length
Description
This
course is gives managers an overview of the S.C.O.R.E.™ selling process,
plus an in-depth study of sales management and coaching skills.
Managers learn how to apply the process in different situations and how
to coach Comfort Specialists to success. It will focus on:
- Leadership and coaching skills
- Troubleshooting the S.C.O.R.E.™ selling process
- Increasing win ratios and average replacement sales amounts
- Achieving annual sales per Comfort Specialist of $1,000,000
Content
- Effective
coaching
- Understanding
and setting employee goals
- How to increase
performance
- Managing change
- Role playing
- Motivation
- Lead management
- How to manage
sales meetings
Requirements
Prerequisites
- Customized Comfort Specialist (recommended)
Target Group
Course Length
Description
BuildASalesPerson is a comprehensive 6-week class for new sales candidates entering the HVAC industry. The curriculum goes beyond a typical sales class and focuses on practically everything necessary for a Comfort Advisor to generate $1.5 million in retail sales a year.
Plus, there’s reinforcement of sales techniques with coaching and ride-alongs from each student’s TM, opportunity to attend a Dave Lennox Advantages Club at their local district and finally an online tracking website with a chat room for ongoing discussion of sales techniques.
Content
A 6-week comprehensive curriculum where students spend a combination of 4 weeks in Dallas and 2 weeks training on the job at their dealership.
- Week 1 (Dallas) - Sales process, HVAC from a non-technical standpoint (including air distribution systems and how IAQ fits with HVAC system sales)
- Week 2 (At Dealership) - How team member contributions affect sales, discuss developing tech lead turnover program with service techs, ride-alongs with installers and techs
- Week 3 (Dallas) - Product benefits and how they deliver on comfort for homeowners, Product Development & Research lab tour
- Week 4 (Dallas) - Goal setting techniques, how to self-generate leads, importance of financing and discovering other sales options (like duct repair/replacement), conduct actual home load calculation
- Week 5 (At Dealership) - Observing sales techniques (be it the owner or another sales person in dealership)
- Week 6 (Dallas) - Intensive week of role playing focusing on closing sales and handling objections
Requirements
Prerequisites
Target Group
- Dispatchers
- Customer Service Representatives
- Owners/General Managers
- Service Managers
Course Length
Description
Superior Dispatching Skills equips you with practical expertise and
techniques you'll need to survive the daily challenge of a modern
service organization.
- Increasing the profitability of your service department
- Reducing stress associated with the job
- Improving your relationship with technicians
- Increasing customer satisfaction
- Enhancing your call scheduling skills
- Gaining confidence in your time management ability
Content
- Identify the characteristics and duties of a good dispatcher
- Recognize and deal with different personality types in the
workplace
- Deal with difficult customers
- Improve your customer service skills
- Organize your time and prioritize your responsibilities
- Motivate technicians
- Use effective telephone techniques
- Schedule and route service calls more efficiently
- Follow up with customers to ensure their satisfaction
- Improve your communication abilities
Requirements
Prerequisites
Target Group
- Owners
- General Managers
- Comfort Specialists
Course Length
Description
Improve
the level of service offered to your customers, and build your business
at the same time. Learn the scientific basics of Indoor Air Quality and
examine the essential role IAQ solutions can play in your company’s
growth.
In this
course students will:
- Gain
a full understanding of IAQ basics and general approaches to the
variety of IAQ conditions.
- Learn
to describe the basics of IAQ – including particulates, bio-aerosols,
VOCs, odors, chemical vapors, etc.
- Come
to fully understand the potential solution or solutions, given a
particular IAQ condition.
Be able to verbally explain (given a customer scenario) IAQ approaches
including temperature control, humidity control, ventilation, and air
quality.
- Be
able to verbally describe and recommend (given a customer scenario)
IAQ solutions including air cleaners, air purifiers, ventilators,
humidifiers, dehumidifiers, HEPA filters, UV lights, etc.
- Learn
which specific Lennox products to recommend for various issues.
- Be
able to implement the Lennox Healthy Advantage Program in your
company.
- Understand and implement the financial strategies for the IAQ portion
of your business, and develop an action plan for IAQ implementation.
- Be able to effectively manage IAQ sales, coach the sales staff, and
use the recommended coaching tools.
Content
- Lecture
- Interactive Exercises
- Group
Discussions
- Role-Play and Reviews
- Job
Aids: IAQ Basics, IAQ Solutions, IAQ Products
Requirements
Prerequisites
Target Group
- Dispatchers
- Customer Service Representatives
- Office Personnel
- Owners/General Managers
Course Length
Description
This
dynamic workshop for customer service representatives is offered onsite
and online. Students learn about customer expectations, customer
management techniques, and how to modulate their voice to deliver a
top-quality customer service experience. The course features extensive
role-playing exercises and helps students develop phone scripts for
daily use.
Content
- Customer Focus
- Customer Needs (reliability, responsiveness, assurance, quality,
empathy)
- Value vs. Cost
- Keeping Your Customers
- Building Customer Relationships
- Customer Focus and the HVAC Business Model
- Customer Service Attitude
- Communicating Effectively (voice quality, rate of speech, volume,
tone)
- Dealing with Difficult Customers
- Effective Listening
- Telephone Do's & Don'ts
- CSR Scripting
- Role Playing Exercises
- Communication Styles Assessment
Requirements
Prerequisites
