AC Installation & Service: Preventing Buyers’ Remorse - Nexstar Network

Buyers’ remorse is an objection that occurs after the transaction is complete. That’s why it’s critical to offer options during the process. Presenting bundles with absolutely no pressure to choose high on the list, and including the least expensive option that safely address the situation is paramount.

If / when the customer does select an option other than the lowest, technicians must ask customers the question “what is you like most about that option?” This prompts the customer to talk through their decision and the technician can answer additional questions or concerns they may have.

Most often, buyers’ remorse stems from technicians overplaying the difficulty of the project to try to “build value” by completing it sooner than expected. This backfires. Instead, technicians need to walk our customers through the project and focus instead on the value-added services and little extras included in each options. These extras are an enormous part of what we do and will continue to add value after the project is complete.

Lastly, our technicians should be asking the customer, “on a scale of 1-10, how likely are you to refer us to a friend?” Anything less than an 8 or 9 is a situation that needs to be addressed immediately before buyers’ remorse can set in.

If your technicians take these steps on every call, buyers’ remorse would be highly unlikely.

For more information about how we can help you train your technicians and CSRs to provide the best customer service, contact us at 1 (888) 240-STAR or membership@nexstarnetwork.com.

 

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Nexstar Network is a business-development and best-practice organization for residential PHCE contractors.