Why Your Field Service Technicians Are Key To Improving Sales

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Field service technicians have a great skill set that allows them to repair and install plumbing, heating and air units, electric systems, or other equipment. These techs often work more closely with customers than anyone else in the company. This close connection means that they are an obvious choice to help generate leads for the sale staff. Unfortunately, field service technicians don’t realize their power or have the devices necessary to capitalize on it. According to research from The Service Council, only 22% of service technicians indicated that they had the ability to capture leads or opportunities in their mobile applications. However, with proper training and support, you can turn your tech staff into an integral part of your sales effort.

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Fostering Customer Relationships

Customers often spend more time with their field techs than they do salespeople or customer service reps. Experts recommend that business owners work to strengthen this bond by sending the name and picture of the tech before a service or installation call. This effort puts field service customers at ease so they don’t feel the tech is a stranger. Once the tech arrives, they should introduce themselves to the client, ask if they should remove their shoes and offer to explain the process as they go.
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This type of service earns the customer’s trust and makes it likely they will recommend your company to friends and family. In fact, the field tech should actively seek feedback and ask for referrals before they leave the residence. Ideally, your website will be set up so the client can quickly offer this information, or, better yet, your system allows the tech to quickly input this info. on a mobile device.

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Upselling and Cross-Selling

In addition to getting leads and referrals, field technicians are the best people to upsell or cross-sell services to clients. For instance, cable installers can offer advice on cable packages, new routers and additional connections. HVAC techs can easily suggest heating and cooling upgrades while on a repair call. Plumbers can recommend replacing and old and ineffective water heater. As long as their sales advice addresses a real need, the customer will react positively to the tech’s efforts. Field techs are on the front lines, and failure to use them in sales is business malpractice.

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Field Tech Sales Support

To make the best use of field techs in sales, you need to train them to gather information and to offer additional products and services. In addition, they should be given financial incentives to provide leads. Techs will certainly focus more on selling if they see bigger paychecks as a result. You should also give them the actual tools necessary to sell, including a way to demonstrate new services and products and access to the necessary company databases.
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All business owners and management members are continually looking to improve the company’s bottom line through increased sales. Often, the answer isn’t expanding your sales force but rather expanding the roles of the employees you already have on staff. Field service technicians are a logical choice to gather leads and sell new services. They are often the face of your company to the public. If they do their jobs well in a friendly and engaging manner, all aspects of your business will benefit.

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Last modified: November 13, 2018

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