EGIA Contractor University

Educational Workshop

Technician Communication & Selling Skills Workshop

April 16-17, 2019 - Irvine, CA

The goal of this workshop is to help technicians develop confidence in their ability to communicate solutions, products, and services to their customer’s. We look deep into the reasons why the best technicians are the best communicators, and how they preserve their primary goal of “serving” the customer. We break down the service call into a structured process which requires the individual technicians to remain true to themselves, their personality and strengths, and their customer’s. We cover in depth how to expand the conversation to all possible products and services without applying any pressure to the customer or the technician. We explore how to engage the customer with simply crafted questions that connect the technician and the customer. With some basic communication skills, the technician will see how they can create more leads, sell more accessories, sell more maintenance agreements, and deliver an amazing customer experience.

Course Materials:

  • Course Manual Defining All Topics in Objective
  • EGIA Power Point Slides – Outlining Technician Ideas
  • Personality Test
  • Electronic Files – Example Perfect Service Call, Selling Process Article, Team Personality Test, Repair versus Replace, (there are 31 files in this Electronic Section)

Topics Covered:

  • Role of the Technician
  • Mind Mapping – Attitudes and Focusing on Goals, Present
  • Personality – Social Styles – Dealing with People – How and Why
  • Understanding Effective Communication
  • Defining 7 Selling Skills
  • Understanding What Process in Sales – How to Sell by Involving Customers
  • Setting Goals and a Personal Plan
  • The Perfect Service Call Process
  • Defining The Questions to Ask a Homeowner – 12 Questions We Recommend

What to Bring (Participants)

  • An open mind
  • Technician Selling Presentation System if You Use one

Who Should Attend?

  • Anyone in Service, Service Technicians, SR Technicians, and Maintenance Technicians
  • Service Managers
  • Owners will also benefit greatly

More Information

Course Materials

  • Course Manual/Workbook
  • EGIA Powerpoint Slides – Outlining Technician Ideas
  • Personality Test
  • Electronic Files – Example of Perfect Service Call, Selling Process Article, Team Personality Test, Repair vs Replace, (31 Files in Total in
    This Electronic Section)

Who Should Attend?

  • Anyone in Service; Service Technicians, SR Technicians, and Maintenance Technicians
  • Service Managers
  • Owners Will Also Benefit Greatly

What to Bring

  • An Open Mind
  • Technician Selling Presentation System (If You Use One)

Follow-up Homework

  • Watch the Technician Training Videos on Site
  • Study All Technician/Maintenance/Selling System Documents on Site
  • Create a Company Vision and Purpose – Simple and Focused
  • Roleplay, Video and More Roleplay

Presenter Bio

Russ Horrocks

Vice President, HVAC Sellutions

Russ Horrocks emerged as one of the most successful Comfort Advisors in America in the mid-90’s. Russ quickly took to sharing his unique knowledge of buyer psychology with sales forces across the country. He turned his profession into a passion, educating and coaching in-home sales and service advisors to understand the critical skills necessary to achieve results far exceeding personal mindset limitations and corporate expectations.

Most trainers preach about product and process. Russ teaches and coaches his sales and service protégés not only about what to do in the home and how to do to it, but more importantly, why. Why leads to a purpose allowing the people his students serve to build a strong connection based on a position of trust, confidence, competence and credibility. When matched with the creative execution of a process built to work with human nature and how people want to buy, it yields explosive growth.

Having mastered the sales process, in 2011 Russ joined with business development specialist, Drew Cameron, as Vice President of HVAC Sellutions to help clients enhance the performance of their entire business, and transcend growing one person or department at a time. Together they work in the trenches with their clients in every facet of building successful home services businesses.

Clients embrace Russ’ detailed holistic approach to assessing a company’s people, present state and potential. Drawing a blueprint for success, he collaborates with clients onsite, online, and on-the-phone to achieve operational excellence with a hands-on strategic approach to growing people and implementing profit-based processes and systems. Clients benefit from Russ’ 20 years of knowledge and national experience, along with his relentless pursuit of building happy, effective, top-performing professionals and developing a culture of success and achievement.