EGIA Contractor University

Educational Workshop

Daikin Elite Fundamentals of Sales & Service Workshop

February 13-15, 2019 - Scottsdale, AZ

Wednesday February 13th: 8:30am- 5:00pm | Sales 101 Part 1

Thursday February 14th: 8:30am-12pm | Sales 101 Part 2

Learn social styles and personality types to effectively communicate with anyone about anything. Building customer relationships is a necessary skill to improve the brand. Crafting questions, listening skills, and understanding and matching the customer’s natural buying process will be covered in depth. Technicians and Comfort Advisors will be provided with the knowledge and materials to help them sell more equipment, create more leads, drive more accessory sales, and convert more maintenance agreements to provide exceptional customer care and deliver an extraordinary experience en-route to rave reviews.

Thursday February 14th: 1:00pm- 5:00pm | Residential Service Agreements

Learn the buyer psychology behind a more effective in-home process. Not just scripts and a process, but more of the WHAT, HOW and WHY of being a professional customer communication expert. This one-of-a-kind system that will elevate your company’s status in the consumer’s mind as a “Trusted Authority” and differentiate your salespeople as “Trusted Advisors” to position your company and premium solutions first and foremost in the customer’s mind as offering the quality, value, reliability and uniqueness their desire along with a relationship they can trust for life.

Friday February 15th: 8:30am- 12:30pm | Sales 101 Overview, Questions, and Interactive Problem Solving

  • Review of principle techniques and concepts
  • Real world application of processes
  • Opportunity for dealers to discuss and troubleshoot concerns within their own businesses
  • Q and A period

Topics Covered (Sales 101):


  • Role of the Technician
  • Mind Mapping – Attitudes and Focusing on Goals
  • Setting Goals and a Personal Plan
  • Personality Types – Social Styles – Dealing with People – How and Why
  • Understanding Effective Communication
  • Crafting Questions to Engage a Homeowner
  • Defining 7 Selling Skills
  • Understanding the Customer Buying Process and Involving Them
  • The Perfect Service Call Process
  • Troubleshoot and roleplay attendee-specific customer care situations

Topics Covered (Service Agreements):


  • How to implement a successful service agreement program
  • Marketing materials for residential Service Agreements for Technicians
  • Compensation plans and incentives for service agreements
  • Goal setting for technicians on Service Agreements
  • Marketing Techniques to target zones and existing customers
  • Pricing methods for service agreements
  • Metrics around the service agreement model
  • Scheduling Procedures
  • Company culture to support plan

What to Bring (Dealers):


  • Existing Selling tools
  • Load calculation methods
  • Proposal and agreement forms
  • Current presentation
  • Comfort advisor training manual
  • Sales Process article
  • Current service agreement example and forms (if applicable)
  • Technician training manual on service and maintenance discussion with homeowner
  • Technician marketing collateral for marketing maintenance agreements
  • Promo and marketing materials for service department if available

Presenter Bio

Russ Horrocks

Vice President, HVAC Sellutions

HVACSellutions.com

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.