This episode elucidates the critical importance of instilling a sense of urgency in clients when discussing HVAC system sales, particularly as we transition into the fall season. We delve into the nuanced conversations that must occur when clients express hesitancy about replacing aging systems, such as a 30-year-old furnace, especially when they prioritize immediate cooling needs over long-term heating solutions. By employing strategic questioning techniques, we can effectively guide homeowners toward understanding the necessity of comprehensive system replacements. Moreover, we underscore the significance of addressing health and safety concerns linked to outdated equipment, particularly the dangers of carbon monoxide leaks. Ultimately, our discourse aims to equip HVAC professionals with the tools necessary to foster an environment of urgency, thereby enhancing their sales effectiveness while ensuring client safety and satisfaction. The podcast delves into the intricacies of residential HVAC sales, providing listeners with a profound understanding of the importance of creating urgency in the sales process, particularly as the seasons shift from summer to fall. The discussions emphasize the necessity for sales professionals to not only present their offerings but also to discern the specific needs of their clients. The episode recounts a case study involving a client who hesitated to purchase a new heating system, highlighting the critical role of effective communication and questioning techniques. Through this narrative, we explore how a sales representative can navigate customer indecision by framing the urgency of purchasing a complete HVAC system rather than piecemeal solutions. This approach not only addresses immediate client concerns but also fosters a deeper understanding of the long-term benefits associated with a holistic system upgrade, ultimately enhancing the sales professional's reputation as a trusted advisor in their market.

Welcome to Close it now, an H Vac sales training podcast with Sam Wakefield.

Here we'll build your reputation in residential H Vac sales to be the expert influencer in your market.

You'll get insight into the top minds in the industry as they share their skills and hacks to help you on your journey.

This podcast isn't just about selling more, it's about understanding your customers needs and building efficiencies behind the scenes so you can sell more, buy, but work less while being top of mind when people think H Vac.

Now let's get started with your host of the Close it now podcast.

This is Sam Wakefield.

Greetings.

Sam Wakefield here with Close It Now.

Hey listen, we've got a really perfectly timed episode today.

This is, let's see, we're mid September recording this.

I know that you are seeing a lot of situations where you've got people out there, you've gone out and you've given quotes for air conditioners, given quotes for cooling and they're saying, well, hang on, you know, it's into the fall, maybe I'll wait till next year.

And then also you've got people who are, you're having the conversation with them about, well, should they do the whole system versus just cooling or just furnace.

So that's what we're going to talk about today.

We're going to talk about urgency.

We're going to talk about how do we take that client and through conversation, through questions, turn them into a complete system sale.

Especially in the time of the year when we got to create some urgency because a lot of people are trying to decide if they want to even do the project or not.

So stick around.

This is going to be a great episode.

One thing I want to talk to you about right now as well is just to let you know, obviously we have got a Facebook group.

Go join the Facebook group.

If you haven't joined the Close It Now Facebook group yet, it is a great place for a lot of just so many people from around the world who are project managers, selling technicians, owners, people just like you who are out there in the grind every single day, able to connect.

Lots of people share great insight from around the world to lift each other up.

So it's a good place to connect.

Go find the Close It Now Facebook group and join it today.

It's a killer place to just connect with a bunch of people.

Also, if you didn't know, I now have swag.

We've got shirts, caps, go.

Men's and women's, go.

Even have some Beanies this year coming out.

So there is a link also in the Facebook group to find out how to order the close it now branded clothing.

Everyone who invite, there's a contest running.

So go invite people to the group.

Also, if you got some value from this podcast, I want you to know I've got a new program.

I am rolling out my on site boot camp.

It is just a killer way to take your team to the next level.

I will come to your house, training your facility.

We will get your people, get your mind right, get your skills right, get get your people's conversations to the level that they got to be to be able to handle objections.

How do we create urgency in the, in the field?

How do we take your average close rate from 30 or 40% to 50 or 60% or even more?

How do we take your average sale from you know, 5, 6, 7,000 to 10, 12, 15,000.

Right?

We, you have me out.

We go through the boot camp and we'll go into the field, show you how to apply it, show you how every step of the process works.

Get your team consistently on the same level.

So reach out to me, let's get your team making you some money.

Who wants raise your hand if you want more bottom line income in your pocket.

There's no reason you can't be a million or multimillion dollar salesperson, multi million dollar project manager.

You know, it's up to you, it's up to you to take action and take those steps.

But let's get into today's topic.

This is a really killer conversation actually one of my coaching clients earlier, I also do private coaching as well.

But one of my coaching clients, Chris had the situation.

So let me recount to you the situation.

Then we'll go through the way that we were talking about how to overcome it.

This was kind of a special situation.

He was out to this house about three weeks ago.

He quoted for a new cooling portion of the system, new coil, new condenser, you know, straight, pretty straightforward like so many of us do.

And when he saw the furnace, he realized it's a 30 year old furnace now the cooling portion has died.

30 year old cooling system as well.

It's dead in the water.

He's followed up, gave of course good, better, best quotes, that kind of Thing he followed up with them and their concern is, well, it's into the fall, I don't know if we need cooling right now.

It was a one legger.

The husband evidently works nights, so he was asleep during the day.

So one legged appointment.

He was meeting with the wife and had a good conversation, built good rapport with her.

But turns out they're working on deciding.

So the first thing to understand is when you're having the conversation in that type of situation, we've got to be little, got to be thorough.

We've got to show them the things that are important, you know, when he was there, the conversation centered around the cooling equipment.

Of course, once he saw the furnace, he said, wow, you know, I can't do a cooling system, a new cooling system on this old furnace.

It, you know, it's just not the best thing to do.

So part of the conversation needs to revolve around, you know, when you do this project, let's do the whole thing.

You know, all of the reasons why it's better to do a whole system versus you know, you can't attach a new air conditioning system to a 30 year old furnace.

We know that.

How do we communicate it to the homeowner?

We do that through questions.

We do that through showing them how it's going to save them so much money in the long run to do it all at once than through, you know, two visits.

Part of the discussion needs to center around, okay, let me ask you this.

If I send a crew twice to do this project versus one day, do you think it would be more expensive?

Well, yes, of course.

So it's using these leading questions so they arrive at the destination you want them to arrive at.

Now the most important thing here is when we talk about this situation, a 30 year old furnace, that's a standing flame furnace, we know chances are there's probably going to be cracks in the heat exchanger.

We know for health and safety, it's not in the homeowner's best interest to keep using this furnace.

So we're mid September right now.

Now what happened in this particular situation where Chris was at because his focus was on the cooling and no fault of his, but it's a good learning moment because his focus was on the cooling.

He quoted for the cooling, gave him several options for the system, but didn't increase the urgency for the heating system as well.

Here we are three weeks later.

Here's how to reopen the conversation.

He just followed up with her.

She's having these moments of indecision.

Thinking that, well, we'll just make it through this next year with our furnace and look at the air conditioning system this next spring.

What the conversation needs to happen, though, as what we coached on today is the great way to re.

Approach somebody is to tell them you've been thinking about them.

When you can say, I've been thinking about you and your project.

And so the way I coach this one was for him to reach back out to her and say, Ms.

Homeowner, you know, I'm.

First of all, apologize.

I'm sorry for not stressing the importance of this during my first visit.

However, as my company is getting ready to enter into the fall with the cool weather to get everyone prepared for the heating season, your name and your face just rose to the top of my mind and my alarm bell started going off because I remember our conversation about your furnace.

Now, yes, it's true that you may be able to go until next year and not need cooling again.

However, it's a serious concern for the safety of your family to let your furnace go into the next year without addressing it, without doing something about it.

Would you be open to more of a conversation surrounding that?

Because when I started thinking about it, your furnace, being 30 years old, is, has.

I would love to give you another evaluation of your furnace.

Furnace.

Because the concerns of carbon monoxide are very high.

I do not, within all good conscience, I cannot let you go through the winter and not make you aware, not really evaluate and check over your furnace to make sure that we're not leaking carbon monoxide into the house.

You know, did you know they call that the silent killer?

So I want to be extra sure that you're going to be safe moving into this next year.

So that's how to reopen that conversation.

Will you let me come back out and evaluate that?

And so that's a way to kind of save the situation as well when you don't address it all in the first place.

Now, the main thing, of course, the whole point is to, yes, take a good look, address it all in the first place before.

Before you move on, before you make any recommendations, we have to figure out the whole situation, do your due diligence, don't cut corners in the timing just because they mention, well, we're looking at the cooling.

That doesn't mean to shortcut your process.

That doesn't mean to not ask about asthma and allergy issues.

He even told me that while they were looking at it, he pulled out the furnace filter and it was broken.

And the whole squirrel cage is Covered with.

Looked like carpet.

Of course, that's the perfect time to ask who has allergies, who is experiencing issues like that, who's experiencing respiratory issues.

But more importantly, that's where we can dive in a little deeper and point out those issues and show the homeowner say, and through questions, say, do you think that this is working very effectively when it's covered in all of this fur from the house, when it's covered in this dust and grime?

No, let them answer.

Let them direct that conversation.

We're leading them to the destination we want to take them to with these questions.

In that situation, while you're there, that's where you, of course, you've tested, you've verified it, but, you know, that's.

Even if it's 85 degrees outside and frame it with.

I can't be here and not evaluate the whole system.

If you go to the doctor, you would want them to look at all of the things that could be causing issues.

Right?

Right.

Okay, so let me show you what's going on here.

And the moment that you kick the furnace on and you frame it first with, here's what we should be looking for.

What we should be looking for, you know, nice even flames that aren't moving.

The second you kick the flame, the furnace on, if these start moving and dancing around, that means we've got air leaking through, which is putting carbon.

Carbon monoxide directly into your home.

Let's watch this and have them watch.

Have them see what's going on.

It's the verification that you know exactly what you're talking about.

The second it starts to happen, it's like, listen, we can.

We could YouTube this.

This is a serious issue.

I cannot let you go through the winter with this furnace that's leaking carbon monoxide into your home.

What do you think we should do about this?

Let's have a serious conversation.

And so that opens the whole conversation about how to open their mind to a bigger.

A bigger picture, bigger urgency, much more about what is going on with the situation, how to open their mind to listen.

It's by asking questions.

There's not a single problem or objection you can't solve by asking more questions.

You can lead a homeowner, lead a client exactly where you want them to be by the leading questions that you're asking them.

And so that's the power of that kind of situation.

But when you come across an old furnace, something like that, this time of year, to get the emotional buy in, to get the urgency, you have to respond appropriately.

Treat it like it is.

It's a serious issue.

Respond.

Give them the big flinch.

Whoa.

Oh, my gosh.

I can't believe that this is going on.

We've got to talk about this.

This is serious.

We've got to have a serious conversation.

We know the number in your state, in your area.

Just look up the national number of how many people die every year from carbon monoxide poisoning, deaths related to furnaces.

It's a published number every single year.

Look it up and then through questions, ask them and respond appropriately with, you know, once you see that, give the big, wow, I can't believe this is going on.

Then explain to them what's happening with the carbon monoxide leaking into the home.

And then ask them, do you know how serious this is?

Wow.

Did you know that this many people die every single year from carbon monoxide poisoning in our country?

Did you know?

By my.

Our license says I have to make you aware of this and offer solutions.

Then ask them, would you like some options on how to fix this?

Because this is serious enough, it could potentially kill you and your family.

Is this something you would like to take care of?

Ask the questions like that.

Don't be scared to be bold.

Don't be scared to be upfront, because we are literally handling something.

We're solving a problem for a homeowner that could literally kill them or hospitalize them.

How would you feel if you came across a situation like that and you didn't address it to the degree that you needed to, with the sense of urgency that you needed to, and you were just kind of glossed over and said, well, it's leaking carbon monoxide in the house.

It could be dangerous.

And then after that, they say, well, you know, we'll consider it.

You leave that night, or at any point, the leak breaks open and it kills them.

How would you feel knowing that it was your responsibility to warn them of the severity of that situation?

This is not manipulation.

This is being concerned about the homeowner's health and safety.

There's a huge difference.

So.

And that's what most people miss.

They're scared to be bold.

They're scared to be up front about this in those situations.

Don't be scared to ask them, do you mind if I'm brutally honest with you about this?

Ask them if you can give the permission to be brutally honest.

And then when they give it to you, that's where you can just open up and say, listen, this could kill you and your family.

You could die from this situation.

If it's Left untreated long enough.

I'm concerned for you.

I have to tell you about this.

These are the potentials.

Would you like to see some options to correct this?

So don't be scared to be bold.

Don't be scared to do.

Ask that question, though.

Do you mind if I'm brutally honest about this?

Can I be brutally honest about this?

Because the second we start using salesman speak that the BS meter of the homeowner goes straight to the ceiling.

They know that you're just glossing it over.

You're pussyfooting around.

Be direct and be honest.

Because that is what people really freaking want from us as project managers.

They know we're sales.

They know that's what we're doing.

They know that's why we're there.

And it's okay if you approach it with the vision, with the perspective that we're there to help them.

We're there to help them with concern and caring.

And at the same time, respond appropriately if it's a serious issue.

It is a serious issue.

Respond like it's a serious issue.

You wouldn't let your own family live in a home that had a cracked heat exchanger, would you?

No, you wouldn't.

So help them see how serious of an issue it is to the same degree, literally, sometimes tell people, if you saw what I see and you knew what I knew, you would immediately make a change here because you would know how serious of an issue this is.

That is a really fantastic way to say it.

You just communicate to them if you've done the good job of setting up your credibility in your intro and the credibility for yourself and your company is professionalism.

When you say things like, if you saw what I saw and you knew what I know, you would immediately take action on this.

That has such a posture that it will change the way that your homeowners respond to your recommendations.

It'll change the way they respond to your.

To what?

What you're quoting them.

Change the way they respond to how you're presenting your project.

Is this making sense to anybody?

Raise your hand if it's making sense.

So that's the topic for today.

We can't stress enough that situation.

And that is how to create the urgency.

Especially in the fall.

This is a big one.

We want to get to the place where your posture and your urgency becomes their posture and their urgency, they feed off of you.

You are directing the visit, you're directing the ship.

You're the one leading the appointment.

If your energy is an energy of urgency, it's an energy of you.

There's no other option than to do this.

That energy will over.

It'll basically becomes their energy, and that's what they function out of.

Zig Ziglar used to say sales is just the transfer of enthusiasm, and that's 100% true.

If we can convince them, not convince, if we can show them and they can feel how we feel about the situation, it's game over.

They're not making another decision because the.

The way that you connect with them, they can feel the same thing.

There's no choice but to make the right decision.

So that is our episode for today.

I'm so passionate about this getting, especially getting into this time of year.

Man, it is powerful to just be brutally honest with people.

If it's an issue like this, especially in heating, we're literally, you know, we have a.

We've put a bomb in people's houses.

If we don't take care of it right, or if we come across it, consider it a bomb in the house.

And it's up to you to diffuse the bomb through your communication and helping that homeowner see they're sitting on a time bomb and they must replace it with something that's going to be safe.

So that is the.

That's the analogy for today.

Take that, internalize it.

Start to communicate at that level, start to have that passionate conversation, just brutally honest conversation with your homeowners and you'll immediately see results start to change.

You'll immediately see your homeowners agreeing with you.

Say, okay, you're right.

Where do we sign?

How do we get the situation resolved?

And so that's.

Yeah, that's it.

So.

So thanks for listening today.

If you got some value from this, share it with somebody.

Also go join the Facebook group.

Let's get your.

Let's get your company on board.

Pop me a message.

Samoseit.

Now, we could talk about the coaching program.

We can talk about becoming.

To do a site visit for your company.

Lots of things working.

And yeah, go, go check out the shirts and the hats.

You can connect all that.

Connect all that through the Facebook group on Close it now on Facebook.

So until next time, everyone posture up.

Be brutally honest.

Tell them the truth.

Don't sugarcoat it, because people are tired of being sugarcoated.

They want to hear the brutally honest truth from you.

All right, till next time, go save the world.

One heat stroke at a time.

Go save the world.

Frostbite at a time.

I will talk to you again.

Sam Wakefield with Close it now signing off.

Thanks for listening to Close it now with Sam Wakefield.

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