Sales Coach

Drill 13 · 2 min

The membership ask

Start the drill

Why it matters

This is the moment you offer the membership. Most techs get it wrong in one of three ways. Some skip it because it feels like a sales pitch.

Some read every benefit off a card. Some push it the same way, every time, to every customer. Here's what is going on for the customer.

Many people have signed up for plans they never used or couldn't cancel, and they remember it. When they hear "membership," they want two answers. What does it do for my house?

Is it worth the money? A long list answers neither. So offer it once, plainly, and connect it to today's visit.

Name the two or three benefits that matter for this home. Put it in numbers: what it costs, and what it would have saved today. Say what it doesn't cover.

Then let them decide, and accept a no. In this drill, Margaret's sink drains again. Offer the membership and answer her question.

How it sounds

  1. Tech

    It's draining fine now. Before I go, can I tell you about our maintenance plan? It takes a minute, and there's no pressure.

  2. Customer

    Well, all right. What would I actually get for it?

  3. Tech

    For your house, three things. Once a year we check the whole system, the water heater, the drains, and the shutoff valves. You get priority when something breaks, and a member discount on repairs.

  4. Customer

    And would it have saved me anything today?

  5. Tech

    A little, yes. I'll show you the exact amount on your bill. It doesn't pay for new equipment, though. Would you like it, or would you rather think it over?

  6. Customer

    Well, I'd like someone checking on things. Harold always did that.

To pass

  • Offer the membership once, plainly, without pressure
  • Name two or three benefits that matter for her house, not the full list
  • Say what it would have saved her today and what it does not cover
  • Accept her answer without pushing

Your customer

Margaret Ellis

Retiree on a fixed income

The sink is fixed. Offer the membership once, plainly. When Margaret asks what she gets, name what matters for her house.

The drill picks up mid-call. Margaret already knows why you are there.