Sales Coach

Drill 10 · 2 min

"Just do the cheap fix"

Start the drill

Why it matters

" Most techs get it wrong in one of two ways. Some pitch the bigger option again, or tell a worst-case story to scare the customer off the basic one. Others agree to anything to keep the job, even skipping a code item to get the price down.

Here's what is really going on. Choosing the cheapest option is a fair decision, and customers often have reasons they haven't told you. What they want to know is simple: will the cheap option actually work, or will I be paying again next year?

So answer that question honestly. If the basic option is safe and does the job, say so, state the trade-off once, and respect the choice. If the shortcut they want isn't safe or isn't to code, say no plainly and give the reason.

Then do the basic job well. In this drill, Rick wants the bare minimum. Tell him honestly what that is.

How it sounds

  1. Customer

    Look, what's the bare minimum to get them hot water today?

  2. Tech

    The standard one is the bare minimum. A leaking tank can't be repaired, so there's no cheaper fix that's safe.

  3. Customer

    What about the expansion tank? Skip it. My guy never puts those in.

  4. Tech

    I can't skip that one. This house has a pressure regulator, so code requires it, and without it the pressure climbs every time the water heats. Same with the straps and the permit.

  5. Customer

    Alright. So eighteen ninety is as low as it goes.

  6. Tech

    Yes, that's the lowest price for doing it safely. The other option mostly adds a longer warranty. I can have it in today.

To pass

  • Say plainly that the standard option is the lowest-cost safe fix, and why
  • Name the required items (expansion tank, two straps, permit) and do not agree to skip them
  • State the trade-off once, without pushing the 10-year option or using scare talk
  • Respect his choice and offer the earliest install

Your customer

Rick Hammond

Small landlord protecting thin margins

Ask Rick which option he wants. When he asks for the bare minimum, tell him honestly what is safe and what is required.

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