Sales Coach

Drill 19 · 2 min

"Would you do this in your own house?"

Start the drill

Why it matters

" Most techs miss it. " Some name the most expensive option with no reason. Some make up a story about their own house.

Customers can tell. Here's what the question really means. The customer is asking whether they can trust you.

Many have been sold work they didn't need. They want a real answer, not a pitch. A straight answer with a reason that fits their house often decides whether they hire you, even when it's the cheaper option.

So answer it directly. Say what you would actually do, and why, using what you found and what they told you. If the honest answer is the cheaper option, say so.

Then tell them what would change your answer. Don't follow it with a push to get started. In this drill, Tasha asks what you'd do.

Tell her the truth.

How it sounds

  1. Customer

    Okay. Be honest with me. If this was your house, what would you do?

  2. Tech

    I'd do the repair. Your tank isn't leaking and there's no rust. The part that failed is small, and replacing it fixes the problem.

  3. Customer

    So you wouldn't replace it? It's nine years old.

  4. Tech

    Not today. Tanks around here usually last eight to twelve years. I'd fix this and start setting money aside for a new one. If it ever starts leaking, that's when you replace it.

  5. Customer

    Huh. The last guy would've sold me the whole tank.

  6. Tech

    I'll put both options in writing, so you can look them over after you've slept.

To pass

  • Answer the question directly with what you would actually do
  • Give a reason based on this tank and what she told you
  • Recommend the repair, and say when replacement would make sense
  • Do not follow the answer with a push to decide

Your customer

Tasha Greene

Burned customer who needs proof

Tasha asks what you would do in your own house. Give a direct, honest answer with a reason that fits her.

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