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[Music] bring I'm gonna put my head on the chopping block or put myself in the hot seat why don't you train me how to sell service agreements over the phone either inbound or outbound it's up to you okay simple I'm gonna give you one one simple line that'll get them every time okay in fact before I do that I'm gonna have you listen to a phone call in the beginning because that one simple line will only work if you can connect with them on an emotional level you see the outcome the ultimate outcome of that phone call depends on what happens in the first 30 seconds of a phone call you with me okay so let me give you one example this is a service agreement that I sold I was with a company in Columbus Ohio and they were a little uncomfortable saying service agreements over the phone and so I said tell you what I'm gonna switch my schedule around my flight and I'm gonna I'm gonna visit with you tomorrow I'm gonna answer the phones for you and I will show you how easy it is to so service agreements I sold three service agreements in two hours this is the first 30 seconds of one of those service agreements that I sold all right you ready this is brigham how can I help my AC unit is not working in Columbus there and I need someone to come out and take a look at it and give me the damages okay did you say with Kate yes Kate this is brigham feel better all right so there's the first 30 seconds of that phone call what did you hear I heard you connected with her you said her name a couple of times and you introduced yourself and apparently I'm awesome because of that right for some crazy reason and it doesn't make much sense and that's the point it's not logical it's emotion and our goal is to tap into their emotions create likability create connection by showing listening caring and reassuring that we can help so if you can listen Karen say yes in the beginning it's gonna be a whole lot easier in the end when you say hey mr. Jones I'm looking at your notes and I noticed we've been out your home a couple of times and you still don't have a service agreement now the service agreement helps prevent things like this the thing that you're dealing with right now from happening now that's the magic line it helps prevent things like this the thing that you're dealing with right now from helping if you can just say that line that'll give me the ability to before now if you want me to do it first and then you do it I'm happy to do it that way which would you prefer sure that's fine let's do it your way okay so they're calling totally awesome Heating Cooling this is Brigham Hawk coming out hey this is John I've got a situation my systems and blowing hot air for the last two months and I think that it's getting critical now I'm hoping somebody can come out and take a look at it okay so you've been dealing with an air conditioner that it hasn't worked in two months it's been working on and off it's intermittent you know it's definitely colder at night than it is in the day so I've been muscling through it but to a point well let's let's see if we can fix that for you and give your muscles arrest how does that sound I appreciate that all right cool we can definitely help you when would you like us out as soon as possible okay cool let me get your contact information we'll look at this Co together yeah get all your contact info I do have an opening this afternoon between 2:00 and 4:00 does that work for you 2 & 4 would be great I can get off work a little bit early and meet the guy there for sure great we'll send out the tech he'll come out and take a look at the situation he'll determine exactly what you need as far as the air conditioners concerned and he'll they'll give you a price before he starts now there is a fee of Eckstrom account and do that so you're all set there so I'm looking at your notes is this the number I should call it's no technicians on his way this number right here this 1 2 3 yeah that's that's the perfect number all right cool you know one more thing you should consider I I was able to pull up your information and and and saw that you've called in a couple of times in the past with that air conditioner it's a passkey ish air conditioner isn't it yeah well you know it's getting on an age I don't think it's ready to go yet I think I still got a good another six or seven years but you know you guys have been good in the past so your the number we dial yeah well the reason why I bring it up is because we have a service agreement that prevents things like this the thing that you're dealing with right now from happening my the last thing I want you to be cut out and and in the heat with the recognition not working the way that it should and and with the technology that there is today you don't really need to muscle through all the stuff they've been muscling through all these months so if you wanted I can get you on the service agreement as well okay but what's the advantage of the service agreement to me well we've come out in the spring we come out in the fall and we make sure it's running at peak efficiency it maintains the warranty and and like I said it prevents things like this from happening okay will the service tech be able to tell me a little bit about that when he comes out yeah yeah in fact if you wanted I can get you going on it right now it's just $27 a month it's only $27 a month yeah I can get you doing right now oh well for $27 a month let's do it okay great you're all set thank you so much for choosing totally awesome eating and cooling I choose you guys because you're totally awesome you