The Steps to the CSP
TThe consultative Sales Process
A Step by Step Rundown
Keynotes:
Mindset, without the correct outlook on the client yourself, and your company, you sabotage your success as a salesperson before you even enter the home. Look for meaningful connections and literal solutions while in the home. Take the time and find the details.
Gap Selling: By asking the right questions you bring up the client’s pain points. In this case, we are talking about homeowners, about the kingdom they live in with their loved ones. Get them to see the discomfort they feel in their home through the questions you ask. The next step is to get them to picture the future with that problem solved. The comfort solutions you provide are how they get to that future.
The CSP Framework:
The Pre-Sales Phase
1. Beginning
2. Middle
3. End
The Post-Sales Phase
The Pre-Sales Process
Before you enter the home, you need to prepare yourself to serve the client. Do not rush into a sales appointment and remember you are there to identify the best comfort solutions for their problems—not to sell them a new furnace & air.
- Gathering any details from the office/ initial booking
- Arriving at the site early around the corner
- Calling the client that you are on the way
- Settling all other business on your mind, phone & day planner
- Dispelling any preconceived notions, you may have about the client
- Ensuring you have ALL material in your sales kit & measuring tools
You look clean, professional, and happy
Beginning of the CSP
The introduction & surveying of the client. Ask lots of questions and record lots of details. Do not interrupt the client while they speak, balance the talking time, that means let the client speak as often as possible even if it is just small talk. In this part, you are starting to build your trust. Do not talk about budget, products, or money.
1. Knock on the door.
2. Initial Greeting.
3. Shoe covers or shoes off.
4. Thank the client.
5. Align client understanding (refer to the intimal booking call details ex. Are you here for a water heater?).
6. Ask about how they know about your company.
7. Ask the client to take you to the kitchen table.
8. Layout sales materials.
9. Segway or give your IBS (explains why you are here and what you will do today).
10. Ask your survey questions so you can discover their pain points.
11. If you haven’t already transitioned from the kitchen table to the existing equipment, do so with a segway statement (ex. Now I understand you said your office feels cold, let’s go take a look at your heating system and see what may be the issue).
The Middle of the CSP
If possible, include the client in this part of the process, get them to help you measure their home, test their airflow, and show you around their castle. This is not all fun & games; you are also collecting as many details about their home and their comfort needs as possible, so you can recommend meaningful solutions.
1. If not there already, go see the client’s current system with the client.
2. Open the furnace and speak about what you are going to do.
3. Probe the client about how they feel in the winter and summer months.
4. Measure the ductwork & record current system information.
5. Segway into the Heat Loss/Gain & why you are doing it but be brief.
6. Start measuring the basement and getting the client to help if they are receptive to it. Never force their hand.
7. Perform the Heat Loss/Gain on the entire home.
8. Return to the kitchen table with your completed analysis.
9. Segway into the Home Comfort Guide/Brag Book.
10. Start to go through key pages related to the company and its needs.
11. Front and center key sales material you will reference in the next phase.
The End of the CSP
After collecting answers, discovering pain points, and measuring the home, you are now ready to offer comfort options to the client. Only offer options if you are confident to ask for the business at the end of the presentation of the options.
1. Take out the options sheet & fill out the client’s info at the top of it.
2. Use the on-table pricing sheets, and circle 3 to 4 options that solve the client’s comfort needs. Use different colors to coordinate the three different packages. Often a good, better best framing works out well.
4. Record the options on the sheet for each package you are offering along with any accessories they want to add. Include any extra parts, ex. condensate pump.
5. If you are offering a 4th option, have the client eliminate one of them leaving three.
6. Highlight or directly speak to financing (read the room) either way record the monthly/weekly financing payment for each package on the options sheet.
7. Speak to Utility Overpayments.
8. Ask for the business.
9. Address common objections.
10. Sold? Print off the quote and get them to sign it.
11. If not sold, print off multiple quotes for different packages you built and leave them behind with the client.
The Post-Sales Phase of the CSP
At this point in the process, you have made the sale or have come up against objections and were not able to resolve them with the client.
1. Request a follow-up date, and make sure you are the one who will call them, not the other way around.
2. Request a referral from the client.
3. If the sale was made, ensure all appropriate paperwork is filled out. And when the sale is made after you have left the home, make sure to book a signing appointment.
4. If the sale has not been made, debrief with your sales manager about how the appointment went and what the next steps are in terms of follow-ups.
5. Tell your sales manager a few things you did well and things you felt went poorly.
“Clear eyes, full heart, can’t lose.”
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