Course Overview

This position is responsible for selling, surveying, estimating, writing proposals, coordinating service agreements, and managing customer relationships between the Company and its Clients.  This position aims to implement the Company’s service agreement, estimate, price, write proposals, follow up, close, and coordinate the sold service agreement between the Company and its project customers.

Module 0: Service Pro Online Classes Overview

• Build a strategic business action plan you can implement immediately
• Understand how work gets processed through roles, not the owner
• Apply step-by-step operating and work delivery processes
• Clarify employee vs. manager responsibilities for consistent execution
• Use labor utilization planning to prevent margin erosion

Module 1: Pricing & Estimating Systems

1.1 Light Commercial Pricing Methods

• Set up light-commercial flat-rate repair pricing
• Price portal-to-portal time-and-material repairs consistently

Included Resources: Flat-rate repair price guide; hourly cost and truck/travel pricing calculator (Excel)

1.2 Commercial Service Agreement Surveying, Estimating & Proposal Writing

• Standardize service agreement surveying and estimating to reduce errors and risk
• Use customer and equipment survey forms to define scope accurately
• Build service agreement estimates and pricing using a structured Excel workflow
• Write proposals that improve close rates and protect profitability
• Apply strategies for handling older, higher-risk contracts (planned repairs and risk reserves)
• Included Resources: Service agreement sales opportunity assessment form; estimating and pricing calculator (Excel)

Module 2: Commercial Lead Generation & Sales Execution

2.1 Target Market Segmentation                      

• Segment commercial markets to improve sales efficiency
• Understand buyer profiles across key market types (government, commercial, industrial, education, healthcare)
• Identify owner/operator roles and decision-maker priorities
• Included Resources: Industry and buyer profile templates (Word)

2.2 Lead Generation Strategy & Sales Organization

• Build a repeatable lead-generation plan with weekly activity targets
• Use objection-handling frameworks to move prospects forward
• Apply sales time management rules to protect selling time
• Understand staffing vs. outsourcing options for business development
• Included Resources: Introduction letter and line card templates; outbound sales call script; quota tracking and reporting workbook (Excel)

2.4 Service Agreement & Project Sales Opportunity Assessments

• Use standardized forms to define scope, risk, and expectations
• Apply “first call” presentations to reduce common objections
• Use proposal templates to improve consistency and reduce legal/financial exposure
• Included Resources: Service agreement first-call presentation; service agreement proposal templates (short/long); project first-call presentation; project proposal template; cover letter & statement of qualifications package

2.5 Qualifying Close Probability

• Qualify opportunities based on fit, value, urgency, and decision authority
• Estimate probability-to-close to improve forecasting
• Build a customer business case that supports premium pricing

2.6 Equipment Maintenance Requirements & Opportunity Assessment

• Understand why maintenance requirements drive contract success
• Customize maintenance solutions to customer needs
• Use survey tools to identify workload and risk correctly
• Apply periodic maintenance requirements to shape scope and pricing

Module 3: Differentiation & Branding

• Create service brand names that strengthen market position
• Build value positioning statements that support higher close rates
• Apply differentiation consistently across outreach and proposals
• Included Resources: Course templates and examples (Word)

Module 4: Proactive Selling Systems (Commercial)

4.1 Service Agreement Selling Strategies

• Recognize objection types and apply structured responses
• Use a 4-step consultative selling process
• Apply proactive repair and service agreement selling standards
• Present coverage options and help customers choose based on pros/cons
• Included Resources: Repair call handling procedures; service agreement selling procedures; service agreement first-call presentation

4.2 Proposal Formats (Short & Long Form)

• Use standardized agreement templates to reduce variation and risk
• Improve clarity of scope, exclusions, and responsibilities
• Included Resources: Service agreement proposal templates (short/long)

Module 5: Work Delivery Standards & Operational Controls

5.1 Service Repair Work Delivery Standards

• Understand why written standards reduce chaos, callbacks, and inconsistency
• Apply step-by-step repair workflow from lead to close-out
• Included Resources: Service repair work delivery standard procedures (Word)

5.2 Service Agreement Work Delivery Standards

• Apply a consistent agreement workflow from lead to completion
• Improve inspection consistency and customer experience
• Included Resources: Service agreement work delivery standard procedures (Word)

5.4 Start-Up, Maintenance & Finance Procedures

• Apply equipment start-up and maintenance task standards
• Implement quality assurance checks
• Use receivables/payables procedures to protect cash flow
• Included Resources: Equipment start-up and maintenance tasking procedures; accounts receivable/payable procedures

5.5 Inventory, Tool Control & Customer Care Standards

• Implement inventory and tool control procedures to reduce shrink and waste
• Apply standardized customer care call handling procedures
• Included Resources: Inventory and tool control standards; customer care call handling standards

5.6 Labor Productivity Optimization

• Understand field productivity metrics and what drives them
• Apply procedures that improve efficiency and accountability
• Build buy-in using an 8-step adoption approach
• Included Resources: None

Module 6: Terms, Conditions & Risk Protection

• Understand invoices and proposals as binding business contracts
• Apply payment and liability protections for demand service, agreements, and projects
• Reduce disputes by clarifying scope, exclusions, and responsibilities
• Included Resources: Terms and conditions template set

Course Outcomes

Upon successful completion of this class, participants will gain the ability to:

• Sell Commercial Service Agreements Confidently and Consistently
  Lead professional service agreement sales conversations from initial contact through close, using structured, consultative selling methods aligned with company standards.
• Survey, Scope, and Estimate Accurately
  Conduct thorough customer, equipment, and maintenance surveys to define scope, workload, and risk, and develop accurate service agreement estimates and pricing that protect profitability.
• Develop and Present Professional Proposals
  Prepare clear, compelling service agreement proposals that communicate value, address customer concerns, reduce objections, and improve close rates.
• Qualify Opportunities and Forecast Sales Effectively
  Evaluate opportunities based on fit, urgency, value, and decision authority; estimate probability-to-close; and support reliable sales forecasting.
• Differentiate Service Agreements in Competitive Markets
  Position service agreements using strong branding, value propositions, and coverage options that clearly distinguish the company from competitors.
• Apply Proactive, Trust-Based Selling Techniques
  Address objections, present coverage options, and guide customers toward solutions that balance operational reliability, risk reduction, and long-term value.
• Coordinate Sold Agreements for Successful Execution
  Ensure smooth handoff and coordination between sales, service, and operations teams so sold service agreements are executed accurately and consistently.
• Reduce Risk Through Standardized Processes and Contracts
  Apply written work delivery standards, terms, and conditions to minimize operational, financial, and contractual risk.
• Support Productivity and Financial Performance
  Understand labor productivity drivers, maintenance requirements, and financial controls that contribute to sustainable service agreement profitability.