HVACPro Residential Comfort Advisor Job Training

Job Description

This position is responsible for all sales activities and customer relationships between the Company and its residential replacement clients. This position aims to implement the Company’s sales call handling process through direct customer sales, sales support, and coordination of trade allies as part of an overall selling pan. In addition, this position is accountable for all residential replacement installation estimating, pricing, and proposal development functions between the Company and its clients.

HVACPro Online Classes

#0 How to Master a Thriving Residential HVAC Service Business

- Review how to use this program to implement a strategic Business Plan.
- Review how you only need employees to process your book of business.
- Review how the company operates and what work delivery processes are for employees to follow.
- Review how you only need managers in your business to manage your people to process.
- Review the importance of staffing up to 100% utilization of available labor to prevent higher operating costs than your competitors.
- Provided in residential and commercial subscription or purchase these documents:
  1. N/A

#2P2 Lead Generating – Onsite Opportunity Assessment Survey Forms:

1. 1. Review onsite opportunity assessment forms by transaction type.
  2. Review how to ask a logical set of repair call questions.
  3. Review how to harvest post-call items found on the opportunity assessment survey form.
  4. Review the 37 common opportunity items still needing attention.
  5. Review how to ask a logical set of replacement call questions.
  6. Provided in residential and commercial subscription or purchase these documents:

Product ID

1004

Technician Repair Call Check-in Opportunity Assessment Form

In most cases, when the technician first arrives on a repair call, the system is dead. The system cannot speak for itself, so you must interview the customer about the patient. An Opportunity Assessment Survey form is needed to enable the technician to learn about the customer, the problem or issue, and other areas that may present opportunities to improve. Customers commonly desire improved comfort, health, safety, property, and financial situation. After confirming the purpose of the call and making introductions, the technician uses the script located at the top of the form

Product ID

1005

Technician Repair or Maintenance Call Check-Out Opportunity Assessment Forms – Multi-Form access to print vendor

Entitled System Condition Report. This form lets the customer go forward with recommendations to save money or help avoid catastrophic failures. This form allows the company to continue communicating post-call with the customer to “harvest more opportunities” that need attention. The technician and the customer must sign off as presented and received. At the end of the call, the technician reviews anything they have checked off that still “needs attention” on our System Condition Report to help the customer post-call become more comfortable, safer, and healthier and save money. The technician returns the System Condition Report to the service manager for pricing work and follows up with the customer on the recommended work that needs attention. When used with Microsoft Office and the obtained customer’s email address or cell phone number, this form enables the contractor to continue post-call harvest opportunities that remain to need attention. Access to print vendor included in Complete Appendix B Documentation Set.

#4P3 Replacement Trust Selling Approach:

Review the system replacement business.
Review of proactive trust-selling system replacement standards.
Provided in residential and commercial subscription or purchase these documents:

Product ID

1009

Proactive Replacement Trust-Selling Standards Procedures

The selling technician and comfort advisors use this selling standard procedure to perform the step-by-step functions of professional project/design-build sales and operations from a lead to booking a sold replacement job. This document is provided in original Microsoft Word, Excel, PowerPoint, and Acrobat PDF format to be printed on your local printer.

Product ID

1010

Replacement Sales Presentation (This is included in our Home Comfort Flat Rate Price Guide

This promotional tool is used by selling technicians and comfort advisors on a request for bid/estimate/quote to systematically overcome 4-common sales objections, (1) What makes your company different?, (2) What regulatory compliant approach you will use to obtain the lowest possible price, (3) Why your Company has to set the standard of performance in the area, (4) What the customer can expect before, during, and post-installation, and (5) Investment Option Price Sheet to provide an upfront itemize and logical installation sequence and price to the customer. This promotional contract is provided in original Microsoft PowerPoint format to be printed on your local printer.

Product ID

1011

HVAC System Replacement Proposal Agreement

Selling technicians and comfort advisors use this promotional and system replacement transaction contract. This document is multi-form; this form’s desired quantities are purchased directly through our authorized print vendor. Access to print vendor included in Complete Appendix B Documentation Set.

Product ID

1012

Ductless Mini-Split-System Replacement Proposal Agreement

Product ID

1013

Boiler System Replacement Proposal Agreement

Product ID

1014

Pro-Tech Service Agreement

Access to print vendor included in Complete Appendix B Documentation Set. Technicians use this promotional and maintenance transaction contract. This document is multi-form, and this form’s desired quantities are purchased directly through our authorized print vendor. Access to print vendor included in Complete Appendix B Documentation Set.

Product ID

1032

Which Contractor Best Meets Your Needs Questionnaire in Microsoft Excel

Typically, when a customer does not sign, obtain the Which Contractor Best Meets Your Needs? Introduce this 20-questionnaire to the customer as a courtesy to our clients. This questionnaire helps the customer not get damaged by using an unworthy contractor. Nine out of ten times, the customer will not even get past the first five questions. For example, question 4 asks, “Do you perform drug testing to screen employees for hire?”. Simply explain to the customer the following. Suppose a contractor comes on your property with an employee under the influence of drugs and gets hurt. In that case, they can sue you personally for allowing them to work on your property stoned. Ouch. Why is this an important question to ask? As proof, when contractors recruit technicians and installers applicants for hire and tell applicants that drug testing is required, only 6 out of 10 applicants return.

#5P1 Why We Need Written Operating & Work Delivery Standard Procedures:

Review how to get input and buy-in from all work delivery stakeholders.
Review the business functions that must occur to be in business.
Review why we need written work delivery standards.
Review from a lead to job close out best practice service repair work delivery standards.
Provided in residential and commercial subscription or purchase these documents:

Product ID

1015

Service Repair Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to repair job closeout. This document is provided in the original Microsoft Word format to be printed on your local printer. Service managers and operations managers use them.

Product ID

1018

Equipment Start-up & Maintenance Tasking Procedures

HVAC service companies use this equipment start-up, text, and verification tasking procedures to adhere to the new ASHRAE standard 180P standards. These tasking procedures help you establish the minimum HVAC inspection and maintenance requirements that preserve a system’s ability to achieve optimum operations. AccuTask includes 136 start-up and maintenance tasking forms for 99.9% of HVAC equipment and systems. These documents are used by service managers, installation managers, technicians, installers, and operations managers. These documents are provided in original Microsoft Word format to be printed on your local printer.

#5P2 Service Repair Work Written Delivery Standard Procedures:

1. Review from a lead to job close out, best practice written service agreement works delivery standards.
2. Provided in residential and commercial subscription or purchase these documents:

Product ID

1016

Service Agreement Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to service agreement job closeout. Service managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

#5P3 Service Agreement Written Work Delivery Standard Procedures:

Review from a lead to job close out, best practice written system replacement work delivery standards.
Review how to create a project/design‐build statement of qualifications.
Review an example cover letter and statement of qualifications.
1. Provided in residential and commercial subscription or purchase these documents:

Product ID

1017

System Replacement Work Delivery Standard Procedures

Includes step-by-step work delivery tasking standards from a lead to Project/Design-Build agreement job closeout. Service managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

#5P4 Replacement Written Work Delivery Standard Procedures:

1. Review how to establish a written quality assurance standard Procedures.
2. Review the need to establish proper transaction credit and payment terms.
3. Review how to establish accounts receivable aging.
4. Review how to establish accounts receivable aging schedule.
5. Review best practice accounts receivable rules.
6. Provided in residential and commercial subscription or purchase these documents:

Product ID

1019

Accounts Receivable and Payable Standard Procedures

Includes step-by-step accounting receivable and payable standards. General managers and operations managers use them. This document is provided in original Microsoft Word format to be printed on your local printer.

#5P6 Inventory and Tool Control Written Standard Procedures:

1. Review how controlling costs is the key to being a profitable HVAC company.
2. Review the benefits of written inventory & tool control standard procedures.
3. Review inventory types.
4. Review step-by-step inventory & tool control standard operating procedures.
5. Provided in residential and commercial subscription or purchase these documents:
  1. N/A

#5P7 Field Service Labor Productivity Optimization and Reporting Standard Procedures:

1. Review
  the importance of field labor optimization.
2. Review
  a set of field labor optimization standard procedures.
3. Review the 8-step process to generate maximum buy-in from your people
4. Provided in residential and commercial subscription or purchase these documents:
  1. N/A

#6 Protect the Business with Proper Terms & Conditions:

1. Review how your invoice or proposal agreement is a business contract.
2. Review service repair payment & liability protection terms & conditions.
3. Review service agreement payment & liability protection terms & conditions.
4. Review system replacement payment & liability protection terms & conditions.
5. Provided in residential and commercial subscription or purchase these documents:

Product ID

1022

Repair, Service Agreement, and Project/Design-Build Terms and Conditions Set

· A strong set of terms and conditions is critical. It circumvents any confusion about what you are selling and the transaction terms by which you make the offer. Your payment and liability terms and conditions agreement are both a social and a legal contract. Your terms and conditions establish how you do business in a socially acceptable manner. Still, it is also a legally binding contract between you and your clients.