Technician Communication and Selling Skills

Wednesday, April 26 - Thursday, April 27

Virtual Event


1:00 PM - 4:00 PM EASTERN (10:00 AM - 1:00 PM PACIFIC)

Technician Communication and Selling Skills

In this virtual workshop, you’ll learn and role play communication processes, social styles and personalities, as well as how to build better customer relationships and, in turn, build and improve your brand. We will also foster a deeper understanding of consumer behaviors & interests; questioning techniques; sales processes; selling techniques; and how to use them all to better serve your customers while increasing sales. Technicians will learn and have materials to use that can help them sell more equipment, create more leads, create more accessory sales, and sell more maintenance agreements.

Attendees will learn:

  • Role of the Technician
  • Mind Mapping – Attitudes and Focusing on Goals as well as the Present
  • Personality – Social Styles – Dealing with People – How and Why
  • Understanding Effective Communication
  • Defining 7 Selling Skills
  • Understanding the Sales Process – How to Sell by Involving Customers
  • Setting Goals and a Personal Plan
  • What is the Perfect Service Call Process?
  • Defining The Questions to Ask a Homeowner – 12 Questions We Recommend


Speaker Horrocks
Russ Horrocks
Vice President, Flow Odyssey
Russ Horrocks emerged as one of the most successful Comfort Advisors in America in the mid-90’s. Russ quickly took to sharing his unique knowledge of buyer psychology with sales forces across the country. He turned his profession into a passion, educating and coaching in-home sales and service advisors to understand the critical skills necessary to achieve results far exceeding personal mindset limitations and corporate expectations.

Most trainers preach about product and process. Russ teaches and coaches his sales and service protégés not only about what to do in the home and how to do to it, but more importantly, why. Why leads to a purpose allowing the people his students serve to build a strong connection based on a position of trust, confidence, competence and credibility. When matched with the creative execution of a process built to work with human nature and how people want to buy, it yields explosive growth.

Having mastered the sales process, in 2011 Russ joined with business development specialist, Drew Cameron, as Vice President of Flow Odyssey to help clients enhance the performance of their entire business, and transcend growing one person or department at a time. Together they work in the trenches with their clients in every facet of building successful home services businesses.

Clients embrace Russ’ detailed holistic approach to assessing a company’s people, present state and potential. Drawing a blueprint for success, he collaborates with clients onsite, online, and on-the-phone to achieve operational excellence with a hands-on strategic approach to growing people and implementing profit-based processes and systems. Clients benefit from Russ’ 20 years of knowledge and national experience, along with his relentless pursuit of building happy, effective, top-performing professionals and developing a culture of success and achievement.