Technician Communication & Selling Skills

Tuesday, October 8 - Wednesday October 9

Virtual Event


This workshop qualifies for 6.0 CEU credits

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

Technician Communication & Selling Skills

The role of the technician is one of the most crucial roles in any home services business. They’re the most common touchpoint with the customer, the one who actually enters the home and must bring the proper customer experience in the door. So how can you, whether management setting the strategy or the technician who’s executing on it, ensure that you’re walking in with a strategy to seek perfection every single time?

Join us for this can’t-miss virtual workshop that will provide the tools and training for an elite technician communication & selling skillset. You’ll learn to role play communication processes, social styles & personalities, and how to improve customer relationships to improve the brand. We’ll walk through consumer behaviors, interests, questioning techniques, selling techniques, and how to use them all. Technicians will walk away understanding how to sell more equipment & maintenance agreements and create more leads & accessory sales.

Attendees Will Learn:

  • The role of the technician
  • Mind mapping – attitudes and focusing on goals and the present
  • Social styles and how to deal with people
  • An understanding of effective communication
  • The 7 crucial selling skills
  • A process to sell by involving customers
  • Setting goals and a personal plan
  • The “Perfect Service Call” process
  • The 12 questions we recommend you ask a homeowner


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.

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