Posted on March 13 2015
Upselling: How and Why?
Upselling is what makes a business more profitable as well as satisfying customer’s needs. First step is to have a great understanding of our products and how they solve problems our customers may have. It is very important to ask the right questions.
When a customer (end user) calls, I ask 2 questions to see how to size up what system they may need:
1) Are you using Gas or Wood?
If the answer is Gas then I know to focus my attention to the IntelliDraft system and bring up all the great features it has to offer for the customer.
If the answer is Wood then I focus on the RSHT fan, Manual Damper, and the EFC211 control.
2) How large is the square footage of the house?
By finding out what size house or establishment is allows you to know what type of budget they are working with. For instance, if the house is 3,000 to 5,000 square feet, it is fair to say the end user can afford our product. If budget is not an issue I talk about all the safety and energy saving features of the IntelliDraft has to offer. With people that have a higher budget, I tend to focus on the safety of the system since energy saving maybe low on their priority list.
If the household is Less than 3,000 square feet then I focus on the energy efficiency of the system which in turn will save the homeowner money.
3) Sizing up a customer needs.
GAS: If the customer is using Gas I offer the IntelliDraft and go over all the items that they would need; fan, damper, and control. If they ask for a price I will offer it to them but I don’t tell them unless they ask. If I feel price is an obstacle then I reiterate the great features the IntelliDraft offers.
- The control allows the fan to modulate handling any negative draft within the house and protects against downdrafts.
- The IntelliDraft system eliminates spillage and CO release due to building depressurization.
- Automatically shuts down fireplace operation, if conditions are unsafe.
I do not offer an alternative system unless the customer asks. Even then I go over all the features of the IntelliDraft and still try to close on this system.
If the customer insists the need for another system, I will inform them of the EcoDamper System but I do let them know it doesn’t modulate and it only runs at one speed. I then try to get them to refocus on the IntelliDraft System. It is only when I know that the customer is concerned about budget that I will offer the EcoDamper as an option. If that is too expensive, I will than offer a fan, adapter and a fan speed control.
If the customer is using Wood or Solid fuel I recommend the RSHT with the EFC211 control and a manual damper. I inform the customer that the RSHT fan is rated for Wood burning fireplaces and the EFC211 control is an added safety feature. I focus on the control at this point and then I talk about the Manual Damper.
- The Alarm and Visual LED light allow the user to know if the fan is working properly or not by monitoring the fan. It measures the current flue pressure and fan motor to determine if the fan is operating properly.
- The Manual Damper (MFD-S): Some wood burning fireplaces have damper built in; however there are some that do not, or they need to be replaced. It is used as a replacement for worn-out, zero clearance fireplace dampers. It is easy to open with pull chain and handle (included) mounted in the fireplace. The MFD-S is easy to install because the damper simply slides inside the flue.
If the customer feels the damper is not needed then I will advise them on the adapter and the EFC211.
It is all about exceeding Customer's expectations and making sure they buy the best product for their needs and their budget.