ACI Home Performance Conference 2008

MARK 5 - Delivering Customer Driven Solutions Based Sales

Wednesday, April 09, 2008 · 10:35 AM - 12:15 PM

Successful HP marketing generates calls from customers who want problems addressed quickly and efficiently. Review a screening process that identifies customer concerns along with likely contributors and root causes. This process builds the consumer’s confidence in the diagnostic process, while screening out those whose circumstances may not fit energy program requirements. Explore the concept of approaching the home performance customer with a tiered series of options for involvement without turning down less complex jobs that could be done without violating HP principles.

By attending this session, participants will

Understand a process to “cut-to-the-chase” and zero-in on causes of consumer complaints
Discover ways to achieve customer buy-in on simple building science principles, then move them to more extensive diagnostics
Learn how to achieve customer agreement, acknowledgement, and commitment as a prelude to investing more time in complete diagnostic procedures

Keyword(s): advertising, commissioning, connecting, consumer benefits, customer service, Homes Performance with ENERGY STAR®, marketing strategies, non-energy benefits, priorities, profitability, regional differences, residential energy efficiency financing, systems approach
Type: 100 Minute Session
Track: Marketing / Sales
CEU: Building Performance Institute, Inc. (BPI) Residential Energy Services Network (RESNET) National Association of Certified Home Inspectors (NACHI) National Association of the Remodeling Industry (NARI)

Course Presenter(s):

Joe Kuonen

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