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Five Customer Buying Principles

Service Managers' University (SMU) Series - Modules 1-8

- SMU Module 1-Profitable Service Starts with a Solid Foundation

- SMU Module 2-Demand Service - "It's All About That Price!"

- SMU Module 3-Demand Service - Key Performance Indicators

- SMU Module 4-Maintenance Agreements - "Creating Profitable Lifetime Customers"

- SMU Module 5-Maintenance Agreements - Key Performance Indicators

- SMU Module 6-ProfitSMART Activities - "Turning On The Cash Flow"

- SMU Module 7-Career Technicians, Goals and Motivation

- SMU Module 8-Service Dept Leadership - "Where Are We Going?" 

Why Do We Need To Charge So Much?

 

 


 

 

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Five Customer Buying Principles

This program will help the business owner, Comfort Consultant, Sales Rep or whomever is filling that role in your company understand the buying process from the customer's perspective. During the buying process, your customer progresses through five distinct stages. If you understand these Five Customer Buying Principles, it has to change the way you approach your next sales call. But beware, keeping the Five Customer Buying Principles in mind during the sales call will cause your product mix to climb to more profitable, higher end products.

After going through this training program, You will be able to:

  • List the Five Customer Buying Principles
  • Identify how customers proceed through the buying process
  • Evaluate what motivates customers
  • Explain how “what you say” affects “how customers hear” what you are saying
  • Define the Five Customer Buying Principles
This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion.

 

Program Length: 60 Minutes

Price $39.95   June Sale Price 19.95 

 

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Service Managers' University 

Is a collection of 8 self-paced online training modules. Each module is 30-60 minutes in length.  The modules contain Knowledge Checks and content designed to cover a specific topic in your Service Department. At the end of each of these 8 training modules there is a Final Quiz along with the ability to print a Certificate of Completion to show that you have the knowledge to transform your Service Department into a money maker for your company.


 

 

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SMU Module 1 - "Profitable Service Starts with a Solid 

Foundation"

This program is the first in a series of programs focusing on profitable management of your service department. Every project needs to start with a solid foundation. Your service department is no different. In this self-paced training module, we will cover the three business units that make up every profitable service department. Those are – Demand Service, Maintenance Agreements, and ProfitSMART Activities. These three units can only be successful by mastering technician motivation, goal setting for your techs and department leadership. Set your solid foundation in place today. 

After going throught this training program, You will be able to:

  • List the Three (3) Business Enterprises of a profitable Service Department
  • Explain the function of each Business Enterprise of the Service Department
  • Identify who is really running your Service Department
  • Identify the causes of poor profitability in Service Departments
  • Understand the impact that Service Technicians have on company cashflow

This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion.

Program Length: 60 Minutes

Price $39.95  

June Sale Price 19.95 

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SMU Module 2 - Demand Service - "It's All About That Price!"

Demand Service – It’s all about that price – This program focuses on proper management of the service department within your company. The service department can and should be the most profitable area of the company but many times isn’t due to improper management and leadership. We focus on the time that the service technicians should be engaged in demand service activities, dig into the need for proper pricing and check to see if your service pricing is in line.   

After going throught this training program, you will be able to:

  • Explain the fundamentals of Up Front Pricing, its benefits for the customer, for you and how it works
  • Understand the difference between Markup and Profit
  • Determine the need for proper pricing in your Demand Service Department
  • Identify the causes of poor profitability in Service Departments
  • Evaluate the impact that Service Technicians can have on company cashflow

This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion. 

Program Length: 60 Minutes

Price $39.95  

June Sale Price 19.95 

 

 

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SMU Logo Blue OutlineSMU Module 3 - Demand Serivce - Key Performance Indicators

Demand Service - Key Performance Indicators is where we get into the nitty gritty. Your techs will never miss a goal you don't set for them. You need to put goals in front of them for each of the key areas of performance. Then you need to measure against them goals and track their actual performance. We will cover five different Key Performance Indicators that you need to track on each of your technicians. You will learn what each Key Performance Indicator is, how to set the goal for your company, and how to measure against each KPI.

After going throught this training program, you will be able to:

  • Explain the four Key Performance Indicators that need to be tracked  
  • Identify the required data needed to calculate each KPI
  • Identify target goals for each KPI
  • Calculate technicians' performance based on sample data
  • Analyze data from a sample company and identify performers

This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion.

Program Length: 60 Minutes

Price $39.95  

June Sale Price 19.95 

 

 

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SMU Logo Blue OutlineSMU Module 4 - Maintenance Agreements - "Creating Profitable Lifetime Customers"

Maintenance Agreements - Creating Profitable Lifetime Customer,  focuses on the second business unit in your service department - that is Maintenance Agreements. Maintenance Agreements are the foundation stone for profitable growth in your company and can affect the cash flow for every other department in the company.  We will look at what makes up a successful maintenance agreement program, how to price your agreement properly and what the pitfalls are in not focusing on each of these critical areas. 

After going throught this training program, you will be able to:

  • Explain the benefits of a properly set up Maintenance Agreement Program
  • Identify the components of an effective Maintenance Agreement Program
  • Calculate the difference in pricing needed to offer a discount in your program
  • List the benefits of Up Front Pricing with Maintenance Agreements
  • Calculate the number of Maintenance Agreements needed to fill slow time
  • List marketing ideas to grow your Maintenance Agreement Program

This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion.

Program Length: 60 Minutes

Price $39.95 

June Sale Price 19.95 

  

 

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SMU Module 5 - Maintenance Agreements - Key Performance Indicators

Maintenance Agreements - Key Performance Indicators is Module 5 in a series of programs focusing on profitably managing your service department. In this module, we will focus in on the key performance indicators that you need to track for every service technician to insure profitable, productive performance in your maintenance department. We will define them and teach you how to calculate them.

After going throught this training program, you will be able to:

  • Explain the three Key Performance Indicators that need to be tracked  
  • Identify the required data needed to calculate each KPI
  • Identify target goals for each KPI
  • Calculate technicians' performance based on sample data
  • Analyze data from a sample company and identify superior &poor performers

This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion.

Program Length: 60 Minutes

Price $39.95 

June Sale Price 19.95 

  

 

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SMU Logo Blue OutlineSMU Module 6 - ProfitSMART Activities - "Turning On The Cash Flow"

Complete NowThis program will focus on ProfitSMART activities. These are activities that the technicians need to participate in that will affect the rest of the company. This includes much more than just service. It is focusing on things like selling maintenance agreements, renewing maintenance agreements and generating qualified sales leads.

After going throught this training program, you will be able to:

  • Explain the three KPIs that need to be tracked for ProfitSMART Activities
  • Identify the required data needed to calculate each KPI
  • Identify target goals for each KPI
  • Calculate technicians' performance based on sample data
  • Analyze data from a sample company and identify superior & poor performers

This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion.

Program Length: 60 Minutes

Price $39.95  

June Sale Price 19.95 

 

 

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SMU Logo Blue OutlineSMU Module 7 - Career Technicians, Goals and Motivation

Your techs will never miss a goal you don’t set for them. It is imperative that you decide what performance you will demand from your techs.  If you don’t set the benchmark, they will.  In this module, we will look at the importance of setting goals and how to motivate your technicians and get them involved in the process.

After going throught this training program, you will be able to:

  • Differentiate between Yesterday's Ideal Technician vs. Today's Career Technician
  • Identify the expectations of today’s Career Technician
  • Explain the reasons behind setting goals for our technicians
  • Identify methods of motivating our technicians to productive behavior

This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion.

Program Length: 60 Minutes

Price $39.95   

June Sale Price 19.95 

 

 

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SMU Module 8 - Service Dept Leadership - "Where Are We Going?"

As the service manager in your company, you are the leader of your service department?  As you lead, your service techs will follow.  If you don’t like the performance of your team, maybe it’s not them. We will look at leading your service department and things that you can do to improve the performance of your team. 

After going throught this training program, you will be able to:

  • Define the critical traits for a successful Service Manager
  • Learn the Five Levels of Delegation
  • Plan and run effective Weekly Technician Meetings
  • Learn the Five Levels of Leadership and why you need to always be growing as a leader

This module contains Knowledge Checks and a Final Quiz with the ability print a Certificate of Completion.

Program Length:  60 Minutes

Price $39.95  

June Sale Price 19.95 

 

 

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"Why Do We Need To Charge So Much?"

  

Have you ever been asked this question?

 

This training program is designed to help not only your technicians but all of your employees understand why the company must charge, what it charges.

Using a sample company, this program explains all the costs of doing business.  Expenses your staff may already be familiar with, as well as some major costs they might not be.

Once the real costs of doing business are identified, your employee will clearly understand:

"Why you need to charge so much?"

During this training module we will:

  • Explore the initial problem with Labor Pricing
  • Identify the cost of running a contracting company
  • Explore Equipment Replacement Costs
  • Explain all aspects of Billable & Non-Bill Labor and its impact on pricing
  • Evaluate overhead expenses and how they affect Labor Pricing
  • Discuss profit and why it's so critical to the company you work for

This module contains Knowledge Checks and a Final Quiz with the ability to print a Certificate of Completion.

Program Length: 60 Minutes

Price $39.95

June Sale Price 19.95 

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