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EGIA Contractor University

Contractor Educational Programs

Technician Communication & Selling Workshop

February 1-2, 2017 – Atlanta, GA

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This EGIA Contractor University technician communication and selling educational workshop starts with the principals of great customer service.  A technician is the primary face of the company and with proper communication training, the technician ultimately becomes the brand of the company and we’ll discuss the methods a technician can use to support a customer experience generating 5-stars reviews. The “perfect service call” approach will be reviewed, breaking down the call into the 10 basic elements in selling success, including; no-cool & no-heat service repairs, pre-need service repairs, accessories items, service agreements and replacement equipment.  Most importantly, effective technician communication leaves the customer feeling positive about the technician interactive experience which creates great referrals.   Owners, service managers and technicians will all benefit from attending this class.

Event Details
Presenter Bio

February, 1 – 2, 2017
Wednesday: 8:00am – 5:00pm
Thursday: 8:00am – 5:00pm

DoubleTree Suites by Hilton Hotel Atlanta – Galleria
2780 Windy Ridge Pkwy SE
Atlanta, GA 30339
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Registration is $1,500/person. Premium EGIA members can apply their EGIA Contractor University Training Investment Funds to cover this cost.

Cancellation Policy
The deadline to cancel your training registration without penalty is 15 days prior to the training start date. Registration cancellations received after the deadline will result in a loss of training funds. The full amount of training funds used to register for the training will be deducted from your account.

Gary Elekes

President, EPC Equity

Gary Elekes is serial entrepreneur with a passion for helping others become more successful by sharing what he has learned during his 20+ years working closely with all facets of the contracting industry. During his career, Gary has held senior management positions at Lennox and Service Experts. In 2000, Gary moved into entrepreneurship and started his training and consulting business EPC. Today, EPC continues to support growth oriented businesses aspiring to reach 20% EBIT. He also designed the very first web based learning platform for the residential contracting industry, which acts as a support system for training and learning in HVAC and plumbing trades, and has over 5,000 subscribers.

In 2003, Gary began acquiring contracting firms with a focus on developing turn-around opportunities. He also opened and operated several start-up businesses. In 2010, he added web design/SEO and online marketing to his company portfolio starting Imarket Solutions as a co-founder. Gary graduated from Ohio State University with a BSBA and also holds a Master’s Degree in Business and Finance.

Part 1:
The Role of a Technician
  • What you really do
    • Critical Tools used as a Technician
    • Understanding customers’ needs, wants and desires
  • Why you do it
    • Need the job
    • Company forces you into actions
    • Compensation is better
    • You like to sell
    • It’s common sense
  • What is your personal value proposition to a company?
  • Your necessary skill sets to be successful
Part 2:
Customer Service for 21st century
  • What Consumers Want &Expect
  • How to deliver what they want & more
    • Connecting
    • Hershey kisses
Part 3:
Fundamentals of Customer Service
  • The Perfect Service Call Processes
    • The 10 Steps of a perfect call
  • Steps to Creating Consumer Education
  • Within the service call reading the customer
  • In the home
    • Maintenance agreements
    • Accessories Opportunities
    • Home Comfort Systems
  • When the decision maker is not at home
Part 4:
Creation of a Selling System
  • Selling Forms
  • Educational & Marketing Materials
    • Consumer Brochures
    • Step by Step to Home Comfort
    • Repair Versus Replace
    • Your New System
    • Indoor Air Quality
Part 5:
Improving your Life by Improving Your Skills
  • Positive – Constructive Attitude
  • Observation of Communication
    • Body Language
    • Voice Intonation
    • The Meaning of the Words
  • Listening Skills
  • Questioning Skills
    • High Gain – Open Ended
    • Targeted Specific from High Gain
    • Listening, Probing, Questioning & Providing
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