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EGIA Contractor University

Contractor Educational Programs

Technician Communication & Selling Workshop

April 6-7, 2017 – Dallas, TX

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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

April 6 – 7, 2017
Thursday: 8:00am – 5:00pm
Friday: 8:00am – 5:00pm

Crowne Plaza Dallas Downtown
1015 Elm St
Dallas, TX 75202
Driving Directions

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.

Russ Horrocks

Vice President, HVAC Sellutions


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 HVAC Sellutions 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.

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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