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Marketing & Selling ServicesStacey EpsteinVP of MarketingServiceMax
Revenue Matters“Keenest interest” of Service DepartmentsContribute to bottom lineFunnel revenue back to service programsTi...
Marketing 101Get in the Mind of the BuyerUnderstand their painListen to what compels them to buyDocument their objectio...
Productize Your Offerings Define programs that directlyaddress buyer pain Create different offerings1. One time service ...
“Launch” Your Product Hold an internal kickoff Include sales, service, admin,EXECUTIVES Explain why this is soimportant...
Leverage your PeersEnlist the CFO to set pricing, targets, & metricsEnlist Marketing to help with value proposition and ma...
Leverage Technology Maintain installed base info!!• Even on prospects Auto email promotions whenwarranties are expiring...
Collaborate with Chatter
Up-Sell: No more missed opportunities!!
Advanced SellingService Selling ProductService CallAir-Conditioner Broken!!!• Aged 8 Years• No Warrantee Left• Recurringpr...
How does this work?
Rethink Field Service
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How to Market and Sell Service to Drive More Service Revenue

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This webinar deck discusses why customer service organization need to focus on marketing and selling their services to drive service revenue. See tips and key steps to power your service marketing and sales.

For more information, contact ServiceMax at:
Email: info@servicemax.com
Phone: 1-800-756-4960

Published in: Business, Education
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How to Market and Sell Service to Drive More Service Revenue

  1. 1. Marketing & Selling ServicesStacey EpsteinVP of MarketingServiceMax
  2. 2. Revenue Matters“Keenest interest” of Service DepartmentsContribute to bottom lineFunnel revenue back to service programsTimes they are a changin…Yet most Service orgs don’t have thetime or skills to even think aboutmarketing and selling
  3. 3. Marketing 101Get in the Mind of the BuyerUnderstand their painListen to what compels them to buyDocument their objectionsStudy the competitionGET IN THE FIELD
  4. 4. Productize Your Offerings Define programs that directlyaddress buyer pain Create different offerings1. One time service fee of $200, or…2. Recurring preventative maintenance of $300Dog-walker? Or Pet Caretaker.. Give descriptive namesEnsure your x-ray never misses a day of workNever endure a night without heat Determine the VALUE PROPOSITIONfor each offering Why is this the best choice? What are the benefits? Short, simple, direct Create datasheets and webpages Use customer examples, quotes & sidebars Create a promotions calendar with deadlinesIf your offering doesn’t deliver value,who will buy it?
  5. 5. “Launch” Your Product Hold an internal kickoff Include sales, service, admin,EXECUTIVES Explain why this is soimportant Create a tagline - THINKSERVICE SALES Give new titles Service Admin –> Service SalesAdmin Deliver internal training &sales tools Objection handling Upsell cheat sheets forschedulers Role play elevator pitch Introduce bonus plans orcontests Announce to customers
  6. 6. Leverage your PeersEnlist the CFO to set pricing, targets, & metricsEnlist Marketing to help with value proposition and materialsEnlist Sales to help with objection handling, sales tactics
  7. 7. Leverage Technology Maintain installed base info!!• Even on prospects Auto email promotions whenwarranties are expiring Have service create oppties for sales Update history after every customerinteraction Set up metrics to evaluate offers &programs Use collaboration tools to increaseengagement
  8. 8. Collaborate with Chatter
  9. 9. Up-Sell: No more missed opportunities!!
  10. 10. Advanced SellingService Selling ProductService CallAir-Conditioner Broken!!!• Aged 8 Years• No Warrantee Left• RecurringproblemsSales through ServiceUp Sell Technician Response$150Fix it ? OR$1500New Product+1yr WarrantySkill Based RoutingFix it Tech Fix it + Up sellTechResults$1500+warrantyNo sales involvement!
  11. 11. How does this work?
  12. 12. Rethink Field Service

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