Handling Rejection: Turning a No into a Yes

No Entry

No Parking

No Trespassing

No Shoes, No Shirt, No Service


No can be one of the most discouraging words to hear. It’s so definite. So absolute. So final. In sales, no is a death knell. 

Or is it?

In HVAC sales, a potential no can become an absolute yes with the right insight. But moving the needle from no to yes takes some skill and finesse. However, before even trying to change the customer’s mind, HVAC technicians and supervisors should try to understand the reasons behind the objection.  Some of the more common factors include:

  1. Price
    Objections involving cost are usually more about value. Customers need to be sure they’re getting enough value for their dollar. In HVAC sales, the price and value must align. A sales team must provide customers with details that justify the cost. 
  2. Trust
    Customers need to feel comfortable with a company and its employees before agreeing to a sale. EverRest’s Lead Generation Tasks and Secondary and Mandatory Lead Conditions were designed to improve customer confidence. 
  3. Uncertainty
    Customers who are apprehensive about closing a deal usually need more information. The sales team must determine where the customer needs more details to bridge a knowledge gap. 
  4. Indifference
    Customers who seem indifferent to replacing their aging HVAC system may not understand the urgency of the situation. Make sure they understand the problems and the possible outcomes. 

With this information, the sales team can use specific approaches to win new customers. Some of the best HVAC sales skills include:

  • Being a product expert

Customers have questions and deserve immediate answers. A sales representative who is knowledgeable about the product improves customer confidence. Before selling a product, learn more about it. If the answer is unclear, be honest. The best way to ruin a sale is to lie about the product. 

  • Going the extra mile

When it comes to HVAC service and sales, customers have more choices than ever before. Companies need to find ways to distinguish themselves from their competitors. One way is to ensure sales teams go the extra mile by building customer rapport, providing superior customer service and delivering on promises.

  • Using the EverRest Method

The EverRest Method was developed years ago with the customer in mind. The goal is to reassure customers they are working with a knowledgeable company that values their business.

Overall, the EverRest process helps turn a no into a yes by giving technicians and supervisors the guidance they need for success. EverRest’s Lead Generation Tasks and Secondary and Mandatory Lead Conditions were created so customers have the peace of mind that comes with a fully operational HVAC unit. By not running the tasks completely, HVAC companies do their customers a disservice. 

At every call, HVAC units should be inspected for the following Lead Generation Tasks: 

  • Coils that are damaged by excessive leaks
  • Heat exchanger cracks and fume emissions
  • Compressor damage
  • Motor damage
  • Air duct leaks or mold

Technicians should also check for Mandatory Lead Conditions that will reveal problems such as:

  • Evaporator, condenser coils or coil pan leaks
  • Heat exchanger or faceplate cracks
  • Grounded compressors
  • Substandard (red) compressor megohmmeter readings
  • Air handler or supply duct mold
  • Customer complaints about system performance or operating cost

And finally, technicians should inspect for Secondary Lead Conditions that include:

  • Rusted and damaged coil pans, heat exchangers and coils
  • Poor (yellow) compressor megohmmeter readings
  • Oil leaks and faulty bearings
  • Numerous minor repairs

Ultimately, getting customers to flip from a no to a yes takes reliable information, solid facts and verifiable details. The EverRest method provides all the tools to give customers the information they need to make sound decisions. 

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