If you’re considering upgrading or replacing the existing HVAC (heating, ventilation, and air conditioning) system in your home, there are a lot of factors to consider before making a purchase. Whether you’ve shopped for an HVAC system in the past or this is your first time, it is crucial to do your research. HVAC systems have evolved greatly over the last several decades, meaning new, more energy-efficient options may be available since your last one was installed. Fortunately, following an HVAC checklist will help you consider all critical components and make the best decision for your budget, preferences, and home layout.
First and foremost, ensure that investing in a new HVAC system is the right choice for you. If your system is fairly new and not working properly, it may be more cost-effective to repair rather than replace it. If you are trying to decide whether to repair or replace a unit, you can use the Repair or Replace tool, which considers the system's age and the cost of any outstanding repairs.
Generally, a furnace can last 12 to 18 years with proper maintenance, and an air conditioner can last anywhere from 10 to 16 years. An older unit, however, may run inefficiently and require lots of maintenance, meaning it may be cheaper, in the long run, to update an older furnace with a newer, more efficient model. A local Trane dealer can guide you through this process based on your system’s maintenance or repair history, age, and overall efficiency level to complete this step of the HVAC checklist.
Because HVAC is such a specialized industry, most homeowners don’t keep up with the latest technologies and developments until it’s time to purchase a new heating and cooling system. Once you’ve worked with a local dealer and determined to replace your old HVAC unit, dive into the basics. Start by considering your biggest concerns within your home. Do you struggle with high humidity levels, experience hot or cold spots, or high utility costs? These concerns will drive your research and guide you in a general direction. For example, those who struggle with high utility costs may discover energy-efficient heat pumps, or you may discover you can add a dehumidifier to certain HVAC systems to decrease excessive humidity.
It is also to consider whether you have existing ductwork within your home. Many older homes have ductwork but may have weak spots, holes, loose connections, or excessive buildup that alters the system's efficiency.
After learning the basics of new HVAC systems that sound appealing, it’s time to dive in deeper. Look into the specifics of the HVAC system type you are considering and determine whether this seems feasible for your needs or location. For example, if you were seeking an energy-efficient heat pump, you might discover that they work best in mild climates. Conversely, a furnace might be better for your home in the northeastern United States. From there, you can explore your options further. You may look further into a gas furnace or a dual-hybrid model to be more efficient. This will give you a good idea of your options, but ultimately, other factors will need to be considered for optimal results.
Now that you know what to look for in new heating and cooling systems, reach out to a local HVAC installation expert. Here, you can discuss your concerns, your preferences and ask for further recommendations. An expert will thoroughly inspect your home's size, insulation levels, and other concerns. Because they are local to the area, they will also consider the ideal setup for the region’s heating and cooling seasons. This includes considerations for energy efficiency. Look at the seasonal energy efficiency ratio (SEER) to help decide if you are unsure. While 13-14 SEER is the minimum, anything above 16 is considered high efficiency, depending on your region. After receiving product and installation recommendations, be sure to ask for a price quote.
It’s important to feel confident in your new HVAC installation. In many cases, homeowners often consult with several dealers to hear their recommendations and receive quotes. This is important as some dealers may be able to offer financing, rebates/warranties, or they may work with different HVAC manufacturers. If you prefer a particular HVAC brand, it is important to inquire beforehand. In doing so, you can look into local dealer recommendations straight from the manufacturer. This ensures they are equipped with the proper training, equipment, and knowledge to assist homeowners in completing a thorough HVAC checklist before buying and installing a new system.
Once your system is installed, add a test run to your HVAC checklist. While your HVAC technician performs a trial after installation to ensure everything is working properly, focus on the comfort factor. From there, consider setting your thermostat to an energy-efficient temperature and looking into other ways to decrease your energy usage and utility bills to make the most of your new HVAC system. Be sure to perform regular maintenance, such as changing air filters, and connect with your local dealer to perform seasonal inspections to maximize the performance and overall lifespan of the unit.
As an HVAC sales representative, the key to success is preparation.
Before you even start the sales call, see what information you can gather about the customer and their situation.
Ask your CSR or Dispatch for any information about:
- Age of the AC unit or heating system
- How long there has been a problem
- How long since their last system maintenance
- If they have any specific problems with energy bills
- If they are not satisfied with the temperature of the system
- If they asked about financing or cost over the
- Why they chose to call your company
- If they were referred by another customer
Knowing this information ahead of the sales call makes a huge difference. It shows you are prepared before meeting the customer and ready to take care of them. It also reduces surprises when you arrive.
Most HVAC customers feel nervous or apprehensive about having a stranger visit their home.
They don’t know the person, and they are expecting the HVAC technician to hard sell them.
The best HVAC sales techs build trust and rapport before arriving at the person’s home.
They do this with a simple 'call ahead.'
A call ahead is a 3-minute call to introduce yourself and let the customer know you are almost at their home.
Here is a sample HVAC sales script for the call ahead:
“Hi, Mr. Smith. This is Tom for ABC Heating and Cooling.
I am on my way to your house to take care of your AC system problem (mention the problem if you know what it is).
Before I arrive, I was curious about how long this has been happening?
Also, do you happen to know when you had your last AC maintenance?
I should be there in about 15 minutes. Anywhere specifically you want me to park? Any pets or anything else you need me to be aware of?
I’ll see you there soon. Look forward to meeting you.”
This simple 3-minute HVAC sales script helps you build trust and connection before you arrive and will make the homeowner much more comfortable about your visit.
Calling ahead is a great way to show potential customers and repeat customers that you care about helping them take care of their HVAC system.
A lot of HVAC sales technicians talk too much.
Especially when they first arrive at a customer's home.
One of the best things you can do to build trust with new customers is to take time to understand the problems and pain a homeowner has.
If you learn the skill of asking quality questions, you can quickly rise above the competition and make more HVAC sales.
Here is an HVAC sales script for uncovering customer's problems and pain:
“Can you tell me a little bit about what has been happening?
How long have you been noticing that?
Have you tried to fix the problem before?
Have you noticed any problems with temperature or increased energy bills?
Does anybody else in the home complain about heat or cold?
Anything else you’ve noticed or want me to look at?”
The reality is that most HVAC techs are not trained to be good listeners or to ask good questions.
Let your customer talk, and listen for the problems and pain they are experiencing.
If you want to grow your HVAC sales, you must be able to understand your customers' mindset and what they are thinking.
To find out what they know first, you can try this HVAC sales script:
“Any idea what might be causing the problem?”
“What’s your main concern you’d like me to look at first?”
“Do you know how old your HVAC system is?”
“Have you done any research on the problems with your HVAC system?”
“Is there anyone else who is involved in the decision?”
When you take time to ask questions, you will uncover their problems and gain a deeper understanding of what is important to them.
Only after you understand a customer's mindset can you begin to discuss potential solutions and the options available to fix them.
And remember: the more questions you ask, the more they will trust you.
One of the best HVAC sales techniques is to slow down.
When an HVAC sales rep feels rushed with a new customer, they miss the chance to build trust.
Pause, take a few breaths, and be present with your customers.
Use these HVAC sales questions to help build trust:
“How long has that been happening?”
“Any idea what might be causing it?”
“Have you looked at what that is costing you?”
“Anyone else taken a look at this before?”
“How do you see me helping you today?”
Ask more questions, listen to the answers, and take the time to explain your findings with their HVAC equipment.
Once trust is built, it is much easier to create a customer for life. You can sell more service agreements, IAQ, and duct cleanings to homeowners who don’t feel rushed.
An existing customer will often request you as their HVAC tech because they feel that you ‘took the time’ with them.
Most homeowners don’t trust sales reps, and many HVAC contractors make this worse by not explaining what they are doing.
The number one complaint most customers have about HVAC salesperson is that they 'were in and out' and that they didn't understand what work was done.
To separate yourself from the competition, you should let the new customer know exactly what steps you will take when looking at their HVAC unit.
Here is a sample HVAC sales script to try:
“Mr. Smith, I will need about 1.5 to 2 hours today - are you ok on time?
Ok, well, here’s what I’ll do.
First, I’ll take a look at what you mentioned (their main problem or concern) and see what I find.
Then I’ll go through the house and inspect the thermostat, the vents, the indoor unit, and outdoor unit.
If you’d like to show me where they are, we can look together. Or I can come get you if I find something. Which would be better for you?
Are there any rooms or areas of the home you want me to avoid?
Any other questions before I get started?”
Many HVAC technicians try to explain problems and issues to homeowners to try to convince them to buy.
You might think that the more you tell a customer, the better chance you have of them making a decision. The truth is the more words you use, the more you confuse most homeowners.
The best HVAC salespeople always share pictures and videos of the HVAC unit with their customers.
Modern technology has totally revolutionized the HVAC industry. Thanks to cell phones and tablets, every HVAC contractor is now able to take photos and videos and share them immediately with customers.
Taking photos and videos of your customer's unit should be the first priority when you find any potential problems. A visual record of what you have found will do much more than trying to verbally convince someone.
As a rule, it's a good idea to ask customers if it's ok for you to get them involved if you find anything. Usually, they will agree, and then you can also suggest sending them a copy of the photos and videos you take.
Photos and videos are the best way to show your customers' problems with an HVAC system. They act as a selling tool for other family members who can't be present at the time of your visit.
Also, if you don't exactly know what is causing a problem, you can send the image to a fellow HVAC technician on your team and ask for their input.
Most homeowners do not have the financial means to buy a whole new HVAC system with cash. The vast majority will need to do monthly payments, or look at financing options for their their new air conditioning unit, furnace, or heat pump.
Here is an HVAC sales script for discussing monthly payments:
“Mr. Smith, to replace an AC system like this, we are looking at somewhere between $10,000 to $18,000. I know that is likely a shock, and it’s never great news.
I know if this were me, I would be looking at making monthly payments for something like this.
Goto Dolang to know more.
Is that something you want me to add to the quote to look at for you?”
By using yourself as an example, you show empathy, and you soften the blow of having to spend a lot of money upfront.
It also puts you on the side of the customer and makes them trust you more.
One of the biggest mistakes an HVAC sales rep can make is to leave a call without a clear next step.
Most homeowners will want to think about what to do and may need to discuss the decision with a spouse, partner, or family member.
This is normal for any big financial decision, so don’t get discouraged if they say, “I need to think about it.”
However, you should still lead the customer to a clear next step.
Whenever a customer says they “need to think about it” before buying or repairing HVAC equipment, you should guide the conversation.
Here is an HVAC sales script for getting a clear next step:
“Mr. Smith, that totally makes sense. I would do the same thing.
What I usually like to do is set up a clear next step to help you make the best decision for yourself and your family.
Does it make sense to check in again in a day or so? What do you think the next step would be?
I’ll make a note to call or text you then and see what you’ve decided.
Does that sound like a good plan?”
Doing this gives you permission to call them and revisit the decision.
It’s also a good idea to ask who else will be involved in the decision-making process.
Here are some HVAC sales questions you can ask to clarify:
Who else is involved in this decision?
Do you know what information they would like to help them choose?
What do you think they might be worried about?
Anything else I can do to help you explain it to them?
Once you have a clear next step and an idea who else is involved, you are much more likely to get an answer rather than a stall or put off.
The greatest HVAC marketing tactic is to gain more customers from your happy past customers.
Most HVAC companies will spend thousands of dollars per month on Google ads, marketing, content marketing, and social media marketing. Yet they neglect to see the goldmine of potential HVAC customers already available to them.
HVAC marketing is all about building trust and proving you are reputable. A referral from a past customer will do that automatically and much more effectively than a Google search.
If a customer is happy with your customer service, then ask them for a referral.
Here is an HVAC sales script to ask for referrals:
“Mr. Smith, I am so glad you’re happy with the results today.
Our business is focused on taking care of families and communities. That’s how we’ve built our company over the years.
If you have family, neighbors, or friends who are local and have similar problems, would you be able to send them our way?
We will make sure to take care of them the same way we have for you.”
A request for a referral will lead to many more HVAC sales than trying to find leads online. And all it takes is one minute to ask.
As well as slowing down, try doing less calls per day.
Most HVAC techs manage between 6-8 service calls per day. In the HVAC peak season, from April to September, the number of HVAC service calls can be as high as 10 or 12 per day.
When you are rushing from job to job, it's hard to be effective in HVAC sales.
One of the key lessons that SBE teaches in our HVAC sales training program is that you can earn more by seeing fewer customers per day.
If you reduce the number of homes and service calls to around 4 per day, you will have time to build trust, help customers to solve their problems, and to close more HVAC sales as a result.
Spend more time with potential clients, and you will see your sales conversion go up dramatically.
There is an old adage that ‘what is measured, gets managed’.
This means that taking the time to track and report your HVAC sales numbers will show you how well you are actually doing at closing sales with potential HVAC customers.
Most HVAC sales techs have no idea how much revenue they generate. They also can’t break down their sales by equipment, services, or add-ons such as IAQ or service agreements.
Not knowing your HVAC sales numbers means you have no way to grow your income or track spiffs.
Thousands of HVAC techs use the SBE App and Dashboard to track their sales results.
For more information, please visit Air Conditioning Trainer.