Talking with my customer today, I asked her questions about her previous alarm system companies and what she wants out her new system.  I learned that she had used KMT in the past, and in fact, Tommy Smith, the owner of KMT, helped her with her system.  She stated that she needed batteries replaced and Tommy explained that we could do it for her but the batteries at local stores were less expensive than our batteries.  But she didnt like doing the work herself and climbing on ladders.  

So we proceeded to determine what she wanted in her system and she was happy with what I suggested as a solution.  After the system was designed and priced out, I mentioned that since she didnt like changing batteries and doing any maintenance on her system, that we had a Quality Assurance program to help with maintenance and several other benifits. But the best part was with this program, we offer 50% off on all battery replacements.  This was a super add on sale simply because I asked her questions and listened to her needs and wants long before I jumped in with all bells and whistles that we could overwhelm her with at the beginning.

Asking questions about wants and needs and actually listening is a to major tool in my tool box.  But knowing when to take that tool out and use it just as important.