How to Upsell a Service Plan

Boost Your Maintenance Game

Setting the Stage

Talk About It!

Every single interaction with a customer is an opportunity to foster meaningful connections and drive business growth. One often-overlooked tool in the customer service arsenal is the service agreement. You likely have some form of membership at your company – whether it’s called a Comfort Care Plan or an Annual Maintenance Program. These tools are ideal to build long-term relationships with clients. 


Here’s a quick recap: Service agreements offer exclusive benefits and value-added services to customers who sign up, ranging from priority scheduling to discounted repairs, and/or regular maintenance. However, as valuable as these agreements may be, they are only effective if customers are aware of them.  This is where the role of customer service representatives becomes pivotal to…well, represent.  


If we don’t tell customers about what we have to offer and how we can serve them, they may not know it’s an option. When working in customer service, it becomes our responsibility to share the full scope of our business so customers can make educated decisions about how they want to move forward, and our team can continue to extend opportunities that are a win-win for both the client and the organization. 

Putting Customers First

Timing is Everything

In the world of customer service, timing is absolutely crucial. This is something we learn early on in business school, and it applies to sales training as well. Before diving into discussions about service agreements or membership programs, it’s imperative to prioritize the customer’s immediate needs first. Why? When a customer reaches out to your business, they often have a specific issue or concern they need addressed promptly. Whether it’s a broken appliance, a plumbing emergency, or an HVAC system on the fritz, their primary focus is resolving their current problem. As customer service representatives, our first responsibility is to acknowledge and address these immediate needs with empathy and urgency. The customer called for a reason, and they are seeking reassurance that their needs are going to be taken care of, before we direct the conversation towards another topic.


This doesn’t mean we should ignore the opportunity to introduce service agreements altogether. Instead, it’s about finding the right moment to broach the topic. Once the immediate issue is resolved, there’s often a window of opportunity to engage the customer in a conversation about long-term solutions and preventive measures. By demonstrating attentiveness to their immediate concerns and then segueing into a discussion about how a service agreement can benefit them in the long run, we show that we’re not just focused on the here and now, but also invested in their future satisfaction and peace of mind.


Timing is everything, and by putting the customers first, we lay the groundwork for meaningful discussions about service agreements that add value to their overall experience with our company.

Compelling Dialogue

Sample Script

Before diving into the specifics of how to present service agreements to customers, let’s take a moment to consider the importance of opening up a dialogue. Effective communication lays the groundwork for successful interactions, and it’s no different when it comes to discussing service agreements with customers. The language we use, the tone of our voice, and the way we frame the conversation can significantly impact how customers perceive the information we’re sharing.


Compelling dialogue involves more than just relaying information; it’s about engaging customers in a meaningful way that resonates with their needs and desires. This is why we use the Pattern for Excellence as our foundation for conversation flow at PSP! Here, we talk about active listening, asking the right questions, and demonstrating genuine empathy and understanding in our coaching sessions. By responding to a customer’s needs first, then framing our conversations around the value and benefits that service agreements can offer, we can pique the customer’s interest and make them more receptive to the idea.


Now, let’s explore a sample script that CSRs can use to seamlessly introduce service agreements during customer interactions, keeping in mind the principles of compelling dialogue we’ve just discussed.


CSR: “Thank you for reaching out to [Company Name]. My name is [CSR’s Name], and I’m here to assist you today. Who do I have the pleasure of speaking with?”

Customer: “My name is [Name] and I’m experiencing [issue].”

CSR: Hi [Name], again my name is [CSR Name]. I hate to hear you’re dealing with [issue]. Can you tell me more about [issue related question]?

Customer: [Responds to probing question prompted by CSR.]

CSR: Well that doesn’t sound good, but you did the right thing in giving me a call today. We can definitely take care of you. Do you have a date/time that’s convenient to have us out to your home?

Customer: [Responds to date/time.]

CSR: [Gathers logistic information from customer, such as address and contact information. Once complete, CSR can book the appointment.]

CSR: I have ___ or ___ available, which works best for you?

Customer: Let’s schedule it on ___.

Note: Your CSR has now won over your customer, and booked the job by addressing the customer’s needs as the priority. Now we are ready to start wrapping up the call by creating value and introducing your service agreement.


CSR: Perfect! I have you all set for us to come out on ___. Our licensed and certified technician will send you a text when he/she is on the way to your home. All our techs are backed by our family own business along with our satisfaction guarantee. When we come out, our top priority is to get your [issue] up and running at peak efficiency. It’s just $X for us to take care of you, and anything additional will be quoted on site. 

Before I let you go, would you like to hear about our service agreement to help you save more money on your appointment?

*Customer: I always like to save money. What does it include?

CSR: Our program offers a range of exclusive benefits designed to make your experience with us even better. This includes [list benefits such as priority scheduling, discounted prices, freebie services, etc.]. It’s a great way to ensure that your home systems are well-maintained and that you receive top-notch service whenever you need it. By signing up today, we can apply it right away to your upcoming appointment!

Customer: [Shares details to sign up.]

CSR: [At the end of the call] Thank you again for reaching out to [Company Name] today, we look forward to serving you and your home. Have a great day!


*Note: If a customer says they don’t have time or are not interested in your service agreement right now, CSR’s can always offer to send information by email or make a note for the technician to follow up with the sale opportunity while they are at the customer’s home.

Sealing the Deal

Integrate Service Agreements into Every Interaction

Incorporating service agreements into every customer interaction isn’t just about making a sale; it’s about providing value and building long-term loyalty between your brand and each individual client. By emphasizing the benefits and convenience of service agreements, we not only enhance the customer experience, but allow trust to be built between both parties.

I encourage you and your team to make it a priority to integrate service agreements into every interaction, from initial inquiries to follow-up calls. By consistently highlighting the benefits and advantages of service agreements, you have the opportunity to boost your sales and strengthen relationships. Seize every opportunity to educate and empower your customers, one conversation at a time!