Achieving the Ultimate Customer Satisfaction

Since 1964, Fulkerson Services, Inc. has maintained high standards by continuously improving their technical, business, and customer skills in order to achieve the “Ultimate Customer Satisfaction.” Recently, Fulkerson Services needed a way to help streamline their sales process, increase their professionalism, and give them an advantage over their competition - without losing sight of the customer.

Right-Sales: A Logical Choice
Fulkerson Services, a Wrightsoft customer since 1987, was already familiar with Wrightsoft’s available products and that made adding the Right-Sales^TM and Right-Proposal^TM modules a logical choice. These modules enable companies to develop a professional presentation and proposal to match their exact business requirements while simultaneously linking to other Wrightsoft modules for Manual J load calculations, duct design, operating cost analysis, and more. During a sales call, Right-Sales lets you involve the customer with an interactive, needs-based questionnaire that incorporate the customer’s answers to build a complete bill of materials and a ready-to-sign proposal.

Buck Bell, Residential Sales and Installation Supervisor of Fulkerson Services, Inc. aimed to use Right-Sales for in-home sales calls after he attended the first Wrightsoft Right-Sales Workshop. During the workshop, Bell developed a custom proposal for Fulkerson, added their equipment and pricing to the program, and set up Product Information sheets with data on their popular equipment.

Using Right-Sales in the Home
When he arrives on a call, Bell takes a picture of the customer’s house and adds it to their customized proposal. From there, he measures the house and windows for his load calculation. “It used to take me forever to produce a block load, so I didn’t always do it. Now, it’s so easy I can do a block load in 15 minutes and it’s part of my routine.”

With all of the technical information he needs entered into Wrightsoft, Bell sits down with the customer to learn more about their lifestyle using the Customer Questionnaire in Right-Sales. “A big part of my job is to listen to the customer’s concerns and educate them about the importance of properly sized A/C units, running at the highest efficiency, to produce a comfortable environment,” said Bell. Bell can also use his custom presentations that can be launched right in the program, as well as the Product Showroom features of Right-Sales to answer the customer’s questions and show them how the equipment can solve their heating and cooling problems.

Confidence at Your Fingertips
Fulkerson’s finished proposal, automatically generated in the program after the equipment is selected, provides the customer with a good, better, best scenario. “We’ve found that when you give the customer options, they are less likely to shop around and more willing to sign your proposal.”

“Everything that I need to know for a sales call is in Right-Sales at my fingertips: pricing, product information sheets, equipment details, warrantees, etc,” concludes Bell. “The Right-Suite program helps me work smarter, simplify our sales process with less interruption, and gives me more confidence for the entire sales call.”