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turn every call into a win with the Top Tier Technician Training Series

Transform your team with the Top-Tier Technician Training — learn to convert, build trust, and boost revenue.

Enroll Your Team Now

About the Course

The Top Tier Technician System by CHSI teaches your techs a winning mindset to show up as the service professional that produces revenue naturally without your techs feeling like salesmen. Boost your tech’s average tickets, skyrocket revenue and help your techs be the professional the client needs.

What’s Included in Course

31 Professionally produced training sessions with new sessions added quarterly

Summary Guides for quick reference for each topic/session

Best practice script examples, frameworks and suggested lines for each topic

Course Topic Overview

Technician Mindset: Get Your Mind Right

  • How a tech’s mindset and the self-fulfilling prophecy impacts calls
  • What it’s like in the clients shoes, where common defensive behaviors come from and what they look like
  • How to adopt and maintain the mindset of a true professional

Shutting Down Price Guilt: The Cost of Running a Service Call

  • Why price guilt is a liar
  • What the client is really paying for
  • How much it costs just to get to a client’s door
  • Why profit isn’t greed, it’s survival and prosperity

Preparing Like a Pro: The Pre-call

  • 4 steps to prepare for any call and show up like a boss
  • How these steps help you win before you knock on the door

The Greeting & Arrival: Making an Impactful First Impression

  • How to nail the client greeting over the phone and at the door
  • 10 rules to make that first interaction work for you

How You Make the Client Feel: Being the Best Houseguest

  • How the client’s courtesy can be a trap that leads to bad service
  • How to show up as the courteous professional the right way

Technician Rapport Building: Relationships Matter

  • When the best relationships are built
  • Simple questions and conversations that clients actually want to talk about
  • A simple trick to use when your mind goes blank
  • What NOT to talk about on the job

The Right Technician Terminology: Words Matter

  • How to talk to clients to inspire confidence
  • Phrases that shut clients down and what to say instead
  • How to talk about various repairs without sounding like a salesman
  • How to make sure your team is all speaking the same language to clients

Technician Discovery Questions: Be Curious

  • Why good discovery questions are the key to being the pro
  • The right discovery questions to ask on every call
  • How the right questions get you the job

Being a Good Doctor: How Pros Build Trust, Not Doubt

  • Every call is an audition requiring you to show up like the trusted professional, not the guess-and-go tech.
  • How to build client confidence through proof, never speculating, using detailed diagnostics, documentation, and clear communication
  • How to show up with great bedside manner, tone, and professionalism that sets you apart from every other tech.

Being a Good Doctor: Evaluating the Problem

  • The key to diagnosing any issue you run into
  • How to lead the client through your process with total confidence
  • How to handle tough or uncertain diagnostic situations

Charging for Diagnostics: Words Matter…Again

  • When to charge for diagnostics and how to explain it with confidence and no conflict
  • Using the right diagnostic terms that help clients understand your value
  • Why labels like “service call charge” matter

Protecting Yourself, Your Sanity & Your Reputation: Give Upfront Pricing

  • Learn why giving a written price upfront is how you protect yourself, your reputation, and your paycheck
  • Why verbal quoting is a guaranteed path to chaos, stress, and bad reviews
  • Get the exact words to use when clients ask, “How long will this take?” so you stay in control and out of the hourly-rate game
  • Master the mindset that turns awkward price talks into confident, trust-building conversations that win jobs and repeat clients

Verbally Quoting: A Common Death Sentence

  • Why some clients push for price so early
  • How verbally quoting derails the entire opportunity
  • What to do instead to deliver better service and earn more jobs
  • How written options shift the entire call in your favor

Coming Up with Options: Serving Over Selling

  • The mindset shift to serving over selling and how it changes everything
  • How to evaluate a client issue with the big picture in mind
  • How to build clear, beneficial options without overthinking
  • How to master timing to build trust

Bidding a Job: The Seven Steps to Pricing Success

  • The Seven Steps to a successful bid
  • How to get what you need to price the job like a pro
  • What to look for before bidding
  • How to break a job down into predictable steps
  • Why you shouldn’t price a job for worst case scenario and what to do instead

Price Like a Pro: Setting Your Task Number

  • Learn why hourly rates bleed you dry and how task numbers protect your time, profit, and sanity
  • Master the step-by-step formula for building accurate, profitable prices that you and clients can trust
  • Stop donating hours by setting task numbers to get paid for all the time and value you bring to every job

The Master Bidding Formula: The Math Behind Making Money

  • Learn the exact bidding formula that produces profit and confidence
  • How to use the divider method to lock in predictable margins and stop leaving money on the table
  • Master the math that protects your paycheck and turns every bid into a winning one

How to Set Up Options: Teeing Up the Shot

  • Why providing multiple options builds trust and confidence
  • The psychology behind how clients make decisions
  • How to set up presenting your options like a pro without overwhelming the client
  • How to make your top recommendation stick

Option Sheets: The Features of Success

  • Why every repair should get multiple options
  • The 8 rules for the perfect option sheet
  • The psychology behind the order of options
  • How to present pricing the smart way

Presenting Options: Taking the Stage

  • How to keep control of the call when presenting options
  • Why revealing the price at the right time changes everything
  • How to powerfully ask for the job, and get it
  • How to stay in your power with silence and setting boundaries when needed

Completing the Job Like a Boss: Asking for Reviews

  • Why Reviews are the lifeblood of a company
  • The framework to ask for reviews and get glowing reviews
  • How to turn satisfaction hesitation into a golden opportunity
  • What steps a company needs to take to boost that review count

Difficult Client Conversations: Why is it so Expensive?

  • How to show up in any tough conversation
  • The 3-Step framework that shows clients the value behind the price
  • How the framework actually lands with the client
  • How to hold your frame without being defensive or salesy

Difficult Client Conversations: Getting Paid Properly for Small Fixes

  • How to get paid well for small fixes while leaving clients happy and opening other opportunities
  • What clients really care about with small fixes
  • A 6-Step framework to show value and not just time
  • What to do if the client pushes back

Difficult Client Conversations: When the Client Wants a Bad Fix

  • What a substandard repair is and how to spot it
  • Phrases to avoid and use to keep a client on your side
  • How to earn respect and trust by saying “No” the right way

Difficult Client Conversations: Substandard Repairs Mean Substandard Service

  • How to hold your professional frame when a client asks for a bad fix
  • When it might be okay to do the fix and how to protect everyone if you do
  • The exact steps to take to make sure you and client are covered and stay on the same page

Technician Objections: Ground Rules

  • The best way to avoid dealing with any objections
  • What to do instead of answering objections head on
  • The tone shift that changes everything

Technician Objections: “I need to think about it…”

  • The two different types of objections
  • What this objection really means
  • The exact questions to ask that keep conversation going
  • How to stay confident without being pushy

Technician Objections: “I need to talk to my spouse…”

  • How to spot if this objection is a condition or smokescreen
  • The discovery questions to ask to sniff this out early
  • How to stay calm and confident and keep momentum going
  • How to invite the spouse into the conversation without being pushy or awkward

Technician Objections: “I need to get another estimate…”

  • How to recognize when this objection really matters and when to ignore it
  • The power of your presentation and written options
  • What to ask to keep the conversation going
  • What to say if you your about to lose the job

Technician Objections: “That’s too expensive…”

  • How to tell when this is an objection
  • How to stay calm and curious and not defensive or irritated
  • How to respond like a pro
  • How to earn the clients trust without lowering price

Technician Objections: The Last Chance Hail Mary

  • How to recognize when to set follow up or take a last swing
  • Two powerful Hail Mary moves
  • How to keep the conversation going to keep your chance alive
  • Being sure the game is over

Special Bonus Material ($ 1,499 Value Included):

BONUS Implementation Support + 90-Day Team Check-In Calls

We don’t just hand you the training — we stay with you. Includes support calls to get your team launched and a 90-day follow-up to assess progress and maximize results

BONUS Guided Worksheets + Answer Keys

Helps your team absorb the material and apply it to real situations

BONUS Practice Activities for Every Session

Designed for role playing and real-world skill building – including customization exercises for your specific company

BONUS Leadership Review Rescue Series

Training for Leadership on how to handle 1-star reviews, and turn them around with a proven 90 % + success rate

Ready to build a high-performing
team that delivers results?

GET STARTED NOW

Contact us

Phone

(520) 329-1973

Email

andrew@chsitraining.com

Address

14151 N Silverleaf Lane, Marana, AZ 85658