IDR570 - Dual Trade Education Playbook

Knowledge Check and Continuing Education Playbook

start

Dual -Trade

Ideas and resources you can implement locally to continue to support associates' Dual-Trade learning

Continuing Education and Ideas

Additional suggested training in Workday to continue developing your HVAC or ResTrade knowledge

Workday Courses

Summary of what your associates should have learned during the Dual-Trade Workday programs and suggested actions to review and reinforce the training

Knowledge Check

Index

Water Heaters

HVAC

Knowledge Check

Questions to ask associates/test their knowledge

Ideas to review and reinforce the training

By now, associates should know

HVAC Knowledge Check

• What is a claimback, selecting a contract, ensuring “CB” is listed
• How to handle a warranty, link to HVAC warranty Sharepoint site
• Types of ductwork
• Common Add-On Sales
• Ductwork fittings and add-ons

• How to write simple HVAC equipment orders, what questions to ask the customer to meet their needs, and what add on sales to offer
• The importance of looking up equipment in the AHRI tool and how to get an AHRI number
• Different ways of looking up equipment: knowing Trilogie part numbers/jumpwords, Enterprise search tool, and AHRI tool
• How to use Ferguson.com to look up HVAC parts

• What is a BTU, tonnage, CFM, & SEER and AHRI
• The components needed for a split system, heat pump system, and mini-split
• What each of the following pieces of equipment do, and the main parts/components of each:

• Furnace
• Air Conditioner
• Coil
• Heat Pump
• Air Handler
• Mini-Split outdoor unit
• Mini-Split indoor unit

By now, associates should know:

HVAC

• How to access the Sharepoint sites for the equipment brands you stock
• How to find a spec sheet and warranty information on the manufacturer website
• Different options for Internal Air Quality (IAQ):
• UV Light
• Air Filters
• Ionization
• Features and benefits of our preferred IAQ vendors:
• Fresh-Aire
• Aerus
• AprilAire
• Plasma Air
• Features and benefits of our preferred Smart Control vendors:
• Google
• Resideo
• Ecobee

Associates who completed the consultative course should also know:

HVAC

• Schedule tours of an HVAC location, walk through the counter or warehouse in small groups, point out HVAC equipment and parts the location stocks
• Schedule tours of an HVAC location, walk through the counter or warehouse in small groups, point out HVAC equipment and parts the location stocks
• Demonstrate the website of manufacturers you stock, point out how to look up parts, pull a spec sheet, or address or a warranty issue

• Point out/highlight local customer preferences or geographic differences –
• What are your most popular products?
• How does your climate impact customer needs (ie warm weather, rarely sell furnaces)

• What are your most profitable add on items or brands of add-on items?
• What types of ductwork do you stock locally? Which are the most frequently sold?
• What IAQ and Smart Control products are stocked? Which are most popular?
• Is there a particular product where there’s a large opportunity for success?
• Are there additional add on sales not captured in the training?
• Allow associates to shadow an experienced associate write up a series of HVAC orders
• Informally quiz associates during branch visits, end of the day, slow time at the counter
• Simply ask, “What have you learned?” or “What questions do you have?”

Ideas to review and reinforce the training:

HVAC

• What’s the difference between an air filter, UV light, and ionization in IAQ products?
• What brands of Smart thermostats do we stock?
• How do I determine the BTUs needed for a mini-split outdoor unit?
• What’s a claimback? How do I ensure its correct in Trilogie?
• Pull up an AHRI certificate for a recent quote on a system
• Ask the associate to write up a quote for a split system, heat pump, or mini-split.
• What’s the difference between a 1H/1C Thermostat and a 2H/2C Thermostat?
• Ask the associate to find ductwork you stock locally within Trilogie

• What are the three pieces of equipment in a split system? What pieces of information do I need to find the correct equipment? What add on sales should I suggest?
• What equipment is included in a typical heat pump system? What pieces of information do I need to find the correct equipment? What add on sales should I suggest?
• What are the two types of equipment in a mini-split system? What pieces of information do I need to find the correct equipment? What add on sales should I suggest?
• What brands of HVAC equipment do we carry? Show me how to get to the Sharepoint site or the manufacturer site.

Questions to ask associates/test their knowledge:

HVAC

Questions to ask associates/test their knowledge

Ideas to review and reinforce the training

By now, associates should know

Water Heater Knowledge Check

• The difference between a condensing and non-condensing tankless water heater

• Potential add-on sales for water heaters:
• Expansion Tank
• Water Heater Pan
• T&P Valve
• Water Supply Lines
• Gas Supply Lines and Gas Shut-off
• Tankless Valve Kit (Tankless Heater)
• Re-Circ Pump (Tankless Heater)
• Condensate Pump
• How to look up water heaters and add on sales using common
• Trilogie jumpwords
• Common water heater parts:

• Gas valve
• Heating Element
• Thermostat
• Dip Tube
• Anode Rod
• Pilot Assembly
• Burner Assembly

• What a tank-style, tankless, and heat pump water heater is, how each works, and the pros and cons associated with each
• Water Heater brands that you stock locally
• Features and Benefits of the water heaters you stock locally
• The difference between atmospheric, direct, power and power direct vent water heaters
• Tank type options for tank-style heaters: Tall/Skinny, Short, Low Boy, etc.
• How to size a tankless water heater

By now, associates should know:

Water Heater

• Schedule tours of a plumbing location, walk through the counter or warehouse in small groups, point out water heaters and parts the location stocks
• Point out/highlight local customer preferences or geographic differences –

• What are your most popular products?
• What are your most profitable add on items or brands or add on items?
• Is there a particular product where there’s a large opportunity for success?
• Are there additional add on sales not captured in the training (earthquake straps, “Holdrite” brackets, etc)
• Schedule lunch and learns or vendor PKs for water heaters you stock, highlight features and benefits of those brands
• Allow associates to shadow an experienced associate write up a series of water heater orders
• Informally quiz associates during branch visits, end of the day, slow time at the counter
• Simply ask, “What have you learned?” or “What questions do you have?”

Ideas to review and reinforce the training:

Water Heater

• Show me how to find a 50 gallon electric water heater in Trilogie
• A customer asks for a 50 gallon natural gas water heater. What should you offer for add on sales?
• Why is a heat pump water heater more efficient than a tank-style?
• What’s the difference between an atmospheric vent, direct vent, and power direct vent water heater?
• What are the benefits of a tankless water heater compared to a tank-style?
• Show me how to write up an order for a tankless water heater and include the necessary add-on items
• What does a re-circ pump do?
• If a customer is swapping out a 50 gallon electric water heater for a 50 gallon heat pump water heater, what questions should we ask?

Questions to ask associates/test their knowledge:

Water Heater

HVAC

Res-Trade

Workday Courses

Continuing Education Playbook - HVAC Workday Courses

Additional Foundational HVAC Training

Introduction to Fan Coil Units

15

Basic HVAC Tools

10

HVAC Motors

09

Variable Refrigerant FlowSystem Overview

14

Chiller Systems

13

Intro to Chillers

12

Symbols and Wiring Diagrams

11

Metering Devices

08

Compressors

07

Refrigerants Overview

02

A2L Refrigerant Transition

01

Ductwork Fabrication and Installation Overview

06

Intro to Heat Pumps

05

Evaporators & Condensers

04

Temperature, Pressure, and Heat

03

The below courses are all available in Workday to continue your HVAC learning.

Foundational Plumbing Training

Water Treatment and Well Systems

10

Hangers and Supports

08

Fittings and Valves

07

Drains

06

Tubular and Fixture Trim

Plumbing Fixtures Overview

05

04

Plumbing Materials Overview

03

Basic Plumbing Tools

02

How Does Plumbing Work?

01

Gas Water Heater Operation

03

Electric Water Heater Operation

02

SPK Up: Episode 1 - Water Heaters with Fred Minnigerode

01

Additional Water Heater Training

Continuing Education Playbook - Res-Trade Workday Courses

The below courses are all available in Workday to continue your Res-Trade learning.

Create a Dual Trade Scan Book of Stocked Parts & Products

Ideas for Local Cheat Sheets/Resources

Counter Swaps, “Freaky Fridays”, etc

Teams Channel “Ask Me Anything HVAC”

In Person or Virtual Local Expert Training

Joint Sales Meetings with ResTrade/HVAC Leaders

Info

Info

Info

Info

Info

Info

Continuing Education: Ideas & Resources

Thank you!

• Sales meetings for attended by both HVAC and ResTrade Sales associates to speak on strategies, pain points, opportunities, and low hanging fruit.
• Frequency: 1 per month after completed rollout.
• Associates to host meeting: Area Sales Managers work with Area Managers, Directors to schedule meetings. ASMs will host meetings, AM/Directors can be guest speakers, etc.
• Associates to attend meeting: Outside Sales associates from opposite trade.

Joint Sales Meetings with ResTrade/HVAC Leaders

Request Form

Video Resource

Video Resource

Ferguson.com gives the ability to create a customized list of products, and then create bar codes that a counter associate could scan to enter items into an order. You can create a scan book of all locally stocked HVAC parts, water heater accessories, etc, and keep stocked at the counter for easy order entry.

Create a Dual Trade Scan Book of stocked parts & products

• Associate will need a Ferguson.com account. To set up an account check out the Associate Ferguson Online Access Request Form
• Learn to create lists, using lists, and doing a bulk product upload to Ferguson.com
• Learn how to use the print option in Ferguson.com for creating itemized lists, labels, or scan books

• Click HERE to view the full list of Dual Trade Tech Talk Podcasts.

Tech Talk Tuesday Recording: Ductless Systems: led by Marshall Phillips

Tech Talk Tuesday Recording: HVAC Lingo: Led by Jene VanBaest

In Person or Virtual Local Expert Training

• Breakdown of units, accessories, repair parts, etc
• Updates from local reps
• Common sales scenarios or challenges and how to address
• Can be offered virtually via Teams for geography/coverage issues
• Utilize Field Trainer to assist in scheduling, content, presentation guidance, recording virtual training, etc.

Locally stocked equipment with matching equipment options

Gives a partial part number of locally stocked equipment and accessories, giving an associate a template to use when writing equipment orders

Equipment Match-Ups:

Below are example of resources or cheat sheets that can be created locally to assist associates during order entry:

HVAC Equipment & Accessories Checklist:

Ideas for local Cheat Sheets/Resources:

• Res-Trade and HVAC associates trade roles for a 1 day a week, 1 week a month, etc. to practice working with different customers and writing orders for different products
• Swap 1-2 associates per counter/branch to allow knowledgeable associates to assist when needed
• Test associates knowledge prior to job swap (using questions in Knowledge Check Guides) to ensure a positive learning experience for the associate and pleasant experience for the customer!
• Ensure completion of Dual Trade Training programs prior to swaps

Counter Swaps, “Freaky Fridays”, etc

Teams channel “Ask me Anything HVAC”

• Create a TEAMs channel so associates can quickly receive answers to Dual-Trade questions
• Teams Channel name “ASK ME ANYTHING HVAC” and “ASK ME ANYTHING PLUMBING”
• Assign associates to turn on Teams notifications for channel alerts or regular monitoring throughout business day