Water tank hybrid script

Hi! May I speak to the home owner please?

This is _____________, calling in regards to the Hot Water Tank; we will be coming by to have a look at the
equipment to ensure its functioning properly. If it’s not we can provide you with a HECP rebate

(IF YES)

We will come by between ____________, Is this the best time for you?

You are the home owner? _____

PRE-QUALIFYING QUESTIONS

● Do you live in a house or condo? 

(if it is a condo / apartment DO NOT CONTINUE BOOKING THE APPOINTMENT, but if it is a house ask the next
question) 

● Do you rent or own the home? 

(If it is a RENTER, do not continue) 

●Are you between the age of 18-75 (85)? (if over 75 (85), please do not continue the appointment and if the Cx
sounds too Old then ask for the Specific Age)

3.    Which equipment are older than 10 yrs. old?

Furnace
Ac
Water tank
Air filter
Attic insulation
Thermostat
Humidifier 

I have your name as ______ and your address as ________ is this correct?

Wonderful, thank you for your time and we’ll see you tomorrow at __ O’clock.

Closing:

The appointment is booked for “date and Time “

Thank you for your time, we will see you tomorrow and you have a wonderful day ahead.
Rebuttals

Offer Home Renovation for all types of Call

If the Customer is Not Interested on the Visual Safety Check:

In Understand you’re not interested but do you have plans for any home renovations?

What kind of Home renovations?

We handle full home residential and business renovations, from, roofs, kitchens, basements, bathrooms
etc...

Why do we need to check the attic?

- a high percentage of fires in Canada are started due to lose wires in the attic and making the insulation
get set on fire.

1. What is HECP?
home energy conservation program

2. What is it about?
The home energy conservation program is a program to
reduce the energy used in the Province. The advisor will explain how the energy audit process
works and will provide you information about the rebates where you qualify.

3. ARE WE WITH YOU NOW? Do we have a warranty with you?

NO YOU ARE NOT! We are not the HVAC Company that sold you the equipment, we are the ones
who rent out the equipment to different company that later installs to a consumer like you. So we
would like to come by tomorrow and make sure that the equipment is functioning properly.

1. WHO ARE YOU GUYS?

I’m calling from HVAC Rental Company,

2. You should have my name and address already?

I do. I simply need you to confirm it for me to ensure it's the correct person.

3. What HVAC company are you calling from?

I’m calling from HVAC Rental Company.

4. Where did you get my information from?

 We are calling all the consumers in the area from the automated dialer to inspect the area to make
sure it doesn’t pose a threat to the correct functioning of your equipment

5. Is this a scam?
Our experts are all legitimate and we believe in professionalism. I understand you may be skeptical.
There's no need to worry. We specialize consumer safety that’s why we are offering you this
complimentary visual safety check.

6. Is this mandatory?
 We highly recommend it to be done at least twice a year, just to make sure that the
equipment is still up to code and standard, with no crack, leaks or holes.

7. I'm not interested.

 Ok, well this is just a complementary offer that we have going on. It’s just to ensure
everything is up to code and standard.
 I understand completely, but with that being said, we specialize consumer safety with the
complementary safety check which is different from the yearly cleaning/maintenance.
Which means it will not interfere with any of your existing contracts as this is just a visual
safety check.

8. How much does this cost?

It’s a no cost Visual Safety Check.

9. Are you from the government/City?

NO! I’m calling from HVAC Rental Company.

10. How many consultants will pop by?

You can expect a maximum of 2 experts. You don’t have to worry because they will be in tagged.
They have their ID’s and badges as well.

11. Why is this happening now, It has never happened before.

I understand your concern typically when the equipments are being cleaned the safety check is
being performed as well, we are calling and taking care of only the safety check aspect of it &
making sure that the equipment is functioning properly.

12. Call back another time.

For your convenience I can definitely do that for you. But just to advise you as we are approaching
the fall season, we are booking more appointments than usual. (Proceed to the appointment)

13. Why are you calling?

We are calling to book the complementary safety check to confirm if the equipment is functioning
properly.

14. When they are asking what we are calling for but don't specify if they are the home owner….
I’m calling from HVAC Rental Company in regards to the Hot Water tank that the homeowner is
renting.

15. What is your phone number?

 We are calling from a call center and we are using an automated dialer.

16. Where are you located?

North York, Ontario

17. What’s your exact address/complete address?

2178 Don Mills Rd, North York, ON

18. WHAT ARE YOU GONNA DO DURING THE APPOINTMENT?

 Perform the visual safety check and will be completing the following tasks:
 Check the water tankif it’s still working properly
 To see if everything is up to code and standard
 Check the Attic insulation for to loose wires that can cause fire
 Make sure that the Attic is safe from any future Causes of fire

19. QUESTION THAT NEED TO RELAY ON THE EXPERTS.

That information will be handled by the expert coming by for the appointment.

20. Customer that is Language Barrier.

 Is there anyone with you who can speak English?
 Can you stand as our translator please?
 Can you translate it to the homeowner please?