Training Packet

Welcome to the 5 Star team! This packet includes everything you’ll need to help
you get started on becoming a successful telemarketer.

Let’s start by looking at the important information you should know

about chimneys.

How often should you have your chimney flues swept?

According to the National Fire Protection Association (NFPA), if heating with
• Oil – Every year
• Gas – Every two years
• Wood Burning – Depends upon how many cords of wood is burned
and how often.
Why fireplace safety and cleaning your chimney flues matter!
Heating a home with gas or oil leads to the accumulation of creosote; a
carbonaceous, sticky, flammable substance. When this substance builds up, house
fires and puff backs are more likely to occur. Sweeping (or cleaning) a chimney
according to NFPA regulations will not only decrease the amount of oil/gas being
used to heat the home every winter season but sweeping will also prevent chimney
fires.
How we sweep flues…
Two technicians are sent to the home. One technician goes on the roof to the top of
the chimney and removes the cap (if there is one). The technician at the top of the
chimney then sweeps the flue from top to bottom with a brush, while the other
technician is at the base of the chimney with a commercial grade high powered
HEPA filtered vacuum to vacuum all the debris for a 100% no mess guarantee. The
technician on the roof then reinstalls the cap and the job is complete.
What are we members of?
5 Star Chimney Services and our technicians are members of the Chimney Safety
Institute of America (CSIA), we are Certified Chimney Professionals (CCP) and
we are members of the National Fire Protection Association (NFPA).

Is 5 Star Chimney Services licensed and insured?

We are 100% licensed and insured and provide all credentials upon arriving at the
customers home.
Chimneys MUST be made of:
• Brick
• Stone
• Cinderblock
Chimneys we DO NOT service:
• Pre-fab chimneys (metal or covered in vinyl siding)
• Pellet stoves
• Gas fireplaces
• Propane heat
• Direct vents (vents that are directly from the heating element thru the side of
the home to the outside)
**We DO NOT service**
• Homes that are less than 30 years old (built in 1991 as of 2021) unless the
homeowner requests a wood burning stove cleaning OR if there are issues
with the chimney (damaged from a fallen tree, blockage, etc.)
• Condos
 • Mobile homes
• Homes within a homeowner’s association
•
Pitch is Everything!

Every great telemarketer has a great pitch. So here is an example to help you
get started on personalizing your own:
“Hello, my name is __________ and I’m with your local chimney company. I’m
calling today because we are back in your area for the annual chimney cleanings
and we are offering a half priced special. Can I ask you how you heat your home?
Is it with gas or oil? When was the last time you had your chimney swept?...”
This is purely an example. As long as you are able to get the key points asked in a timely
fashion, you will be okay.

The Specifics

Key Points to collect from the homeowners:

• Homeowner (are you speaking with them?)
• Age of home (30 years or older – built before 1991)
• Does the home have the original flue? (terra-cotta) If not, was a stainless
steel liner installed?
• Heating source (gas or oil)
• Chimney material (brick, stone or cinderblock)
• Fireplace as well? (we can bundle a low price – Ask Don!)
• Last cleaning (Oil – every year/Gas – every two years)
• ALWAYS CONFIRM
• Full Name
• Full Address including Zip Code
 • Phone Number(s)
Our sweeps also include:
• 12-point Fire and Safety Inspection according to the NFPA guidelines.
• Before and after pictures.
You can book estimates too! (If the problem qualifies)
When booking estimates please ensure the estimate is only for a liner or a problem
such as the customer is smelling smoke. If you feel what the customer is explaining
needs attention, ask a supervisor. Better safe than sorry.
All other estimates such as an estimate for a cap or re-pointing can be booked only
if the customer is booking a sweep.
You may end up with a customer demanding how we have their
information…
These 3 are the only ways we acquire leads:
• They were referred by another customer
• We acquired other companies that have serviced them in the past
• We have serviced them in the past
You may also end up with a customer asking where we are located…
Your response should include: We are headquartered in Westborough but we
accommodate the whole state. As of right now we have 4 trucks in ___________.

Dispositioning calls accurately is extremely important!

• If the customer does not want another call or they request to be taken off our
call list, click DNC-PERM
• If the customer states they have been serviced already, click WORK DONE
ALREADY
• If the customer states that you are calling the wrong number, click WRONG
NUMBER
• If you get an answering machine, click ANSWERING MACHINE
 • If the customer requests you to call back at a later date, click CALL BACK
• If the customer explains they do not have a chimney, click ELECTRIC
• If the customer does not respond and hangs up, click HANG UP
• If the customer states they are not interested, click NOT INTERESTED
Be sure to click on the correct disposition option. This allows numbers to be
recycled. Many times, it takes 3 or more calls to close a deal!
When you are closing a deal with a customer:
• Refresh your calendar prior to setting a date and time with the customer.
• Ensure you have the correct name, address and phone number of the
customer.
• After selecting a date and time and gathering all the key points, please have
a manager confirm the information with the customer before disconnecting
you call.
• Print out and disposition the call as DEAL!
Your name should be on the deal otherwise you will not receive commission.

It may seem like a lot of information at first, though it is fairly simple. Please
use this packet as a reference for the next couple of weeks. If you have
questions, don’t hesitate to ask Don!