GREETINGS:

May I speak with the home owner, Mr. or Mrs. ___________? (Wait for
the customer to reply)

INTRODUCTION:
This is ______ from ONTARIO EFFICIENCY ENERGY.

We are calling all the registered home owner’s in the city of

________(MENTION THE CITY)

REASON OF THE CALL:

The reason for my call today is to notify you that, due to the high
energy rates across Ontario, the government is now providing energy
rebates.

So, our energy auditors are dispatched in your area to help lower your
energy consumption and also apply for energy rebates of up to $5,000.

Are you still the registered home owner at _________? (Wait for the
customer to reply)

Qualifying Questions

1) Are you between the ages 18 - 79 (follow the time slot age was
indicated there?
(If customer is Overage ask if the spouse is between 18 to (follow the
time slot age was indicate there) if yes, continue with the call and
advice customer “Please have your spouse available for the
appointment) if the customer sounded really old ask for the exact age)
NOTE: make sure spouse is going to be available.

2) Do you rent or own the home?

3) Is it a house or a townhouse? ( if it’s a townhouse ask for a unit
number if yes take note, if none it’s okay continue)

NAME AND ADDRESS RECONFIRMATION:

Can you please re-confirm your name? - (wait for the cx to confirm
their own name)
Can you please reconfirm your address? - (wait for the cx to confirm
their own address)

For your peace of mind, our energy advisers are tested weekly and will
be wearing full PPE MASK, for your safety and theirs. Is anyone in your
home showing Covid-19 symptoms? (If Not) Excellent, see you
tomorrow at (TIME).

RECAP:
THE ENERGY ADVISER WILL GO INSIDE YOUR FURNACE ROOM TOCHECK
THE EFFICIENCY LEVEL OF THE EQUIPMENT SO BE PRESENT.
AND CAN YOU KINDLY RECONFIRM YOUR APPOINTMENT TIME? (wait
for the cx to confirm their own appt time) (VERBATIM)

Excellent! Thank you so much for taking this call.

REBUTTALS:
Wrong Number: Are you the owner of this phone number ending in
_______ (mentioned the last 4 of the customer’s phone number)

SEND ME THE LETTER ON MY EMAIL AGAIN? Unfortunately, we cannot

do that because the energy ADVISERS are already dispatched in your
area tomorrow to provide you all the information about the rebate
program that you may qualify for.
Not allowing you in my home due to COVID 19- No worries coz the
energy advisor will be wearing complete PPE suit.

• Who are you, guys?

We are a home services marketing company. We generate
appointments for the most reputable HVAC companies located within
the 5k radius of your home.

WHY DO YOU NEED TO GET INSIDE MY HOUSE? WHAT DO YOU GUYS

NEED TO DO?
The ENERGY ADVISORS need to CONDUCT A QUICK simple ASSESSMENT
on your furnace room to see the efficiency level of your equipment and
that’s the time they can tell you how much of a rebate you qualify for

WHICH EQUIPMENT YOU NEED TO ASSESS? OR WHICH EQUIPMENT

DO YOU NEED TO CHECK?
This assessment is for your HVAC equipment such as;
Furnace, Water tank, AC, humidifier. Attic insulation...

Which HVAC company are you calling from?

We are a home services marketing company. We generate
appointments for the most reputable HVAC companies located within
the 5k radius of your home.

Where did you get my information from?

• We are calling from a call center, and we are using an automated
dialer to call all homeowners in across Ontario

• Is this a scam?
No this is not scam coz this new rebate program is funded by the
provincial government and feel free to google $5000 rebate
program, Ontario
Is this mandatory? Do I NEED TO DO THIS?
• No, the program is not mandatory, but we highly recommend seeing
if you qualify to get approved at no cost.

• How much does this cost?

Absolutely no cost, this is just a quick assessment taking less than 15
minutes.

Are you from the government/City? /Are you related to the

government
NO! we are not from the government, were calling fromONTARIO
EFFICIENCY ENERGYwe network with reputable companies for HVAC
Equipment within 5kilometer radius in your local area.

• Call back another time.

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

• What is your phone number? We are calling from a call center, and
we are dealing with multiple HVAC companies. We cannot receive
inbound calls.

• Where are you located?

North York, Ontario

• What's your exact address/complete address?

• 110 Mills Rd, North York, ON

• What will you be doing during the appointment?

The expert will assess the equipment to determine the efficiency
level.
• Question that need to rely on the experts.
The experts who will be coming for the appointment will handle
the information.

EXAMPLE SCENARIO:
If the cx is asking how much will is cost if they want to installed a
new equipment

• Customer who has a language barrier.

• Is there anyone with you who can speak English? (It must be
heard that the translator is telling to the cx what is the call about
and both of them need to be present during the app)
• Can you stand as our translator, please?
• Can you translate it to the homeowner, please?

• Not interested (1) Why are you calling

We are ok/I'm fine,
The most significant reason for spiking energy costs for Ontario
residents is the equipment in the furnace room. We are assessing
the equipment and presenting you with our findings.

• Not interested (2)

Since 2021 Utility prices have nearly doubled, power is becoming
more expensive every year, because of this the government has
put into place several programs and incentives. These
assessments determine whether or not you will qualify for
available government grants.

• Are you selling anything?

I'm not calling to sell you a product; this is simply providing an

assessment to become more energy efficient. The highest energy
 consumption source for Ontario residents comes from the AC,
furnace, and water tank. These assessments determine whether
or not you will qualify for available government grants. And after
the assessment They will give you a recommendation base on
the outcome of the visit but it’s still up to you if you going for it
or not.

• I'm not buying anything. Or I’m not going to change anything.

I do understand but this is an assessment being conducted on
your equipment’s to determine its efficiency and they will give
you a recommendation base on the outcome of the visit but it’s
still up to you if you going for it or not.

SCENARIO ONE:
1st) If the customer is asking you as an agent if you are selling
something. – You can say no it’s not a sales call and you are not selling
anything.
2nd) IF the customer asking like “are they going to sell me something? is
the purpose of the appointment is to sell me something? Is it to ask me
to upgrade my equipment? – You need to tell customer that - They will
give you a recommendation base on the outcome of the visit but it’s
still up to you if you going for it or not.

• After the assessment, what happens next:

The assessment will determine why your bills are as high as they
are, and check the available rebate you may qualify for base on
the new efficiency upgrades.

• If I'm renting from another company, why would you give me a

rebate?
 No problem coz the government of Ontario provides rebates for
all residents who do not have efficient equipment.

• What I have is already efficient, and I'm satisfied:

This assessment is for all equipment in the furnace room. In most
cases, residents feel that their equipment is already efficient, and
then when the assessment is conducted, the results are so poor
that they qualify for rebates.

What's in it for you? If you are not the Gov., and you're not
selling anything, what is your incentive?
We are compensated by the rebates you receive from the
Provincial Government. And organizations like ours have the
ability to produce the rebates and handle the fulfillment of the
job. That is why we must complete the assessment for you.

• Get back to closing.

So what time works best for you, afternoon or evening?

QUICK RESPONSES:
If the customer refuses to answer the qualifying questions you may say;
- This is just a company protocol to make sure we are talking to the
right person.
- We have to make sure we are engaging conversation with the
right contact person
- Since we are providing this as a complimentary assessment or
check we just want to make sure we cater the right place and the
right person.