What is it? or What's this about?

"Hello? Hi sir/ma'am, this is (agentname) with the

American Power Association. The reason for the call is
because the property was flagged for having abnormally
high energy consumption. Do you remember how high
your energy bill was this past summer?
Yes/I'm not sure/No Specific Amount Client provides an amount
"Great question -- just to re-iterate, I'm with the
American Power Association. This is a company that
works in tandem with all the electric providers in the
state. My only job here is to reach out to homeowners
every day that the system flags as having abnormally
high energy consumption unless you prefer not to
save money, but I am calling to help. With that being
said..." (resume script)

"I'm showing here What address do you have on file?

"Wow, that's quite high
Less than in the system the
"What's the compared to others in the
$150/mo energy bill for the "Great question -- give me a moment to pull it up and
highest it's area....What steps have
during property was over double check. Sometimes we have an outdated record
ever you taken to lower the on file so if you're experiencing high
summer? $150 a month,
been?" energy consumption up
DNC does that sound consumption/usage for another property, just let me
to this point?"
right to you?" know and I'll get it updated. I have you at..." (provide
physical address)

How did you know my property was flagged?

"Understood and that's exactly why I'm calling to help -- we'd like to slash that
energy bill by 50% as we're working alongside local electric providers and co-
ops to provide a no out of pocket program for homeowners. The way we're
doing this is by providing a suite of efficiency and renewable solutions
including roofing, solar, duct work, insulation, HVAC, etc in order to reduce
your energy consumption...
And, ...for a short period of time ...as the cherry on top, we're giving $500 cash
back if we can get you into this program... just for putting you in a better
situation financially.
(Go slow and highlight each point)
So the question I always ask clients is... How would you feel if (A) you didn't
come out of pocket for anything, (B) we worked with your current provider to
slash your energy bill in half, (C) and gave you $500 cashback for enrolling?"
"Great question -- our system operates in line with
electric providers across the entire state. The role I
have here is to reach out to homeowners challenged
with high consumption and high energy bills to
provide long term permanent solutions you can benefit
from. With that being said..." (resume script)
I'm not interested
"I'm sorry to hear that, but I do understand. Let me ask
you this -- what's concerning you the most about this
conversation considering you're in a situation having a
larger energy bill per month compared to others in the
area and we'd like to lower that as much as possible
with a no out of pocket program?"

I'm really happy with my current energy provider

"Good deal. All we're looking for on this call is for you to be open to an
alternative approach that is going to save you money with your current "That's great to hear sir/ma'am. I wouldn't want to be
provider. IF we can get the numbers to make sense, fantastic, otherwise, we the one to pull you away from your current provider if
obviously don't expect anyone to enroll in the program if it doesn't place you you're happy with them. Let me ask you this -- how
in a better situation financially. How fair does that sound with you?" would you feel if you didn't have to change providers
and we were able to put you in a better situation
**MUST HAVE CLIENT'S BUY IN** financially long term with an energy program designed
to work with your current provider?"
Great - My role is to schedule a specialist to come out to the property, shake
Are you talking about solar? Is this solar?
hands with you, and investigate the best solution available to lower your
energy bill. "Yes, correct. This conversation does pertain to solar,
however, unlike your traditional solar company, we
also provide an entire suite of efficiencies as part of
"With that said... We have a handful of homeowners in your area that our no out of pocket energy program. This can include
are opting into the program through the rest of this week. What do you the solar, as well as insulation, roofing, duct work, etc
feel may be the best time tomorrow afternoon or evening for you to be in order to put you as the homeowner in a better
home and comfortable for about 30 minutes in order for someone to situation financially. Before I say anything else though,
connect with you? I'd like to ask, what concerns you the most about solar
if it meant no longer battling the challenges with your
Unavailable
Appointment current energy bill?"
Tomorrow
Date provided Afternoon/Evening I already have solar
"Understood, no worries. Most
"Understood. I'll get that "Understood, not a problem at all. I appreciate you
homeowners typically meet with a
notated down. Just to sharing that with me -- I'll go ahead and jump a few
specialist in those early evening hours
double check, is there steps and ask:
because they have things like work,
any reason you feel like Does the client have a complete offset for electricity
errands, things going on with the
you wouldn't be home every month with their current solar?
kids etc. What's typically the best time
during this time?" If no, how much are they paying for the solar vs.
you're home during the week?"
electricity every month?
If more than $150/mo, take a look at their property via
If the homeowner has a legitimate reason for pushing the satellite on Google Maps. Does it seem viable to add
date beyond 5 days i.e out of town, proceed. Otherwise, it's more panels somewhere?
a callback. Urgency matters. Every day 20% interest is lost

Confirming Client:
GO SLOW & CONTROLLED
HERE.
"Great! Listen, life happens to
everybody, including you and
myself. In the event something
comes up and you need a
reschedule, just let us know.
After the call you'll be able to
text us at any time, but we
can't help you if you don't
communicate. How fair does
that sound?"
(LIGHT-HEARTED JOKE)
Checkpoint:
All objections, questions, concerns
should already be addressed or noted
down for specialist
Please provide/make note of all
questions/objections as additional
notes when submitting the
appointment i.e what did the client
ask, what concerns do they have,
special requests, etc
"Awesome, thank you for that. As
the final stretch, I have you
booked on (appointment date) at
(appointment time)"
I'm not
sure why "Understood, no worries (homeowner). Just so you know, you'll
"(Homeowner), last but not it's
least, how accessible necessary order to have a better understanding of what's going on and why
would a recent copy of an
electric bill be for you to
obtain for your energy
specialist?"
I can have a copy
prepared/available
"Fantastic -- I'm not to ask for
your energy bill right now, but do
us a favor and have either a
digital or physical copy prepared
when your specialist arrives in
order to build a tailor proposal
fitted around your energy usage.
With that being said..."
Who is your current electricity Power
provider? WHY DOES CREDIT MATTER? Statements/Questions
If there are any trees blocking Gamma has access to - What would stop you
sunlight to the roof, would you be additional credit-friendly from considering this
open to us trimming or cutting programs to get people program if it were to put
them if necessary? approved. It just determines you in a better situation
which programs are available
financially?
for the homeowner
Is your roof more than 10 years - Worse case scenario,
old or less than 10 years old? this program provides
So why do we ask?
Prime deals pay differently than you with a bill swap to
sub-prime deals. For the take what you're
Is your roof shingle, metal, or company as well as for you. currently paying today
tile? Green leases pay substantially and provide you with a
less than normal leasing and fixed rate that will never
financing options due to credit increase with the energy
Do you know how old your HVAC market. How fair does
system is? When's the last time Green leases require that sound with you?
you replaced the AC unit? homeowners to AT LEAST be up
to date on any mortgages/car - That's a fantastic
payments & no bankruptcies in question to ask. While I'm
Who is currently on the title for the last 2-3 years not qualified to give you a
the home? direct answer to your
question, I'll defer to your
specialist that can
Last but not least, is it fair to answer directly. What
other questions or
assume your credit score is No matter what, just
decent, ballpark about 600 or notate and keep going concerns might you have
higher? about solar?
Collect Details: - In the event the
numbers don't make
Apologies, I didn't catch your name earlier in the call -- sense, there's no
who do I have the pleasure of speaking with? obligation or commitment
What's the physical address for the property so we know to move forward.
where to send our guys out to? However, if we can get
Confirm property on Google Maps or Project Sunroof. the numbers to make
Ensure it's not a mobile home. If it is -- verify that the home sense, you will be
is double wide instead of single wide and either sitting on extremely happy with
a foundation/concrete slab or there's room for ground your new energy plan
mounts
What's the best email address to send you a confirmation -For a limited time promo
and introduce you to your specialist? we're running, we're
offering anyone the
chance to obtain a free
consultation and solar
have your specialist ask you for a copy of a recent electric bill in proposal. If we can get
the numbers to make
your energy consumption is so high. There's important data sense for you, we'll give
provided on the bill that they can use in order to build you a you $500. It's a win, win
tailored solution. Just be sure to have a copy prepared when you
situation.
connect for a very smooth process"
1) Reconfirm appointment date and time. Have the client repeat back the date and/or time of the
appointment. Then ask the homeowner if they are sure it will be the best time as of right now for
a specialist to connect with them
2) Recap the conversation & Touch back on any questions, comments, concerns, or objections that were
addressed during the call and any notes.
"Just to make sure we're on the same page here, I have a Mr./Mrs. (client name) down for an energy
consultation for the property at (street address) on (appointment date) at (appointment time). There's no
obligation, there's no out of pocket costs, and worse comes to worse, we're just going to replace what you're
currently paying for energy month to month should you decide this makes sense to you.
Are we on the same page?"
3) "Fantastic. (Client name), please allow the specialist 30 minutes after connecting with you to complete
process and answer any questions you have. They will go over your electric bill, take a walkthrough around
the property, & show you how the program works."
4) "Last but not least, you're of course going to get a text confirmation following this call. On the day of your
appointment, you can respond back 'CONFIRMED' and we'll know you're expecting us. If life happens, you
can also provide a new date/time. With all that said, I hope you have a great day, and we'll talk to you soon"
 CONDITIONS: Conditions are legitimate roadblocks expressed
by the prospect and cannot be overcome to advance further toward the sale.

Homeowner already has The individual you’re

Financial situation/credit
unqualified even for
Green Lease
Home/title is not
solar on their home and speaking with is renting
currently in the
completely satisfies their the home or does not
homeowner’s name
power usage own it

Promptly and politely end the conversation. Set

as Do Not Contact (DNC)

Property has one or more

Homeowner resides in a
Homeowner requests to
mobile home park with a
be placed on DNC list
single wide trailer
Homeowner's roof is
trees blocking the roof
ineligible or property is
and homeowner is not
inadequate with space
willing to cut trees

Invalid Objection: An objection that lacks merit or is not

based on factual information. It is important for setters to identify invalid objections
and avoid wasting time on addressing them

“I don’t want solar at this

“Don’t have the money”
time”
"I've already spoken to
"I want to hold off on this someone or had
for awhile" someone come out to the
home"
"Now isn't a good time to "I'd like to speak to my
talk about this" spouse or partner first"
"I think solar is a waste of "Solar won't give me any
money/too expensive" savings"
Any combination of these objections are considered
to be invalid and advised to keep moving the
conversation forward
The most appropriate way to handle these
objections are to use A.R.M
Acknowledge.
Respond.
Move the conversation forward.
*Moving the conversation forward is the most
challenging component as it requires taking back
control and leading the conversation. Oftentimes
this is in the form of asking an open ended
question back to the homeowner
 Valid Objection: Valid objections are based on real concerns or
challenges that the prospect may have, such as budget constraints, technical limitations,
or competitive considerations and should be addressed
Question to consider: Why continue
"I hear you. Perhaps there's a reason you're not
attempting to tell the homeowner about
interested. Allow me a moment just to tell you a
solar rather than identifying why they feel
few benefits others have enjoyed that you may
that way? Especially if we haven't clearly
want to consider..."
defined why they feel that way
“I don’t want solar at this
time” Acknowledging what the homeowner is
"Understood and I'm sorry to hear that sir/ma'am.
saying, pausing the process, and asking
I'd like to see your perspective on this. What
an open ended question to understand
reservations do you have about going solar at this
what the client is feeling. This allows us to
time considering there's no out of pocket costs
clearly understand what the client is
involved?"
thinking

Question to consider: While we don't even

know what the client's thought process is
"No worries, perhaps I can circle back around to
behind holding off, what happens if they
you in the future and give you a callback. Would
say no to our request for permission?
that be okay?"
Additionally, what's the intended purpose
"I want to hold off on this of the phone call?
for awhile"
This response takes the rebuttal and
"I hear you loud and clear, (homeowner) as it
places it right back to the client to clarify
sounds like you're not comfortable making a
further what they intended or meant by
decision at this time. What considerations are you
the response. We won't know why the
thinking about on your end that's causing you to
client is wanting to hold off until we have
want to hold off for awhile?"
them clarify

Question to consider: What happens if the

"Now isn't a good time to
talk about this"
"Thank you for sharing that with me sir/ma'am,
would it be better to give you a call later this
evening when you get off work?"
"Understood, (homeowner), it sounds like I caught
you at a bad time. How open are you to having
this conversation assuming the timing was better
and we were to put you in a better situation
financially?"
homeowner says no? Sure you can
provide another option or solution, but
now it's an uphill battle. Additionally,
would we rather book a callback for an
appt or book an appt directly?
This identifies how serious the client is in
moving forward. If the timing wasn't bad,
how open would the client be to
continuing? Or what other reservations
does the client hold?

Question to consider: Not only defensive

"Well, actually sir/ma'am, we're not asking you to
from the client's remark, but without an
buy anything as this is simply just a bill swap
open ended question back to the client,
from what you're currently paying for electricity.
what happens if the client says 'That's
There are no upfront out of pocket costs
okay, no thank you'? We're allowing the
“Don’t have the money” involved..."
homeowner to decide where to go next
OR
"Don't want to purchase "Understood, (homeowner), it sounds like
solar" Taking the approach of understanding the
finances are the main concern here. I'd like to ask
client's viewpoint is crucial. It's possible it
just to make sure we're on the same page, what's
may have nothing to do with actual
concerning you the most when you're evaluating
finances, but lack of understanding for
the "costs" behind going solar considering there
how solar is structured.
are no out of pocket costs involved?"

Question to consider: What happens if the

"Oh, okay. Thank you for that -- is there any client says 'No'. Uphill battle and now
particular reason you chose not to go solar yet you're placed in a dead end. An opened
then?" ended question is required in order to
"I've already spoken to address the homeowner's concern
someone or had
someone come out to the
home" "Understood! I'm going to take a moment and
Acknowledging what the homeowner is
pause as I certainly don't want to be redundant
saying, pausing the process, and asking
here for you. What was the challenge or obstacle
an open ended question to understand
that impeded the decision to go solar in the
what the client is feeling
past?"

"Understood. Can I give you two a callback later?"
"I'd like to speak to my
spouse or partner first"
"Sounds good, (homeowner). I agree it's going to
be extremely important to have your spouse
involved in this process and decision. What's a
good time for a specialist to connect so you both
get the information at the same time?"
"Well, yes, this for solar, but we're reaching out to
find out if homeowners are interested in saving
money every month..."
"Are you talking about
solar?/Is this for solar?"
"Yes, sir/ma'am, this is for solar. Sounds like you
may know a bit about it. How familiar are you with
solar?"
"Okay, thanks for letting me know, take care"
"I think I'm good/okay for
now, thank you though"
"Understood, (homeowner), it sounds like you
have some concerns about moving forward. What
reservations do you have about saving money
and going solar?"
"Understood, thanks for letting me know. Perhaps
we can circle back around to you in the future
when you move?"
"I'm planning on moving
soon"
"Understood, (homeowner). I'd like to ask to
clarify a few things and appropriately respond,
what's the timeline for moving and how open
would you be to solar if you weren't moving?"
"Got it. If you had to give a ballpark estimate, how
much do you believe you guys spend on
electricity every month?"
"I've never seen our
electric bill/My spouse
takes care of it"
"I appreciate you letting me know! It sounds like it
would make more sense for you and your spouse
to be involved in this. How do you think they
would feel if you two were able to lower whatever
you're paying every month by 30-70% without
having to come out of pocket for anything?"
Question to consider: It's one thing to
consider what happens if the client says
no, but even worse, what are you going to
do if the client says 'Sure, call us later'
and you never reach them again?
Perfect example to side with the client and
let their rebuttal move through you. It's
obvious this is something they feel their
spouse needs to be involved with, let's
book an appointment with them together
Question to consider: While it feels like
you're bracing for the objection or hang
up, how do you know what the client is
thinking without actually asking?
Identifies there may be an objection
around the corner and encourages the
opportunity for the objection to present
itself. Gives the opportunity for the client
to open the dialogue further
Question to consider: What is the client
good with? How do you know without
inquiring further? What effort did we take
to unveil pain points the client is currently
experiencing?
Great example of digging deeper to
identify what the client is thinking or what
concerns they have. Closed mouths don't
get fed
Question to consider: How soon is soon &
how do you know? Is the client moving in
the next 3 months or the next 3 years? Is
the house on the market? How does this
impact their ability to go solar?
Provides room in the conversation to
understand what the client is thinking or
considering. Moving or not living in their
'forever home' isn't a reason to not have
immediate savings even if they may not
see long term savings
Question to consider: Almost redundant,
but why would you ask the client for a
ballpark estimate if they don't handle the
electric bill and/or never seen the electric
bill? (Based on what they said)
It's not a problem unless you treat it as a
problem. In most cases, it's just an empty
response, however, in the event the
homeowner says 'I need to talk to my
spouse' we have an answer to that asking
what do we think he/she would say?

"Oh, okay. I apologize and thank you for your
time"
"I think you have the
wrong number"
"I apologize for the confusion, sir/ma'am. This
conversation isn't directed to anyone in particular
as we're covering the entire state. How open
would you feel to lowering your monthly energy
bill by up to 70% without coming out of pocket?"
"Got it. Well the good news here is that we're not
actually asking you to change electric providers,
but rather just consider saving money every
month with solar. You can still keep your current
"I'm currently in a electric provider"
contract with my current
electric provider, I can't
switch" "Understood. It sounds like you may be under a
different impression, so I'd like to ask -- how
would you feel if we worked with your current
provider to lower the current consumption by 30-
50% without having to come out of pocket?"
"I'm happy to hear that, (homeowner)! Perhaps
you will consider furthering lowering your bill with
your electric provider and look at going solar? I
can connect you with a specialist to tell you
more.."
"I'm satisfied/happy with
my current electric
provider"
"Understood, (homeowner). If I may, it sounds like
you're under a different impression. How would
you feel if we worked with your current provider
to lower the current consumption by 30-50%
without having to come out of pocket?"
"Yes, well, no. This is a program pertaining to
solar where you can save up to 30-70% on electric
costs, but we're not going to have you pay
anything upfront..."
"Are you trying to sell me
something?"
"Great question, homeowner, but no. We're
reaching out to homeowners the system has
identified as paying a substantial amount for
energy every month. How would you feel if we
were to take what you're currently paying every
month and lowered the cost down by 30-70%
without having to come out of pocket for
anything?"
"That's a great question, homeowner -- perhaps I
can get you connected with a specialist in order
to go more in depth with that conversation as my
job is only to book the appointment. Is that okay
with you?"
"What's my ROI (return
on investment) if I go
solar?" "Fantastic question to ask, homeowner. While I
am not the expert you want to be talking about
this, I will say that this program is only designed
for those that see it make sense financially. If
those numbers don't make sense, then you're not
obligated to move forward. I'd like to connect you
with a specialist that can help show you what
those numbers look like. How fair does that sound
with you?"
Question to consider: What difference
does it make whether or not we're talking
to one person or another? Who's the 'right
person' to speak to as long as they're a
homeowner (assuming they are)
While this objection should not occur
considering how the script is constructed,
the conversation is not directed to a
specific individual but rather those that
are homeowners paying at least $150/mo
for energy
Question to consider: What impact does a
client being in a contract have with their
ability to go solar?
Many homeowners will naturally be under
the impression they are being offered a
new electricity plan. However, it's
important to educate the homeowner that
this program is designed to work with
energy provider including their current
one
Question to consider: While we're saying
way too much here and overly eager for
the sale, what happens if the client says
no to the closed ended question?
Calm and collected, it's a simple dialogue
that provides an opportunity to open the
conversation further and explore what the
client's thought process is
Question to consider: What is the main
concern the client is asking and how well
do we actually address their concern with
an answer provided like this?
The response provided takes the question
provided by the homeowner and redirects
the concern back to the homeowner to
provide a clarifying response
Question to consider: While it is true that
it's not the setters role or responsibility to
go in depth about topics such as finances
or return on investment, what happens if
the homeowners says no to our request?
This specific question requires a bit more
consideration as not only does the
conversation need to be
maintained/controlled, it still requires a
satisfying answer to have the homeowner
feel inclined to speak to someone else.
Obtaining the client's buy in while
providing a direct answer is the best
practice in these instances
Appropriate Responses & Questions: Responses
that clearly address a client's question, comment, concern, issue, or objection in an
effective manner while maintaining control of the call

"I completely understand... here's what I would like to do.... how fair does that sound
with you?"
"What are your thoughts about... (solution)?"
"I'd like to understand more... what concerns you the most about...?"
"That makes complete sense and I see where you're coming from on this... what do
you think would happen if... (solution)?"
"Listen, I get it. You're in a position thinking/feeling... what are your thoughts on...
(solution)?"
"The best way to understand this conversation is by thinking of it as a bill
swap... taking what you're currently paying for electricity every month and
lowering that down to a fixed cost that never increases in the future as a
worse case scenario. How fair does that sound to you?"
"Hey, say no more, I get it. You're under the impression.... (homeowner's POV), but
here's the good news. How would you feel if I told you... (solution)?"
"I can tell you're under a different impression... what do you feel like you need in
order to better understand what we're talking about here?"
"If we could....(solution), how do you think you might feel?"
"How open would you be to taking a short 30 minute consultation with no obligation
if it could.... (resolve pain point)?"
"If you were to go solar, what do you feel would be the #1 focus you would want it to
do for you and your property?"
How would you feel if... (solution), considering you're currently in a position where...
(problem)?"
"What do you feel like is stopping you from moving forward with a consultation
seeing as there's no obligation involved and you mentioned earlier... (pain point)?"
"Worst case scenario you take a consultation, you hate everything they have
to say and you continue forward in the exact same situation you're in now
paying for energy indefinitely. Best case scenario is you love everything that
is presented to you. How fair does that sound with you?"
"How would you feel if we could present alternative solutions or programs to you that
deliver all the benefits without the downside risks you're wanting to avoid?"