OBJECTIVES

I. To be able to define terminologies related to the call flow.

II. To get acquainted with the product, its use and benefits.

III. To understand how solar system works and how electricity is

generated.

IV. To get know the process of setting an appointment.

V. To understand the script, master and deliver it.

VI. To get used of objections by mastering the rebuttals.

VII.To deliver and master the pitch.

VIII.To make a good presentation of their understanding about the

whole process through a mock call.
I. DEFINITION OF TERMS
A. SOLAR – sun (WORD ORIGIN: from Latin Solaris,

from sol the sun)

B. SOLAR PANEL – is a device made up of solar cells

(photovoltaic cells) which are used to absorb

sun rays and convert them into electricity or heat.

C. PANEL – a comparatively thin, flat piece of wood or the like,

as a large piece of plywood.

D. ENERGY – strength, power derived from the utilization of physical or

chemical resources, especially to provide light and heat to work
machines.

E. SOLAR ENERGY – radiant energy (heat and light) emitted by the sun.
F. RENEWABLE ENERGY – energy that is collected from renewable resources, that is
replaced rapidly by a natural process such as water, wind or solar power.

G. RENEWABLE – capable of being replaced by a natural process; capable of being

renewed.
H. POWER – electricity or energy ; often measured in watts or kilowatts.
I. KILOWATT – a unit of electrical power equal to 1000 watts.
J. GRID – an interconnected network for delivering electricity from producers to
consumers. It consists of generating stations that produce electrical power,
high voltage transmission lines that carry power from distant sources to demand
canters and distribution lines that connect individual customers.
K. DWELLING – home, house, a building or place of residence

L. CREDIT SCORE – a number assigned to person that indicates to lenders

their capacity to
repay a loan.
M. LOAN MODIFICATION – is a permanent restructuring of the mortgage
where one or more of the terms of a borrower’s loan are changed to
provide a more affordable payment,
N. BANKRUPTCY – a legal proceeding involving a person or business that is
unable to repay outstanding debts.
II. INTRODUCTION OF THE PRODUCT
III. HOW SOLAR SYSTEM WORKS
(HOW SOLAR PANEL WORKS)
IV. HOW SOLAR SYSTEM WORKS
(HOW SOLAR ENERGY WORKS)
V. HOW SOLAR SYSTEM WORKS
 BENEFITS OF USING SOLAR PANELS
Save or Earn Money Help Clean the Environment
Reduce energy bills Renewable source of electricity
Fixed rate electricity bill No burning coals (fossils and fuels)
Federal government will give tax credit No emissions
(30%)
Net metering and Time of use Billing No noise or moving parts
The resale value of the home will increase
Reduces the need for costly new power
plants
Finance programs and incentives and Clean Energy
rebates • The solar energy systems have a 25 year warranty, but can
last 40+ years with occasional maintenance
• The solar panels is American-made
KNOWLEDGE CHECK
1. What is solar? Solar energy? Energy? Panel? Solar Panel? Renewable
Energy? Renewable? Power?

2. How can customers save or earn money through using solar panels?

3. How can customers help clean the environment?

4. T or F. The solar panel convert sunlight into clean green DC

electricity.

5. The federal government provides ________ tax credits to customers

who chooses to switch in using solar panels.
VI. HOW IS ELECTRICITY GENERATED
(HOW IS ELECTRICITY TRANSMITTED FROM POWER PLANTS TO HOMES)
HOW ELECTRICITY IS DISTRIBUTED TO
HOMES
KNOWLEDGE CHECK
1. What is Power? Kilowatt? Power Grid/Electrical Grid?

2. What makes power plants dangerous to the environment?

3. T or F. There should more than enough generation of

electricity to ensure continuous supply of electricity.

4. T or F. The local sub-station steps down the voltage that

came from the power grid and the transformers on your
electrical posts will then step-up the voltage for your home.

5. T or F. Lesser generation of electricity is safe for the

households.
VII. PROCESS

APPOINTMENT SETTING
Pre-qualify
Set up appointment
I. SCRIPT
A. INTRODUCTION

• Hello! Mr./ Mrs. _______How are you doing today? This is __________.

• I’m just calling you in regards with your high electric bill, coz you
are still paying over a HUNDRED DOLLARS on it, so YOU ARE still
paying this much, right?
II. SCRIPT
B. QUALIFICATIONS (qualifying question)

• IF YES- HOW MUCH (MINIMUM OF $100).

• IF NO HOW MUCH (MUST BE ATLEAST $80)

• Oh wow that’s quite a lot/ wow that’s a huge amount then/ tsk wow
that’s crazy.
III. SCRIPT
Qualifying Questions:
2. Are you from Edison or DWP?

Type of Billing Utility Company Qualified Amount

Electricity/mo. ⮚ Edison ⮚ $100 and above/month ave.
⮚ Colton Electric Utility
Entire bill /mo. ⮚ Burbank ⮚ $200 and above/month ave.
⮚ Pacific Gas & Electric
⮚ San Diego Gas & Electric
Entire bill/2 mos. ⮚ DWP (LA Department of ⮚ $400 and above/2 months
Water and Power) ave.
⮚ Glendale Water and Power
⮚ Pasadena Water and Power
⮚ Anaheim Public Utilities
IV. SCRIPT
Qualifying Questions:
3. So you own this single- family house, correct? (Must be yes/ must be a homeowner)
* If Duplex –they must own the whole property the land and the whole house.
Qualified:

SINGLE DETACHED DUPLEX

V. SCRIPT
Qualifying Questions:
3. Are you living in a single family residential house? You’re not renting?
Non-Qualified:

MOBILE HOUSE TRAILER HOUSE TOWNHOUSE

CONDOMINIUM APARTMENT DUPLEX

VI. SCRIPT
C. Educate the Customer
Now, I can definitely help you with that through the solar
program that we are running. But no worries coz we do things a little
different in here.

D. Build Value
So we do things a little different in here coz WE INSTALL A
SOLAR PANELS AT NO COST TO YOU. We also MONITOR, MAINTAIN AND
PROVIDE you the power that the system makes at a very REASONABLE
RATE than what you are SPENDING RIGHT NOW.
VII. SCRIPT
E. Introduction of Appointment

• I WILL BE SENDING SOMEONE OUT JUST TO DESIGN A

SYSTEM AND SEE IF SOLAR IS SOMETHING THAT WILL
MAKE SENSE TO YOU AND TO YOUR FAMILY.

F. Scheduling of Appointment for husband and

wife availability

• So what does your and your wife/ husband

schedule looks like tomorrow/ later today? Is
__ morning/__ afternoon be good or
___afternoon / ___evening be better?

And what’s the name of your wife/ husband

then?
VIII. SCRIPT
G. Verification

• I WILL JUST VERIFY YOUR INFORMATIONS REAL QUICK

• You are ___________
• And your address is_________________
• You really sound so young over the phone may I know how old are
you?

*If wrong information, tell customer that you just want to make sure that the
information you got is accurate.
IX. SCRIPT
H. Qualifying Questions:

5. We have programs allocated only for senior citizen, is there any senior
citizen in your
household?
SENIOR CITIZEN – 65 yrs. old and above

• If customer is 75 yrs. old and above look for son/daughter

6. Is your credit score is 640 and above? MUST BE YES
7. Have you filed a loan modification or bankruptcy in the past 2 years? MUST
BE NO
X. BUILDING VALUE

• There will be a courtesy call an hour or two prior from the

appointment time just to confirm your APPOINTMENT SCHEDULE
THAT WE HAVE ON TOMORROW/ LATER TODAY______ at _______.

• Please make sure to have a copy of your electric bill coz our SOLAR
EXPERT will going to do a quick energy analysis AND FOR YOU TO
KNOW HOW MUCH SUNLIGHT YOUR ROOF IS GETTING.
AND THAT WILL ALLOW US TO FIND OUT HOW MUCH ELECTRICITY
YOUR ROOF CAN GENERATE FROM THE SUN
• WE WILL BE TEXTING YOU A PROMO CODE SO CAN I HAVE YOUR
CELLPHONE NUMBER THEN?
XI. CLOSING/ RECAP

• Again, OUR APPOINTMENT WITH YOU and your wife/ husband--

regarding about our SOLAR PROGRAM is on____ @______ and THIS
CONSULTATION WILL TAKE ONLY 30 MINS OF YOUR TIME
DEPENDING ON YOUR QUESTIONS FOR OUR SOLAR EXPERT.
• Thank you so much and have a good one.
BUILDING VALUES
STATEMENTS
1. We will show you on how you can save a thousand of dollars a year.

2. We will show you on how you can reduce your electric bill without doing
anything just by understanding it.

3. After we will bring you the program its up to you on what to do.

4. Did you know that in the past 20 years, utility company increases their
electric rate for more than 20 times? 20 years ago, the electric rate is only
¢4 / watt. Today, the electric rate is about ¢20 / watt. And utility companies
already got an approved for another rate increase up to ¢28/ watt which is
7 times higher.
5. Did you know that if you take a look on your electricity bill, you will notice
that you are paying less on your electric consumption and pays for transfer,
infrastructure, taxes and renewable energy charge? Utility company has
solar farms and generating electricity from the sun and charge it for you.
Why will you buy the electricity from them if we can have it on a cheaper
price? Take away the middle man and buy your own electricity from the sun.

6. Tier System: This is a bracketing of the cost of the electricity. The more
you use, the more you pay. For example, the first 100kw you use cost ¢12,
the second 100kw costs you ¢15 and the third 100kw is around ¢20.

7. The federal government will give you 26 % tax credit. For example, if you
switch from the grid to solar you will pay no more in what you are paying
now with your utility company since you are no longer affected with the rate
increase and you will have your own source.
8. Did you know that the State power regulators decided today how to distribute the biggest electric
rate hike in California history, boosting rates by as much as 80 percent for residential customers
who use the most power? This is probably the worst economic calamity that has ever seen.

9. Your utility company doesn’t want you to know about this. There’s something what we called a
“TIME OF USE”. A time of use means that every zip code have different hour. Let’s say your zip code
is 91792. In this zip code the lowest time of use is between 4-7PM. Meaning, during this time when
you do your laundry, you pay 50% less of your consumption.

10. If you go into solar you will actually going to pay zero and your utility bills with ______ will go away and
on top to that you will have a 25 years bumper to bumper warranties on panels, equipment's and also with
labor.
I. REBUTTALS
• CANCEL THE APPOINTMENTS

Okay ___, you would like to cancel the appointment, correct? I understand ___, no
problem, many people tell me that. I just wanted to discuss it with you as you will
understand that this is a no cost information that we want to give you. We are working
right now in your area and then what we going to do is to give you information so you
can think about it and you can decide on what to do.

• WHO PAYS YOU?

This is a good question. I am not on this call because I am trying to sell something. I
am working from a company here that is trying to qualify home owners for available
programs. If you may qualify and you decide to go solar and you make money I don’t get
paid from that. I get paid to give information about available programs that are offered.
Let me see what programs you may qualify for that will save you money. Go back to
script where you stop
II. REBUTTALS
• ONE-LEGGER (no wife/ husband with them)*not available!!

I understand _________, many people tell me that and it makes sense. When you
and your (husband/wife) are there, I can check programs for you and programs for him/her
and combine them altogether and give you better discounts. It is always better not to fight
with the establishment but to work with them. They actually trying to help you and help
both of you so you can see what program you may qualify for together. It is different as to
what you qualify for separately. Now, tell me what time is your wife/husband be home?
_____, then Go back to script where you stop

• CUSTOMER WILL NOT GIVE OUT THE AGE

I understand but I want to make sure Mr/Mrs _______ that you will receive the 10%
rebate that will appear on your next billing cycle. Go back to script where you stop
III. REBUTTALS
• CUSTOMER WILL NOT GIVE OUT THE ALTERNATE/CELLPHONE NUMBER

I will be texting you a promo code for you to receive the 10% rebate that will
appear on your next billing cycle. What is your cellphone number? Go back to script where
you stop

• SEND ME SOMETHING IN THE MAIL/ WRITING/ BROCHURE/ PHAMPLETS

Wonderful, I’ll be glad to do that ___. Many people ask me to do that, the problem
is I don’t know what to send you in the mail. There are about 20 different programs
available and materials that go along with them. I don’t know what your home specifically
needs or what programs you may qualify for. If I could just send out all the material that
would be amazing but unfortunately I cannot and don’t want to give you a misleading
information as well Go back to script where you stop
IV. REBUTTALS
• I DON’T WANT SOMEONE TO COME TO MY HOUSE
I understand ___ it makes a lot of sense. If letting strangers come to your house is
a problem then I agree with you. . The only way to do that is to have someone come out to
your house so they can see the roof, and shading from any trees around. They will do a full
energy audit of your home. Let me ask you a few questions to see if you may qualify and we
can take it from there. And if you qualify and want someone to come out to the house we
can set that up for you. And if you don’t want them to come into your house then they can
do the assessment from outside, make sense? Go back to script where you stop.

• I ALREADY HAD A CONSULTATION BUT I DON’T THINK I CAN AFFORD IT

I understand and it makes a lot of sense that somebody came out to your home and told
you about the programs that you qualify for and it was so expensive that you didn’t want to do it.
That makes a lot of sense. The program should not cost you a lot of money. The program should
bring you money. Let me ask you a few questions and see if you maybe qualify and if you do
qualify we can set an appointment that I promise will be beneficial for you. ? Go back to script
where you stop
V. REBUTTALS
• IS THIS FOR FREE?
The consultation is for free and If you qualify and decide to go with the program
then there will be no upfront cost to you because this program is designed to save you a
lot of money. . Go back to script where you stop.

• HOW MUCH DO SOLAR PANELS COST?

I understand that you want to know how much it costs for solar panels. Many
people ask me that question. It would be great if I could tell you the exact cost however
that is not my field of work. I don’t know how old your roof is or the situation of your roof.
I don’t know the structure of your home or any potential shading issues you might have. I
also don’t know the exact programs that you might qualify for. There are just too many
unknown questions. I can ask you a few more questions to see if you qualify and we can
take it from there. Go back to script where you stop
VI. REBUTTALS
• NOT INTERESTED
I understand you are not interested BUT ( BUILDING VALUES 2-10)
• I AM BUSY
I understand you are busy BUT ( BUILDING VALUES 2-10)
• I DON’T WANT/ LIKE SOLAR
I understand you DON’T WANT SOLAR BUT ( BUILDING VALUES 2-10)
• WHERE ARE YOU LOCATED?
We are located here in Riverside.

• WE ARE YOU FROM?

I am from energy savers and we are 18 years in business and rated A+ in BBB or
BETTER BUSINESS BUREAU
• WHAT IS THIS IS ALL ABOUT?
We’re calling homeowners who pays a lot with their electric bill and this is about in
making you money are you paying like over hundred dollars?
VII. REBUTTALS

• IF CX INSISTING THE PRICE!

--I UNDERSTAND THAT YOU REALLY WANT TO KNOW HOW MUCH WILL IT COST
YOU BUT THAT DEPENDS ON YOUR ELECTRIC CONSUMPTION. I DONT KNOW WHAT
YOUR KILOWATTS USAGE AND THAT'S EXACTLY THE REASON I WILL BE SENDING MY
SOLAR EXPERT TO HAVE SOME ENERGY ASSESMENT AND WE NEED THE COPY OF
YOUR ELECTRIC BILL FOR US TO KNOW YOUR CONSUMPTION ANNUALLY AND SO THAT
WE CAN GIVE YOU THE RIGHT NUMBERS. OKAY?!
HOME IMPROVEMENT (SCRIPT)
FOR LOW BILLS/ WITH SOLAR PANELS ALREADY

A. INTRODUCTION
WE ALSO HAVE ENERGY EFFICIENT PROJECTS SUCH AS energy-efficient windows,
insulation, roofing, cool roof and HVAC. By any chance, are you considering one of these
projects in the future? IF YES – what project will you consider?

B. Introduction of Appointment
I will be sending out our Energy Auditor to provide you a NO COST, NO
OBLIGATION estimate about this (project).
C. SCHEDULING OF APPOINTMENT FOR HUSBAND AND WIFE
AVAILABILITY
So what does your and your wife/ husband schedule looks like tomorrow? Is __
morning/__ afternoon be good or ___afternoon / ___evening be better?
And what’s the name of your wife/ husband?
D.VERIFICATION

• I WILL JUST VERIFY YOUR INFORMATION REAL QUICK

- Your are? ______________

- Your address is?____________

BUILDING VALUE
• There will be a courtesy call an hour or two prior from the appointment time
JUST to let you know the name of the person who will come out and to check
the schedule that we have on ______ at _______.

• Again, our appointment with you and your wife/ husband-- regarding about our
____is on___ @______ and this consultation will take only 30 mins of your time
depending on your questions for our Energy Auditor.

Thank you so much and have a good

one.
I. DISPOSITION
DISPOSITION CALL : 0000000000 Hang-up Again
Minimize

Call Disposition
A – Answering Machine NI – Not Interested HU – Hung – up
B – Busy NP – No Pitch No Price LB – Language Barrier
CALLBK – Call Back * RENTER – Renting NQ – Not Qualified
DC – Disconnected Number SALE – Sale Made QL – Qualified
DEC – Declined Sale XFER – Call Transferred WN – Wrong Number
DNC – DO NOT CALL AB80 – Above 80 yrs. old
N – No Answer

PAUSE AGENT DIALING

CLEAR FORM / SUBMIT
II- KEY POINTS IN SETTING APPOINTMENTS

1. Only set appointments with HOMEOWNER

2. Electric bill should be at least $100 a month
3. Inform homeowners that this is about SOLAR
4. Ensure all Decision Makers will be there at the appointment
– Married – need spouses
– If CX is on 70's the single or widow/er, we will be asking
them if is there any family member who helps them in their
property. If yes, that someone needs to be there during the
appt regardless of the customer is the sole owner. If NO, we
cannot have him/her alone during the appointment.
KEY POINTS IN SETTING APPOINTMENTS
5. They need to have at least 30-mins to 1 hour
– Depending on the number of programs they qualify and enough time to
address any questions they may have.

• NOTES:

• Make sure to gather secondary phone number.

• There should be a proper notation on each appointments.
• Input any unique or important details discussed during the call .
III. NOTES
The following are the necessary information that needs to be
included in your notes:
⮚ Name of the Person you spoke with
⮚ Electric Bill / Entire Bill
⮚ Utility company
⮚ Homeownership (number of years)
⮚ Senior Citizen / age

*may put a note that may be significant for the call as a reference
for you
IV. MOCK CALLS

MOCK CALL- a mock call is a dry-run for a sales call — in character as a prospect
or customer — plays through a sales call scenario with a rep to gauge their skills,
give them situational practice, and identify areas for improvement.

Everyone will have a chance to become agents and will deliver proper pitch and
using the right rebuttals. Just handle any objections with confident and authority.
V. APPOINTMENT ROLES AND
PRODUCT PROCESS
AGENT - Making calls and do prospecting and
set appointment with homeowners with over
$100 electric bill.

QUALITY ASSURANCE- Verified and approved

the agent leads and submit to the sales
representative (U.S BASE)
CONFIRMATOR - Confirmed the submitted
appointment from the QA and dispatched the sales
representative to the customer’s location/house.

SOLAR EXPERT - Solar product presentation and

to give out assessment and quotation.
CUSTOMER SIGNED UP - Agreed that we will
install the Solar Panels to their roof.

SITE SURVEY- The Engineer will go to the site to

survey the roof is capable to install the panels.
PERMITTING - We will submit proper
documentation from costumer’s utility company
and proof of homeownership from the customer
and blue print of panels such as size, kilowatts and
numbers of panels to the city hall.

INSTALLATIONS - The installers can install the

panels to the costumer’s roof.
PERMIT TO OPERATE -The Homeowner can start
using clean energy.
POWER
ON!