True or False
Most people confirm by text, so we don't need to tell customers that we'll call to confirm their appointment.
False
We must inform clients that we will both call and text. Even people who prefer text messages miss the text, respond incorrectly, or we may have technical issues!
Why does Trinity have a confirmation process?
A) To annoy its customers
B) To ensure that a client is available
C) Just to remind clients of the appointment
D) All of the above
B) To ensure that a client is available
There's no sense in sending a Solar Professional to an empty home.
Corporate Headquarters is located in what city/state?
Wall Township, NJ
Same day appointments and virtual appointments set for the next day are confirmed when they're set.
True
These appointments are confirmed in advance, and we should inform customers that this is the case.
"We will call and/or text you _________ of your scheduled appointment time to confirm your appointment for Day, Date & Time."
A) 2 hours
B) within a few days
C) within 24 hours
D) within 12 hours
C) within 24 hours
It's important to give a range of time where we will attempt to contact the client because we will try multiple times to reach them. 24 hours is the correct range.
You answer a Field Marketing Inbound call and Outreach informs you of an add on request. Select the best course of action:
A) Qualify the customer, and midway through the call, ask for permission to be placed on hold, and inform your manager of the request.
B) Immediately place the customer on hold to make sure the add on will be approved before continuing the call.
C) As soon as you know it's an add on, send the DL into your team chat, tag your manager, ask "add on?" and continue qualifying until your question is acknowledged.
D) Qualify the customer, set the appointment as normal. No need for manager approval.
C) As soon as you know it's an add on, send the DL into your team chat, tag your manager, ask "add on?" and continue qualifying until your question is acknowledged.
Remember, for add on requests, be sure to ask for who installed the solar, how long panels have been installed, and if the panels are owned/leased.
Customers understand that if we're calling, they need to respond, so there's no need to tell them that we need to speak with them to confirm their appointment.
False
It's important to set good expectations surrounding Trinity's customer confirmation process, including what we expect our customers to do.
"We will need to speak with you or receive a response from you by text to _________"
A) send a rep to install your panels
B) make sure that your refrigerator is running
C) make sure you haven't left the country
D) ensure the day and time still work for you.
D) ensure the day and time still work for you.
This option aligns with current scripting.
Which of the following property use designations would be considered a DQ?
A) Modular/manufactured
B) Mobile/manufactured
C) Single Family Residential
D) Rural/Agricultural
B) Mobile/manufactured
The reason this property type is a DQ is that mobile/manufactured homes do not have a foundation. If the homeowner contests- you may ask if the homeowner can provide proof of single-family residential ownership during the consultation. If yes, set the appointment! If no, politely disqualify.
As soon as we receive a text confirmation back, or speak with the customer over the phone, we cease attempts to contact them to confirm their availability.
True
We only need the customer to confirm their appointment once, however, this may not be the end of the customer's interactions with Trinity Solar.
A customer mentions that they only have a landline. Select the best option:
A) "We will call and text within...."
B) "We will call incessantly..."
C) "This appointment is confirmed for..."
D) "We will call within...."
D) "We will call within...."
If a client can't receive or has not given their permission for text messaging, we should adjust our overview of the confirmation process accordingly. We should add additional emphasis on "We will need to speak with you...." in either case.
True or False?
Trinity Solar offers Electric Vehicle (EV) chargers.
True.
Trinity can install an electric vehicle (EV) charger as part of the overall solar system. The cost depends on the kind of charger the customer's car needs and their electrical setup.
Text messaging is an easy and convenient way for customers to confirm their appointment, that's why we ask if they'd like to receive text messages.
False
While it is true that text messages are easy and convenient, we don't ask if clients would like to receive text messages, we ask if we have their legal permission to send text messages.
Customers can confirm their appointment by text by replying...
A) conf
B) Y
C) yes
D) new phone who dis
B) Y
It's important that the capital Y is sent as the only character in the message.
The caller asks "Will going solar replace my electric company?" Choose the best response:
A) Yes, solar completely replaces your need for grid electricity.
B) No, solar works in tandem with grid electricity. Battery backups can further limit grid usage.
C) That's a great question for our solar professional
D) Either B or C
D) Either B or C
B and C are both good responses. B truthfully answers the client's inquiry, and we can ALWAYS defer to the Solar Professional.