True/False
Rebuttals are always expected on every call.
False
Only when a customer has an objection would we need to deliver a rebuttal.
A rebuttal is used to overcome:
a) anger
b) discrepancies
c) objections
d) probing question
c) objections
Typically when a customer expresses any objections to their appointment, we would be expected to use rebuttals in an effort to save the appointment.
This is the rating Trinity Solar has with the Better Business Bureau.
A+
Asking open ended/probing questions go hand-in-hand with using a rebuttal.
True*
*Sometimes, the customer will provide a clear enough objection where we would not need to probe any further to appropriately rebuttal.
This is the category of the Quality Assurance Guidebook this guideline falls under:
a) Opening
b) Process/Procedure
c) SalesForce Updates
d) Soft Skills
b) Process/Procedure
Corporate Headquarters is located in what city/state?
Wall Township, NJ
A rebuttal is a response to an argument or accusation that contradicts or disproves it.
True
The goal of using rebuttals is to sway the customer's opinion into aligning with our goal of setting the appointment.
Rebuttals are used to help ________ the customer while overcoming their objection with the goal of scheduling or rescheduling an appointment.
a) dissuade
b) educate
c) annoy
d) understand
b) educate
It is important that our rebuttals remain factual. Remember, our goal is to build value in the appointment- not solar itself.
This is the year Trinity Solar began installing solar panels.
2004
Rebuttals will work to save the appointment 100% of the time.
False
While every attempt to rebuttal will not be met with an appointment set, it is still worth the effort 100% of the time.
A customer states they are moving within 5 years, and doesn't think solar will benefit them. Select the most applicable rebuttal:
a) "You'll see savings from now until you sell!"
b) "Solar increases the value of your home!"
c) Both a & b
d) "Panels are much better than they were in the 70's!"
c) Both a & b
Additionally, "Solar does increase the value of your home, when you do decide to sell your home, it will be more desirable to home buyers PLUS you will benefit from solar while you are still in the home!"
Trinity Solar began in 1994 as what type of company?
HVAC
Balto can assist with dynamic prompts to assist with rebuttals in the event an agent is at a loss for words.
True
Trinity Solar's FAQ list has recently been added into each campaign/skill's playbooks- so ensure you are keeping Balto up and running during live calls to coach you to success every step of the way!
What should we offer if our rebuttals are not helping the customer to move forward with their appointment?
a) schedule a callback
b) thanks for their time
c) add their name to our DNC list
d) hang up on them
a) schedule a callback
We should always attempt to keep the customer on our calendar at all costs- so before we transition into mentioning our referral program and the closing of the call, the agent should offer a callback at a more convenient time to discuss scheduling an appointment in the future before moving the opportunity to lost.
How many total solar installations has Trinity Solar accomplished since 2004?
100,000+ installations