True or False
On inbound calls, the agent should verify the caller's phone number at the end of the call.
False
The guideline states the number should be verified in the opening of inbound calls.
This guideline's total value is
a) 1 point
b) 2 points
c) 3 points
d) 4 points
While only worth one point, it is still just as important as any other guideline!
Corporate Headquarters is located in what city/state?
Wall Township, NJ
On outbound calls to new leads, all phone numbers should be verified before the end of the call.
True
The guideline explicitly states this requirement for outbound calls to new leads.
On an inbound call, when should the agent verify the caller's phone number?
a) At the end of the call
b) Only if the customer is a new lead
c) Only if the call is dropped
d) In the opening of the call
d) In the opening of the call
The guideline clearly states the verification should happen in the opening.
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.
If a customer mentions a main decision-maker other than themselves, the agent should attempt to obtain that decision-maker's phone number.
True
The guideline specifically addresses this scenario, instructing agents to seek the decision-maker's contact information.
What is the BEST way for an agent to ask about the best contact number?
a) "What's your phone number?"
b) "What number is best to reach you at?"
c) "Give me all your phone numbers."
d) "Is this the only number we can reach you at?"
b) "What number is best to reach you at?"
This option is directly from the guideline's example and is a polite and effective way to inquire.
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.
For Field Marketing Warm Transfer campaigns, confirming the phone number with the customer is optional.
False
The guideline emphasizes that the number must be confirmed by the customer in these campaigns.
During an outbound call to a new lead, the customer provides two different phone numbers. What should the agent do?
a) Choose one at random.
b) Record both numbers and ask the customer which number is the best to use.
c) Record both numbers but only use the first one.
d) Tell the customer they can only provide one number.
b) Record both numbers and ask the customer which number is the best to use.
The agent needs to determine the best number, which requires asking the customer for their preference. We also want to retain all contacts the homeowner is willing to provide us with.
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.
If a customer provides multiple phone numbers, the agent should record all of them but only use the first one provided.
False
The guideline instructs the agent to identify the best contact number, implying a process of selection and not simply recording all numbers.
An agent is making an outbound call to a new lead. The customer answers but says they are driving and will be available to talk later. What should the agent do regarding the callback number?
a) End the call immediately and try again later.
b) Tell the customer they will call back at the same number and end the call.
c) Ask for the best number to reach them later and confirm the number before ending the call.
d) Leave a message with their contact information and hope they call back.
c) Ask for the best number to reach them later and confirm the number before ending the call.
Even if the conversation is brief, the agent should attempt to secure the best callback number for future contact.
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.