True/False
Rebuttals are required 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.
Corporate Headquarters is located in what city/state?
Wall Township, NJ
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
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.
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.
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.
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!"
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.
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.
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.