Set The Appointment
Definition of an Appointment
Appointment Criteria
All customer information
Copy of full utility bill
Set expectation all decision makers are there
Set within 48 hours of talking to them on the door
Common Mistakes in Setting An Appointment
Common mistakes:
Rush it and ask too soon
Ask open ended questions
Ask the right questions in the right order to lead you to a solid specific appointment date
Often you will have people that want to get information from before the appointment. (They get technical)
That is actually a really great question.
My only job is to set up the appointments.
Our experts will be here in the next two days because of all appointments they have with the neighbors that want to see the numbers.
They will be fully prepared to all those questions.
I honestly wouldn't want to take a stab at it because that i not really my wheelhouse.
They will be able to answer all those questions for you.
Never push for an appointment, they will cancel or be a no show.
Set Expectations
Set expectations before you ask for an appointment
Help the customer know what an appointment is:
My job is just to set an appointment and they come back by and show you the following.
A lot of home owners are taking this option because it has solved their problems too.
Lets pause and let me show you what the next steps are to see if this can even work for you.
We are going to stop by and show you the information you want to see, what it looks like, where it goes, exact costs.
They can show you the difference in cost you pay with solar compared to what what you are currently paying with utility company.
This is why so many of your neighbors are setting appointments with us and then we will be able to determine if this home will qualify or not.
You will have enough information to make a decision if this is a good idea for you assuming your home qualifies.
Establishing Urgency
Use wording such as “while we are out here” lets people know you will be out here today and tomorrow regardless if they say yes or no.
Our experts will be in the neighborhood the next two days meeting with all the neighbors and the appointments we have set up.
We will be working late since our people will be in the area.
Get the Bill / Customer Info
Do you get your bill in the mail or on line
If online you ask if they know their login information (most won't have login info)
We use the bill to build the quote. If you can grab that really quick I will wait right here (look at your phone)
If they don't have a bill or don't have access
[Have the major companies saved as favorites in your phone]
This makes you look like a pro
No big deal, I have them saved in my phone. I call them all day, nobody has their bills or login info. We do this with pretty much everyone.
This makes them feel like everyone else and this is not a concern.
Start calling the utility (know the menu system)
While on hold. Tell the customer
We do this for everybody. They will answer in a minute. When they answer I will ask for permission from you to allow them to speak to me to get the usage.
Objections on Appointment
Set Appointment Strategy: Give an Objection
If you are on the doorstep and you are trying to set an appointment and you have added value. But they are still giving pushback (the customer probably have another objection they are not telling about)
Throw in an objection out there that is their objection, often they will correct you on what their objection is.
Hey look if this doesn't make sense, I totally understand, If finically this just puts you in a position where you can't do it. I understand. In the past it was very expensive.
[they want to clarify it is not the money. They want to tell you what the real objection is] No it is not about the money it is...