Module 1: Call Fundamentals

🎯 Overview

Master the essential foundations that every call center representative must know before taking calls. This module covers mandatory procedures, greeting protocols, contact capture requirements, and brand-specific guidelines.

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📞 The Universal Greeting

Standard Opening Line

Every call, every time, no exceptions:

"Thank you for calling [Brand Name]. This is [Your Name]. How can I make you more comfortable today?"

Why This Greeting Works

• Customer-focused: Immediately positions us as problem-solvers
• Warm and inviting: Sets a friendly, helpful tone
• Open-ended: Encourages customers to share their needs
• Brand-consistent: Used across all companies

Tone Guidelines

✅ Do:

• Speak clearly and confidently
• Smile while talking (customers can hear it)
• Use a warm, helpful tone
• Stay calm and patient, even under pressure

❌ Don't:

• Rush through the greeting
• Sound robotic or scripted
• Interrupt the customer
• Show frustration or impatience

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📋 MANDATORY CALL FLOW & RULES

THE NON-NEGOTIABLES

EVERY CALL MUST FOLLOW THIS EXACT ORDER:

1. GREETING - Use approved greeting (How can I make you more comfortable?) - NO EXCEPTIONS
2. CAPTURE CONTACT INFO - Name & Street Address BEFORE discussing anything
3. VERIFY/UPDATE PROFILE - Phone, email, property type, marketing source
4. COLLECT QUALIFIERS - Required questions for each call type
5. PRESENT VALUE - Explain what makes us great BEFORE price
6. SHARE PRICING - Only approved prices (see pricing rules below)
7. ASSUMPTIVE CLOSE - Two-option question: AM or PM?
8. HANDLE OBJECTIONS - Use scripts in this book (2-3 attempts)
9. CONFIRM & UPSELL - Lock in details, offer add-on
10. CLOSE CALL - Thank them, offer review link

ABSOLUTE RULES - READ THESE DAILY

✅ PRICING YOU CAN DISCUSS:

• Diagnostic fees ($99, $69 for members)
• Duct cleaning ($624, $499.20 for members)
• Maintenance/tune-ups ($275 Premier, $129 Essential)
• Membership costs ($203.88/year or $16.99/month)
• IAQ upgrades (UV lights, air cleaners, Drain IV)

❌ PRICING YOU CANNOT DISCUSS:

• Cost of repairs (say: "The tech will provide upfront pricing after diagnosing")
• Ballpark for new equipment (say: "Too many variables - our advisor reviews all options")
• Hourly rates (say: "We use upfront flat-rate pricing")
• Specific part costs (say: "Included in our level-based repair pricing")

YOUR SUCCESS FORMULA

Value → Price → Book
Always in that order. Never jump ahead to price without explaining value first.

Two-Option Close
Never ask "Do you want to schedule?" Always ask "Would morning or afternoon work better?"

Persistence = Polite Firmness
Use the exact scripts in this book to professionally overcome objections 2-3 times before accepting "no."

SYSTEM ENTRY REQUIREMENTS

1. BEFORE discussing options: Name and street address must be entered in SuccessWare
2. Use "Call Notes" box: Gather all notes in Call Notes (not Job Request notes)
3. For existing customers: Verify phone number and email address
4. Spouse/Partner names: Enter as "Alt First & Last Name" field
5. Marketing sources: Must be updated for every call

IF YOU CANNOT CONVERT THE OPPORTUNITY

MANDATORY STEPS - DO THIS EVERY TIME:

1. Choose "Sales" as your call reason (not Job Request)
2. Choose appropriate "Sales Opportunity Type":
   • Estimate for Repair - Customers that wanted to book a Repair
   • Estimate for Equipment - Customers that wanted to book a Sales Estimate
   • Estimate for Agreement - Customers that wanted to buy a Membership
   • Estimate for Additional - Customers that wanted to book anything else
3. Assign the job to your manager
4. Write detailed summary of conversation
5. Email manager IMMEDIATELY with subject: "UNBOOKED [CALL TYPE] - URGENT"

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📋 Detailed Call Flow Steps

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💡 Quick Tips for Success

Contact Capture Script:

"Let me get a few quick details in case we get disconnected. May I have your full name?"

Value-First Approach:

"Perfect, I can help with that. Let me share what makes us different before we discuss pricing..."

Two-Option Close:

"We have technicians in your area. Would 12-4pm or 4-8pm work better?"

Pro Tips:

• ⚡ Smile while talking (they can hear it!)
• ⚡ Use 4-hour windows, never exact times
• ⚡ Copy Call Notes to Job Notes
• ⚡ If can't book: Create Sales Opportunity
• ⚡ Comfort Club members get priority

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📊 Detailed Call Flow Steps

If you need more detail on any step, here's the expanded version:

STEP 1: Greet the Customer
Use the universal greeting exactly as written above.

STEP 2: Capture Contact Information FIRST
Before discussing pricing, availability, or details:

Required Information:

• ✅ Full name (first and last)
• ✅ Complete street address (city confirmed)
• ✅ Phone number (verified)
• ✅ Email address (if available)

💡 Pro Tip: Copy all notes from "Call Notes" section to "Job Notes" for technician reference.

Why Contact First?

• Safety net if the call disconnects
• Enables follow-up even if not booked
• Required for creating service opportunities
• Shows we're organized and professional

STEP 3: Qualify the Situation
Ask the right questions to understand the customer's needs:

Essential Qualifiers:

1. Symptom/Goal: What's happening? What do they need?
2. System Age: How old is the equipment? (or years in home)
3. Property Type: House, condo, apartment, business?
4. Access Details:
   • Attic access needed?
   • Roof/ladder required?
   • Gated community? Gate code?
   • Pets to secure?
5. Thermostat Type: Programmable? Smart? Location?
6. Membership Status: Are they a Comfort Club member?

STEP 4: Present Value Before Price
Share what makes our service worth booking:

For Repair/Maintenance Calls:

• 🔧 Fully stocked trucks (fix most issues in one visit)
• 💰 Up-front pricing (no surprises)
• ✅ Strong warranty coverage
• ⚡ Priority service for Comfort Club members

For Equipment Replacement:

• 🏆 Free, no-pressure in-home consultation
• 👨‍🔧 Senior technician evaluation (not a salesperson)
• 📊 Complete duct and comfort analysis
• 💵 Price-match-plus guarantee
• 🛡️ Zero-Risk Installation promise

STEP 5: Assumptive Two-Option Close
Never ask "Do you want to book?"

Instead, offer two choices:

"We have technicians in your area today. Would 12-4pm or 4-8pm work better for you?"

This assumes the booking and gives them control over timing.

STEP 6: Confirm and Set Expectations
Once booked:

• ✅ Repeat the appointment window clearly
• ✅ Explain the "on-the-way" call/text process
• ✅ Confirm any special access instructions
• ✅ Add one relevant service offering (see add-ons)

STEP 7: Document Everything

• Full notes in Call Notes section
• Copy critical details to Job Notes
• Flag urgency levels (Level 1/2 situations)
• Mark any special requirements

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🏢 Brand-Specific Guidelines

Hales AC

Standard Calls:

• Follow the regular call flow above

Modernize Inbound Leads:

• These are pre-qualified equipment replacement leads
• Emphasize: FREE in-home consultation
• Emphasize: Senior technician visit (not a salesperson)
• Emphasize: Zero-Risk Installation
• Emphasize: Apples-to-apples pricing confidence
• Book in-home visit as primary goal

Membership Program:

• Called "Comfort Club" (not "Right Away")
• Promote benefits: priority service, lower diagnostics, etc.

Abraham AC & CCS (Climate Control Services)

Standard Calls:

• Follow the regular call flow above

Modernize Leads:

• Treat as standard equipment sales leads
• Follow normal sales qualification process

Membership Programs:

• Abraham AC: Three-tier Comfort Club structure
• CCS: Three-tier Comfort Club structure
• Review tier benefits before promoting

All Brands: Service Windows

⚠️ CRITICAL RULE:

• Offer 4-hour arrival windows (12-4pm or 4-8pm)
• NEVER promise exact arrival times
• "On-the-way" communication when technician is dispatched
• Comfort Club members get priority scheduling

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🎯 Contact Capture Scripts

Opening the Contact Capture

Natural Transition:

"Let me get a few quick details in case we get disconnected. May I have your full name?"

Alternative (After Initial Discussion):

"Perfect, I can definitely help with that. Let's start with your full name and street address so I can check availability in your area."

Confirming Information

Always read back:

• Street address with city
• Phone number
• Email (spell if needed)

Example:

"Just to confirm, that's 123 Main Street in Tampa, phone number 555-0100, and your email is john.smith@email.com - is that correct?"

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⚡ Call Priority Levels System

Not all calls are equal. Recognize and prioritize based on these levels:

Priority 1: High Priority - Aged Systems with Major Issues (8+ Years)

• Systems 8+ years old with complete cooling or heating failures
• Critical comfort situations requiring immediate attention
• These calls get same-day priority scheduling

Response: "This is a high priority situation with your older system. Let me get you scheduled as soon as possible today."

Priority 2: Aged Systems Needing Maintenance (8+ Years)

• Systems 8+ years old that need maintenance but are still functional
• Preventive care for aging equipment
• Schedule within 24-48 hours

Response: "With your system being 8+ years old, I want to get you on the schedule quickly to prevent any breakdowns."

Priority 3: Recent Installs with Issues (Within 24 Months)

• Systems installed by our company within the last 24 months experiencing problems
• Warranty-related concerns
• Priority scheduling for recent customers

Response: "Since we installed this system recently, let me get you priority service to make sure everything is working perfectly."

Priority 4: Rescheduled Calls

• Calls that have been rescheduled once by our team
• Customers waiting for follow-up service
• Priority status to ensure we keep our commitments

Response: "I see this is a reschedule. Let me make sure we get you taken care of with priority scheduling."

Priority 5: Standard Service (0-7 Years)

• Systems 0-7 years old needing tune-ups or repairs
• Routine maintenance requests
• Non-urgent service needs
• Standard scheduling applies

Response: "I can help you with that. Let me find a convenient time that works with your schedule."

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📝 Notes Best Practices

In Call Notes Section (During Call)

Write down:

• Customer's exact words about the problem
• All symptoms mentioned
• Equipment details observed
• Access/gate codes
• Special instructions

Copy to Job Notes (Before Closing)

Transfer critical information:

• Problem summary
• System age and type
• Access details and codes
• Urgency indicators
• Customer expectations

💡 Pro Tip: Use clear bullet points, not long paragraphs. Technicians need to scan quickly.

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✅ Pre-Call Checklist

Before your shift, ensure you know:

• Universal greeting by heart
• Contact capture sequence memorized
• Brand you're representing today
• Current promotion/membership offerings
• Emergency protocols for Level 1 calls
• How to create Sales Opportunity records
• Manager escalation procedures

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🚫 Common Mistakes to Avoid

❌ Skipping Contact Capture
Risk: Lost opportunity if call drops, no follow-up possible

❌ Discussing Price Before Value
Risk: Sounds expensive without context, lowers booking rate

❌ Asking Yes/No Booking Questions
Risk: Makes it too easy for customer to say "no"

❌ Promising Exact Arrival Times
Risk: Sets false expectations, causes customer frustration

❌ Forgetting Brand-Specific Rules
Risk: Confusion, incorrect process, lost sales opportunities

❌ Rushing the Customer
Risk: Feels pushy, damages trust, lowers satisfaction

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💡 Success Metrics

Your goals on every call:

1. ✅ 100% contact capture rate (name + address minimum)
2. ✅ Value story presented before pricing discussion
3. ✅ Assumptive close attempted at least twice
4. ✅ If unable to book: Sales Opportunity created + manager notified
5. ✅ Notes complete in both Call Notes and Job Notes

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🎓 Module 1 Summary

Key Takeaways:

• Universal greeting: "How can I make you more comfortable today?"
• Contact information FIRST, always
• Five-step qualification process
• Value before price, always
• Assumptive two-option close
• Brand-specific protocols matter
• Never promise exact times, use 4-hour windows
• Document everything thoroughly

Next Steps:

• Practice the greeting until it sounds natural
• Memorize contact capture sequence
• Review brand-specific guidelines for your assigned company
• Move to Module 2: Inbound Call Types

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Last Updated: November 6, 2025 | Version 3.0