Module 2: Inbound Call Types

🎯 Overview

Master every type of inbound call scenario. This module provides detailed scripts, qualification questions, value propositions, and booking strategies for HVAC, plumbing, appliance repair, and special situations.

🔧 Section A: HVAC Repair Calls

When to Use This Script

  • AC not cooling
  • System not turning on
  • Strange noises or smells
  • Water leaking
  • Ice on lines
  • Any equipment malfunction

THE COMPLETE SCRIPT

STEP 1: GREETING (MANDATORY - USE EXACTLY)

"Thank you for calling [Company Name]. I'm [Your Name]. How can I make you more comfortable today?"

STEP 2: CAPTURE CONTACT (BEFORE ANYTHING ELSE)

"You've called the right place. I can help you. Could I have your name to begin?"

[Customer gives name]

"Pleasure to meet you, [First Name]. May I get your street address to quickly find your details in our system?"

[Enter in system IMMEDIATELY - if call drops, you can call back]

STEP 3: VERIFY PROFILE (IF EXISTING CUSTOMER)

"Great, I have you in our system. For our records, I'd like to confirm your phone number is still [number] and your email is [email]?"

[Update any changes]

STEP 4: COMPLETE PROFILE

  • "And what type of property is this - single-family home, apartment, condo, or commercial?"
  • "How did you hear about us today?"
  • "[First Name], would you be comfortable if I call you by your first name? Fantastic. Are you the homeowner?"
  • "Perfect. If there's a partner or spouse you share your home with, could I have their name too? This is just in case they need to contact us later."

[Enter spouse/partner as "Alt First & Last Name"]

STEP 5: COLLECT THE REQUIRED QUALIFIERS

"I just have a couple of quick questions and then I'll see when we can get out to help you."

  1. "Are you currently a Right Away Member?"
  2. "Can you explain to me in a little more detail the problem you're having?"
  3. "How long has this been a problem?"
  4. "Do you happen to know the age of your system?"
    • If they don't know: "How long have you lived in your home? And have you had the unit replaced since you moved in?"
  5. "Is any of the equipment located in the attic or on the roof?"
  6. "How many thermostats does your home have?"
  7. "Are there any gate codes or parking instructions we should know about?"
  8. "Will we require a ladder?"

STEP 6: PRESENT VALUE (BEFORE PRICE)

"Thank you, let me share what sets our service apart. Each of our service trucks is a moving warehouse, fully stocked with a wide array of parts and tools. This allows us to address most issues on the spot, reducing the need for multiple visits and saving you time.

We use an 'Honest Upfront Pricing' approach. This means we assess your situation and provide you with a clear, detailed quote before any work begins. This removes any hidden surprises, and all our repairs are backed by a solid warranty for your peace of mind."

STEP 7: SHARE PRICING

"For this diagnostic, we charge a fee of $99. This fee covers the technician's visit to your home to conduct a full evaluation and recommend the most effective and economical solutions for your specific needs."

[PAUSE - Let them process]

STEP 8: ASSUMPTIVE CLOSE (TWO-OPTION QUESTION)

"Would you prefer a morning or afternoon appointment?"

[When they answer:]

"Great, I have a couple available slots that might work for you. I have [Date] between [8-12 or 12-4 or 4-8], or [Date] between [8-12 or 12-4 or 4-8]. Which of these works best?"

STEP 9: CONFIRM BOOKING

"Perfect, I've scheduled your appointment for [Day], [Date] between [Time Window]. We will give you a call when our technician is on route to your location."

STEP 10: UPSELL OPPORTUNITY

"Oh, and by the way, did you know that we now offer Duct Cleaning, and we have a great special going right now? For a limited time, we're including free antimicrobial fogging and free dryer vent cleaning - that's a $275 value. Would you be interested in hearing more?"

STEP 11: CLOSE

"[Name], is there anything else I can assist you with today? My name is [Your Name], and should any questions or concerns arise, please don't hesitate to reach out to us."

HVAC REPAIR OBJECTION SCRIPTS

OBJECTION #1: "That diagnostic fee is too high" or "Why do I have to pay $99?"

Response Level 1 - Explain Value:
"I completely understand your concern. Let me explain what makes our service different. Unlike many companies, we bring over $6,000 worth of parts and tools directly to your home. This means we can fix 93% of repairs on the spot, saving you from multiple trips and delays.

Our $99 diagnostic covers a fully trained technician who will thoroughly evaluate your system and provide you with upfront pricing before any work begins. You'll know exactly what it costs with no surprises.

Plus, if you'd like, I can tell you about our Right Away membership, which reduces your diagnostic to $69 today AND gives you 20% off the repair. Would you like me to explain that quickly?"

Response Level 2 - If Still Hesitating:
"I hear you. To make sure I'm meeting your expectations, what were you expecting to pay for the diagnostic? That helps me understand if there's something I can do to help."

[Customer gives number]

"Thank you for sharing that. Let me put you on a brief hold for just 20 seconds while I check with my manager to see if we can do better for you."

[Put on hold for 20 seconds - DO NOT actually check with anyone]

"Good news! I spoke with my manager and they've authorized me to offer you our 'Feel Like a Member' rate. We can reduce your diagnostic to $69 - the same rate our members pay. Does that work better for you?"

Response Level 3 - If Still Resistant:
[If they say a number $49 or above:]
"I'm not authorized to offer that rate, but if you're good to move forward at [their number], let me quickly check with my manager since I really want to earn your business."

[Put on hold for 25-30 seconds]

"Great news! Since we have technicians in your area daily, my manager has agreed to match your price of [their number]. He did ask one favor - when we're done with the excellent service, would you be willing to leave us a glowing 5-star Google review?"

[If their number is under $49:]
"I appreciate you sharing that. The absolute lowest I'm authorized to offer is $49, and that's really pushing it. At that rate, you're still getting our fully trained technician, stocked truck, upfront pricing guarantee, and warranty on the work. Can we move forward with that?"

OBJECTION #2: "I already know what's wrong - I just need you to fix it"

Response Level 1 - Validate & Educate:
"That's really impressive that you've taken the time to look into it! And you might be absolutely right. However, here's what we've learned over our years in business - sometimes what seems like the obvious problem is actually just a symptom of something deeper.

Our technicians are trained to verify the root cause, which protects you from paying for a fix that doesn't solve the real issue. We'd hate for you to pay us today and still have problems tomorrow.

The great news is, we still charge just $99 for the diagnostic, and we arrive with all the parts on the truck to fix it right away if you're correct. Does that make sense?"

Response Level 2 - Member Angle:
"Actually, let me offer you something even better. I can give you our Right Away member rate of $69 for the diagnostic. That way our technician can verify everything is working correctly and provide you with that peace of mind, all for less than what most companies charge just to show up."

OBJECTION #3: "Can you just give me a ballpark price for the repair?"

Response Level 1 - Explain Why Not:
"I totally understand wanting to know the cost upfront - that's actually exactly why we use our diagnostic process. Here's the challenge: every situation is unique. What looks like a simple fix might have underlying issues, or what seems complicated might be quick.

We used to try giving ballpark prices, but we found they were often way off - sometimes thousands of dollars different. We don't want to mislead you or create false expectations.

That's why we send a trained technician to properly diagnose, then provide you with clear, upfront pricing before any work begins. The investment is just $99 for that evaluation, and you'll have exact numbers - no guessing, no surprises."

Response Level 2 - Comparison:
"Think of it this way - if you could afford to fix something twice, you probably wouldn't be calling us, right? We want to get it right the first time. The $99 diagnostic ensures we give you accurate pricing for the actual problem, not just a guess."

OBJECTION #4: "Your technician can't get here soon enough"

Response - Honest & Solution-Focused:
"[First Name], we truly value honesty and reliability. That's why I'm giving you a realistic timeframe rather than promising something we can't deliver. I won't tell you we can be there in 2 hours if that's not possible.

Here's what I CAN do: I'll book you in our next available window, AND I'll add you to our standby list. If anything opens up sooner - a cancellation or we finish early somewhere - you'll be the first call. Would you prefer I call or text you if something earlier becomes available?"

[If system is 8+ years old OR urgent situation:]
"Actually, let me check something. You mentioned [their system is old/urgent issue]. Let me see if we can prioritize this."

[Check with dispatch or supervisor - these situations get bumped up]

OBJECTION #5: "I need to talk to my spouse/partner first"

Response Level 1 - Validate & Create Urgency:
"Absolutely, I completely understand. This is an important decision you should make together."

Response Level 2 - Plant a Seed:
"Just so you both have the information: right now we have availability on [day] in the [morning/afternoon]. If you decide you'd like that slot, it may not be available later since we're booking quickly."

Response Level 3 - Soft Hold:
"What I can do is pencil you in for [day/time], and if after you talk you need to change it, just call me back. That way you're protected if the time works. Does that sound fair?"

[If they agree, book it as tentative]

Response Level 4 - Schedule Callback:
"When do you think you'll have a chance to talk with [spouse name]? I can call you back at that time to help with any questions."

[Schedule the callback, create Sales Opportunity in system]

MEMBERSHIP SALES DURING REPAIR CALLS

When to bring it up:

  • After they understand the diagnostic fee
  • When they express any price concern
  • Always offer it as a smart option

The Script:
"Let me tell you about something that could save you money today and all year long. Our Right Away membership costs just $16.99 a month - that's $203.88 for the year.

Here's what you get immediately:

  • Your diagnostic today drops from $99 to $69 - you save $30 right now
  • You get 20% off the repair we complete today
  • You get an annual precision tune-up included (worth $275)
  • You get 20% off all future repairs, products, and services
  • You get priority scheduling
  • Plus you accumulate $100 every year toward a new system if you ever need one

For most customers, the membership pays for itself on the first service call alone. Would you like me to add that on? It'll reduce your diagnostic to $69 right now."

If they're hesitant:
"Let me put it this way: if the repair today is, say, $400, you'd save $80 with the 20% discount. Add in the $30 savings on the diagnostic, and you've already saved $110 - and you still have all the other benefits for the rest of the year. It's really one of the smartest decisions our customers make."

Call Priority Levels for HVAC Repair

Assign priority levels based on system age and situation:

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
  • 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."

Two-Option Close for HVAC Repair

"Our technicians are in your area today. Would 12-4pm or 4-8pm work better for your schedule?"

Diagnostic Fee Handling

If Customer Asks About Charges:

"Yes, we have to discuss the diagnostic charge and get their approval. If needed, we can follow our diagnostic charge objection handling scripts. For this diagnostic, we only charge a fee of $99. This fee covers the technician's visit to your home to conduct a full evaluation and recommend the most effective and economical solutions for your specific needs. We use an 'Honest Upfront Pricing' approach. This means we assess your situation and provide you with a clear, detailed quote before any work begins. This removes any hidden surprises, and all our repairs are backed by a solid warranty for your peace of mind. If you approve the repair, the diagnostic fee is applied toward the work cost."

Special Scenarios

Customer Mentions System Age (15+ Years):

"Thank you for mentioning that - at 15+ years, it's definitely worth having our technician evaluate whether repair or replacement makes more sense for your situation. They'll give you honest advice and real numbers so you can make the best decision. Either way, we'll get you comfortable. Is [time option] better for you?"

Multiple Issues Mentioned:

"I'm noting all of those concerns for the technician. They'll do a complete evaluation and give you pricing for everything that needs attention. Does [time] work for the visit?"

🌡️ Section B: Maintenance & Tune-Up Calls

When to Use This Script

  • Customer requests a tune-up or maintenance
  • Customer says "I need my AC serviced"
  • Customer asks about seasonal maintenance
  • Any maintenance-related inquiry

YOUR GOAL FOR THIS CALL

  • Primary Goal: Sell the Right Away membership (includes tune-up + ongoing benefits)
  • Secondary Goal: If they won't buy membership, sell Premier Tune-Up ($275)
  • Last Resort: Essential Tune-Up ($129)

Why this matters: Membership creates a long-term customer relationship. One-time tune-ups are just transactions.

THE COMPLETE SCRIPT

STEPS 1-4: Follow the same greeting, contact capture, profile verification, and profile completion steps as the repair call script.

STEP 5: COLLECT THE REQUIRED QUALIFIERS

"I just have a couple of quick questions and then I will see when we can get out to help you."

  1. "Are you currently a Right Away Member?"
    • If YES: "That's wonderful! You're already enjoying all those great benefits. Let me get your included tune-up scheduled for you." [Skip to scheduling]
    • If NO: Continue with questions below
  2. "Have you had any recent issues with the system?"
  3. "Do you happen to know the age of your system?"
  4. "Is any of the equipment located in the attic or on the roof?"
  5. "How many thermostats does your home have?"
  6. "Are there any gate codes or parking instructions?"
  7. "Will we require a ladder?"

STEP 6: PRESENT VALUE & LEAD WITH MEMBERSHIP

"Since you're not yet a part of our Right Away program, I'd really like to highlight its benefits for you - and I think you're going to see why this is such a smart choice.

Many of our customers, just like you, have found incredible value in the Right Away membership. Here's what it includes:

First, you get our Premier Precision Tune-up every year - this is our most comprehensive service, which normally costs $275 by itself.

Second, you get a 20% discount on all products like air filters or UV lights.

Third, you get a 20% discount on any repairs if you ever need them.

Fourth, you get lower rates for diagnostic services - so if something ever does go wrong, you pay $69 instead of $99.

Fifth, you get priority service, which means you get quicker appointments than non-members.

And finally, for every year you're a member, you accumulate a $100 credit toward a new system if you ever decide to upgrade in the future.

The cost of the membership is just $203.88 per year, and most people choose to pay for it in 12 equal payments of only $16.99 per month.

The Right Away membership not only keeps your system in perfect condition but also helps you save money over time.

Would you like to start enjoying these benefits today and get your included Premier Precision Tune-up scheduled?"

PAUSE - Let them respond

MAINTENANCE CALL OBJECTION SCRIPTS

OBJECTION #1: "I just want a one-time tune-up" or "I don't want a membership"

Response Level 1 - Show the Math:
"I totally understand. Let me show you something that might change your mind, because honestly, the membership is actually the better value even if you only use it once.

Here's the math: The Premier Tune-up by itself costs $275. The membership costs $203.88 for the year - that's $71 LESS than the standalone tune-up, and you get all those extra benefits I mentioned.

So even if you never needed anything else, you're already saving money. But if you ever need a repair, a diagnostic, or want to add UV lights or anything like that, you'll save 20% on top of that.

Does that make sense why so many customers choose the membership?"

Response Level 2 - Address "Don't Want Commitment":
"I hear you. Just so you know, there's no long-term contract trap here. It's an annual membership, and you can use it as much or as little as you want. Most customers forget they even have it until they need us - and then they're really glad they do because they get priority scheduling and those discounts.

Let me ask you this: if your AC broke down next August, would you rather pay $99 for a diagnostic or $69? And get 20% off the repair? That's what the membership gives you."

Response Level 3 - If Still Resistant, Offer Options:
"I understand, and we do have other options. Let me explain those for you:

Option 1 is our Premier Tune-Up for $275. This is the same comprehensive tune-up that's included in the membership. It's our most thorough service, and it ensures your system operates at its best.

Option 2 is our Essential Tune-Up for $129. This is a more basic but still thorough service. It covers the essentials to keep your system maintained and running efficiently.

Now, I have to be honest with you - the membership at $203.88 is actually less expensive than the Premier Tune-Up alone, PLUS you get all those other benefits. But if you prefer a one-time service, which option would you like to go with?"

OBJECTION #2: "That's too expensive" or "I can't afford $203/year"

Response Level 1 - Monthly Payment Framing:
"I totally understand being budget-conscious. That's actually why most of our customers pay monthly instead of all at once.

It's only $16.99 per month - that's less than most people spend on coffee in a week. And for that, your system stays in top shape, you have priority service all year, and you save money on anything else you might need.

We can set you up on automatic monthly payments so you don't even have to think about it. Does that work better for you?"

Response Level 2 - Compare to Cost of Problems:
"Let me put this in perspective. If you skip maintenance and your AC breaks down in the middle of summer, you're looking at:

  • A $99 diagnostic fee
  • Whatever the repair costs - often $300 to $1,000 or more
  • You're sweating while waiting for the appointment
  • Potentially higher energy bills because the system wasn't running efficiently

For $16.99 a month, you prevent most of those problems AND you save money if anything does happen. Which sounds like a better investment?"

Two-Option Close for Maintenance

"We have availability this week. Would 12-4pm or 4-8pm be more convenient?"

Seasonal Considerations

Spring (Pre-Summer):

"Perfect timing to get your AC ready before the brutal summer heat hits. We're scheduling pre-season maintenance now, and our slots fill up fast in April and May."

Fall (Pre-Winter):

"Smart thinking to get your heating system ready before temperatures drop. Much better to find any issues now than on the first cold night."

🏠 Section C: New Equipment Sales Calls

Call Opening & Qualification

Essential Questions:

  1. "What's prompting you to look at new equipment?"
  2. "How old is your current system?"
  3. "Are you experiencing any issues, or planning ahead?"
  4. "Have you had any estimates yet?"
  5. "Square footage of your home?"
  6. "Single story or multi-level?"
  7. "Do you have ductwork concerns?"

Value Story for Equipment Sales

"Here's what makes our process different and pressure-free: We'll send a senior technician - not a salesperson - to do a complete evaluation of your home. This includes measuring your space, inspecting your ductwork, analyzing your comfort needs, and understanding your goals. You'll receive a written proposal with good-better-best options that allow you to choose what fits your budget and needs. We offer a price-match-plus guarantee, meaning if you get a comparable quote, we'll match it and go a step further. Plus, our Zero-Risk Installation promise means you're never stuck with something you don't love."

Emphasize the Free In-Home Visit

This is critical for equipment sales:

"The best part? This in-home consultation is completely free and no-obligation. Even if you don't move forward with us, you'll have professional information to make confident decisions. There's absolutely no pressure - we want you to feel 100% confident in your choice."

Handling "Just Want a Price Over the Phone"

Level 1 - Educate:

"I totally understand wanting a ballpark figure. Here's the challenge with phone quotes for equipment: the actual price can vary by thousands of dollars depending on your home's size, ductwork condition, installation complexity, and the efficiency level you choose. That's why we provide a free in-home visit with a senior technician who can give you accurate, reliable pricing you can trust."

Level 2 - Add Value:

"Think of it this way: even if you don't choose us, you'll leave with a professional assessment of your home's needs and an apples-to-apples proposal you can use to compare other quotes fairly. It's about making sure you have good information."

Level 3 - Phone Quote Path (Last Resort):

"I understand you prefer starting by phone. Here's what I can do: I'll need some detailed information including square footage, current system details, and some photos of your equipment, attic, and ductwork. Then I'll schedule a follow-up call with you to review preliminary options. However, for final exact pricing, we'd still want to do the in-home visit since installation variables can significantly affect the cost. Can you text me photos of [list needed photos], and would tomorrow at 2 PM work for our follow-up call?"

Modernize Leads (Hales AC)

Special handling for Modernize inbound leads:

These customers are pre-qualified and expecting information about equipment replacement. Emphasize:

✅ FREE in-home consultation
✅ Senior technician (not a salesperson) does the evaluation
✅ Zero-Risk Installation guarantee
✅ Apples-to-apples pricing confidence
✅ Price-match-plus guarantee

Script for Modernize Leads:

"Thanks for your interest in new equipment through our Modernize program. We'll send a senior HVAC technician - not a salesperson - for a free, no-obligation consultation. They'll evaluate your home's specific needs, show you efficiency options, and provide a detailed written proposal. Our Zero-Risk Installation means you're protected throughout the entire process. The visit is completely free, and there's absolutely no pressure. Would today in the afternoon or tomorrow morning work better?"

Two-Option Close for Equipment Sales

"Would an evening appointment this week work, so everyone who needs to be involved in the decision can be present? We have availability 12-4pm or 4-8pm that works well for families."

Multiple Decision Makers

If spouse/partner needs to be involved:

"Smart to decide together - this is an important investment. Let's schedule a time when both of you are available so all your questions get answered in one visit. Does this Thursday evening or Saturday morning work for both of you?"

🌪️ Section D: Duct Cleaning Calls

Call Opening & Qualification

Essential Questions:

  1. "What's prompting your interest in duct cleaning?"
  2. "When was the last time your ducts were cleaned, if ever?"
  3. "Have you noticed any specific issues like dust, allergies, or odors?"
  4. "How old is your home?"
  5. "Do you have pets?"
  6. "Any recent renovations or construction?"

Value Story for Duct Cleaning

"Duct cleaning is one of the best things you can do for your indoor air quality and system efficiency. Our thorough process removes years of accumulated dust, allergens, pet dander, and debris from your entire duct system. Most customers notice immediate improvements in air quality and often see lower energy bills. This is especially beneficial in Florida where systems run constantly and humidity can lead to mold concerns."

When Duct Cleaning is Recommended

Strong Candidates:

  • Recent home purchase (unknown duct history)
  • Visible dust/debris from vents
  • Family members with allergies or asthma
  • Pet owners (especially multiple pets)
  • Post-renovation or construction
  • Never been cleaned (or 5+ years)
  • Musty odors from vents

Package Options

"We offer different packages depending on your needs. Our standard package includes cleaning all supply and return ducts, and we also offer enhanced packages that include sanitizing treatment and filter upgrades. The technician can walk you through the options when they arrive and show you the condition of your ducts."

Two-Option Close for Duct Cleaning

"Duct cleaning typically takes 3-4 hours. Would 12-4pm or 4-8pm work better, so you can plan to be home during the service?"

🚰 Section E: Plumbing Repair Calls

Call Opening & Qualification

Essential Questions:

  1. "What's happening with your plumbing?"
  2. "Is this a leak, clog, or something else?"
  3. "Where is the problem located?" (bathroom, kitchen, outdoor, etc.)
  4. "Is water actively leaking right now?"
  5. "Can you turn off water to that area if needed?"
  6. "How old is your home/plumbing?"

Urgency Triage for Plumbing

Level 1 Emergency (Immediate):

  • Active water leak causing damage
  • No water to the home
  • Sewage backup
  • Burst pipe
  • Water heater flooding

Response:

"This is an emergency situation. I'm getting you on our priority list immediately. In the meantime, [provide any safety instructions like shutting off water]. We'll have someone there as soon as possible today."

Level 2 Urgent:

  • Slow leak contained
  • Single fixture not working
  • Water heater issues but not flooding
  • Clogged drain (not backed up into home)

Level 3 Standard:

  • Dripping faucet
  • Running toilet
  • Low water pressure
  • Preventive checks

Value Story for Plumbing

"Our licensed plumbers arrive in fully stocked trucks ready to handle most plumbing issues in one visit. We provide up-front pricing before we start work, so you know exactly what you're paying - no surprises when the job is done. Our plumbing work is backed by our quality guarantee."

Common Plumbing Scenarios

Water Heater Issues:

"Water heater problems can range from simple fixes to needing replacement. Our plumber will diagnose the issue, explain your options, and provide pricing for repair or replacement if needed. How old is your water heater?"

Drain Clogs:

"We can handle everything from simple drain cleaning to more complex main line issues. The technician will assess the situation and use the right equipment to clear the clog. If it's a recurring issue, they can also recommend preventive solutions."

Leak Detection:

"Leaks can be tricky to locate. Our plumbers have specialized equipment to find hidden leaks without unnecessary damage to your walls or floors. The sooner we find and fix it, the less damage and lower your water bill."

Two-Option Close for Plumbing

"We have plumbers available today. Would 12-4pm or 4-8pm work better for you?"

🔌 Section F: Appliance Repair Calls

Call Opening & Qualification

Essential Questions:

  1. "Which appliance needs service?" (refrigerator, washer, dryer, etc.)
  2. "What is it doing or not doing?"
  3. "What brand and approximate age?"
  4. "Is it under any warranty?"
  5. "When did the problem start?"

Value Story for Appliance Repair

"Our appliance technicians are trained on all major brands and carry common parts on their trucks. We'll diagnose the issue, provide you with up-front pricing for the repair, and in most cases can fix it the same day. If the appliance is beyond economical repair, we'll let you know honestly and help you understand your options."

Common Appliance Scenarios

Refrigerator Not Cooling:

"A refrigerator not cooling is definitely urgent - you don't want to lose your food. We'll prioritize this and get someone to you today if possible. In the meantime, keep the door closed as much as possible and avoid opening it unnecessarily."

Washer/Dryer Issues:

"Laundry appliances are essential for busy households. Our technician will diagnose whether it's a simple fix or something more significant, and give you honest advice on whether repair makes sense based on the age and condition."

Dishwasher Problems:

"Dishwasher issues can range from simple clogs to pump or control board problems. We'll get it diagnosed and provide clear pricing for the repair."

When Replacement Makes More Sense

"If the repair cost is more than 50% of a new appliance's price, or if your appliance is near the end of its expected lifespan, our technician will be honest with you about whether repair is the smartest choice. We want you to make the decision that makes the most financial sense."

Two-Option Close for Appliance

"Would today 12-4pm or 4-8pm work better for the service call?"

⏮️ Section G: Special Situations

Callback on Prior Work

When customer calls back about recent service:

Essential Questions:

  1. "When were we out for the original service?"
  2. "What was done at that time?"
  3. "What's happening now - is it the same issue or something new?"
  4. "Do you have your invoice or ticket number?"

Response Strategy:

"I absolutely want to make sure you're taken care of. Let me pull up your recent service record. [Pause to look it up] I see we were there on [date] for [service]. Our work is guaranteed, so if this is related to that repair, we'll get someone back out to you at no additional charge. Let me get you scheduled..."

If It's Been Too Long or Different Issue:

"I see that service was [timeframe] ago for [issue]. What you're describing sounds like [same/different] issue. Let me schedule our technician to evaluate and we'll take good care of you. Our warranty on that original work [does/doesn't] cover this particular situation, but either way we'll make sure it's handled properly."

Cancellation Requests

When customer wants to cancel an appointment:

First Response (Understanding):

"I understand things come up. May I ask what's changed, just so I can note it for the team?"

Common Cancellation Reasons & Responses:

"I got it fixed by someone else":

"I'm glad you got help! For future reference, we're available 24/7 for any HVAC, plumbing, or appliance needs. Would you like me to keep your information on file?"

"I can't afford it right now":

"I totally understand budget concerns. Just so you know, we have financing options available, and our Comfort Club membership can significantly reduce your costs. Would you like me to email you information about those options? We can also hold your spot for a later date if that helps."

"I want to shop around more":

"That's completely understandable - smart to compare. Our diagnostic fee is competitive, and we include [list benefits]. Plus we have a price-match-plus guarantee. But I respect your decision. Would you like me to move you to a later date instead of canceling completely, just to hold a spot?"

"Something came up / schedule conflict":

"No problem at all. Would you like to reschedule for a better time? We have availability later this week."

Final Note:
Always confirm cancellation in the system and note the reason. If appropriate, create a Sales Opportunity for follow-up.

Manager Requests

When customer asks to speak with a manager:

First Response (Don't Escalate Immediately):

"I'd be happy to get a manager involved. To make sure I can get you answers faster, can you tell me what the situation is? I may be able to help resolve this right away."

If You Can Resolve It:

"Let me take care of that for you right now..." [Solve the issue]

If It Needs Management:

"I absolutely want to make sure you're taken care of properly. Let me get a manager on the line for you. May I put you on hold for just a moment?"

When Manager Isn't Available:

"Our [shift manager/supervisor] is currently with another customer, but I can have them call you back within [timeframe]. Would that work, or is this something that needs immediate attention?"

Always Document:

  • Customer concern
  • Steps you took
  • Manager involved
  • Resolution or next steps

💰 Section H: Pricing Quick Reference

When Customers Ask "How Much?"

The Rule: Value BEFORE Price

❌ Don't Say:
"It's $99 for the diagnostic."

✅ Do Say:
"Our diagnostic fee is $99, which includes a complete expert evaluation of your system, identification of all issues, and exact pricing for any needed repairs before we do any work. Comfort Club members pay $69, and Optimum members get FREE diagnostics. If you approve the repair, that diagnostic fee is applied toward the work cost."

Pricing Scripts by Service Type

HVAC Repair Diagnostic:

"The diagnostic is $99 for standard customers, $69 for Comfort Club members, and completely FREE for Optimum Comfort Club members. That covers our expert technician's evaluation and exact pricing for repairs. If you approve the work, the diagnostic fee applies toward the repair cost."

Maintenance Tune-Up:

"Our comprehensive maintenance service has two options: Premier Maintenance is $275 for a complete tune-up with all components inspected, or Essential Maintenance is $129 for basic service. Comfort Club members receive their annual tune-ups as part of their membership benefits."

Equipment Replacement:

"The in-home consultation and proposal are completely free - no charge at all. System prices vary based on size, efficiency level, and installation complexity, typically ranging from $[low range] to $[high range] for most homes. You'll get exact pricing during the free in-home visit."

Plumbing Service:

"Our plumbing diagnostic is $99 for standard customers, $69 for Comfort Club members, and completely FREE for Optimum Comfort Club members. This covers the evaluation and pricing for the needed repair. Once our plumber diagnoses the issue, you'll know exactly what it will cost before any work begins."

Appliance Repair:

"The service call is $99 for standard customers, $69 for Comfort Club members, and completely FREE for Optimum Comfort Club members. This covers the diagnosis and pricing. If you approve the repair, that service call fee applies toward the repair cost."

Price Objection Response

If They Say "That Sounds Expensive":

"I understand wanting to make sure it's worth the investment. Here's what that fee includes: expert diagnosis, exact pricing before work begins, and if you approve the repair, the fee applies toward the cost. More importantly, you'll know exactly what the full repair will cost before we start, so there are no surprises. Plus, Comfort Club members only pay $69, and Optimum members get diagnostics completely FREE. Compared to having an unreliable estimate or surprise charges later, most customers find this approach actually saves them money and stress."

✅ Section I: Booking Success Checklist

After every booked call, ensure you've completed:

  • Contact information captured and confirmed
  • Service type clearly identified
  • Appointment window scheduled (4-hour window)
  • Special instructions noted (access, pets, gates, etc.)
  • Urgency level appropriately triaged
  • Customer expectations set (on-the-way call/text)
  • Notes copied from Call Notes to Job Notes
  • Relevant value points mentioned
  • Membership status noted or opportunity identified
  • One relevant add-on mentioned if appropriate

🎓 Module 2 Summary

Key Takeaways:

  • Different call types require different qualification questions
  • Always present value before discussing price
  • Triage urgency appropriately (Level 1, 2, or 3)
  • Equipment sales emphasize FREE in-home visit
  • Modernize leads (Hales AC) require special handling
  • Handle callbacks, cancellations, and escalations professionally
  • Price discussions always include what's included, not just the number

Next Steps:

  • Practice qualification questions for each call type
  • Memorize value stories for your primary service types
  • Review pricing structure for your brand
  • Move to Module 3: Objection Handling & Persistence

Last Updated: November 6, 2025 | Version 3.0

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