Below is a Strong Persistence Playbook & Rules you can drop into training for human or AI phone agents across Hales AC, Abraham AC, and Climate Control Services. It’s built to be polite‑but‑persistent, laser‑focused on booking the opportunity now, and aligned to your current scripts, policies, and lead flows (e.g., in‑home visit first; phone‑quote path only as a last resort; Modernize specifics for Hales AC). I’ve woven in the core practices from your Modernize script and RAHS knowledge base so the language, flow, and guardrails match what you already run.
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THE NEVER‑GIVE‑UP BOOKING PLAYBOOK
Goal: Turn every qualified conversation into a booked appointment today—without sounding pushy—by using permission‑based persistence, value stacking, and structured re‑engagement loops.
A. Mindset & Non‑Negotiables
Own the call. Warm, confident, helpful, never rushed. You lead the structure; the customer leads the story. (Use your approved greeting: “How can I make you more comfortable today?”)
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Capture contact first. Full name + street address before price/availability (safety net if the call drops). Take notes in Call Notes, then copy to job notes.
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Value → price → book. Earn the visit with the value story; then present numbers; then assumptive 2‑option close (AM/PM).
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In‑home visit first. Phone quotes are last‑resort; if forced, follow your Level‑3 phone‑quote path (specs, photos, scheduled follow‑up) and still invite the in‑home visit for final pricing.
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Work with urgency. Offer the next best window; add to standby; triage level‑1/2 comfort risks for “right away.” Do not promise exact arrival times.
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Never drop an opportunity. If not booked, code Sales Opportunity, assign to a manager, and trigger same‑day callback.
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Brand toggles.
Hales AC: inbound Modernize leads follow the Modernize flow.
Abraham AC / CCS: treat Modernize as regular sales leads.
Membership is Comfort Club (formerly “Right Away”).
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B. Booking Hierarchy (What “Winning” Looks Like)
Win #1: Book in‑home (repair, maintenance, or replacement visit as appropriate).
Win #2: If they insist on a price, educate → value‑stack → try again for in‑home; if still “phone only,” run the Phone‑Quote Path (gather specs/photos, schedule follow‑up call within 24 hours) and also offer the in‑home for final pricing.
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Win #3 (salvage): If they won’t book now, secure one hard commitment: a scheduled callback, permission to text/email your summary, and/or “standby list” consent—then create the Sales Opportunity and alert a manager.
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C. The 8‑Step “Never‑Give‑Up” Call Loop
Open & Take the Lead (10–15s).
“Thanks for calling [Brand]. This is [Name]. **You’ve called the right place—**how can I make you more comfortable today?”
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Safety Net & Essentials (30–45s).
“Let’s start with your full name and street address in case we get disconnected.” (Confirm phone/email; property type; partner/alt contact; marketing source.)
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Fast Qualifiers (60–90s).
Symptom/goal, system age (or years in home), attic/roof/ladder, thermostats, access/gates; membership status.
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Value Story (tailored).
Repair/Maintenance: stocked trucks, up‑front pricing, warranty, priority for members.
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Replacement: free, no‑pressure, in‑home by a senior technician (not a salesperson); duct/comfort analysis; price‑match‑plus guarantee; Zero‑Risk Installation.
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First Assumptive Close.
“We have techs in your area—would today 2 PM or 4 PM work better?” (Two‑option close.)
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Handle the Objection (ELPO).
Empathize → Label (“sounds like”) → Pivot (value reframe) → Offer (new path/time). (See Section D for ladders.)
Re‑Engage (choose a play; repeat up to 3×).
Permission‑based nudge: “Can I share a 20‑second idea, then you tell me if it helps?”
Trade a concession for a commitment (e.g., “hold a spot” if they’ll be available).
Change the question (AM vs PM, not yes/no).
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Close or Salvage.
If booked: confirm, set expectations (on‑the‑way call/text), add one relevant “By the way…” add‑on.
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If not: secure one firm next step, create a Sales Opportunity, and notify a manager for rapid callback.
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D. Objection Ladders (3 Levels Each, With Sample Language)
Use 2–3 “levels” max per objection, then pivot to another play to avoid friction.
- “Just give me a price over the phone.”
L1 – Educate & Reframe:
“Totally fair ask—most folks want a ballpark. We’ve found phone prices can be wildly off because home size, ducts, installation complexity and goals swing the number. That’s why we send a senior technician for a free, no‑obligation in‑home visit, so you get real answers and no surprises.”
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L2 – Stack Value:
“Even if you don’t move forward with us, you’ll leave with an apples‑to‑apples proposal you can compare confidently.” (Re‑close to AM/PM.)
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L3 – Phone‑Quote Path (only if adamant):
“Happy to start a preliminary quote by phone. I’ll need a few specs and photos (air handler, condenser, thermostat, breaker panel), then I’ll schedule a follow‑up call to present accurate options. We can still send the tech to finalize exact pricing if you prefer.”
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- “I need to talk to my spouse/partner.”
L1 – Empathize: “Absolutely—smart to decide together.”
L2 – Align & Add Value: “Our inspection is best with all decision‑makers present so your questions get answered on the spot.”
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L3 – Hold a Spot: “Let’s pencil in a time that works for both of you, and we can adjust if needed. This evening at 7 or tomorrow at 10?”
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- “I’m just shopping around.”
L1 – Normalize: “Smart—we encourage comparing.”
L2 – Confidence: “We provide a written proposal to compare apples to apples, and we have a price‑match‑plus guarantee.”
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L3 – Book It: “Would today PM or tomorrow AM be better to get that info?”
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- “Sounds expensive / can’t afford it.”
L1 – Empathy + Facts: “I hear you. Cost depends on size, ductwork and efficiency. The free visit gets you accurate numbers first.”
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L2 – Options: “We’ll show good/better/best paths and payment plans so you can choose what fits.”
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L3 – Re‑close: “Should we start with tomorrow morning so you can see the options?”
- “Too busy / not ready yet.”
L1 – Respect + Benefit: “Understood. The visit takes about an hour and can save you money by catching issues early.”
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L2 – Flexible: “We have evenings and weekends.”
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L3 – Micro‑Commitment: “If I hold [day/time], can I text a calendar invite and you can shift if needed?”
- “Do you charge for the visit?” (Repair/Maintenance)
L1 – Clarity: “We use up‑front pricing and send stocked trucks to fix most issues in one visit. The diagnostic covers the evaluation so we can quote you before any work.”
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L2 – Member Angle: “Members get a lower diagnostic and priority; we can review that benefit quickly.”
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L3 – Re‑close: “Morning or afternoon work better?”
- “I don’t think I need a replacement; maybe just a repair.”
L1 – Agree: “You might be right! Many systems are repairable.”
L2 – Credibility: “That’s why our tech will evaluate first and only recommend replacement if it’s truly best.”
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L3 – Re‑close: “Would 2 PM today or 10 AM tomorrow be better to get a definitive answer?”
E. Re‑Engagement Plays (Use These to “Keep the Ball”)
Use variety; keep it human; seek permission before each additional attempt.
Two‑Option Close (Default).
“We have 2 PM or 4 PM today—what’s easier?”
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Permission Nudge.
“May I share a 20‑second idea that helps customers in your situation, then you tell me if it’s useful?”
Scarcity & Speed (Truthful).
“We’ve got a senior tech nearby this afternoon who can give you real answers today.”
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Decision‑Maker Alignment.
“Let’s hold a time when everyone can be present so we answer all questions in one visit.”
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Risk‑Reversal.
“The visit is free and no‑pressure; worst case you get clarity.”
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Price‑Confidence.
“Bring any quotes—we’ll match apples to apples and go a step further.”
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Zero‑Risk Install.
“For replacements, we offer Zero‑Risk Installation so you’re never stuck with something you don’t love.”
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Member Priority.
“Members get priority scheduling and other benefits—happy to review after we lock your time.”
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Standby List.
“If earlier opens up, should I call or text you right away?”
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And‑By‑The‑Way Add‑On.
After booking, offer one relevant add‑on (e.g., duct cleaning package) using your approved “And by the way…” script cadence.
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F. Stalls & Soft Nos (Turn Them Into Yesses)
“Send me info.” → Trade for commitment.
“Absolutely. If I email you a one‑page summary and text the calendar hold for tomorrow at 2, will you keep that spot so you can ask questions live?”
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“Call me next week.” → Lock the time.
“Happy to. What day/time should I set so you’re expecting me?” (Create Sales Opportunity + manager alert.)
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“Not now.” → Micro‑win.
“No problem. May I place you on our standby list and text if something opens today?”
G. Guardrails That Prevent Pushiness
Permission before each additional attempt (“May I…?”).
Limit 2–3 rebuttals per objection, then switch plays.
No jargon; no pressure—be the calm expert.
Summarize what you heard before proposing the next step (“It sounds like timing is the hurdle—let’s solve that first”).
Always give two choices, not yes/no.
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H. Role & Flow Specifics (to stay on‑brand)
Modernize inbound (Hales AC): Use your Modernize Lead‑Setting flow; it emphasizes a free, no‑obligation in‑home with a senior tech, apples‑to‑apples confidence, and Zero‑Risk Installation. Book today if possible.
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All brands: Keep 4‑hour arrival windows for service work; never promise a specific arrival time; members get priority. Urgency rules for level‑1/2 situations.
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Membership language: Say “Comfort Club” (not “Right Away”); Abraham AC & CCS have three tiers; Hales AC has Comfort Club only.
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If not booked: tag Sales Opportunity, assign to manager, and follow your callback sequences (call/SMS/email templates and voicemails).
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I. Mini Script Library (Drop‑in Lines)
Reset the tone (7‑second reset):
“You’re right to be careful. What would you need to hear to feel the visit is worth your time today?”
Close after value:
“With that in mind, are you more of a morning or afternoon person for us to stop by?”
Time anchor:
“I can hold 2 PM right now so you don’t lose it—okay to pencil that in while we talk?”
Spouse alignment:
“Totally fair. Let’s put a time on the calendar that works for both of you, and you can move it if needed.”
Phone‑quote pivot (last resort):
“We can start prelim by phone—I’ll text a photo list and set a follow‑up call so you get real options quickly.”
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Salvage close:
“If I can’t earn a visit today, what’s the next best time to reconnect for 10 minutes?”
J. After‑Call Discipline (What Must Happen Every Time)
Booked? Confirm window; set on‑the‑way expectation; add one relevant add‑on; document tech notes (symptoms, access, urgency flags).
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Not Booked? Create Sales Opportunity (reason tagged), assign to manager, and trigger fast callback. Log a polite recap SMS/email using your templates.
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K. QA & Coaching: “Relentless‑But‑Respectful” Scorecard
Used approved greeting & tone; captured name + address up front.
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Asked the five qualifiers; offered value before price.
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Attempted assumptive two‑option close at least twice (with different plays between).
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Delivered one add‑on moment after booking.
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If not booked: Sales Opportunity created + manager alert same day.
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L. Training Note: Why This Works (Aligned to Your Materials)
In‑home first because it eliminates wrong assumptions and builds trust; your scripts already emphasize free, no‑pressure inspections by a senior technician, apples‑to‑apples confidence, and Zero‑Risk Installation, which are ideal risk‑reversal and price‑confidence levers for persistence.
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For service, your value narrative—stocked trucks, up‑front pricing, warranty, member priority—justifies the visit and supports polite firmness when pressed on fees or time.
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Your process discipline—contact capture first, notes in Call Notes, Sales Opportunity if unbooked—prevents leaks and guarantees a second bite via manager callbacks.
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Quick Brand Rules (Memory Jogger)
Greeting: “How can I make you more comfortable today?” (every call).
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Hales + Modernize: follow Modernize flow. Abraham/CCS treat Modernize as standard sales leads.
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Membership name: Comfort Club (replace “Right Away”).
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Windows, not exact times; members prioritized; escalate urgent cases.
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Optional Add: “Three‑Strike” Re‑engagement Rhythm (Keeps It Smooth)
Strike 1 (Value‑led): Share value + two‑option close.
Strike 2 (Permission): “May I offer a 20‑second idea?” → new angle → two‑option close.
Strike 3 (Concession): Offer to hold a spot/standby or run the phone‑quote path + set follow‑up. Then book or salvage and escalate.