Loading document…
Opening in Pages for Mac...
Your browser isn’t fully supported.
For the best Pages for iCloud experience, use a supported browser.
Learn More
Cancel
Continue
1
of
1
Setter Resource Guide
Index:
●
Sales Process pg.
2
-
10
●
Looping/Area Management pg.
11
-
12
●
Impulse Factors pg.
13
-1
6
●
Communication and closing personal space with Proximate Cues pg. 1
7
●
Personality Types pg. 1
8
-1
9
●
Pitch pg.
20
-
21
●
Objections pg.
21
-
23
●
Pattern Interrupts and Deploying Slicks (including project sunroof)
●
Goals Setting pg.
24
Sales Process
1: Prospect
2: Qualify
3: Presentation
4: Close
5: Objections
2
of
11
Prospecting
Prospecting is the process of fi nding the most qualifi ed homeowner at that point in time.
Why it’s Important:
When working in your area, it’s important to maximize your time spent with
each potential customer to get in front of the most people possible to maximize
your opportunity for income.
How to do it:
●
First Start the day or night before looking through your area and planning out
what your route will be for that day. (See Section on Looping and Area Man.)
●
You will want to look at which homes will be the best fi t for solar. Open south,
west, and East Planes with no obstructions (Dormers, Vents, Pipes, Shading)
●
Next you want to look for which buyers are most likely to buy at that time.
We’re not wasting our time knocking on doors of people who most likely aren’t
home
!!
-Two Cars in Driveway
-No oil Stains in the drive
-Open Doors/Blinds
-Lights being on in the home
-People outside
-No packages or garbage cans outside
3
of
3
Qualifying Customer
Qualifying a solar customer is truly the art of asking questions. Getting them talking will
lead to them sharing not only concerns, history of their situation, and possibly pain
points but if you’re asking enough questions the customer will tell you exactly how to
sell them.
Why it’s important:
1)
F
orces engagement with customers 2)
Helps
us to keep control of the
conversation 3)
Helps
us as the sales pros to gauge whether solar would be a
good fi t for them. Imagine yourself as a doctor, diagnosing a problem and
providing a treatment for it; this will be the same thing we do with customers,
fi nding the root of their problems, and then providing solar as the solution.
Along with creating a relationship with the customer to allow them to feel
comfortable opening to us about their needs.
How to do it:
Breaking
P
reoccupation:
●
Did you guys get the letter
DUKE
sent you?
●
Have you seen our trucks in the area?
●
Were you here when they installed the new bi-directional meter?
●
Have any of the neighbors told you what is going on?
●
Breaking preoccupation is always going to be before we start into us.
●
These are just questions that generate curiosity and open people up to listen
to what we have to say.
Discovery Questions:
●
Who do you guys use for the utility?
●
How long have you been here?
●
Do you own the house?
●
Do you often lose power during snowstorms?
●
How long have you been with your current utility company?
●
How much do you currently pay?
●
Do you plan on moving anytime soon?
4
of
11
These questions are meant to get a full grasp on a customer's situation, that way during
the presentation we can offer them solutions to help with their current situation.
Leading Questions:
●
You guys’ lost power like everyone else did, right?
●
You’ve seen increases in your utility bill like everyone else has, right?
●
You guys know why you’ve seen a lot of your neighbors putting up panels,
right?
●
You know that your utility rates are just going to keep going up every year,
correct?
●
You know why they switched out your old meter for the new bi-directional
meter, right?
These are all just questions that are going to lead the customer to agree or disagree to
keep your conversation moving in the direction you want it to.
Tie Down Questions:
●
Does that make sense?
●
Does that sound fair?
●
Would that be okay?
●
How does that sound?
These are questions to make sure your customer is engaged in what you are saying
and following along with what you just proposed or presented with it making sense to
them.
Rapport Questions:
●
Questions about anything that interest the customer to break down barriers,
build rapport, and open a customer up to trusting us to leave them open to
listening to us through our presentation. People don’t care what you know until
they know how much you care. Making this 5-minute friend could be the
difference between a solid set and a potential no show to one of your
appointments. Friends Don’t Cancel on Friends.
●
Questions about:
o
Family (Kids, Spouse, Parents, Pets)
o
Occupation (What they or their spouse do for work is usually a huge
part of their life)
o
Recreation (What they like to do for fun)
5
of
5
o
Dreams (Aspirations in any of the above or goals for their home)
o
Sports (Use clues of flags in the yard or bumper stickers to fi nd a
common ground. If it’s in their yard they care a TON about it.)
Presentation
This is how you present yourself through what you say, what you don’t, how you say it,
how you look, meta-verbal, cues, proximate cues, and body language.
Why it’s Important:
Like in the doctor analogy once we’ve diagnosed all the customers' problems, and it’s
our job as professionals at that point to provide the solution for that problem
personalized to the needs that we unveiled through Qualifying them.
How to do it:
Verbally:
●
Present verbally in a way that resonates with that customer through what
personality type they are and what seems to be important for them in as simple
a way possible as our solution is to put the customer in a better situation then
they are currently in. Once you’ve identifi ed their buying profi le and personality
type, we should have enough information to present the idea and benefi ts of
solar to them while keeping it as simple as a children’s book. (People do not
mind change they either don’t understand it or think it will be diffi cult)
Physically or Body Language:
●
Be Open with your body language (no crossed arms or hands in pockets)
●
Have Eye Contact with customer throughout the conversation with them (if you
can’t look someone in the eye while talking with them, they will think they can’t
trust you)
●
Mirror your customer’s stance. If they put their hands in their pockets, you put
yours in yours. If they cross your arms, you cross yours, if they start nodding
then you start nodding with them. (Subconsciously there’s a connection
between people who mimic each other’s behavior, this will put you on the
customers side without having to verbally bring it up.
●
Stand with confi dence: Stand like you belong there, like you’re supposed to be
knocking on their door and like you have a job to do. People will take you a lot
more seriously if you act serious and stand your ground confi dently. (It might
be the customer’s home, but the doorstep is your offi ce)
6
of
11
Closing Space and Proximate Cues:
●
We should always start our presentation with the customer in a social space (it
draws them out of the home and leaves them comfortable enough with us to
be open to listen to us.)
●
As your pitch goes on verbally and you start to listen to mirror the customer
and get them more comfortable through questions, we can use the customers
body language (nodding, eye contact, mirroring us.) as proximate cues to start
closing in on personal space.
●
By the end of the presentation, you should be gathering the bill from customers
or at least your phone number. Use these opportunities to get almost shoulder
to shoulder with the customer (it subconsciously shows that you are both on
the same side or same team and will leave most customers more comfortable
with you to solidify that “friend” bond and set you apart from anyone else)
7
of
7
Closing
What closing is truly in summary is the art of alleviating buying pressure.
Why it’s important:
People love to buy things, but they hate being sold, keeping the pressure off us, and
using pullbacks and being willing to walk away from some people may make them want
our product even more.
How to do it:
Pullbacks:
●
I think that we could do everything that I just mentioned but I’m not sure
EXACTLY what the engineers will come up with. It’s all based on your usage
and roof space. That’s exactly why they sent me out here. I need to look at
your meter and your bill.Your meter’s on the left,
correct
?”
●
Pulling back is one of the biggest ways to reduce skepticism of why you’re
there. It’s important to make people feel as if you couldn’t sell them even if you
wanted to. If there’s one thing people want to do is to qualify for
something. Giving that unsureness of if they’ll qualify or not will make for a
stickier appointment because at the end of the day even if they don’t want it,
they will want to know if they could have it.
2 Option:
●
“I have a consultant in the area tomorrow and the next day, which one works
better for you?”
●
“Are you and your spouse available more in the morning or evenings?”
●
“Should they stop by between 5-6 or 6-7?”
●
“Do you get your bill online or in the mail?”
●
“Is your meter in the front or in the back?”
●
The 2-option method or funnel closing is best for taking too much thinking.
●
Pressure off the homeowner and not leave them an option to tell.
●
Us no. We’re funneling from very vague to very specifi c questions we
●
Need to keep us in control of the conversation and not overwhelm them.
●
Immediately with the pressure of a specifi c date and time. But by the end
●
Of the funnel locking down a committed time and date from them
8
of
11
Objections
What it is: The art of overcoming objections
Why it’s important: Our job starts with objections, it’s our job to be able to overcome
these in a way that makes the customer comfortable with their decision and with us as
professionals.
How to do it:
AIR: Acknowledge, Impulse, Resume:
This is mostly used with objections that aren’t objections (smokescreens) we want to
acknowledge what the customer said without feeding too much into it, use an impulse
factor as a transition to keep the customers attention and then resume our pitch like that
objection never happened because most of the time smokescreens aren’t real to
customers anyways.
Ex: “Got it, no big deal, really quick the reason they sent me out here is because….”
Feel Felt Found
This will be used to help reassure customers that they aren’t alone in how they are
feeling, and that other people felt the same way while reassuring them that others
concluded that it was something that benefi tted them despite that common concern then
jumping right back into a closing statement. This will most commonly be used for any
objections after you get through a full presentation with a customer.
Ex: I completely understand how you feel, one of our customers ____ felt the same way
until they found out…. What I’ll do is have one of the consultants build something up
and see if that’s something we’d be able to do for you as well. “
9
of
9
Agree, Isolate, Overcome, Re
-C
lose
This will be used when there is more of a vague concern that comes up from a
customer. This is when we will use deeper and open-ended questions to fi nd out the
root of a customer’s concerns that way, we can confi dently overcome them and then
hop back into our pitch and reclose.
Ex:
Customer: “Not Interested”
Rep: “It Seems like you’ve looked into solar before, what about it interested you in the
past”
Customer: “Tax Credit”
Rep: "Ok and it seems like there was something the previous company wasn’t able to
make sense of for you, what was it?”
Customer: “We Weren’t Getting the savings we would have liked”
Rep: “Perfect and what amount of savings were you looking for?” “If we Could draft
something up that got you to where you wanted to be, could we have someone swing it
by and go over it with you tomorrow for 20-30 min?’
TTT
●
That’s Exactly why I’m here.
●
That’s the best part about it.
●
That’s exactly why you’ve seen so many people switching.
●
These will mostly be used for when your customer brings up a specifi c
objection or previous instance that they met with someone and what they
weren’t able to do for them. This is where you’ll make it seem like their concern
is no big deal and use one of the 3 T statements to add confi dence to why you
are out there while reassuring them without necessarily saying where the
better option is.
EX: Customer: I had someone out here a couple
Months ago, and they couldn’t completely offset my utility bill.
Rep: That’s exactly why I’m out here! We as a company use the highest residential
panels available and walking by, I saw you got a ton of sun on that south side of your
house. So, I’m confi dent we’d be able to get you to your offset. To make sure I would
need to look at your bill and meter. How do you get that?
10
of
11
8 Mile Approach
This will be used when you keep getting the same objection with most people that you
talk to in your designated area or on that route for the day. You’ll take the air out of the
room by bringing up that the reason most people aren’t going solar is because of (Said
Objection) Then go into reiterating why things are different now or why were different
and then building value throughout your presentation. If we bring up the objection
initially and overcome it before it becomes an “argument” with the customer then there
will be a much smoother conversation that takes place.
