TRAINING MANUAL

Mission Statment

Our goal is to provide quality and value to our

clients by exceding there expectations
 (State)
(State)
(State) Fast!
StoneServices
Crew! has been in business for a very long time. We are
First!
local based companies in every state in which we conduct business. We are
licensed to restore the homes to their original condition after they have been
affected by natural disasters.
Damage comes from Hail. Hail is formed of balls of Solid Ice which are called
hail stones. Hail ranges from .2 inches (.5 cm) up to 6 inches (15 cm).

In the United States 99% of all homes have Insurance. Insurance is required if
you have a loan on your house. When a storm happens and a house gets
damaged the insurance company is Obligated to pay to get the house
repaired.
All Insurance companies have a deductible which the homeowner must pay.
It could start from as low as $250 dollars and go up to as high as 5,000 Dollars
or more depending on the price of the home, how long the owner has been
with his insurance, and how many claims he/she has filed. It is important to let
the customer know that we have Deductible Assistance Programs available
and that our inspector can talk more about this at the time of the inspection.
 SCRIPT
Hello, (First Name)!? This is (Your Name)
With Stone Crew!

We are doing ROOF ASSESSMENTS AT NO COST!

If you do have any WEATHER DAMAGE, then we will

show you how we can HELP YOU out!

Tomorrow 10am works for you or 5pm better!

“Don't ask for appointment give them an appointment.”

Always assume the sale. Assume what you said is good enough and set the appointment!
After you setup a time, go to the qualifiers and fill out all blanks.

Our script has been strategically and professionally designed to sell our product.
It has been tested, proven and improved already!
DO NOT ADD, EXTEND , CHANGE NOR REMOVE WORDS OR PHRASES. ADHERE TO IT
100%, BELIEVE IN IT, OWN IT! AND MOST IMPORTANTLY USE IT!
 Leads Minimum Requirement’s!
Below are guidelines to a qualified lead. If ever in doubt, set the appointment up first (Our
Company gets booked up quickly) then contact one of your managers.

1. Must own single family residence. (No Condos, single wide trailers or apartments)
Town homes OR Duplex ONLY if they qualify. (P.8)
(Commercial units are allowed but appointment must be set with owner or general manager)
2. We must set appointment and meet with Decision maker (Homeowner or POA holder)
3. Customer must be willing to have roof assessed.
4. Valid address must be located within the requested area by our client, (Ask manager if new
address was provided during call)
5. On every appointment set, you must ask all main qualifiers get a clear and solid response,
Otherwise your appointment will turn into a RESET.
6. Information on notes must match the recording at all times. (P.11)

QUALIFIERS!
1. How old is your roof? (Give Options: 5, 10 or 15 years?)

(3+) (5+) (10+) (3+)

2. What type of roof do you have? (Give Options: Shingles, Tile, Metal, Wood)

3. Are you the homeowner at: ___? (Confirm Ownership of full address)

(Full Address: House Number, Street Name, Street Type, City, State & Zip)

4. Spoke To: (We must ASK the FIRST NAME of the person we are speaking to.)

5. Yours is a Single Family home, Right? Not a Duplex, Trailer or Townhouse?

6. What’s the name of your Insurance Company?

(Give options: All state, State Farm, Progressive?)

If customer is not giving name ask: But your house is insured, right?
If customer doesn’t know, than ask: Are you paying a Mortgage?

7. Have you signed a contract with another construction or roofing company already?

8. In case we find any storm damage, What is your email? So we can send you your
assessment report.

Wrap Up The Call:

A. (Clients Name) Can I count on you to be there (Date & Time)? _ Thank You! Have
a great day,
 1st Objection Stoppers
1. Attitude (Good Day)
(Need, Importance, Trust)
2. Script (Connection)
2nd Close
3. Need (Concern)
4. Importance (Urgency) (Tomorrow 10am works for you
or 5pm better!)
5. Trust (Comfort)
3rd Do not qualify customer
*Without 1 and 2 there’s no 3, 4 or 5! until after the sale

Need:
*We are calling due to the recent storms we had and bad weather

*My inspector Mike drove by your house on (street name) and noticed your roof might have
been damaged with the recent storm.

*We are working with some neighbors that reported damage from the storm so we will be
checking the roofs in the surrounding area at no cost.

Importance:
*You need a trained eye on the roof to inspect closely for damages.

* Minor damage does not cause your roofs to leak immediately, the assessment takes 20 min
and we will give you a free inspection report.

*Insurance companies are holding homeowners liable for not reporting damages on time, we
will show you how to get a new roof through your insurance company.

Trust:
*We are a locally based roofing company here in (city name)

*We are Licensed, Bonded & Insured

*First thing you will see from my inspector is license credentials and most importantly a list of
references with neighbors we are working with in your area.
 Do not qualify customer until after the sale
MAIN OBJECTION STOPPERS

Not interested before the script 

Client name, I understand you are not interested but you

haven’t even heard what I have to say yet.  Go back to the
script. 

Not Interested

Client name, My agent Mike drove by your house on  street

name  and noticed your roof might have been damaged with
the recent storm. We are working with some of your
neighbors and will be on your block to do free inspections .
Go back to close

Client name, I am sure you saw our signs in your neighbor's

yard. We are the ones helping them get a new roof .  Go
back to close 

I don’t have damage 

Minor damage does not cause your roofs to leak
immediately. It takes 20 min and we will give you a free
inspection report. Go back to close
 Tips to Staying Motivated!

-Some jobs require strength some require stamina or speed.

This Job requires Skills & Concentration! Make sure that you play your role
and get involved with the call; you need to connect with the homeowner.

-Never give up!! Give them Objection Stoppers until they say yes! Assume
what you said is good enough and go to close. But don’t be too pushy, be
persistent.

-Relate to the customers (make it conversational), If they are speaking loud,

you speak loud. If they drive a Mustang then you drive a Mustang.

-Be friendly but in control of the conversation. If they ask you a question,
answer it quick, and then ask them a question back, like how old is your roof?
Then they will forget about the question they asked you before, because they
are now thinking about your question. Be in control at all times!

-Positive Energy and attitude! You are in control of your paycheck so stay
positive no matter what.

-Use the Fear of loss technique. Example we are so booked up and I only
have time tomorrow at 5pm. It doesn’t matter if we have all the times
available. They have to feel that it’s the last chance to get this inspection.

-Either set the appointment up or be on the phone with the customer until
they hang up. The hardest thing is getting someone on the phone that will
listen to you. So when you get that person on the phone make it count!
Remember be persistent not pushy.

“Some people Dream of success while others

wake up and work hard for it!”
TRAILER
 CALL DISPOSITION AND TIMELINE
 Dead air or ghost calls
 Hung up in middle of the script  Listened to what you have to  Condo
 Answering machine
say including at least 2 rebuttals
 Says wrong number but doesn't confirm ownership  Townhome With H.O.A.
 Electronic response or beep and still says im going to pass or
 2-7 SEC MAX
 Said not interested and hung up remains not interested.  Single Wide Trailers
 2-7 sec max
 DEAD AIR CALLS
 New roof but doesn't confirm mínimum age  Apartments
ANSWERING MACHINE NOT INTERESTED
CALL BACK HOUSING
(SHIFT+ A) (SHIFT+ N)
(SHIFT+ C) (SHIFT+ H)

WRONG NUMBER DO NOT CALL DO NOT QUALIFY Manual Disposition

SALES
(SHIFT+ W) (SHIFT+ D) (SHIFT+ Q)
(MANUAL DISPOSITION)
ONLY TO BE USED WHEN H.O. SAYS “WRONG NUMBER”  Skeptical (Asking too many questions)  Roof below age required (Ask for visible damage)
 Speaking and meeting
1. My name is (_) with (_), We are doing roof assessments  Rude / Agressive / Threatening/ Messing  Signed Contract with another roofing company with homeowner
at no cost. Around
 No insurance on property  You asked all qualifiers
2. Do you own a house in City / Zip ?
 Request to be taken off the list ONE TIME
 Renter  Clean notes
If Yes: Great, If you do have any weather damage then we or claims to be in the national DNC list
will show you how we can help you out, TOMORROW  Insurance denied after recent storm  Gave solid answers
10AM WORKS FOR YOU OR 5PM BETTER.
 Lawyer / Police Officer / Roofer / Insurance
adjuster / Constructor
If No: Wrong Number!  Speaks fluent english

POLITE WRAP UP
Follow these 1,2,3 mandatory steps to politely wrap up your call on every call with exception of answer machine
1. Let the prospect know what is the next step or resolution
(Here are some examples for diffrent scenarios)
“I will place you on the DNC list” (DNC)
“I will check back on you after the next storm” (Do Not Qualify)
“Maybe next time we'll be able to help you” (Not Interested)
“What a pity! Your type of housing does not qualify” (Housing)
“Can I count on you to be there (Date & Time)? (Sales)

2. “Thank you for your time!”

3. “Have a great day!”
 Specifications and Requirements:
*Notes are only to be left and saved, when appointment has been completely set.

*The final product for our client is your notes, so make sure they are neat;
watch your spaces and have correct spelling.
12pm
*Notes must match the recording at all times.
12 pm

*All lower case letters; no capital letters!

Template:
sameday
Heading, *Don’t add simbols such as : , . - ;
if needed
mm/dd/yyyy at 10am
spoke to mike *Always use the same note template.
homeowner
age of roof 10yrs
type of roof shingles
*Internal communication messages go at the top of the notes such as sameday,
single family home spanish, etc.
insurance farm bureau
contract no *Leave at the bottom of the notes any additional information that is useful for
[email protected] the inspector such as translator, confirmed damage details, gatecode, etc.
confirmed damages leaks, water stains
gatecode 9876 Additional
*Please do not include any unnecessary info for the inspector on notes such as:
camp name, client ID, double, etc. anywhere on the notes.
Info

Sameday
12/28/2021 at
spoke to
homeowner
age of roof
type of roof
single family home
insurance
contract
email

confirmed damage
gatecode
John
Doe

(504) 555-1234

123 Main St.

New Orleans
LA
70127

John
Doe

(504) 555-1234
123 Main St.
New Orleans
LA

70127