CALL FLOW & SCRIPT GUIDELINES

Opening Script (Updated & Persuasive):

(Use curious and warm tone)

Hey, is this [Customer First Name]?

Hi, this is [Your Name]. We’re currently working in your area—specifically on [Street Name]—in
cooperation with your utility company to offer a free energy audit.

Have you noticed your utility rates going up?

They’ve been sending out some notices recently, either as pink or yellow slips attached to your
bill.

Have you had a chance to look at those?

(Pause for response)

Context & Problem Introduction:

(Use concerned, informative tone)

So, the issue is that PG&E is Your utility (insert here if you know it) has been increasing their
rates another 20–30% 6% or more every year, mainly due to wildfires, lawsuits, and the fact
that the grid is in constant need of repair. constant repairs on the grid.

Maybe you’ve seen that this reported in the news?

(Pause, allow them to relate)

Program Soft Qualify (Transition to Value):

(Use a helpful and conversational tone)

Have you ever looked into any of the different programs to help reduce your power bills—like
the CARE program or any of the clean energy incentives?

(Pause)

Got it. Well, this is actually a federally funded clean energy program.

Here’s how it works:

Instead of paying for traditional, unstable grid power, you generate your own power with solar,
but you’re not buying or leasing the system.

We provide the solar panels at no cost—we cover installation, maintenance, and insurance.
You simply pay a lower, fixed electricity bill, with protection from future rate hikes.

Does that make sense?

(Pause for understanding)

Qualification Questions (Engaging, Soft-Tone):

(Build curiosity and gently qualify)

What we are offering today is a 30% federal tax credit that you can take from the total cost of
your system, and apply it to your tax liability. And it might be going away soon due to the new
bill the was recently passed in the House of Representatives. It still must pass the Senate, but if
you are at all interested, now is the time to act, just in case they reduce or eliminate this tax
credit.

Now, not everyone qualifies for the program, so I just have to ask a few quick questions:

First, you need to own your home — are you the homeowner?

And “how high” would you say your electric bill gets?

(Add slight “bill shock” tone)

What does it look like on the low end?

So average is around $___?

Is that electric only, or does it include gas?

Next, your house needs enough sun hours. Let me check real quick… (Open Google Maps)

*(This should be done before the call is made, so the caller, who is only going to call the houses
that we already know has a good roof for solar)

I’ve looked at your roof on our satellite program, and I see that your roof has a good amount of
sun hours, and would be a great fit for solar.

Do you have any large trees shading your roof?

(If there are large trees shading the roof they will not be called)

Last, you can’t have had a bankruptcy or foreclosure in the last 3 years — are we good there?

(This is not part of our lenders’ protocols, it is based solely on credit score.)

And that means your credit score is over 650, correct?

If you would be interested in financing, the lenders we work with would be looking at a credit
score of 650 or higher… are we good there?

(If the answers qualify)

Awesome! Based on what you’ve told me, it looks like your home is a great candidate for the
program.

Appointment Scheduling:

What we’d like to do is send a technician out have you meet by a zoom call on the computer
with our solar professional, Sherry Erickson, for a quick 30-minute consultation.

They’ll verify your savings, show you how the program works, and make sure your roof is
eligible.

Are you more of a morning or afternoon person?

I have several times available from now until (Saturday). Which day works best for you?

(Offer 2 close-ended choices)

Would I have tomorrow between 8am and 11 am, which would at 3:00or 6:00 work better for
you?

(After selection)

Great, just to let you know, you will be receiving an email confirmation with the zoom link. It
will come directly from Sherry. there is a one-hour arrival window for our technician to get
there. Sound good?

Appointment Confirmation:

I’m just going to confirm a few things that I have on file before I let you go:

The address that I have on file is [Address].

Is [Phone Number] the best number to reach you at?

We do ask for all homeowners and decision-makers, if possible, to be present at the time of the
appointment.

Perfect, I’ve got you down for [Day] at [Time].

And [Customer First Name], can you do me a favor?

Can you please have your energy bill handy at the time of the presentation?

*Better if you can get it in advance*

Also, write down any questions or concerns you may have.

Can you make sure you do these two things?

Awesome, well that's everything for us. Enjoy the rest of your day. Take care.