Standard Script ​

Opener: "Hi (customer name), this is (Agent name) we just got your message regarding getting
a free estimate for your (Project Name)” ​

Another way to open the call:

Hi (HO name), (time of the day greeting) thank you for picking up, by the way this is (agent
name) - I'm just checking if you're still working on the (project name)

Hi (HO name) (time of the day greeting) thank you for picking up, by the way this is (agent name)
- I'm just checking if you're still open for an estimate on the (project name)

Mention company name, only if they ask

Another option to get them booked quickly IA

My boss is actually in your area around XX hour. Are you still looking to get your PROJECT
done?

-Wait for customer response- If no,

Do you have any home improvement projects that you've been wanting to do or get an estimate
on?

-Wait for customer response- If yes,

Project type: Great, so tell me a little bit about what exactly you were thinking of getting done
with the (project type)
write down any notes the client gives you about the project

Confirm Address: Confirm address from lead information on sheet

-Wait for customer response-

Homeowner Present: Thank you, are you the only homeowner of the property?

●​ If married or multiple homeowners, then continue below, if not say;

Is there anyone else who owns the property with you and helps you make decisions on these
types of things?
●​ All homeowners need to be present in the meeting​

Financing Question:
We work with a couple of different banks, to be able to give you the best financing even with no money
down
-​ Confirm if paying cash and/or out of pocket
-​ Once they say “yes I’m open to hearing the options for financing” or anything along those lines,
ask:
How do you rate your credit? Fair, good, or excellent?
-Wait for customer response-
When are you looking to complete the project?

-Wait for customer response-

Confirming Appointment:-

●​ (Try to book an appointment ASAP, with 3-4 hour heads up we can take same day
appointments, otherwise try to book for the following day. VERY IMPORTANT , NEED ASAP
APPTS)
●​ Earliest appointment is 10.30am, latest 7pm
●​ Fridays up to 1pm

Expect another call from our team member to confirm the meeting

Proceed to book the earliest available time and day for both partners to be home.

Please note that we will be onsite [date of appt] at XX address at XX time to discuss XX project
with you [and your spouse]

Let the client know they’ll be receiving a call the day of their appointment, or a day before, as a
reminder, let them know that if they do not confirm this call, nobody will come.

REHASH Script

Opener: Hi (customer name) .. this is (rep name) from (company name). Are you still needing to
fix your (project type)?

We are calling to confirm today’s appointment at 2pm.

-Wait for customer response-

Financing Question: Amazing, and are you interested in hearing about any financing or monthly
payment alternatives for this project?

-​ Confirm if paying cash and/or out of pocket

 -​ Once they say “yes I’m open to hearing the options for financing” or anything along those lines,
ask:
How do you rate your credit? Fair, good, or excellent?

-Wait for customer response-

Confirm Address: Confirm address from lead information on sheet

Homeowner Present: Perfect, and since you are interested in financing promotions, are there
any other homeowners aside for yourself?

●​ (If married or multiple homeowners, then continue below, if not say ; is there anyone else who
owns the property with you and helps you make decisions on these types of things ?)

Confirming Appointment:Great, what is the best time both you and your partner will be available
for a 60-90 min consultation?

●​ (Try to book an appointment ASAP, with 3-4 hour heads up we can take same day
appointments, otherwise try to book for the following day. VERY IMPORTANT , NEED ASAP
APPTS)
●​ Earliest appointment is 1030am, latest 7pm
●​ Fridays up to 1pm

Proceed to book the earliest available time and day for both partners to be home.
Let the client know they’ll be receiving a call the day of their appointment as a reminder

AUTO BOOK Script

Opener: Hi (customer name) .. this is (rep name) from (company name). We’re reaching out to
confirm your availability for an in-person consultation to fix your (project type)?

You’re booked for [date from column E]’s appointment at [time from column F], is this correct?

-Wait for customer response-

Financing Question: Amazing, and are you interested in hearing about any financing or monthly
payment alternatives for this project?

-​ Confirm if paying cash and/or out of pocket

-​ Once they say “yes I’m open to hearing the options for financing” or anything along those lines,
ask:
How do you rate your credit? Fair, good, or excellent?
-Wait for customer response-

Confirm Address: Confirm address from lead information on sheet

Homeowner Present: Perfect, and since you are interested in financing promotions, are there
any other homeowners aside for yourself?

●​ (If married or multiple homeowners, then continue below, if not say ; is there anyone else who
owns the property with you and helps you make decisions on these types of things ?)

Confirming Appointment:Great, what is the best time both you and your partner will be available
for a 60-90 min consultation?

●​ (Try to book an appointment ASAP, with 3-4 hour heads up we can take same day
appointments, otherwise try to book for the following day. VERY IMPORTANT , NEED ASAP
APPTS)
●​ Earliest appointment is 1030am, latest 7pm
●​ Fridays up to 1pm

Proceed to book the earliest available time and day for both partners to be home.
Let the client know they’ll be receiving a call the day of their appointment as a reminder

OBJECTION HANDLING:
Additional reference: [Link]

-​ “I already have a few estimates, I think that’s enough for now.”

“I understand that you don’t want to talk to many reps, but I believe we can give
you competitive pricing that would help you begin the project that you want. It’s a FREE
ASSESSMENT and you are not obliged to commit right away. At least you have an idea
on better options.”
OR
“I understand you've already talked to another contractor. I'd still like to you to
hear from my project manager and let us take a look since it’s always good to have a
couple of opinions. We are specialists in this field and guarantee A+ customer service
and performance.”
OR
“You mentioned earlier that you were able to have an appointment with other
companies, let me set up an appointment here in our company because we do have great
contractors who provide great deals, so that you have an option who provides the
cheapest.”
 -​ “I just saw the ads on facebook”
“Of course, I understand. The reason why I called you is to set an appointment
with one of our specialists. You don’t have to sign up right away. There’s no out of pocket
for this appointment. Basically we just want you to see samples of our previous project
and also discuss with our specialist what your plans are for your (project type). You can
say no anytime. If you agree with our offer and sign with us, It’ll be a win for both you and
our company. If not, it’s still a win for both sides since we’ll know what improvement we
can work on for our next project.”

-​ “Not interested / Not ready yet”

[acknowledge concerns and listen to clients’ sentiments]
“This is just a free estimate. Like other companies, we offer free consultations and
estimates to help you explore your options. We might be able to beat the quotes you
previously received and would also like to reiterate that there is no obligation to pay
anything upfront.”
​ OR
​ “No worries, because here in our company, we do have a huge discount together
with promos and programs that you may avail and you might be interested in. In that way,
once you were able to apply all these 3 (discount, promos, and programs) that means
you will pay cheaper than the original price. And that's the time na mag a'agree na sila to
hear about the company.”

-​ “Your company is a scam”

“Our contractors are licensed, bonded, and insured. We can bring documents or
proof that we are a legitimate business.”

HOURS OF OPERATIONS for BOOKING APPOINTMENTS:

Sunday - Thursday - 10am-7pm
Friday - 10am-1pm
NO SATURDAY BOOKINGS

MAKE SURE TO GIVE 30 MIN ARRIVAL WINDOW FOR APPOINTMENT TIME

LEAVING A VOICEMAIL:

Hi [CLIENT NAME]! This is [AGENT] from [company name]. I just wanna check if you’re still needing
someone for your [project]? If yes, and once you’re available, please feel free to call us back at (my

😊
number) and in that way we can discuss more on how we can help you out with this project. Once
again, this is [agent] and have a great day!
QUESTIONS / KIND OF WORK IN REGARDS TO PROJECT:​

ROOFING

Roof that are energy efficient roofing - cool roof helps insulate the home. Qualify for 5k rebate.

●​ How old is the roof?

●​ Is it leaking?
●​ How big is the roof? (if they don't know, its ok)
●​ How many storeys is the house?
●​ What type of roofing material do you currently have (asphalt shingles, metal, tile, etc.)?
●​ Are you experiencing any issues with the roof, or is it the original roof for the home?
○​ Have you collected any estimates yet?
○​ We’d love to offer a free inspection to assess the best options for you.

For REPAIR

-​ Ask for what kind of roof?

-​ How big is the repair?
-​ Why the repair
-​ How big is the repair

EXTERIOR PAINTING

●​ When was the last time you had your home’s exterior painted?
●​ Are you noticing any cracks, chipping, peeling, dry rot, or mold?
●​ Have you collected any estimates on getting this fixed?
●​ We’d be happy to offer a free inspection and estimate to help you address these issues.

HEATING A/C or HVAC

●​ How old is your current heating and cooling system?

○​ If Older than 10 years: Older systems often use more energy than necessary, leading to
higher bills. We’re offering a free energy audit to show you how an upgrade could save
you money. When’s a good time to have our technician stop by?"
○​ If Less than 10 years: "Even newer systems can sometimes be optimized for better
performance and lower costs. We’re offering free energy audits to ensure your system is
running as efficiently as possible. Are you available for someone to stop by tomorrow?"
LANDSCAPING or BACKYARD REMODEL

-​ Landscaping in the rear, side or front of the house

-​ In terms of size, how large is the size?
-​ Do you currently have something there now (ie dirt?)
-​ Do they have ideas (the general contractor can have designs ready to show you)

Type of work: Drought tolerant - water saving. Qualify for 5k rebate.

●​ Pavers ●​ Firepit
●​ Cement ●​ Outdoor kitchens
●​ Pergolla ●​ Patio Cover
●​ Full Patio ●​ Deck
●​ Pools ●​ Turf
●​ Jacuzzi ●​ Sunrooms

WINDOWS

Representative:

●​ What kind of windows do you currently have?

●​ Are your windows single-pane, double-pane, or triple-pane?
●​ Are your energy bills higher than you’d like, especially during winter or summer?
●​ Are these the original windows of the home?
●​ Have you collected any estimates on replacing them?
●​ We’re offering a free consultation to help you explore your options for new, more efficient
windows.
●​ How many windows and which size?
○​ Different types, sliding door and such
●​ Would you like to schedule a time?

SOLAR

Incentive: 26% in California.

-​ Installation - how many panels are you looking to get?

-​ Do you have an idea on power (kilowatts) usage of the home?
-​ How much is the average monthly bill?
​
If installation only and not purchasing a whole system - text Trisha with the city to request if we do
installation of panels only.
SKYLIGHT

-​ How many skylight are you looking to built

-​ Is it a replacement or new installation
-​ Similar to windows
-​ Most likely attached to the roof (understand the quality of the roof) - go back to roofing
questions. Are they looking to get the roof dont or just skylight

ADU home improvement work

Accessory Dwelling Unit - a secondary housing unit on the same property as a larger home
-​ Is there a current structure in the location where you want the ADU to be built on?
-​ Garage conversions, we can offer this
-​ Ask for the size or how many bedrooms and baths
-​ Timeframe of when they want to build
-​ Ask if they have permits, if they don't have - the contractor will help get permits and plans
-​ Design - do you currently have a design in mind? or permits or plans

PREFABRICATED ADU:
We can give you an option for both. Real ADU is better quality, last longer, cost almost the same. We
can give you the cost.
-​ We can provide you options on pricing, then you can decide what’s really better for you.
-​ Person who will come by is a general contractor, they will be able to tell you what will work
better for you

Full Home remodel

-​ How big is the home? How many bedrooms and baths?
-​ What type of remodel?
-​ We do interior paint, kitchen, bathrooms, floors, electrical, plumbing, build additions

Other Works
-​ Fish pond hydroponic

Projects Not Covered

-​ “Catio” or cat patio
Lead Card Template:

Full Name: Kirby Sotto

Day: Wednesday
Date: 6/11
Time: 4-430pm
Marital Status:
Phone Number:
Address:
When do you want to get started:
How you plan on paying:
If financing, credit:
Title Check:
Primary residence:
Job Description:
Agent Name:
List:

Notes:

**Confirmed both or sole HO will be present

**Confirmed 60-90 min meeting
**Confirmed appt database:

**3/11 update on the additional question for the template:

Please make sure to add this question to your bookings. “Is this your primary residence?” If yes
Great, if no, then explain what is it please if it’s rental or relative house or whatever it may be.

NOTES
●​ ABSOLUTELY NO ONE-LEGGERS.
○​ The only time an absent HO will be a valid booking is if the person attending has a POA
(Power of Attorney).
●​ Get as much details about the project as you can (ie. levels of homes, exact backyard work
like pavers, cement)
●​ Location of where the office is:
○​ State the nearest city, search the address on the map and state nearest city
●​ Name of company: Quality builders
●​ You can book appointments multiple times for the same client, make sure you check on the
“Appt Data Base To Check” if appt has already been set for the exact day- must move to a
different day
●​ Why does the meeting last for 60-90 minutes?
○​ Based on number of questions
○​ Representative needs to understand full Scope of work (exact changes or damages)
 ○​ How much labor and/or materials involved
○​ most importantly, the rep will share background about the company - good reviews,
projects we've done, to get comfortable with us. Any home improvement work is a lot of
money - we want to give you the most comfortable - trust us with the type of work we've
done. That way you can make an educated decision and knowledgeable decision. No
matter who you choose.
○​ 60% appointments booked - sticks.
●​ The better leads that stick into a “seat” is a sincere send off at the end of the call.
○​ It was really great speaking to you. we are excited to meet you, ill be sure to get you the
best possible deal. i want to give you everything in my power to get you a really good
representative.
○​ don't be a robot.
●​ All work is done in house, not outsourced
●​ If the property is inherited and is not the client’s primary residence, we can book the meeting
even without the client’s spouse.
●​ If the client is a renter but the property owner will be present for the meeting, we can book.
●​ WE DON'T BOOK so far in advance. ​
We book in the same week or within the next week.​
If not, CB for a closer date, OR book it on your own and remind yourself to call back within the
week of booking and send the lead card once confirmed the week before.
●​ New rules starting January 12, 2025
○​ We are going to rename the sheets to three zones.
○​ We will not change the numbers in the sheets (just the name)
○​ You will continue to call your sheets (now named zones)
○​ Two callers in rehash
○​ Mariel will be a rover for all sheets (bc she was moved back from USA leads)
○​ Only rehash can rebook appts
○​ Only one appointment booked per zone
●​ Notes from Legacy meeting 1/17
○​ 1️⃣ marital status - make sure you write single/married/separate/divorced - if someone else
owns the home write -- own with XX mom or dad XX
○​ 2️⃣ meeting period & arrival ⁠make sure that they know the meeting is in person for 60-90
mins, the arrival window/timeframe is within the first 30min of initial book time
○​ 3️⃣ ⁠inform caller to expect a confirmation call or text -the day before or morning of the
meeting if they dont answer, our team member will need to rebook the appt
○​ 4️⃣ ⁠IAs - make sure its a solid booking - no one calls before the meeting to confirm
○​ 5️⃣ for all zones - earliest is 12pm for 92XXX zip codes -- confirm with a map if you are not
sure location (100 miles from LA city is after 12)
○​ 6️⃣ adding source column, please add USA as source if stated in line with client
○​ 7️⃣ Rebate programs available for 40k for ADU, 5k for backyard/front yard as long as its
energy efficient, $5k insulated roof.
○​ 8️⃣ financing available - zero payment for the 1st year, low interest, low monthly payment
○​ 9️⃣ ADU - starts $300/sf but really up to the contractor to provide practice, depends on
size, material
 ○​ 1️⃣0️⃣notes section anything related to project in first group of bullet points (job description,
size, material) - then leave space for extra and other notes
○​
●​ Notes from Training 2/27
○​ Legacy Goal:
■​ 3-4 a day appts
■​ BA to seat ratio: 40% (one seat a day)
■​ IAs have a higher seat rate
■​ LA office books around 6-7 a day - so ours should be 3-4
■​ We are available 6-7pm
■​ Produce well in this campaign --> you have the opportunity to move into Source
■​ For people asking for price: control the conversation and ask for measurements
or different materials and coats, a slope or custom design and use that as an
excuse not give the price. "I'd hate to give you the wrong price. We are a family
owned, we can give you the right price- we give you an accurate price." _move to
the next step_ We are local, we are good on price, how about we do something
later today - we can meet you and your spouse, we have our boss available,
partner of the company. He can give you a good price. That's the best person to
meet"

○​ SOURCE
■​ Every leads gets sold at minimum 40k
■​ Every lead / phone number is a potential 100k sale
■​ You fight for every lead
■​ Not solid lead: both HO not available + too far ahead
■​ The better result we get, the better result will be
■​ $1.5M in sales
■​ GTECH - do not have Spanish speaker - only if someone else speak english

○​ FUTURE:
■​ Potential bigger bonuses if we continue to do well

○​ Reason for not having a good BA to Seat ratio:

■​ Customer don't remember appt
■​ Too far in advance
■​ Booked a few times already
■​ Sincere send off to SOLIDIFY the MEETING: "I've spoken to a lot of people today
but I really enjoyed our call. I will let me manager know about our call. We really
want to give you the best price so we can win your business. Again, my name is
XX we know things change, but we give you a call a day before your meeting just
in case anything has changed. Expect a call from one from my team"
■​ Sincere send off to increase seat percentage
■​ Don't be afraid to lose the meeting but book solid and get high quality leads
-​ For those leads that don't want to book an appointment without knowing how much per sqft an
ADU is, please refer to the info below, just for you to have an idea. Well, it will still depend on
which area they are located.
“For a newly constructed ADU, the price generally falls between $300 and $450 per
square foot, with larger ADUs costing less per square foot. If you're considering a
2-story ADU or one built above a garage, expect the cost to be on the higher end
of the price-per-square-foot range.”

-​ 3/6 TRAINING
-​ Slow days - but we have to keep solid booking - conversion
-​ Book leads to a closer day (next 3 days) vs a later day (a week)1st 30-day is crucial,
2-3 day they might declined but after they cool down they will be open for the
appointment
-​ One Legger Issues
-​ - It's a big decision, need to have everyone that lives on the home or homeowner
needs to be in the appointment because of the cost discussion, CA/TX Law - we
need to follow - financing application
-​ Best practice is book it in a day where both HOs are available even they though
they are paying in cash
-​ It's difficult to find a company that will cater one legger - we need to follow the
criteria of the company for the appointment
-​ Hired Someone - still offer BA, overcome the objection by asking if they are still open for
quotation/demo - if they haven't started maybe we can still inspect to provide offers
-​ Text Message confirmation, company name/link/website after the appointment - put on
the LC HO needs a website link on the notes when sending
-​ ROOF ADS: rebate for that. ask questions on how old is the roof, the way it works is
there is a new insulated style roof, we can come out, measure and assess damage, $5k
towards the job and difference we can give you a different payment option (monthly
increments)- the rep will share the details on what you qualify for. Roof ads starts at
$199/month - no down payment. IT IS NOT FREE
-​ ⁠ADS THAT HAVE REBATES: depends on measurements and materials to see what
they can qualify for. best person to discuss how much they qualify is with sales rep. ads
are 5k rebate for front yard/backyard work
-​ ⁠HOW TO SELL WORK: we come out and see what you can qualify but any energy
efficient (anything that saves water + power) ie. insulated or reflecting heat also called
cool roof, exterior paint that reflects heat, drought resistant turf.. there's a lot good
programs/incentives, bc of the fires, there are a lot of incentives that you can qualify for.