It is mandatory for each agent to memorize this script before getting on the dialer.
Memorize it word for word exactly how it is. Do not worry about memorizing the
rebuttals yet. In the beginning everyone must follow the script, no exceptions.
All calls made from the dialer are recorded and we listen to them all before
sending a lead out. Even if you think it doesn't sound right or
you think you know something better,
its mandatory that you stick to this script for at least the first week.
Roof Appointment Hail Script
Hello, is that (customer first name only)? Hi (customer first name) this is (agent name) with
(Roofing Company). The reason for the call is I’m going to be down off
(customer street name) all day tomorrow working with a bunch of your neighbors doing
FREE roof inspections after the hail storms we’ve had this past year.
I wanted to reach out to you and see if anyone’s actually jumped up on your roof and took a look
at it?
(Wait for customer to answer yes or no) ((see rebuttals down below))
Customer says “no” or “We’re good” or anything along those lines…… You answer
Ok well the reason we’re doing them for free is because the hail damage is not visible from the
street you actually have to get up on the roof to see it. Hail causes bruising which may not leak
for 3-5 years or more, but the problem with that is, you only have a small window of time to
report it to your insurance company otherwise when it does leak down the road they will say it
was due to your negligence for not reporting it.
So we jump up there for 5-10 minutes and if you have the same damage that many of your
neighbors have, we will take video and pictures for you and leave you with the information on
how we can help.
Do you prefer mornings, afternoons or evenings?
(wait for their answer)
“Great, I have an 8am, 9am or 10am available, which one works best for you?” If a
customer says evening….. “Great, I have a 4pm and a 5pm available. Which one do you
prefer?” Never ask a yes or no question…. Always ask a Yes or Yes question… like “do you
prefer 9am, 2pm or 5pm”... ect)
Qualifying Questions
(Once you set the appointment time).
“Ok great i got you down for (appointment time). Now, real quick…
- Do you happen to know the age of the roof?
- What type of roof do you have? Asphalt shingle, metal, ect.
- Do you happen to know who your insurance company is? (if not, no big deal)
“Ok awesome i have everything i need. You enjoy the rest of your day/evening and i look
forward to seeing you tomorrow at (appointment time)
Always make it sound like you’re the one doing the inspection!!
Rebuttals
Customer - “We’re good” or “Our roof is fine”
(if customer still feels this way, we need to educate them and go into this full explanation)
Agent - “I gotcha. The reason we’re doing the inspections for free is because the
damage is not visible from the ground. The hail leaves bruises in the shingles which will
not leak right away, but eventually the bruises eat a hole all the way through the shingles
to the decking. Even though that won't happen until 3-5 years from now, if you do have
damage you only have a small window of time to report it to your insurance otherwise
they won't cover the roof due to your negligence. I’ve seen this happen so many times
you would be shocked…. It’s actually in the fine print of every insurance contract, that
the homeowner is responsible for immediately reporting acts of mother nature that
cause damage to the home.
***If they’re still hesitating, ask them this, “I’m sure if you had damage you’d want to
know about it right?***
To give you a piece of mind, we jump up there and inspect it for free. If we find damage
we will take pictures and video for you and leave you with the information on how we can
help. If I don't find damage I will leave you with my business card and you can always
count on us for an honest opinion in the future in case you ever get hit by a hail storm
again.
(immediately go back to your closing question. “ Do you prefer morning, afternoon or
evening?.... I have a 3pm, 4pm or 5pm…. Which one works best for you?”
Customer - “My insurance has since been canceled”
Agent - “As long as your insurance was valid at the time of the storm, they are still
responsible for replacing it because you were under contract at the time of storm. No need to
worry, this is what I specialize in” (do you prefer 9am, 10am, or 5pm?)
Customer - “We just moved in recently. The storm happened
when the previous homeowner lived here”
Agent - Then i have really good news for you. The previous homeowners insurance
company is still obligated to replace the roof because it was insured with them at the time of the
storm. If I find damage, you will literally get a free roof!!! Do you prefer 11am, 4pm or 5pm?
Customer - “I don't want my insurance rates to go up.”
Agent - I totally understand. That's a very common misconception. It is actually against the
law for insurance companies to raise your rates due to an act of mother nature. What actually
happens is if enough people in your zone get their roofs replaced after the storm, everyone in
the entire zone gets their rates raised whether you get your roof replaced or not. So far I can tell
you we’ve replaced a bunch of roofs and have several more on the books. Once people realize
they actually do have damage that they weren't aware of, this whole zone is most likely going to
be raised if it hasn't already.
Nothing to worry about in that department, but great question. Do you prefer 4 or 5pm?
DONT FORGET TO ASK QUALIFYING QUESTIONS!!!!!!