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Call List Rep Guide
Trinity Solar CT · QC Re-engagement Calls
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Call Playbook

Your job is QC first, re-engagement second.

These are homeowners who showed interest but never met with us. Open as quality control. It's honest, disarming, and gets you past the hang-up reflex. The sales opportunity surfaces naturally if they're receptive.

Phone fundamentals (read this first)

The list and the script come second. How you sound comes first. These are the habits that get reps off the page and actually talking. None of this costs the company a dollar, so practice on real calls early and often.

1
The voiceGet the marbles out
  • Slow down. Most reps talk twice as fast as they think they do.
  • Speak clearly and enunciate. Sit up or stand. Smile, they can hear it.
  • Match their pace first, then gently lead the tempo.
2
Energy and rapportSound like a person
  • Warm, easy, unhurried. You are a neighbor following up, not a telemarketer.
  • Use their name. Listen more than you talk. Take notes while they speak.
  • Your first job is to sell yourself, then Trinity, then the look at savings.
3
Book, do not closeThe phone earns the sit
  • The phone's job is to earn the appointment, not to sell the system.
  • Closing on the phone is rare, and those deals cancel. A confirmed sit is the win.
  • First call is a relationship builder: introduce yourself, listen, offer to send your contact info. Later calls surface the real objection and put a real number on the savings.
4
Honest and concreteSet the bar low
  • Lead with what solar can do, then let the appointment prove it. Roughly one in three homes is a strong fit, so frame the call as finding out whether theirs is one of them.
  • Tie savings to something real they can picture, like a phone bill back in their pocket each month. Never promise to wipe out the bill and never lead with a percentage.
  • If you reach for urgency, make it the cost of waiting on their own bill, not a vague line about rates.
5
Compliance is non-negotiableProtect the brand
  • If anyone says put me on your do not call list, apologize, confirm you will note it, and end the call.
  • Log it as DNC in the tool right away. Never call that number again under any circumstances.
  • Never argue past a firm no. A warm no today can be a yes in six months if you leave it clean.
Calling a Community lead?
Stewardship and Community program leads are warm: they raised their hand through a church, a scouts council, or a local nonprofit they already trust. Those calls open differently. Use the Community Call Guide for those.
Before you dial
Check the card first
Open the card in the Call List tool. Note the lead source (Total Home, door knock, referral), the state (No Show, Cancelled, No Sale), and any previous contact notes. Then click the DL# link to pull up the Direct Lead in Salesforce. That's where the homeowner's phone number lives. Save it in the phone field before you dial.
Lead source changes your opening
Total Home / call center: they often don't remember the call. Lead with "someone from our team reached out about solar for your home."
Door knock: they remember the rep at the door. "One of our reps came by your neighborhood..."
Referral: use the referrer's name if you have it. Instant credibility.
The call, step by step
1
Opening Pattern interrupt

"Hi, is this [Name]? My name is [Your Name]. I'm with Trinity Solar here in Connecticut. I'm actually not calling to sell you anything today. I'm doing some quality control on behalf of our leadership team and I just had a quick question for you. Do you have 60 seconds?"

  • "Quality control" and "60 seconds" are both disarming. Use both.
  • If they hesitate: "It's genuinely quick, just 2-3 questions about your experience with us."
  • If they're busy: "No problem. Is there a better time to reach you?" Log a follow-up date and move on.
2
QC questions Listen, don't defend

"So a while back it looks like someone reached out to you about [solar / roofing / battery storage] for your home. Can you remind me how you first heard about us? Was it through a call, someone who came to your door, or something else?"

  • Follow up: "Did you get a chance to speak with anyone on our team? How was that experience?"
  • If they had a bad experience: "I really appreciate you telling me that. That's exactly why we do these calls."
  • Log everything they say about the setter, call center, or outreach rep. It's coaching intel.
  • Do not be defensive. Listen and acknowledge.
3
The bridge Earn the pivot

"I appreciate that. Honestly, with everything going on with Eversource rates right now, I'd hate for that experience to have gotten in the way of you at least seeing your numbers. It looks like we never actually made it out to your home."

  • Only use this if they were neutral or positive. Skip to exit if they're hostile.
  • Keep it factual and conversational. Don't oversell the bridge.
  • Adjust the reference: "your numbers" works for solar; for roofing use "what your roof assessment would look like."
4
Re-engagement ask Soft and specific

"Would you be open to having me come by for just 20-30 minutes, no pressure, no commitment, just to show you what your home could look like and what your actual savings would be? A lot of homeowners tell us they're glad they at least took the time to see the number."

  • "20-30 minutes" and "just to know the number" lower the perceived stakes.
  • If yes: get a specific day/time and hand off to your setter or book directly.
  • If maybe: "What would make you feel more comfortable?" Surface the real objection.
5
Close or exit Leave the door open

If yes: "Perfect. Let me grab a day and time that works, and I'll confirm it with you directly. What's the best number to reach you at?"

If no: "Completely understand. I really appreciate your time. If anything changes down the road, feel free to reach back out. Take care."

  • Never argue past a firm no. It poisons future attempts and our reputation.
  • A warm no today can be a yes in 6 months. Log it cleanly so it can be revisited.
  • Confirm or update their phone number in the tool before you close out.
Common objections
"I'm not interested."
"Totally fair. Can I just ask what made you decide it wasn't the right fit? It helps us understand what we could do better." Then exit gracefully. Log their reason. It's useful data.
"We rent."
"Got it. That makes sense. Good luck with everything." Log as resolved. Not a prospect.
"We already went solar."
"Oh great, good for you! Did roofing or battery storage ever come up as part of that conversation?" Optional angle, light touch.
"We're moving / selling the house."
"Understood. Actually, solar can add real value to your asking price if you're listing. But no worries either way." Don't push. Log as resolved if they're firm.
"I already told someone no."
"You're right. I'm sorry we weren't able to earn your business at that point. I just wanted to do a quick check-in and make sure we handled everything professionally." Then exit unless they warm up.
"Put me on your Do Not Call list."
Apologize immediately. Confirm you'll note it. End the call. Log as DNC in the tool right away. Do not call again under any circumstances.
Log every call before moving on
QC outcome: Reached, Appointment Set, Voicemail, or No Answer
Notes: what they said, their mood, lead source feedback
Next step: callback time, setter handoff, or "resolved"
Status: update to In Progress, Reached, Resolved, or DNC
Phone: save it from the SF Direct Lead link if not already there
Follow-up date: set one if they asked you to call back later
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