Right Time Script – Jan, 2022

Door to Table

- Introduce yourself
- Offer sincere compliment “you have a lovely home”
- Ask – “Is it ok where I parked my car?”
- Put on your floor savers
- If customer says, you don’t need to put on booties. HCA says “I know you would do it for me in
my home”
- Credibility Statement “I have helped hundreds of homeowners, just like yourselves”
- Ask – “is there somewhere we could sit”
- Avoid going to furnace right away
- Get to table and use FORM to build rapport. Minimum 30 questions and 20 minutes
- Ask “How did you hear about us?”
- Ask “What were the reasons you invited me into your home today?”

Only start Purpose once rapport is established

Purpose

Note – HCA to point their pen to the money at bottom of page

Opening – Bob and Betty, thanks again for inviting me into your home today, our visit will be 60 to 90
minutes depending how many questions you have. Does that work for you? Did you have anywhere to
go?

1. Measure home - I will need to measure your home and would like your help with that. Sound
fair?
2. Today – We will review your current system, design a new system and provide you all the facts
and figures to help you make your decision today.
3. Upfront Agreement– Our visit will end one of three ways. First, you may say no. Please feel free
at anytime to say no. Second, I may say no to you. I know that sounds funny, but if you ask us
to do something against code or unsafe I will politely let you know.

Tiedown - Third, and most of the time, we find a good fit and move forward with installation, sound
fair?

1
Five Factors

Opening - Folks, there are five factors that will influence your decision today.
1. First is size, we need to measure to get the right sized system for your home.
2. Second is code and safety, we want your family and our team members to be safe in your home
3. Thirdly is performance and comfort. When you chose your *make of car* what options did you pick? 
And the more options you chose, what happened to the level of investment? 
This is like your home comfort system, you get to choose the options you want.
4. Investment - “You get to choose how you invest in your new home comfort system. We offer one
time investments or low monthly investments. Most homeowners, like yourselves, prefer to invest
monthly”
Tiedown - Lastly, wouldn’t you agree there are different types of people in the world? You get to choose
the people who you invite into your family’s home.  And in your opinion, isn’t that is the most important
choice?

Home Comfort Survey

Ask all the questions on the Home Comfort Survey. Each question should have at least three follow up
questions to better understand customers’ needs. Examples of follow up questions are in the HCA
workbook.

Home Comfort Survey – Monthly Investment Update

Question 16 is now “Most homeowners are choosing to invest monthly, what is the monthly number
that works for your family?”

Heat Loss calculation

Follow instructions in HCA workbook

Show and Tell in Basement

Here are some potential issues to identify to customer:

1. Filter
2. Blower
3. Heat exchanger
4. Coil
5. Humidifier
6. Ductwork – return air
7. Line sets
8. Vent pipes
9. Rust stains
10. Electrical panel
11. Water heater
12. HRV
13. Condenser

2
First Call from table

Hi *GM*, we are sitting here with Bob and Betty, great folks. We just measured their home and they
require a RT20 system. Would we have this size available? What levels do we have available still?

Optimum and Premier, ok great.

I don’t know the direction they are heading yet. Can you put their names on it while I am here visiting?

Real Cost

Opening – Folks, when you drove your *make of car* off the lot was that the last dollar you put into it?

No, you had things like gas, repairs, oil changes and maintenance. Much like your car, the real cost of
your new home comfort system depends on the fuel it uses, its efficiency and most importantly
installation.

70% of how well your system operates depends on installation. Three common things that lower
performance and life expectancy are;

1. Over or under sized equipment – Your system will not keep you comfortable and it will cost
more to operate
2. Improperly sized refrigerant lines – The lifespan of your system will be shortened and you may
have premature repair costs
3. Leaky ductwork – You will not enjoy your whole home if your ductwork is compromised

And, of course you have maintenance.

Tiedown - So wouldn’t you agree that installation is the most important part of your new system?

Right Time

Opening - Folks, what have you heard about *legacy name*?

When you called in, do you remember who you spoke with?

1. All of our calls are answered locally. Most homeowners like not having to press buttons to
speak to someone and prefer having their calls answered locally.
2. We also provide true 24 hour service, not just emergency service. If you call us at 2am, we will
have someone at your home.
3. Lastly, remember when we agreed people are the most important choice. Our people go
through 150 hours of training per year and are all criminally background checked. We believe in
second chances, just not in your home.

Tiedown – With *legacy name* being a local, Canadian operated company who provides true 24 hour
service is there any reason why you wouldn’t consider working with us?

3
Indoor Air Quality

Opening – Folks, do you ever get any dust in your home?

Indoor air is up to 7 times dirtier than outdoors.

There are 3 types of pollutants

1. Particles – Dust floating in the sunlight and landing on surfaces around your home.
2. Biological – Viruses and bacteria are continually circulated with most systems. When someone is
sick in the home, it gets everyone sick.
3. Gas phase – This is the chemical smell from under your sink. Prolonged exposure can eventually
lead to respiratory issues.

Tiedown – Which of these would you like to remove from your home’s air?

Installation

Opening – Remember we agreed that installation was the most important day in the life of your new
home comfort system. Here are a few good pictures of bad things.

1. Improperly Installed Coil – This family is losing 25% of their air conditioning since the coil is
oversized
2. Refrigeration Lines through Window – Unfortunately, this customer is no longer able to use
window because installers did not have the right drill to drill through brick
3. Leaking Combustibles - This is releasing exhaust or Carbon Monoxide into this family’s home.

Would you want any of these with your new installation?

At *legacy name*, we use a 4 step Energy Star installation. The 4 steps are:

1. Accurately sized equipment – This will maximize your family’s comfort with the lowest cost of
operation
2. Matching components – You home comfort system will likely achieve its full life span
3. HRAI certified installers – Our team will install your system safely and professionally
4. Customized calibration- We will setup your system to accommodate your ductwork and correct
ductwork issues so you can enjoy your whole home

Tiedown – This guarantees your system will be energy efficient, reliable and provide your family
comfort. Would you settle for anything less than a 4 Step Energy Star installation?

4
System Design

Opening – Bob and Betty, what is the temperature on the coldest day of the year?

What is the average temperature usually in the winter?

When designing your system there are three options. We will use a chart to show the differences. On
the bottom is outdoor temperature and along the side is power. (On horizontal line HCA draws 0,-10 and
-20. On the vertical line, HCA draws 30%,60% 100% power)

1. First is a basic system. It only operates at 100% power (Draw straight line across at 100% on
power line). This system gives you the blanket on, blanket off effect where the temperature
goes up and down. It is 95% efficient and comes with a 10 year parts and 1 year labour
warranty. This system includes a 13 Seer Air Conditioner. It has a 10 to 15 year life span.
2. Second is our premier system. It is a dual flame system, it operates at 60 or 100% power.
(draw a horizontal line from mid power line, then stepped second horizontal line to just under
basic system line) It provides 2 levels of heat. This provides a more even temperature. It is
96% efficient with an Energy Star motor. The premier has a 10 year parts and 10 year labour
warranty. This includes a 17 Seer Air Conditioner. As well as our 100% customer satisfaction
guarantee. This system has a 20 to 25 year lifespan.
3. Third is our optimum system. Its heating curve matches your home’s temperature to provide
quiet, even heat. (draw 45 degree line from intersect point of power and temperature line to
openside of chart meeting the basic line) It is 98.7% efficient with an Energy Star motor. This
system includes a 16 Seer, 2 step Air Conditioner. It has a 10 year parts and 10 year labour. As
well as our 100% customer satisfaction guarantee. This system has a 25 year plus life span. It
also has the best Air Cleaning system for your home.

The investment amount for basic runs between 8-10, premier between 11-15 and optimum between 16-
20.

Tiedown – Which option is the best for your family?

SOFT CLOSE

So Bob and Betty, you like the *chosen system*, you want a 4 step energy star installation, you like
*legacy name*, heck do you even like me?

Is there any reason other than money that we couldn’t move forward today?

OBJECTION HANDLING (see workbook)

Make sure the only concern left is money before you proceed.

5
Package Positioning

Opening – I wouldn’t be doing my job if I didn’t show you all your options

1. Show Optimum package –

HCA says “Bob, ignore the money and let’s just look at the value of the system”
Tie all items to the customers hot buttons - Speak to 4 step Energy Star install, Our Guarantees,
Plus Items, Indoor Air Quality, Heating System Benefits and Cooling System Benefits.
Show individual pricing, then package price. Would you like me to show you the promotions?
(If customer responds “yes” continue to create value for optimum. If customer responds “no”
move to premier package)
2. HCA says “Most homeowners, choose the premier and find it’s the best value.” The Premier
includes (state all benefits of the Premier tying back to their hot buttons). Would you like me to
show you the promotions? (overcome customer concern and encourage a Premier decision
based on customer’s needs)
3. (if needed) And lastly Basic…

Example of Pricing breakdown for Premier

Customers need to clearly understand the total amount of money saved by making a system decision
today. Customer will save money both through package pricing and the current promotions. Always
take your time when explaining the numbers below to ensure customer understands every offer
presented.

Furnace 6700

Air Conditioner 6800

Total 13500

System Savings (750)

Package 12750

Promotions

Off season Appliance (500)

System (500)

Total Savings (1750)

Investment 11750

Tiedown – When would you like your system installed?

6
2nd Call from the Table

Hi *GM*, I am just calling back. Bob and Betty and I have been discussing their options. They like the
*preferred package*(speak to at least 3 benefits customer wanted from new system). We started at
$13500 with $2250 in savings. We are at $11750. There are saving $750 for getting a complete system
and an additional promotion of $500 for the system and $500 for an off season AC . This bring you down
to $11,750. They are ready to make a decision today and will take our next available install, as long as
we can do better on the amount. They are asking for $11,000 and they would proceed today.

*GM* offers next day installation promotion of $500

HCA - Bob and Betty, if you are willing to take our next install spot tomorrow, we can give you another
$500 off. (Sit quietly until customer responds)

If you followed the entire sales process, built great rapport and customized your conversation to
customer’s hot buttons, you will hear “Yes” at the conclusion of your presentation. If customer says
“no” you need to refine your presentation as you have missed something during your time with the
customer.