Inside Sales Process Buyer Concerns and Phases

CustomerCentric’s Graph RegardingShifting Buying Concerns

Key: Homeowner behavior varies as the level of buyer concern changes with time

CustomerCentric’s Questioning EtiquetteWhat are some examples of these

statements or questions?

Key: Homeowner trust is built by asking the right questions

FRAMECONFIRM

DIAGNOSE

CustomerConcentric’s Inquiry Etiquette

• FRAMING Questions

• DIAGNOSE Questions / Statements

• CONFIRMATION Questions

• How do you take care of that now, today?

• What’s it going to take to achieve your goal?

• How do you … ? • Today do you find that … ?• Describe or explain that …

• So the reasons you are not achieving your goal currently are … is that right?

• If you had the capabilities we just discussed, could you achieve your objective?

• Phase 1 Solution Development: “I’m just getting started …”

Questions to ask: Just Getting Started

• “What are your motivations?• “Are you familiar with the three criteria to

determine whether your residence is suitable for solar energy?

• “Have you had time to speak with your neighbors or friends about solar energy?”

Key: Homeowners appreciate clear answers and specific direction

Input & Feedback: What are statements you might get to indicate that your homeowner is JUST GETTING STARTED

• Phase 2 Evaluation: “I already have some quotes…”

Questions to ask: Already Received Quotes

• “What can we provide that you haven’t seen already?

• “Are you aware of all of your equipment and financial options available?

• “Would you mind forwarding your existing quotes for a direct comparative analysis?”

Key: Homeowners have better ideaof what they want and next steps need to be communicated.

Input & Feedback: Besides asking your homeowner, what are clues or indicators that your homeowner or property owner has already received several quotes (not just calls from several solar companies)?

• Phase 3 Commitment: “I’ve already signed, and know who I’m going with…”

Questions to ask: Signed & Committed

• “Did you get at least three quotes?• “What is the name of the solar company?• “Did your solar energy broker provide you with

local recommendations?”• Are you familiar with the RGS Energy referral

program?

Key: Homeowners may have signed with competitor and RGS Energy provides short-term numbers, final proposal.

Input & Feedback: This commitment indicates the homeowner will not want to spend much time with us, so if they have signed within 24-48 hours, RGS Energy has provided quotes in a very short time-frame. What’s been your experience?

CustomerCentric’s Solution Development Prompter ®Features Relevant to Conversation

• A major concern expressed by home owners is … whether or not their home is a viable fit for solar … Let me ask you … Have you had your home inspected or assessed for a solar installation?

• Many utility companies … have announced they are looking for approval to increase their rates … Has your utility company … What has been the history of your utility provider? Any planned increases? What impact would a 5, 10 or 15% increase have on your family budget?

Usage Scenarios

Event: Prior to making a commitment to a solar implementation Question: Would you feel more informated and confident if …Player: a RGS staff memberAction: Would conduct an on-site ‘home viability’ assessment, specifically, site orientation, roof area and conditions, and potential sources of shade that could affect the cost and production of your solar system and provide you a detailed written assessment free of charge?

Input & Feedback: What are additional usage scenarios and experience you can add.

Event: When increases are announced by your current utility providerQuestion: Could you prevent your utility bill from increasing if …Player: YOUAction: Could you generate your own electrical power and loci-in at below market rate for the next twenty (20) years?

CustomerCentric’s Solution Development Prompter ®

Features Relevant to Conversation

• Many home owners … see variable increases in consumption based on these seasons and need … Let me ask you … What impact does increased consumption have on your monthly utility, family budget, etc.? What months are your bills highest? Does this have you watching your thermostat? Not using your air conditioning? Monthly bills that you weren’t prepared to pay?

• People are always concerned about cost … have you given any thought as to how you would like to purchase your system? Are you looking for an investment; service agreement such as a lease, or simply purchase power less expensively?

Usage Scenarios

Event: When your electrical consumption changes or increases …Question: would be less expensive if …Player: YOUAction: Could replace your vairable monthly electrical bill with a pre-determined, below market, fixed rate monthly utility bill?

Event: When purchasing your residential solar system …Question: would be more cost effective to you and your family if,Player: YOUAction: could enter into a low cost, long term lease, that would minimize your out of pocket expense, while locking in electrical rates well below what you are paying now?