3. CustomerCentric’s Questioning Etiquette
What are some examples of these
statements or questions?
Key: Homeowner trust is built by
asking the right questions
FRAME
CONFIRM
DIAGNOSE
4. 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?
5. • Phase 1 Solution Development:
“I’m just getting started …”
6. 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
7. • Phase 2 Evaluation:
“I already have some quotes…”
8. 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 idea
of 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)?
9. • Phase 3 Commitment:
“I’ve already signed, and know who I’m going with…”
10. 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?
11. 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 member
Action: 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
provider
Question: Could you prevent your utility bill from increasing if …
Player: YOU
Action: Could you generate your own electrical power and loci-in at
below market rate for the next twenty (20) years?
12. 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: YOU
Action: 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: YOU
Action: 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?
