You are not selling solar

You are selling a 45-minute remote video call with Ryan on Microsoft Teams. Nothing else. The moment you start explaining inverters, quoting prices for their house, or answering deep technical questions, you have stopped setting and started closing badly — and you will lose the booking.

Your job doesn't end when they say yes

The role ends when the customer actually sits the call, not when the appointment is booked. We handle much of the follow-up through automated confirmations and reminders, but it is still important to make sure each appointment goes ahead. If a customer replies with questions or concerns, these need to be handled promptly — by you, or by Ryan when he is available.

Nobody expects every lead to be a booking. Plenty of them won't be, and saying so honestly is a good day's work — it saves Ryan a slot and it saves the customer an evening. What you're aiming for is appointments you'd be happy to sit in on yourself.

This process already exists and already works. You are being inserted at one specific point in it — between the lead landing and Ryan picking it up.

Never dial cold off a name. Ninety seconds looking at the roof is what tells you whether this lead is worth Ryan’s time — and it is what makes you sound like the company they enquired with rather than a call centre.

What you are looking for

Three things, that’s it. They are what take roof space away. One on its own is often fine; two or three together usually isn’t.

The decision — book it, or ask Ryan first

If you can’t work out which house is theirs

Different problem, opposite answer. A dormer is something you can see, so you ask Ryan before you dial. Not being able to identify the property is something you can only solve by talking to them — so don’t sit on it. Ring them.

This will be rare — most addresses resolve in seconds. And it gets rarer: after a few weeks you’ll know which questions pull the right detail out of someone, and you’ll stop needing to ask.

The roof check — post it like this

Say what you can see, say what you think, and ask a straight question. Ryan can answer that in ten seconds from his phone.

Nine steps, in this order. Learn the shape, not the words — a script read word-for-word sounds like a script. The bold lines are the ones that must happen; everything else is yours to say in your own voice.

Step 1 — Open 30 seconds

Pin the timing to when the lead actually landed

Check the timestamp in GoHighLevel before you dial and use the words that match it. Vague is fine; wrong is not.

If someone else answers

Never explain the whole thing to whoever picked up, and never leave the pitch as a message. Name, company, one line on why. If they’re out, ask when they’re back and ring then — don’t rely on a callback.

Once they say they’re free — set the call up

Say who you are again if you’ve been passed to a different person, explain what this call is and what comes next, and ask for the okay to carry on. Ten seconds, and it does a lot of work — they don’t yet know what they’ve picked up to.

On the title: introduce Ryan as our remote energy technical assessor. It’s accurate and it sets the right expectation — a technical assessment, not a sales visit. After the first mention just call him Ryan.

Then the recording line — say it on every call

Once they’ve said yes to all that and before you ask them anything, disclose the recording. One sentence, said briskly and moved straight past. Don’t explain it or apologise for it — the moment you start justifying it, it sounds like there’s something to justify.

Step 2 — Confirm the enquiry details 60 seconds

You already hold nearly all of this from the form. Read it back and have them confirm it — don't ask them to recite it. It's quicker, it sounds organised, and it catches the typos that would otherwise stop every automated message reaching them.

Fix anything that's wrong in GoHighLevel while you're still on the phone, not afterwards. And whatever they say about the type of install goes in the handover — it tells Ryan where to start.

Are you the homeowner?

Polite, quick, no hard sell on the landlord idea. Then mark it in GoHighLevel and move on.

Fill the window with slots you can actually offer — look at Ryan’s diary and name a real range for today or tomorrow, not a vague “when are they about?”. Naming a window gets you a yes or a no; asking openly gets you “I’ll have to check with them”.

This is common and it is not a dead lead — they enquired because they want it, they just aren’t the name on the deeds. Anyone who owns the property can make the decision, so your job is simply to get that person onto the call alongside them.

Sole owner or joint?

Sole owner doesn't always mean sole decision-maker. Plenty of people own the house in their own name but wouldn't sign anything without their partner hearing it too. That one follow-up question saves a “I'll need to run it past her” landing on Ryan forty minutes into the call. If there is someone, take their email as well.

Step 3 — Confirm the roof 60 seconds

You looked at this on Google Earth before you dialled, and Ryan settled anything doubtful. All you are doing now is confirming the house you were looking at is actually theirs. They haven't sent you anything yet, so your description is the only check there is.

That's the job done. It also happens to be the strongest thing you say all call: it proves you've done real work on their house before they picked up, and it turns a sales call into two people looking at the same thing.

Don't stall and don't guess. They live there. Most people describe their own roof perfectly well once you ask a direct question.

Ask about them by name. “Anything on your roof?” gets you “no” from someone with two dormers, because they don't think of dormers as being on the roof.

Getting a screenshot — and what to do when you can't

Ask for one, and take whichever route is easiest for them. WhatsApp or email — those are the only two options you offer.

Step 4 — Confirm the annual electricity usage 45 seconds

The one number the whole proposal is built on — it sets the system size, the battery size, the savings and the payback.

Get them to confirm the email landed. It takes five seconds and it does two jobs — it proves the address you've got is right, before seven automated messages go out to it, and it gives them a real person to reply to.

Where they'll find it: on an annual statement, or a recent bill under “units used” or “kWh”. Most suppliers also show it in the app. If they're on the phone at home, it's worth them looking while you talk — it takes a minute and it makes Ryan's call far better.

Step 5 — Why they enquired 60 seconds

One question, then listen. This is where the call becomes a conversation, and whatever they tell you here is what Ryan will sell on. The rest of the qualifying happens at Step 6.

You'll often already know. The Facebook form asks this, so check what they've put before you dial. Ask anyway — people say more out loud than they type — but if their answer matches the form, that's a good sign they meant it. If it differs, go with what they tell you on the phone.

Whatever they say, agree with it — in one line

Give it a nod, make them feel understood, and move straight on to the next question. Do not start selling the thing they just named. That's Ryan's 45 minutes, not your 60 seconds — and a setter who launches into a pitch here loses control of the call.

Step 6 — The last three questions 60 seconds

Details confirmed, so finish qualifying before you go anywhere near the diary. These three tell Ryan whether the appointment is worth his 45 minutes, and what he is walking into.

Timeframe and intent

Use their own reason back at them here. It makes the question feel like a natural conclusion rather than a test.

Have you had any other quotes?

Ask this on every call. It tells Ryan what he’s up against, and if you can get hold of what they’ve been sent it saves him an enormous amount of guesswork.

How are they expecting to pay?

Ask it every time. It is the difference between a real appointment and forty-five minutes of Ryan's day spent with someone who was never going to buy. Ask it neutrally — you're finding out what's in their head, not steering them.

Never raise funding yourself — the question above doesn’t mention it, deliberately. You only ever answer it if they bring it up.

Step 7 — Transition 30 seconds

Three short beats: what the call is, what they get out of it, why it’s cheaper done this way. Keep it tight — this is not the pitch, it is the reason to take a slot.

If they baulk at the length

Expect this — 45 minutes is a real ask. Don’t shorten the call to win the booking; justify it, then go straight back to the slots.

Step 8 — Book it 30 seconds

Two options, both close. Today first, tomorrow second, and nothing beyond that. Never ask “when are you free?” — you’ll get “next week sometime”, and next week never happens.

Step 9 — Lock it in 60 seconds

The booking is not done when they say yes. It’s done when it is in the CRM and they have said the day and time back to you. Do that while they are still on the phone — everything after that happens on its own.

Before you let them go

A reminder, not a fresh ask — you covered both earlier. Keep it light; nobody wants a homework list at the end of a phone call.

If they don't qualify — end it well

A clean, honest no is worth something. Say why, be straight, leave the door open. This is exactly how the rest of Eco2u sells and it's why people come back.

A booking only counts — and only pays — if it clears this gate. Learn it cold.

Hard stops — do not book

Four of these, and only four. Everything else that looks like a problem is a question, not a rejection.

Not stops — these go to Ryan

If the roof needs replacing — that’s an opportunity, not a no

This used to lose us the lead. It shouldn’t. Eco2u can look at doing the roof as well as the solar, so a tired roof becomes a bigger job rather than a dead one. Don’t promise it and don’t price it — raise it as something we can look at, and put it to Ryan and Les.

Checking the roof — twice

You check it once on Google Earth before you dial, and once out of their mouth on the call. If the two disagree, believe Google Earth and ask again — people forget a dormer at the back, or describe a skylight as a window.

What “able to pay” actually means

You are not credit-checking anybody and you must never ask about their income, their savings or their debts. You're doing something much simpler: checking that they know it's a paid install, they've got a real reason to want it, and they're not waiting on a grant. That's the whole test.

Setter objections are not closer objections. Yours are nearly all versions of “why should I give you my time?”. Answer in two sentences, then go straight back to the two time slots. Never answer an objection and then wait — always re-ask.

1. “How much is it?” never answer this

Don’t dodge it either — that’s what makes people think they’re being set up. Agree that they should get a price, then explain that getting them one is the entire point of this call.

And there is a way to get a price before the call

This is the strongest card in the whole script, and it turns a price question into the assets you wanted anyway.

2. “Just email me a price.” say yes — with conditions

Don’t refuse this and don’t fob them off. We can email a price — we just can’t do it out of thin air. Say yes, then set out exactly what you need from them to make it happen.

3. “Is this the free one? Isn't there a government grant?” most common

Answer it straight away, then move them onto the thing that is available. Don't leave them hoping. Never raise funding yourself — only ever answer it.

Then find out what's behind it, for the handover: “Can I ask — is it that buying outright isn't something you'd be looking at, or is it more that you'd rather not put the whole lot down at once?” Those are two very different customers and Ryan needs to know which one he's got.

4. “I'm not interested.” the most common brush-off

Nine times in ten this is a reflex, fired before they've registered who you are — they think you're a cold caller. Don't argue and don't sell. Be completely relaxed about it, then work out what's actually changed. They filled a form in for a reason; something happened between then and now, and you want to know what.

Ask them softly and one at a time — don't fire all three at once. “What's changed since then?” is the one that does the work: it's a fair question, it isn't pushy, and it nearly always gets a real answer.

5. “I'm not good with computers” / “I haven't got a computer.” common — it's a video call

You'll get this a lot and it's the one objection that can genuinely cost you the booking. Make it sound like nothing, because it is. Walk them through the actual steps — vague reassurance doesn't help, four concrete clicks do.

6. “I'm at work / I'm driving / now's not good.”

Give them the choice, and make both options easy. What you must not do is hang up with nothing — you leave this call with either a booking or a time.

7. “I've had about fifteen calls about this.”

They're not annoyed at you, they're annoyed at the volume — and they've usually no idea which company is which by now. Don't get defensive and don't have a go at whoever else has rung them. Just re-establish who you are, that they came to us, and what this call is actually for.

8. “Where are you calling from? You don't sound local.”

Short and matter-of-fact. Answer it, explain the set-up in two lines, carry on.

9. “Can I pay monthly? Do you do finance? Is it 0%?”

Yes — and it's a good question to get, because it usually means they want it. Answer the headline, then hand the detail straight over.

Flag “asked about finance” in the handover so Ryan opens with it.

10. “I'll need to speak to my husband / wife / partner.”

This isn't an objection, it's a gift — it tells you who else has to be on the call. Never let them become the messenger.

11. “Send me some information first.” say yes

Perfectly reasonable request — they don't know us yet. Say yes straight away, sort out where to send it, then offer them the thing they actually want.

No WhatsApp? Take their email instead and read it back. Don't skip that — if it's going anywhere, it needs to arrive.

12. “I'm only at the looking stage.”

Agree with them, take all the pressure off, then give them something useful to look at. Someone at the looking stage still wants numbers — they just don't want a sales call.

If they're genuinely years away, don't burn one of Ryan's slots. Mark them for nurture in GoHighLevel and say you'll check back — it re-surfaces automatically.

13. “Your advert said £[X] — is that the price?”

Never contradict our own advert and never sound apologetic about it. Confirm it, explain what varies, then open up the range.

Those two questions do a lot of work. They move the call off the advert's number and onto what they actually want, they tell Ryan what they've been researching, and they usually reveal how serious someone is. Whatever they say, put it in the handover.

• Today first, tomorrow second. Offer two slots, today's one first. Same-day appointments show up dramatically more often than next-week ones — the enquiry is still fresh in their head.
• Never past tomorrow without asking Ryan in the group chat. Day three onwards, show rates fall off a cliff.
• Two hours' notice minimum. Ryan needs time to read the handover and prep. Don't book something for twenty minutes' time.
• Book it live, on the call. Into Ryan's GoHighLevel calendar while they're on the phone. Never “I'll send you a link” — links get ignored and the booking evaporates.
• Both decision-makers, or don't book. If the partner can't make either slot, find one they both can.
• Confirm the invite landed before you hang up. “Can you see it? Grand.”
• One slot per household. Don't hold two.
• Respect the diary. Ryan's available hours are his to set. If it's not open in the calendar, it isn't available — ask in the chat instead of squeezing it in.

The six things every booking must carry

If any of these is missing, the appointment isn't finished and it doesn't count.

Do this immediately, before the next dial. A booking that isn't written up properly is a booking Ryan walks into blind.

What the CRM sends for you

You don’t write or send this — the automation does, on WhatsApp, SMS and email. Know what it says, because they will refer to it.

Group-chat handover card — copy this shape exactly

Post one for every single appointment you book. Everything you learned on the phone goes in it, plus anything you weren’t sure about. Two reasons: Ryan walks into the call already knowing the customer, and he gets the chance to put you right before it costs anything — which is most of how you'll learn this job.

Most leads are lost to under-calling, not to rejection. One attempt and a shrug is how a £9,500 job dies. Six touches over five days, at different times of day, is the standard.

Getting them to turn up — what happens automatically

You do not chase the show. The CRM does it, on all three channels, from the moment you book:

Replies from customers

The automations go out on their own, but the replies come back to a person — and that person is you. A question left sitting for a day is a customer who has gone off the idea by the time the call comes round.

• Answer anything you can, quickly. Timing, what to expect, how to join, who Ryan is, whether anyone is coming to the house.
• Anything technical or about price, hand to Ryan — post it in the group chat and tell the customer he'll pick it up. Don't guess and don't stall on it.
• If Ryan isn't about, reply anyway so they aren't left hanging: “good question — Ryan's the best person for that and he'll cover it on your call, or I'll get an answer back to you before then.”
• Check WhatsApp and the inbox between call blocks, not just at the end of the day.

Reschedules

Tell every customer how to move an appointment, and make it easy. Someone who reschedules is still a live lead; someone who felt awkward about cancelling just doesn’t turn up and you never hear from them again.

• Same rules apply to the new slot — today or tomorrow wherever you can, and both decision-makers on it.
• Do it while you’ve got them, if they ring or message. Never “I’ll find you a time and come back” — agree the new one there and then.
• Post it in the group chat so Ryan’s diary is clear, and say why it moved.
• Be genuinely relaxed about it. “No problem at all, when suits you better?” costs nothing and keeps a good lead alive.

One WhatsApp group. It is the whole management system — there are no reports, no dashboards to fill in and no weekly essay. If it's in the chat, it happened.

End-of-day line — keep it this short

Ammunition, not a script. Drop one of these when someone needs a reason to care — never recite a list. If you find yourself using three in a row, you have stopped setting and started selling.

Why solar at all

• You generate a chunk of your own electricity instead of buying every unit from a supplier.
• You get paid for what you export back to the grid.
• Your bill stops being entirely somebody else's decision.
• Everything's heading electric — cars, heating — so making your own matters more each year, not less.
• If you've got an EV or you're thinking about one, you can charge it off your own roof.
• It's a fixed, known cost now against an energy price nobody can predict.
• Worth thinking about before you retire, when the bills carry on but the income changes.
• It's cleaner energy, generated where it's used.

Why Eco2u rather than anyone else

Lifted from Eco2u’s own proposal and About Us wording, so these are safe to say as written. Use one — whichever answers what they just asked.

• Installers first, not a sales company. Everything we quote, we install — our own MCS-certified teams, no subcontractors, no middlemen. One team responsible from design through to aftercare.
• Direct access to the people doing the work. Every customer gets a WhatsApp group with our Installation Manager and Lead Technician throughout — not a call centre.
• Experience across every kind of property. Family homes, churches, council housing, care homes, working farms, and commercial projects up to 300kW. Your house gets the same teams and the same standards as the biggest jobs.
• Certified, and the paperwork handled. MCS certified through NAPIT and HIES registered — both checkable, and we’d rather you did check. We handle the DNO application, G98/G99, MCS certification and Building Control, and you get a full handover pack.
• Better buying power, better value. Years in renewable energy and established supplier relationships mean we get premium equipment at rates most can’t — and those savings go straight to you.
• Looked after long after the scaffolding comes down. We show you how to actually run it and we’re there when you need us. Every install includes a 24-month inspection as standard — most companies won’t commit to coming back at all.
• No survey in 99% of cases. An upfront quotation on a video call, off photos or screenshots — nobody in your front room for two hours. It keeps overheads down and it’s a big part of why the price is what it is. Complex properties are the exception, and the assessor flags those on the call.

The brands — if they ask

Objection 13 has you asking whether they’ve looked into different brands, so know the list. You are naming them, not ranking them.

Reference, if they want to check us: MCS via NAPIT NAP-82979 · HIES E2U/A/1850 · Eco2u NW Ltd, Company No. 16742867 · Unit 2B, Parker Lane, Preston PR4 4JX. Encourage them to look — it’s the strongest thing about us.

These are not style preferences. Each one is either a legal problem for Eco2u or the thing that kills a deal outright. They match the rules the rest of the sales floor already runs on.

• On finance, “we have 0% APR available” is the whole of what you may say. No monthly figures, no terms, no rates for their job, no view on whether they'd be accepted, and never point them at their own bank. The technical assessor takes it from there. legal
• Never say it's free, grant-funded or government-backed. It isn't, and saying so poisons the appointment. legal
• Never invent a deadline or a discount. No “this price is only until Friday” unless it's a real, dated offer someone can point at. A fake time-limited offer is a banned practice under consumer protection law. legal
• Never promise a saving figure. Not “you'll save 70%”, not “it pays for itself in six years”. Ryan gives numbers, from a design. legal
• Never give a price of any kind. No quote, no ballpark, no range, no “from” figure. Redirect to the call, or offer the pre-call proposal in exchange for the roof screenshot and the usage figure.
• Never invent a number for installs done. The approved wording is “many domestic installations, alongside commercial projects up to 300kW” — that, and nothing more precise. Don't attach a figure you can't evidence. legal
• Never slag off a competitor, and never talk about their finances or their reviews.
• Never call outside 8am–8pm UK, and never call a Do Not Contact. legal
• Only book what you'd be happy for Ryan to sit. An appointment that doesn't qualify won't pay, and it takes a slot a real customer needed.
• Never guess an answer on a call. “Good question — I'll get Ryan to cover that properly on the call” is always available, always fine, and always better.