Eco2u NW · Appointment Setter

The Role-Play Pack

Twelve scenarios drawn from the objections these calls actually produce, a six-line scorecard, and when to run which — in the interview, in training week, and every week after.

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How to run these

Twelve scenarios. Four in the interview and training week, the rest weekly forever — role-playing is not an onboarding exercise you finish, it's the maintenance.

You play the homeowner. Ryan plays the homeowner where he can — he knows how these people actually talk, and it doubles as his own practice.
Stay in character. No coaching mid-call. Let them fail all the way to the end — the recovery is the bit worth watching.
Record every one. Play back the 30 seconds that mattered rather than describing it.
Score it, out loud, immediately — six lines below, out of 5 each.
One correction per round, then run it again. Three notes at once and nothing changes; one note and a re-run changes the habit.
Weekly, in the group chat slot. Two scenarios, ten minutes. Rotate through the twelve.

The scorecard

Scored on	/5	A 5 looks like
Opener	5	Name, company, why they're calling, permission — inside 15 seconds, and warm with it.
Listening	5	Asked why they enquired and then stopped talking. Used their words back later.
Qualification	5	All 8 questions covered, conversationally, including the grant question.
Control	5	Answered the objection in two sentences and went straight back to the two slots. Every time.
The booking	5	Two slots offered, today first. Invite confirmed live. Assets asked for. “Ryan blocks that out for you” said.
Compliance	5	No price for their house, no finance, no grant, no invented deadline, no saving promised, honest about where they are.

Compliance is a gate, not a score. Anything below 4 there is a fail regardless of the total — run it again the same day. 24+/30 is ready for live leads. Under 18 means back to the script, not more calls.

The twelve scenarios

1 — The easy one start here

Persona: Sarah, 44, semi in Preston, south-facing rear roof, no dormers, bill £180/mo, just got an EV. Warm and chatty. Says yes to everything.

“Oh yes, hi — yeah I filled that in the other day. We've just got an electric car and the bills are mad.”

The trap: it's too easy. Most people relax, skip half the qualification, and start talking about panels.

Pass: all 8 questions asked anyway — including the grant question — booked for today, all six fields captured, assets requested. Fail: booked in three minutes with no roof check, or started explaining batteries.

2 — “Just tell me how much”

Persona: Dave, 51, blunt, wants a number in the first ten seconds and keeps coming back to it.

“Right, before anything else — how much? Just give me a rough figure.”

The trap: either dodging (“it depends”) or caving and giving him a figure. There is no number the setter may say.

Pass: agrees he should have a price, says that's what the call is for, offers the pre-call proposal in exchange for a roof screenshot and his annual usage, then goes back to two slots. Fail: gives him any number at all — or dodges with “it depends on a lot of factors”, and Dave hangs up.

3 — The grant hunter use this one in interviews

Persona: Margaret, 68, absolutely certain there's a government scheme. Her neighbour got something free.

“This is the government one though isn't it? My neighbour got hers done and didn't pay a penny.”

The trap: fudging it to save the booking. “There are some schemes, Ryan can go through them” — and now Ryan has a furious pensioner.

Pass: tells her straight that the scheme has finished for solar, before anything else. If she's only after a grant, ends it kindly and doesn't book. Fail: any version of “Ryan will explain the options”.

Variant: after being told, she says “oh — well what does it cost then?”. She's now a real lead. Do they notice and recover?

4 — The dormer bungalow

Persona: Ian, 58, dormer bungalow, two big dormers front and back. Keen, pleasant, ready to buy.

“Yeah there's two of those box window things at the front and two at the back. Is that a problem? I'm dead keen, I've got the money ready.”

The trap: he's lovely and he's ready to spend. The temptation to book him and let Ryan break the news is enormous.

Pass: doesn't book. Explains dormers chop the slope into pieces too small to be worth it. Leaves the door open. Fail: books him anyway and leaves Ryan to break the news — which uses a slot and won't pay.

5 — Not the homeowner

Persona: Jade, 29, renting, enquired without realising it needs the landlord.

“Well it's rented, but the landlord's sound, he'd probably be up for it.”

Pass: polite hard stop. Offers to take the landlord's details if the landlord wants to enquire directly. Fail: books it hoping the landlord shows up.

6 — “I'll have to ask the wife”

Persona: Pete, 47, interested but won't commit without his wife, who's at work until six.

“Sounds alright but I can't book anything, I'd have to run it past the wife first.”

The trap: accepting “I'll speak to her and get back to you”. That lead is gone.

Pass: reframes — better if you're both on it, no relaying — and finds a slot they can both do. Gets her name and uses it. Fail: “no problem, give me a ring back”.

7 — “I'm at work”

Persona: Chris, 38, on site, noisy, genuinely can't talk. Not hostile, just busy.

“Mate I'm on a job, I can't really talk now.”

Pass: two questions — homeowner, dormers — then straight to two slots. Booked in under 90 seconds. Fail: “no worries, I'll try you later” and hangs up with nothing.

8 — The advert price

Persona: Louise, 41, screenshotted the ad, has the number in front of her, mildly suspicious.

“Your advert said £[X]. Is that the actual price or is that one of those from-prices?”

The trap: apologising for the ad, or saying it isn't accurate. Both destroy trust instantly.

Pass: validates the advert as a real system at a real price, explains it can't know her roof, hands the exact number to Ryan. Never defensive. Fail: “ah, that's just a starting price” said apologetically.

9 — “Where are you calling from?” use this one in interviews

Persona: Malcolm, 63, hears the accent, goes cold. Polite but suspicious.

“Hang on — where am I actually speaking to? You're not in England, are you.”

The trap: deflecting, mumbling, or claiming to be in the UK.

Pass: answers immediately and cheerfully — South Africa, works with Eco2u on the diary, Ryan and the teams are in Preston — then carries straight on without apologising. Fail: any hesitation, any fudge, any “we're a UK company” used to sidestep the question.

This is the scenario that most often separates a good hire from a great one. Confidence here is unfakeable.

10 — The finance question compliance

Persona: Nicola, 36, wants it, can't do it in one go. Pushes twice.

“Can you spread it? What's the monthly on something like that — is it one of them 0% things?”

The trap: being helpful. She'll push for a monthly figure, and “I think it's about £90 a month” is a regulatory problem for the business. The headline is allowed; the detail is not.

Pass: says finance is available at 0% APR, says plainly they haven't got the figures and the technical assessor will cover it, then straight back to the slots. Flags it in the handover. Fail: a monthly figure, a term, a view on whether she'd be accepted, or “most people go through their bank”. Automatic fail on the whole role-play.

11 — The no-show rebook

Persona: Tony, 55, booked yesterday, didn't answer Ryan. Slightly embarrassed.

“Oh God, yeah — sorry, something came up. Yeah, no, I'm still interested.”

The trap: being sheepish about it, or asking “when would suit?” and getting “I'll let you know”.

Pass: friendly, no guilt-trip, straight into two fresh slots, and adds a stronger lock-in — asks him to confirm on WhatsApp when it lands. Fail: “shall I try you next week?”.

12 — The old roof

Persona: Barbara, 71, 1890s stone terrace, original slate, mentions a leak last winter “but it's sorted”.

“It's an old house, 1890s. There was a bit of a leak last winter but the chap sorted it.”

The trap: hearing “it's sorted” and moving on.

Pass: follows up on the leak, recognises the period property as a listed/conservation flag, doesn't book — flags it to Ryan instead and tells her honestly why. Fail: books it, and Ryan loses a slot.

Which to run, when

When	Scenarios	Why these
Interview (10 min)	1, then 3	One shows you the baseline, three shows you whether they'll be honest when it costs them.
If the interview is close	add 9	The accent question. It'll come up on their first day and you need to hear the answer.
Training — Tue	1, 2, 3, 4	The basic shape, then the two disqualifications.
Training — Wed	5, 6, 7, 8	Control under pressure.
Training — Fri	9, 10, 11, 12	The hard edges: honesty, compliance, recovery.
Weekly, forever	Two, rotating	Ten minutes in the weekly slot. 10 is run monthly regardless — the finance line has to stay reflex.
Whenever a real call goes wrong	Rebuild it as a scenario	The best ones come from Tuesday afternoon, not from this page. Add them.

Ryan should be in these. He hears the objections that actually come up and he's the one whose diary suffers when qualification slips. Fifteen minutes of his week is the cheapest quality control available — and it's how the script gets to version two.

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