Team reference
The setter playbook.
Scripts, texts, and the answer to "should I set this?" Log in with your operator account.
The question you will ask most
Should I set it?
Find the row that matches. Green means book it now. Yellow means book it, with the extra step named. Red means do not book, and what to do instead.
Homeowner, in one of our areas, a decision-maker will be home, and they agreed to a specific day and time. This is the job. Book it while they are on the phone.
They already have solar and still get a power bill. That is our best customer, not a disqualifier. The battery is the answer to exactly that complaint.
Spouse or co-owner will not be home. Book a time when BOTH can be there, even if it is later in the week. A one-legger sits far worse than a two-day wait.
No power bill handy. Set it anyway and note it. Ask them to have a recent bill out for the visit, and say why: "so we can show you real numbers, not guesses."
They gave you a day but not a time. Book the earliest open slot that day and note "time flexible" so the closer can call ahead. A day-only promise with no slot booked usually becomes no appointment at all.
They said stop, or not interested. Disposition it that way and move on. No second pitch, no "one quick thing." They go on the Do Not Call list and that is final.
Renter, or the owner cannot be present. We can only sell to the person who owns the roof. Note it and disposition; do not book a visit the closer cannot close.
Outside our areas? Still set it - virtual. If the Availability page has no market for where the house is, book it in the Virtual market instead: a virtual closer runs the appointment by video. Note the customer's city and time zone so nobody calls at the wrong hour.
Leased panels or a third-party solar contract they cannot alter (for example a Vivint lease). These have died in the home every time. Note the details and ask your manager before promising anything.
"Just call me sometime next week." That is a follow-up, not an appointment. Disposition it as a callback so it lands in your Follow-ups tab, and call them next week.
Not covered here? Ask your manager BEFORE booking, not after. One question costs a minute; a bad set costs a closer a whole evening.
Script
The call, start to finish
Two openers, depending on who you are calling. Say it like a person, not a script.
Opener A: they already have solar
You: "Hi, is this {name}? This is {your name} with Kin Home. I'm reaching out because our records show your solar was installed around {year}, and we're scheduling free system health checks in {area} - panels, inverter box, the whole setup - to make sure it's still performing the way it should. Takes about an hour, costs nothing. Are you usually home mornings or afternoons?"
Why it works: it is true, it is free, and it names their system. You are not selling on this call. The visit is where the battery conversation happens.
Opener B: they asked about batteries (web or Facebook lead)
You: "Hi {name}, this is {your name} with Kin Home - you reached out about backup battery options for your home. I'm the one who gets you on the calendar with our specialist for {area}. He walks the house, checks your panel, and gives you exact numbers for your setup. Are you usually home mornings or afternoons?"
Locking the time
You: "I've got {day} at {time}, or {day} at {time} - which is better?"
Always offer two concrete choices from the Availability page. Never ask "when works for you?" - open questions get "I'll check and call you back," and they never do. Read the time exactly as the screen shows it; it is already in their local time.
Before you hang up
You: "Perfect, you're set for {day} at {time}. You'll get a text from us confirming it. One favor - have a recent power bill out when {closer first name} comes by, so he can show you real numbers. Anything change, just text that same number."
Pushback
The four things they actually say
"Is this a sales call?"
You: "It's a scheduling call - the visit itself is a free check on your system. Nobody's asking you to buy anything on the phone, and the inspection costs nothing either way."
"I'm not having any problems."
You: "That's the best time to check it, honestly - it's like an oil change, you don't wait for the engine light. And most folks we visit are surprised by one thing: they have solar and still pay the power company every month. If that's you, that's exactly what the visit is about."
"I still get a bill even with solar. Why would I add more?"
You: "That bill is the reason for the visit. Panels make power when the sun's up; the power company charges you for the evening. A battery keeps your own daytime power for the night. Whether it pencils out for your house is exactly what {closer first name} figures with your bill in hand."
"How much does it cost?"
You: "Depends entirely on your usage and your setup, and I'd be making it up if I gave you a number - that's why the visit exists. It's free, it's about an hour, and you'll walk away with your actual numbers either way."
Never quote prices, savings percentages, or rebate amounts on the phone. Every number you invent is one the closer has to walk back in the living room.
Copy, personalize, send
Text templates
Tap copy, replace anything in {braces}, send from the Inbox. Keep them short - these read like a person, not a company.
Confirmation, right after booking
Hi {name}, it's {your name} with Kin Home. You're confirmed for {day} at {time} with {closer first name}. Have a recent power bill handy if you can. Anything change, just reply here.
Day-before reminder
Hi {name}, quick reminder: {closer first name} from Kin Home will be by tomorrow at {time}. Reply YES to confirm or let me know if we need to move it.
They need to reschedule
No problem at all, {name}. I have {day} at {time} or {day} at {time} open - which one should I grab for you?
Missed call follow-up
Hi {name}, {your name} with Kin Home - tried to reach you about the free solar system check in {area}. I'll try again later, or text me a good time and I'll call you then.
Non-negotiable
Five hard rules
1STOP means stop, forever. "Stop," "take me off your list," "not interested" - disposition it and never dial again. The system enforces it; your job is to record it honestly.
2Read times off the screen. Availability already shows the customer's local time and says so. Never convert time zones in your head; that is how someone in Sacramento gets told the wrong hour.
3Disposition every single call. Booked, callback, no answer, not interested - something. An unmarked call is invisible: no follow-up fires, no stat counts, no bonus credit.
4No back-to-back redials. The queue paces numbers on purpose - it protects our caller reputation. Work what it hands you.
5Never invent numbers. No prices, no savings promises, no rebate figures. "That's exactly what the visit is for" is always the right answer.