Shop Kit · 5 steps
Replacement sales follow-up system
A clean lead handoff, a prepared consult, a clear good/better/best proposal and a follow-up that answers the real objection.
- Who it’s for
- Comfort advisors and the service managers who hand them leads.
- Time
- About 1 hour to set up, then 15 minutes per lead
- How to use it
- Follow one replacement lead from the tech’s discovery to the follow-up after an unsold estimate.
No shared shop details in this kit: each step has its own fill-in fields. Everything stays in your browser.
-
Step 1 of 5
Hand off a replacement lead to the comfort advisor
The tech’s findings, in their words, before the advisor calls.
Never paste: Employee pay, disciplinary records with full names, customer addresses and phone numbers, or medical/personal info about techs.Write a lead handoff note for our comfort advisor/sales. Equipment: [type, brand, age, condition, refrigerant] What the tech found: [issue, repair cost] Homeowner: [first name, concerns: budget, comfort, noise, efficiency] Timing: [hot lead today / thinking about it] Short note with everything the advisor needs, plus a text to the homeowner confirming the visit. -
Step 2 of 5
Prep for an in-home consultation
Walk in knowing the house, the equipment and the concerns.
Never paste: Customer addresses, phone numbers or emails, financing applications or credit info, card numbers, gate/lockbox codes, or photos of the inside of someone's home showing family or personal items.Help me prep for an in-home replacement consultation. Lead notes: [from tech/CSR: system type, age, problem, repair quote] Homeowner concerns: [cost, comfort upstairs, noise, efficiency, allergies] Home: [size, stories, age, ductwork notes] Our options: [equipment lines we sell] Give me: questions to ask, what to inspect (ducts, electrical, venting, drain, line set), likely options to bring, and how to open the visit. - Never paste: Customer addresses, phone numbers or emails, financing applications or credit info, card numbers, gate/lockbox codes, or photos of the inside of someone's home showing family or personal items.
Write a good/better/best replacement proposal summary. Home and issues: [summary] Good: [equipment, efficiency (SEER2/AFUE), warranty, price] Better: [same] Best: [same] Included in all: [permit, removal, new pad, thermostat, labor warranty] For each: one-line who it's for, what you get, monthly payment if financed [I'll fill from lender]. Honest differences, no exaggerated savings. -
Step 4 of 5
Handle 'it's too expensive' and 'we'll think about it'
“Too expensive” and “we’ll think about it,” answered without pressure.
Never paste: Customer addresses, phone numbers or emails, financing applications or credit info, card numbers, gate/lockbox codes, or photos of the inside of someone's home showing family or personal items.Help me prepare honest answers to common objections. Objections: [price is too high / want to think about it / getting other quotes / just want the repair] Our facts: [warranty, licensing, reviews, financing, install crew in-house] For each: what the homeowner might really mean, a question to ask, and a respectful answer. No pressure tactics. - Never paste: Customer addresses, phone numbers or emails, financing applications or credit info, card numbers, gate/lockbox codes, or photos of the inside of someone's home showing family or personal items.
Write a short follow-up text and email. Homeowner first name: [name] Options presented: [good/better/best with prices] What they said: [think about it, getting other quotes, spouse] Anything new: [rebate deadline, install opening next week] Friendly, helpful, one easy next step. No fake urgency.
Finished the kit? Browse the other Shop Kits or send us a workflow your shop uses.