Framework Flashcards
(20 cards)
What is the first question to ask when connecting?
Sounds like you met [setter]?
What should you ask about the customer’s past solar experience?
Have you ever owned solar in the past? Like, different state or in a different home in FL?
What is the purpose of the first part of the discussion?
To find out who you’re using now (obviously FPL), your usage, and the type of rate hikes you’ve been getting.
What should you ask to understand the customer’s goals for the meeting?
What were you hoping to get out of this meeting today specifically?
What rationale question can you ask to understand the customer’s interest in solar?
Besides saving money, what’s got you looking into possibly going Solar?
What is a follow-up question regarding the benefits of solar?
How do you see Solar benefiting you the most though?
How long have you been using FPL/Edison as your energy provider?
1.) How long have you been in the home using FPL/Edison for?
What made you choose FPL/Edison as your sole energy provider?
2.) What made you choose them as your sole energy provider?
Can you describe your energy usage from last month’s Ebill?
3.) In terms of your usage in the home, can you walk me through…what was your Ebill last month?
Why did you stay with FPL instead of exploring other options?
4.) So what caused you to stay with FPL rather than explore other avenues to lower your Ebill?
What changes have you made at home to save energy?
5.) What kind of changes have you made in the home to try and save some of your energy consumption?
Did the changes you made impact your energy consumption?
5.) Did that have an impact on your energy consumption - in what way?
What are you doing to help lower your energy bill besides seeking outside help?
6.) So besides looking for possible outside help, what else are you doing to help lower the Bill?
How do you feel about paying your current energy bill?
PROBLEM AWARENESS: How do you feel about paying $186?
Do you like paying $186 every month?
Curious about your feelings towards the monthly payment of $186.
This question assesses the customer’s awareness of their financial commitment.
Are you aware of how much rate increases are this year?
Inquire if the customer knows the percentage of rate increases this year.
This question aims to gauge the customer’s knowledge of current rate changes.
Do you want to pay for all those rate increases?
Ask if the customer would prefer not to pay for the rate increases if possible.
This question explores the customer’s desire to avoid additional costs.
Has paying XYZ every month impacted you?
Inquire about the impact of the monthly payment on the customer.
This question seeks to understand the emotional or financial effects of the payment.
What do you like about your current situation?
Encourage the customer to share positive aspects of their experience.
This question aims to balance the conversation by focusing on positive feedback.
What if it wasn’t what you thought it was?
Would you be open to looking at it from a different perspective?
This question challenges the customer’s assumptions and invites them to consider alternatives.
