Appointment Confirmation Call

Before you dial

• Appointment record open: day, date, time, time zone, address or video link, consultant name
• Setter's note read: decision makers, motivation, concerns
• Written confirmation was sent at booking (if not, send it after this call)
• Calendar open with two backup slots in case they need to move
• Inside the calling window, under the attempt cap

The flow

1. Open

You: "Hi (HOMEOWNER NAME), this is (YOUR NAME) with (COMPANY NAME). Just so you know, this call may be recorded for quality. I am calling about your solar consultation with (CONSULTANT NAME). Do you have a quick minute?"

Why it works: they recognize the company and the appointment straight away, so the call feels like service, not sales.

2. Confirm time and people

You: "We have you for (APPOINTMENT DAY) at (APPOINTMENT TIME), your time. Is that still good for you and (SPOUSE NAME)?"

Why it works: naming the second decision maker makes the homeowner check with them, instead of answering only for themselves.

If they say: "Yes, we are both good."

Go to stage 3.

If they say: "I am fine, but my wife cannot make it now."

You: "Thanks for telling me. Since you would both be part of the decision, it is better to find a time when you can both be there, so nobody has to repeat anything. (CONSULTANT NAME) also has (DAY 1) at (TIME 1) or (DAY 2) at (TIME 2). Which works for both of you?"

Code RESCH with the new time. Send a new written confirmation.

If they say: "Something came up."

You: "No problem at all, that happens. I can move it to (DAY 1) at (TIME 1) or (DAY 2) at (TIME 2). Which is easier?"

If they say: "I am not sure we still want to do this."

You: "That is okay. Can I ask, is it the timing, or did something change?"

Listen. Answer honestly using the Objection Handbook. Then:

You: "The visit is just to look at the real numbers for your home. There is no obligation. Would you still like to keep it, or would you prefer to cancel?"

Respect the answer. If cancel: "Understood, I will cancel it now. Thank you for letting me know." Code CXL with the reason.

If they say: "Please stop calling me."

You: "Understood. I will cancel the appointment and remove your number now. Sorry for the bother."

Code CXL and DNC. Tell the consultant the appointment is cancelled.

3. Prepare them

For in-home appointments:

You: "Great. (CONSULTANT NAME) will come to (PROPERTY ADDRESS). It takes about (APPOINTMENT LENGTH) minutes. Could you have a recent electric bill handy, paper or on your phone?"

For virtual appointments:

You: "Great. (CONSULTANT NAME) will text you the video link before the call. It takes about (APPOINTMENT LENGTH) minutes, and a laptop or a phone works fine. Could you have a recent electric bill handy too?"

4. Ask the focus question

You: "Is there anything you would like (CONSULTANT NAME) to focus on, or any question you want answered?"

Why it works: the homeowner shares their goal, which makes the appointment theirs. The consultant gets a head start.

Write the answer word for word in the notes.

5. Close

You: "Perfect. You will get a short text on the morning of the appointment. If anything changes, just reply to that text or call us. See you (APPOINTMENT DAY)."

Voicemail branch

If they do not answer, leave the confirmation voicemail (Voicemail and SMS Pack, V4) and send the reminder text (S4). Try one more call later in the window, within the attempt cap. No answer is not a confirmation. Leave the status unconfirmed and flag it on your at-risk list.

Objections

They say	Handbook entry
"I need to talk to my spouse"	Objection 12
"I am too busy"	Objection 13
"I do not want a salesperson in my house"	Objection 25
"The last one was pushy"	Objection 35
"Take me off your list"	Objection 30

After the call

1. Code CONF, RESCH, CXL or DNC.
2. Note:

(CONF OR RESCH OR CXL) / (APPOINTMENT DAY AND DATE) (APPOINTMENT TIME) (TIME ZONE) Spoke with: (NAME). DMs attending: (NAMES). Focus request: "(THEIR WORDS)". Bill ready: (YES OR NO). Format: (IN-HOME OR VIRTUAL). Next: day-of text (DATE). (YOUR NAME)

1. Update the confirmation tracker.
2. If anything changed, message the consultant through the team channel or CRM as your campaign requires.

Check yourself

1. Why do you name the spouse in the confirmation question?
2. The homeowner can make it but the spouse cannot. What do you do?
3. What is the focus question, and where does the answer go?
4. You get voicemail twice. What is the appointment status?
5. What three things do you prepare the homeowner for in stage 3?

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