Inbound Solar Call
Purpose: answer a homeowner who calls the client's line, whether from an ad, a missed call, a text or a mailer.
When to use: every inbound call on a solar campaign line.
Goal of the call: identify why they called, route existing customers correctly, and book new homeowners into one qualified consultation.
Version: v1.0
Track: Solar · Role: Appointment Setter, Lead Qualifier · Time to complete: 15 min to learn
Before you take calls
- CRM open with search ready (phone number search is fastest)
- Consultant calendar open with today's and tomorrow's open slots
- Client brief open: service area, minimum bill, routing rules for existing customers
- Routing details for the client's customer service team (for install, billing and service issues)
- Tracker open
An inbound caller chose to call. That is the highest intent you will meet in a normal lead flow. Answer fast, be warm, and do not make them repeat themselves.
The flow
1. Answer and identify
You: "Thank you for calling (COMPANY NAME), this is (YOUR NAME). Just so you know, calls may be recorded for quality. How can I help you today?"
Why it works: company first so they know they reached the right place, your name so it feels personal, recording notice before anything else.
2. Find out why they called
You: "Can I get your name and the best number to reach you, in case we get cut off?"
Search the CRM by phone number while they answer. Then sort the call into one of four paths.
Path A: New homeowner, interested in solar
You: "Great, thank you for calling. What got you thinking about solar?"
Go to stage 3.
Path B: Returning a missed call or text from us
You: "Thank you for calling back. I can see our team reached out about the solar request from your home. Are you still interested in having someone look at your options?"
If the record shows a DNC flag, do not continue the sales conversation. Ask what they need, help with that only, and tell your team lead.
Path C: About an existing appointment
You: "Sure, let me pull it up. I see (APPOINTMENT DAY) at (APPOINTMENT TIME) with (CONSULTANT NAME). Are you calling to confirm, or does something need to change?"
Confirm: code CONF. Change: offer two specific new times (see No-Show Prevention Playbook). Cancel: respect it, offer once to reschedule, code CXL with the reason.
Path D: Existing customer with an install, billing or system issue
You: "I am sorry you are dealing with that. I work with the scheduling team, so I want to get you to the people who can actually fix it. Let me (TRANSFER YOU OR TAKE YOUR DETAILS) for our customer team."
Follow the client's routing rule exactly. Note the issue in their words. Never promise a fix, a date or a refund.
3. Qualify
Use the same questions as the Fresh Web Lead Setter Call, stage 3. Inbound callers often talk more, so let them, then guide gently.
You: "Thank you, that helps. A few quick questions so the consultant comes prepared. Is the home in your name?"
Then property type, utility, average bill, roof, shade, HOA, existing solar, decision makers, credit band (only if the client allows).
If they say: "I just want a price over the phone."
You: "I understand. A real price depends on your roof, your usage and the option you pick, so a phone number from me would just be a guess, and I do not want to mislead you. The consultant puts together actual numbers for your home. Could I set that up?"
If they say: "I saw your ad that said it costs nothing."
You: "Thanks for telling me. I want to be clear: solar is not free. There are different ways to pay for it, and the consultant explains exactly how each one works and what it costs for your home. Would you like to see what fits your home?"
Note which ad they mention and tell your team lead after the call.
If they say: "Is this the government program?"
You: "No. (COMPANY NAME) is a private solar company. We are not connected to the government or your power company. I am happy to help you look at solar for your home if you are interested."
If they speak limited English
You: "Thank you. Would you like someone who speaks (LANGUAGE) to call you back?"
If the client has a speaker of that language, take the number and a good time, code LANG. Never book an appointment the homeowner did not clearly understand.
4. Bridge and book
You: "Thanks for all of that. It sounds worth having (CONSULTANT NAME) look at your home properly. They will go through your usage, your roof and the options available today, with no obligation. They have (DAY 1) at (TIME 1) or (DAY 2) at (TIME 2). Which is better for you and (SPOUSE NAME)?"
5. Lock it
You: "Let me read it back. (APPOINTMENT DAY) at (APPOINTMENT TIME), your time, at (PROPERTY ADDRESS), with you and (SPOUSE NAME). Please have a recent electric bill ready. I will text you a confirmation now and call the day before. Does that sound good?"
6. Close
You: "Thank you for calling (COMPANY NAME), (HOMEOWNER NAME). Have a great day."
Objections
| They say | Handbook entry |
|---|---|
| "Is solar free now?" | Objection 6 |
| "How much does it cost?" | Objection 8 |
| "Does solar work here?" | Objection 23 |
| "I do not want a salesperson in my house" | Objection 25 |
| "Is this a scam?" | Objection 33 |
After the call
- Make sure a CRM record exists. If the caller was new, create the record with the source "Inbound call" and the date.
- Disposition: SET, CB, NUR-(REASON), DQ-(REASON), CONF, RESCH, CXL, or the routing code your client uses for existing customers.
- Note:
(DISPOSITION) / Inbound call (DATE) (TIME) (TIME ZONE) Reason for call: (THEIR WORDS). How they heard of us: (SOURCE). Qualification: owner (YES OR NO), avg bill about (AMOUNT), utility (NAME), roof (DETAIL), DMs (NAMES). Next: (NEXT STEP AND DATE). (YOUR NAME)
Coach's note: Always ask "How did you hear about us?" on inbound calls. It costs five seconds and tells the client which marketing works. It also catches ads that make claims your client did not approve.
Never do this:
Never try to fix an existing customer's install, billing or system problem yourself.
Never promise a refund, a repair date or a callback time the client has not approved.
Never agree with "it is free" or "it is a government program". Correct it kindly and clearly.
Check yourself
- What three things do you say in the first sentence of an inbound call?
- Name the four inbound paths and what you do in each.
- An existing customer calls angry about a delayed install. What do you do?
- A caller says the ad said solar costs nothing. Write your reply.
- Why do you ask how they heard about the company?
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