Solar Objection Handbook

Often means: bad timing, or they do not yet see why it matters to them.

You: "That is completely fine. Can I ask, is it solar in general, or just not the right time?"

If timing: "Would it help if I checked back in a month or two?" Code NUR-TIMING with a date.

If they share a concern, answer it with the matching objection below.

If still no: "No problem at all. Thank you for your time. Take care." Code NI.

Often means: they forgot the form, or they are worried about privacy. This is a compliance moment.

You: "Good question. Our record shows a solar request from this number through (LEAD SOURCE) on (LEAD DATE). Does that ring a bell?"

If yes, continue the call. If no, go to objection 3.

Compliance moment. No rebuttal.

You: "I am sorry for the confusion. I will remove your number now so you are not contacted again."

Code DNC. Note the lead source and the homeowner's words. Tell your team lead. Never argue, never read their personal details back to "prove" consent.

Compliance moment. Many homeowners have seen misleading ads.

You: "No. (COMPANY NAME) is a private solar company. We are not part of any government office. I am calling only because of the solar request from your home."

Then, if they are still open: "Would you like to hear how the consultation works?"

Compliance moment.

You: "No, we are not. (COMPANY NAME) is an independent solar company. We are not connected to (UTILITY NAME). I only ask about your power company so the consultant knows how your home's electricity is billed."

Often means: they saw misleading advertising.

You: "Thank you for asking, I want to be clear: solar is not free. Every option has a cost, whether you buy it, finance it or pay monthly for the power. The consultant shows exactly what each option would cost for your home, so you can decide with real numbers."

Note which ad they mention and tell your team lead after the call.

Often means: they think of a large upfront price, or they had a high quote before.

You: "That is fair, it is a big decision. Can I ask, was that from a quote you received, or more a general feeling?"

You: "Homeowners pay for solar in different ways, and the right one depends on the home. The consultant goes through the real costs and options for your home, and if none of them make sense, they will tell you. Would that be useful?"

Never say it costs nothing or that payments will be lower than their bill.

Often means: a fair question. They do not want to waste time.

You: "That is the most important question. The honest answer is that it depends on your roof, your usage and the option you choose, so any number from me would be a guess. The consultant gives you an actual number for your home. Shall I set that up?"

Often means: they want proof it is worth the time.

You: "I wish I could tell you, but I would be guessing, and I do not want to mislead you. It depends on your usage, your roof and how your power company handles solar. That is exactly what the consultant models for your home. If the numbers do not work, they will say so."

Never give a percentage or a range, even "most people save".

Often means: they heard news or old advertising.

You: "That is outside what I can speak to, and I do not want to guess about something so important. The consultant goes through all the real costs and options for your home today. For anything tax related, your own tax professional is the right person to ask. Would you like the consultant to cover that question first?"

Note the question for the consultant. Never confirm, deny or explain any credit or incentive.

Often means: a polite way to end the call, or genuine interest with no time right now.

You: "Happy to. I can text you our company details right now. The thing is, a general brochure cannot show your own numbers, which is what really matters. Could we pencil in (DAY 1) at (TIME 1)? If it does not suit after you read the details, just reply and we will move it."

If still no: send the text (with client approval), code CB or NUR-RESEARCH with a date.

Often means: a real decision process. This is a good sign.

You: "That makes sense, it is a decision for both of you. That is why the consultant always meets everyone together. When are you both usually home in the evening?"

Offer two specific times when both are home. If the spouse is nearby: "Is (SPOUSE NAME) there now? I am happy to wait a moment."

Often means: real time pressure, or a soft no.

You: "I understand. Would a shorter video consultation from home be easier? Or I can call at a set time. Would (TIME 1) or (TIME 2) tomorrow be better?"

Set a CB with an exact time and time zone. Never "I will call you sometime".

You: "Great, thanks for telling me. I will update our records."

Only if your client sells batteries or expansions: "Out of interest, did you add a battery with it?" One question only. If no interest, code DQ-SOLAR.

You: "Thanks for being honest with me. Solar needs the owner's approval, so I will not take more of your time. Are you planning to buy a home in the next year or so?"

Yes: NUR-BUYING with the expected date. No: DQ-RENTER, warm close.

You: "That could be true. Does it stay the same in summer, or go up with air conditioning? And any plans for an electric car or a pool?"

If the year-round average is clearly below the client minimum: "Then I will be honest, solar may not make sense right now. If your usage goes up, we would be happy to look again." Code DQ-BILL or NUR-BILL.

You: "Thanks for telling me. Roughly how old is it, and are there any leaks right now?"

You: "The consultant checks the roof as part of the visit, so you will know where you stand."

Follow the client brief: book with a flag, or NUR-ROOF if roof work must come first. Only mention roof services if your client offers them.

You: "Good point, shade matters. Is it shaded most of the day, or just part of it?"

Part of the day: "The consultant can measure the shade properly for your roof." Heavy all day: "Then I will be honest, it may not work for your home. Would you still like the consultant to take a look?" Follow the client brief, or code DQ-SHADE.

You: "Thanks for letting me know. Roughly when are you thinking of moving?"

Inside the client's cutoff (often 1 to 2 years): "Then it probably makes sense to wait. If you buy a new home, we would be happy to help there." Code DQ-MOVING or NUR-BUYING.

Not sure: note it and let the client brief decide.

You: "That makes sense, nobody wants to buy too early. A consultation just shows what things look like for your home today. Then you can compare later with real numbers instead of guesses. Would that be useful?"

No urgency. Never claim prices or rates will rise.

You: "I am sorry that happened. Can I ask what went wrong?"

Listen fully.

You: "That is exactly why it is worth taking your time. I would encourage you to check (COMPANY NAME)'s reviews and license before the visit. The consultation has no obligation, and you can ask the consultant anything."

Note their concern word for word so the consultant can address it.

You: "Good, that means you are taking it seriously. A second opinion can help you compare equipment, production estimates and warranties side by side. Would you like (CONSULTANT NAME) to look at your home too?"

Never criticize the other company.

You: "It is a fair question. Panels still produce on cloudy days, just less than in full sun. How much a home produces depends on its exact roof and location. The consultant shows a production estimate for your address."

Never promise an amount of production.

You: "Thanks, that is helpful. I will note that you prefer (THEIR PREFERENCE), so the consultant focuses on that."

Only say the client offers a structure if it really does. Never explain terms, rates or escalators.

You: "Completely understandable. Would a video consultation work better? You can join from your phone or laptop, and you can end it whenever you like."

Only offer video if the client provides it. If no: thank them and code NI.

You: "Thanks for being open. I cannot say who qualifies for financing, because that is decided by the lending partners, not by me. The consultant can explain the different ways people pay for solar and what each one needs."

If the client requires financing above a level the homeowner clearly cannot meet and will not consider other options, follow the brief and code DQ-FIN kindly.

You: "Thanks for mentioning it. Do you know if that is a written rule, or more what you have heard?"

You: "Many homes in associations do have solar, and the consultant can look at your HOA's rules with you."

If the homeowner confirms a written ban and the client does not pursue these, code DQ-HOA. Never give legal advice about HOA rules.

Compliance moment. Keep it simple.

You: "I am a real person, my name is (YOUR NAME). I am on (COMPANY NAME)'s scheduling team."

If they ask where you are calling from: "I'm with (COMPANY NAME). We work with homeowners all over (MARKET). The consultant you would meet works with (COMPANY NAME) in (STATE)."

You: "Fair question. The consultation is a sales meeting, and I want to be upfront about that. The consultant will show you options and prices. There is no obligation, and if it does not make sense for your home, they will tell you."

Compliance moment. No attempt of any kind.

You: "Understood. I will remove your number right now. Sorry for the bother."

End the call. Code DNC before the next dial. Never say "Before I do..." or ask why.

You: "That is very wise. Nothing is decided on this call or at the consultation unless you want it to be. Many people like to have a family member there to listen with them. Would that be helpful?"

If they seem confused or unsure what the call is about, end politely and flag it to your team lead. Never book a homeowner who does not clearly understand the appointment.

You: "That is smart. Online research gives you the general picture. The consultation adds the specific numbers for your roof and your usage, which you cannot get online. Would it help to have both?"

If still no: offer a check-in date, code NUR-RESEARCH.

Compliance moment.

You: "I understand why you would ask, there are a lot of calls out there. I am (YOUR NAME) with (COMPANY NAME), a solar installation company. You are welcome to look up (COMPANY NAME) and its reviews before deciding anything. I will never ask you for bank details or personal numbers on this call."

If they want to check first: "Of course. Can I call back at (TIME 1) tomorrow after you have had a look?"

You: "I really cannot say without your real numbers, and I do not want to tell you something that turns out to be wrong. What I can tell you is that from your answers, your home is worth a proper look. The consultant will be straight with you either way."

You: "I am sorry that was your experience, and thank you for telling me. What would make the next conversation more useful for you?"

Write their answer in the notes for the consultant and tell your team lead. Offer a rebook only if they want one.