🎯 Goal: Ask with genuine curiosity, not like reading a script
Opening Questions
- "So why did you call my company out here today?"
- "What would you like to see improved?"
- "Tell me what's been going on with your heating and cooling."
Follow-Up Based on Response
- If problems → "What's not working for you right now?"
- If research-driven → "What's got you thinking about heat pumps?"
- If vague → "Walk me through what you're thinking"
⚠️ Critical Point
• Don't immediately start selling heat pumps - IT'S TOO SOON!
• Let them finish their story completely
• Build rapport and trust first
🏠 Goal: Learn about existing system to begin diagnosis
System Overview
- "How do you heat and cool your home?"
- "Can I see your system?"
- "How has it been working for you?"
- "What rooms are comfortable/uncomfortable?"
❄️ Window Units or No AC Scenarios
If They Have Window Units:
• "How many window units do you use?"
• "Which rooms have window units?"
• "What don't you like about them?"
• "How well do they keep you comfortable?"
If They Have No AC:
• "How do you stay cool in summer?"
• "Which rooms get too hot?"
• "Do you have ductwork for heating?"
🔍 Key Actions
• Walk exterior first - note outdoor unit condition
• Check equipment labels and model numbers
• Window units = great upgrade opportunity (noise, efficiency)
💰 Goal: Understand energy cost impact & savings potential
Current Energy Costs
- "What's your average monthly electric bill?"
- "How much do you spend on heating fuel (gas/oil/propane)?"
- "Do your bills spike in summer or winter?"
- "How important are lower energy bills to you?"
Calculator Demonstration
- "I'd like to show you our fuel cost calculator - mind if I run some numbers?"
- "This will show you potential savings over 10-15 years"
💡 Calculator Demo
• Input their current fuel costs
• Show heat pump operating costs
• Calculate annual savings
• Project 10-15 year total savings
🎯 Key Messages
• Heat pump efficiency varies by climate and current system
• Greatest savings typically vs. gas, oil, propane, or old electric heat
• Let the calculator show their specific situation
🏦 Goal: Assess budget readiness & rebate awareness
Budget & Rebate Assessment
- "Have you thought about budget for this project?"
- "Are you looking to pay cash or would financing work better?"
- "Are you familiar with current heat pump rebates and tax credits?"
- "I'm going to pull up the Rewiring America tool for your area"
💰 Rewiring America Tool Demo
• Enter their zip code and household income
• Show federal tax credits available
• Display state and local rebates
• Check income-qualified programs
Financing Options
- "With rebates reducing the cost, what payment would work for you?"
- "We have special financing programs - interested in hearing about those?"
🎯 Key Points
• Use Rewiring America to show exact local incentives
• Stack incentives to show maximum financial benefit
🎨 Goal: Understand aesthetic preferences & address appearance concerns
Style Preferences
- "Are you familiar with ducted vs. ductless heat pump options?"
- "How do you feel about wall-mounted indoor units?"
- "Any concerns about how the outdoor unit would look?"
- "Would you like to see photos of different installation styles?"
🏠 Style Options
Ducted: Hidden in basement/attic
Ductless: Wall, floor, ceiling options
Outdoor: Multiple colors available
Placement Concerns
- "Where would you prefer the outdoor unit to be located?"
- "Any areas that are off-limits for equipment?"
- "Are you comfortable with newer technology?"
🎯 Key Points
• Show don't tell - use photos and visual examples
• Many customers have outdated mental images of heat pumps
🏠 Goal: Assess home performance & identify true problems
Home Assessment
- "When was your home built?"
- "What's the square footage you want to heat and cool?"
- "Are there rooms that never get comfortable?"
- "Does your system run constantly or cycle on and off?"
Manual J & Sizing
- "Have you ever heard of a Manual J load calculation?"
- "Has anyone done a proper load calculation for your home?"
- "I'm going to use Ampy to scan your home - this shows exactly what size you need"
📱 Ampy Scanning Demo
• ACCA certified Manual J technology
• Uses LiDAR, AI, and augmented reality
• Generates certified load calculation on-site
• Let them watch the scanning process
🎯 Key Points
• Most customers don't know about Manual J - educate them
• Ampy technology differentiates you from competition
• Position yourself as the expert who uses cutting-edge tools
🔧 Goal: Set installation expectations & address distribution concerns
Air Distribution & System Design
- "Let's talk about how we'll distribute air throughout your home"
- "Do you have existing ductwork we can use, or would ductless work better?"
- "Would a combination of ducted and ductless work for your home?"
- "I'll use Ampy to show you exactly where equipment will go"
🔧 Installation Options
Ducted Systems:
• Use existing ductwork (if suitable)
• Add new ductwork where needed
Ductless Systems:
• Wall-mounted units (most common)
• Floor console units (low profile)
• Ceiling cassettes (flush mount)
• Ceiling recessed units (hidden in ceiling)
Hybrid Approach:
• Ducted for main areas
• Ductless for additions/problem areas
Line Routing & Installation Quality
- "All our lines are covered with line hide protection - let me show you examples"
- "Any areas where you absolutely don't want to see piping?"
- "We'll walk you through what installation day will look like"
- "Any concerns about disruption during installation?"
Electrical & Completion
- "Let's check your electrical panel for heat pump requirements"
- "We'll handle permits and electrical work with licensed professionals"
- "We'll test everything and train you on operation before we leave"
📱 Visual Tools - Show Don't Tell
• Use Ampy design tool to show installation layout
• Ampy AR visualization of equipment placement
• Photos of line hide products and clean installations
• Examples of different indoor unit types
🎯 Key Messages
• Use Ampy to show, not just tell, what installation will look like
• Line hide protection addresses aesthetic concerns
• Address electrical and permit concerns upfront
• Set realistic expectations about timeline and disruption
