🎯 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
🏠 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