Tip 1: This section should be a nice “give and take” with the caller. (a “PACE” - You are pacing the caller). You are asking questions, and they are answering.  As you gain more information, you get a more complete picture of the motivation of the caller. The time of the appointment, location of the appointment and price are going to be the main selling points - it's important to discover the motivation of the customer and when and where is their optimal installation appointment.  (It is recommended to find a secondary preference as well in case you can't satisfy the primary request).

Tip 2: It’s important not to discuss the price of the service until you know where the installation will take place.  Once you know the customer’s WHEN and WHERE primary and secondary preference - we can ask for a “commitment statement” such as “if I am able to get you scheduled today for your install appointment, would you be willing to commit to that appointment today?”

Tip 3: Use the time you put the customer on hold to your advantage.  “OK, caller’s name, the installation shop is very busy, but I was able to get you confirmed for (DATE) and (TIME), will that work for you?

Tip 4: Understand the Rapport Skills - Acknowledgment and Voice Matching