Course Overview

This position focuses on executing the company’s standardized sales call handling process through direct customer engagement and coordinated sales support. In addition, this role is accountable for accurately assessing customer needs, developing system replacement solutions, preparing estimates, establishing pricing, and presenting professional proposals that align with company standards, customer expectations, and regulatory requirements.

Module 0: Business Model & Strategic Foundation

• Understand how to implement a structured business plan
• Learn how businesses operate through processes, not individuals
• Define the roles of employees versus managers
• Understand labor utilization and its impact on operating costs
• Learn how proper staffing prevents margin erosion

Module 2: Lead Generation & Opportunity Identification

2.2 Onsite Opportunity Assessment

• Use structured assessment forms by call type
• Conduct logical customer interviews
• Identify additional comfort, safety, and efficiency opportunities
• Capture and follow up on post-call opportunities

Module 3: Service Differentiation & Branding

• Understand service and brand positioning
• Learn how differentiation increases close rates
• Create service and agreement positioning statements
• Apply branding consistently across offerings

Module 4: Trust-Based Selling Systems

4.3 Replacement Trust-Selling

• Understand replacement and design-build sales
• Apply standardized replacement selling procedures
• Present professional proposals and investment options
• Address common customer objections confidently

Module 5: Written Operating & Work Delivery Standards

5.1 Why Written Standards Matter

• Gain stakeholder buy-in for standardization
• Identify required business and operational functions
• Understand why written standards reduce chaos and errors

5.4 Replacement Work Delivery

• Apply quality assurance procedures
• Establish payment, credit, and receivables standards
• Manage projects from lead through completion

5.5 Accounting, Inventory, & Customer Care Procedures

• Implement accounts receivable and payable standards
• Control inventory and tools
• Standardize customer care and dispatch communications

5.6 Labor Productivity Optimization

• Understand field labor efficiency metrics
• Apply procedures to improve productivity
• Generate buy-in from technicians and staff

5.7 Installation Scheduling & Management

• Verify job readiness
• Assign install dates effectively
• Manage confirmations and close-outs
• Build and manage a weekly install capacity board

Module 6: Legal Protection & Risk Management

• Understand invoices and proposals as legal contracts
• Apply payment and liability protections
• Protect the business across repair, service agreements, and replacements

Outcome

Graduates of this course are prepared to execute standardized, trust-based residential replacement sales, develop accurate system proposals, coordinate installations, and deliver consistent, compliant, and profitable customer experiences..