Training Overview
Why follow-up matters
Setter vs. closer responsibilities
Balancing persistence vs. annoyance
Follow-up formula
Follow-up cadence
Creating a buying (not selling) atmosphere
Key follow-up scenarios:
Getting the bill
Booking appointments
Missed appointments
Re-engaging old leads
Scripts and practice
Why Follow-Up Matters
Increases:
Appointment volume (2-3x)
Close rate (2x)
Creates consistency in pipeline
Separates top performers from average reps
Common Follow-Up Scenarios
Prospect never sends required info (e.g., utility bill)
Prospect says “I need to think about it”
Prospect misses appointment
Older leads go cold
Deal Timeline & Responsibilities
Setter Responsibilities:
Initial conversation
Collect utility info
Closer Responsibilities:
Analysis & design
Consultation
Closing
Post-sale through PTO
Key Insight:
Setter coordinates throughout process as needed
The Core Challenge
You must balance:
Persistence
Stay top-of-mind
Keep deal moving
Non-annoyance
Maintain a “buying atmosphere”
Avoid pressure or chasing energy
The Follow-Up Formula
1. Always Get a “By-When” Date
Example:
“When do you think you can get me that bill?”
Purpose:
Creates accountability
Gives permission to follow up
2. Set Expectation for Follow-Up
Example:
“I’ll plan on touching base if I don’t hear from you by ___”
Purpose:
Removes awkwardness
Frames follow-up as service, not pressure
3. Lead With “What’s In It For Them”
Always answer:
Why does this matter?
Why now?
Example:
“We need this to show you what you could save”
4. Maintain a Buying Atmosphere
Remind:
“We work for you”
“On your timeline”
Avoid pressure
5. Give Space & Benefit of the Doubt
Assume:
They are busy, not ignoring you
Follow structured cadence (below)
Follow-Up Cadence
Step-by-Step Process
Day After Missed Deadline
Text:
“Hey, just checking in as promised…”
Next Day
Call
Leave voicemail:
“Not sure if you saw my text yesterday…”
1–2 Days Later
Call again
Follow with text:
“Just tried calling—give me a shout when you can”
2–3 Days Later
Text:
Acknowledge missed timing
Offer flexibility
Set expectation to follow up again
Final Attempts
Call again after 2–3 days
Send Break-Up Text
If No Response
Let lead rest:
30–90 days before re-engaging
The Break-Up Text (CRITICAL TOOL)
Purpose:
Flush out non-responders
Force decision (Yes or No)
Example:
“Hey ___, I’ve tried reaching you… The last thing I want to do is pester you. Have you given up on this?”
Why It Works:
Humanizes you
Removes pressure
People don’t like saying “I gave up”
Response rate ≈ 60–70%
Outcomes:
“No” → Move on (WIN)
“Sorry, got busy” → Re-engage (WIN)
Key Rule:
If no response after breakup text:
Let lead rest (45–60 days)
Do NOT over-pursue (burns lead)
Buying vs. Selling Atmosphere
Selling Atmosphere (AVOID)
Pushy
High-pressure
Aggressive
“Convince them”
Creates resistance
Buying Atmosphere (GOAL)
Consultative
Low-pressure
Collaborative
Focus on helping
Builds trust and openness
Key Principle:
👉 Don’t make the prospect feel “chased”
Example Language (Buying Atmosphere)
“No rush—we work on your timeline”
“Just didn’t want this to slip through the cracks”
“Wanted to make sure you didn’t miss out on ___”
“I’d be doing you a disservice if I didn’t share this”
Scenario-Based Follow-Up
1. Getting the Utility Bill
Structure:
Set by-when date
Set expectation
Follow up
Example:
“When can you send that over?”
“I’ll check back Friday if I don’t see it”
Follow-up:
“Just checking in—we need it to show your savings”
2. “They Need to Think About It”
Key Rules:
Always schedule follow-up
Never leave it open-ended
Example:
“When will you have a chance to review?”
“I’ll follow up the next day so we can lock in a time”
Key Principle:
👉 Turn “maybe” into:
YES or NO
3. Missed Appointment
Immediate (3–5 min after start time):
“Is now still a good time, or did something come up?”
Follow-Up:
Call after 5 min
Next day:
Call + voicemail
2–3 days:
Call again
Final:
Break-up text
Mindset:
👉 Always assume something came up (not intentional)
Reinvigorating Old Leads
Core Principle:
👉 Leads don’t die — they stall
When to Re-Engage:
30–90+ days inactive
Proposal sent, no decision
Lead went cold
Marked as “nurture”
Step 1: Align Internally
Before reaching out:
Review:
Deal margin
Viability
Past objections
Priority level
Step 2: Bring NEW VALUE
Never “just check in”
Examples:
New pricing
New financing
New incentives
Limited install availability
New tech/equipment
Step 3: Use Timing & Urgency
Best times:
End of month
During promos
When install slots are filling
👉 Urgency must be REAL, not fabricated
Outreach Examples
If They Previously Had a Consultation:
Reference past convo
Introduce new opportunity
Ask:
“Did you move forward with another provider?”
If Early-Stage Lead:
Reintroduce yourself
Highlight new value
Ask:
“Are you still exploring options?”
Call Framework
“Hey, just making sure you saw my message…”
Provide context
Ask simple engagement question
If They’re Open:
“A lot has changed—this may put you in a better position”
If They’re Not Interested:
“Totally fair—what felt out of alignment?”
Why This Works (Psychology)
Personal > automated
Familiarity builds trust
Real urgency drives action
Low pressure increases response
Multiple touches increase conversion
Position yourself as:
👉 Advisor, not salesperson
Formula:
Re-Engagement =
New Relevance
Better Timing
Consistent Follow-Through
Practice Framework
Role play:
End of appointment → “thinking about it”
Missed appointment
Old lead reactivation
Switch roles regularly
Practice verbally (not just text)