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Asking Additional Questions During the Call 

When scheduling appointments detail is KEY. Make sure to ask for detailed information on what the customer is calling for. 

1     Plumbing - Drain Questions to ask/Script 

  • What is not draining properly?

  • Are there other drains affected?

  • If so, what drains?

  • Do you know if you have a Cleanout on site?

  • If so, where?

  • (A Cleanout is a small cap on the wall or ground. It’s where the techs can run their snake to access the main sewer line or laundry line.)

2     Water Heater Questions to ask/Script

  • Is this a Tanked or Tankless

  • Is the unit Leaking?

  • If so, from the top or bottom?

  • How old is the unit?

  • Are you the Homeowner?

  • Will you be the main contact on site?

3     Plumbing - Standard Questions to ask/Script

  1. Can you describe the plumbing issue you're experiencing?

  2. How long has the problem been happening?

  3. Is there any visible damage or leaks (e.g., puddles, stains on the ceiling, or walls)?

  4. Is the issue affecting multiple fixtures or just one (e.g., toilet, sink, shower)?

  5. Is there any standing water or flooding?

  6. Are you experiencing low water pressure or no water flow at all?

  7. Are you noticing any strange noises, smells, or odors coming from the pipes or fixtures?

4     HVAC Service Diag Questions to ask/Script

1: How did you hear about us?

2: Is this your personal property or rental property?

3: How long have you lived in the home ? (Based on the answer for #1)

4: Do you have a central heating and cooling system?

5: Where is the heater located?

6: Can you give me a brief description of what kind of issues are you guys experiencing?

7: Do you happen to know how old your furnace is? (Based on the location we can ask for a photo so we can attach on file.)

8: Is this the first time you using your heater this winter?

9: Are you having any airflow coming out of the vents

10: When was the last time you had it serviced.

5     HVAC Sales Questions to ask/Script

  • Will all decision makers be home and available for the consultation?

  • How old is the unit?

  • Does the system turn on or off?

  • How soon are you looking to get this done?

  • Is the system accessible for the CA to examine?

  • Would you like to explore our easy payment plans during your consultation?

  • Are there any other questions or concerns you'd like me to add to the notes for the CA preparation?

4     HVAC Service Tune-Up Questions to ask/Script

1: How did you hear about us?

2: Is this your personal property or rental property?

3: How long have you lived in the home ? (Based on the answer for #1)

4: Do you have a central heating and cooling system?

5: Where is the heater located?

7: Do you happen to know how old your furnace is? (Based on the location we can ask for a photo so we can attach on file.)

8:Are you experiencing any issues with the heater or air conditioner?

9: Are you having any hot or cold spots in the home?  

10: When was the last time you had it serviced? ( based on the answer follow up with why did you wait so long for a tune up?

11: Have you heard about all our maintenance services?

12: When was the last time you had your ducts cleaned or inspected?

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