Overview
Standards at a Glance
Everything you need to know before you dial.
Speed to Lead
Instant
Dial the moment the lead hits the pipeline
Dial Attempts
3 minimum
Before moving to next day stage
Voicemail
3rd attempt only
Never on 1st or 2nd
Confirmations
Automated
You do not send these manually
What You Do on Every Call 1
- Check GHL first. Read the project type and scope pre-filled from the funnel. That is your starting point.
- Dial instantly. They passed the funnel qualifiers. No reason to wait.
- Get them talking. Ask what they are looking at getting done, then listen.
- Confirm decision makers. Make sure the right people will be at the appointment.
- Give a price range. Use the bronze/silver/gold reference. Sets expectations before the estimator arrives.
- Book with two options. Never ask "when are you free?" Give two specific slots.
- Log detailed notes. Scope, timeline, budget reaction, access details, decision makers. Everything the estimator needs.
Pipeline Stages You Own
- New Lead - dial instantly
- Day 1 through Day 5 - move through as attempts are exhausted each day
- Not Interested - only when lead explicitly declines
- Prospect Scheduled - move here immediately after booking
- Prospect Scheduled and Called - move here after Call 2 is done
- DQ Booking - if something disqualifying surfaces after booking
- Cancelled Booking - message Sophie in Discord immediately, then templated text to client if no response in 30 min
- Long Term Follow Up - genuinely interested, bad timing
Estimate Sent, Job Won, Job Lost are not yours to move. Those are updated by the client and Sophie.
Client Messaging Rules
- Appointment-related messages: You can respond directly. Rescheduling, confirming times, questions about a booked lead.
- Everything else: Tell them to message Sophie and let Sophie know in Discord immediately.
- If unsure whether it is appointment-related: Escalate. Do not guess.
Script
Call 1 - Book or Confirm
Target: 5-10 minutes. Goal: qualify, price expectation, book or disqualify.
1
Opener
"Hey [NAME], it's [YOUR NAME] calling from [CLIENT COMPANY]. You filled out a form a few minutes ago about getting an estimate for your [niche]. Did I catch you at an okay time?"
If no: "No worries, when's a better time to give you a quick call back?" - log callback time, do not push.
2
Permission and Frame
"Perfect. I just need to run through a few quick questions to make sure we can actually help you properly, and then I'll get everything confirmed with the estimator. Should only take a few minutes."
They said yes to the call. Now they have agreed to the process. You are running this, not them.
3
Project Scope - Get Them Talking
Key
"So tell me about the project - what are you looking at getting done?"
Let them talk. Do not cut in. The more they describe it unprompted, the more committed they become.
Follow-up questions:
"And is it just that area or have you been thinking about other parts of the [home / kitchen / property] as well?"
"How long have you been sitting on this one?"
"What's brought you to the point of getting it sorted now?"
That last question is the most important one on the call. Someone with a real answer will show up. Someone who hums and haws is a risk. Probe it.
"How many rooms / which parts of the exterior are we talking? And what's the current condition - any damage, peeling, anything they should know about before they arrive?"
"Roughly how many cabinet doors? And is it the full kitchen or just certain sections?"
"How many windows roughly, and do you know if they're standard sizes or anything custom?"
"Is this a full renovation - everything coming out - or more of a refresh? Like keeping the layout and updating the cabinets, countertops, or fixtures?"
"Roughly how big is the space? And is the layout staying the same or are you thinking about moving anything around?"
Decision maker check is critical in this niche. Kitchen and bath is a high-ticket household decision. Both partners need to be at the appointment. Confirm this in Step 5 and do not book without it.
Prestige Remodeling — Funnel Answers to Check
Q1 Project type: Cosmetic update / Full remodel / Custom/luxury / Not sure yet
Q2 Layout: Keeping current / Want changes / Not sure
Q3 Budget: Under $25K / $25K–$50K / $50K–$75K / $75K+
Q4 Timeline: ASAP / 1–3 months / 3–6 months / Just researching
Q2 Layout: Keeping current / Want changes / Not sure
Q3 Budget: Under $25K / $25K–$50K / $50K–$75K / $75K+
Q4 Timeline: ASAP / 1–3 months / 3–6 months / Just researching
DQ: "Just researching" on timeline. Under $25K on budget — probe before booking. No outside work (windows, siding, roofing, decks).
"And have you had any other quotes done on this already, or are you still at the first stage of getting prices in?"
If they've had other quotes - note it. The estimator needs to know they're being compared.
4
Timeline
Qualify
"Roughly when are you looking to get this done?"
If no real timeframe: "Got it. We tend to work best with people who have at least a rough window in mind, even if it shifts a bit. If you're still in early research mode there's no pressure - it just means we might not be the right fit right now. Is this something you're actively looking to move on, or more just getting a feel for things?"
If genuinely just browsing - do not book. Move to Long Term Follow Up. Note to follow up in 4-6 weeks.
If genuinely just browsing - do not book. Move to Long Term Follow Up. Note to follow up in 4-6 weeks.
5
Decision Maker
"And will it just be yourself there for the appointment, or is there a partner or spouse involved in the decision?"
If partner involved: "Worth making sure they're there on the day - just so the estimator can go through everything with both of you and give you an accurate number on the spot rather than having to come back."
If partner can't make it - flag it in GHL notes. The estimator should know going in.
6
Price Expectation
Key
"One thing I always flag before the estimate, just so there are no surprises on the day. Based on what you've described, projects like yours tend to come in somewhere in the [BRONZE to GOLD range] depending on the exact scope. The estimator will give you the precise number once they've seen it - but does that range feel roughly in line with what you had in mind?"
Check the Pricing tab for the right range based on what they've told you. Use their rooms / house type / window count to pick the tier. For Prestige Remodeling KB leads: Cosmetic $18K–$35K / Standard full $35K–$65K / High-end $65K–$120K+. Starting price in ads is $20K — use that as your anchor.
If they say that's way over budget: "It can vary quite a bit depending on the specifics, so it's worth having the estimator take a look - they might be able to suggest a different scope that works within your budget. Does that make sense?"
If they genuinely can't stretch anywhere near the range: Disqualify. Do not send the estimator out blind.
If they genuinely can't stretch anywhere near the range: Disqualify. Do not send the estimator out blind.
7
Book - Two Options Only
Book
"Great. Let me get you into the calendar. [CLIENT COMPANY] has [DAY] at [TIME] or [DAY] at [TIME] - which works better for you?"
Never ask "when are you free?" Always give exactly two options. Open-ended questions create friction and delay.
Prestige Remodeling calendar: Monday 8am–5pm and Friday 8am–5pm only. Saturday emergency only. No Tue/Wed/Thu. No Sundays.
8
Tie-Down and Final Notes
"Perfect. So you're confirmed for [DATE] at [TIME]. You'll get a text confirmation through shortly. Before I let you go - is there anything specific you want the estimator to know about the project? Anything about access, the property, or anything you've been thinking about that I haven't asked?"
Let them talk. Everything they say goes into GHL notes.
GHL Notes Checklist
- Project type and scope in their own words
- Specific areas, rooms, windows, or surfaces
- Current condition of what's being worked on
- Timeline and the reason behind it
- Other quotes received (yes/no, how many)
- Decision makers attending
- Budget reaction to the price range
- Access or property details
- Adjacent services mentioned
Script
Call 2 - Day Before Confirmation
Target: 5-8 minutes. Confirm, deepen notes, surface upsells.
1
Opener
"Hey [NAME], it's [YOUR NAME] from [CLIENT COMPANY]. Just giving you a quick call ahead of your appointment tomorrow at [TIME] - still all good your end?"
If they need to reschedule: "No problem at all - we've got [OPTION A] or [OPTION B], which works better for you?" Two options immediately. No open-ended question.
2
Reference Call 1 Notes
Key
"Great. So when we spoke [the other day / last week], you mentioned [SPECIFIC DETAIL FROM GHL NOTES - e.g. the paint on the exterior has been peeling for a couple of years / you've been putting the kitchen off for a while / the windows are original to the house]. Is that still the main thing you're wanting sorted, or has anything changed since we spoke?"
Using their own words back to them signals the estimator will be prepared and re-anchors their reason for booking. Both increase show rate. Read the GHL notes before you call.
3
Scope Deepening
"Just to make sure the estimator has everything they need before they come out - has anything come up since we spoke that's worth flagging? Anything you've noticed, or anything you've been thinking about adding to the scope?"
"And is access straightforward on the day, or is there anything they should know - parking, gate codes, anything like that?"
4
Decision Maker Reconfirm
"And [partner's name / your partner] will be there tomorrow as well?"
If not: "It's worth seeing if they can make it - just so the estimator can go through everything with both of you and give you an accurate number on the spot. Is there any chance they could be around?"
If definitely not - flag it in GHL. Estimator needs to know.
5
Upsell - Natural, Not Pushed
Key
"One other thing while I've got you. Quite a few people who get [primary service] done also ask about [adjacent service] while the team is already there. Is that something you've had in mind at all, or has it purely been the [primary job] for now?"
- Interior if they booked exterior (or vice versa)
- Deck staining
- Fence painting
- Garage floor coating
- Kitchen island
- Laundry room cabinets
- Bathroom vanity
- Additional rooms
- Patio or sliding doors
- Storm windows
- Kitchen booked — ask about bathrooms
- Bathroom booked — ask about kitchen or second bathroom
- Either — ask about laundry room or utility space if relevant
- If they mentioned flooring or tile — flag it for the designer
If yes: "Worth mentioning to the estimator tomorrow, they can factor it in and give you a combined number." Log clearly in GHL. If no: leave it.
6
Surface Hesitation
"Is there anything you're still unsure about ahead of tomorrow, or any questions you want me to pass on to the estimator before they come out?"
Give them the chance to raise doubts now. A doubt raised now can be addressed. A doubt left overnight becomes a no-show.
7
Close and GHL Notes
Close
"Perfect. You're all set for [DATE] at [TIME]. The estimator will give you a call if they're running early. We'll see you tomorrow."
GHL Notes Checklist
- Confirmed who will be at the appointment
- Scope changes or additions mentioned
- Access details flagged
- Other quotes in play (updated)
- Upsell interest noted and what specifically
- Any hesitation raised and what was said
- Any questions passed to the estimator
Reference
Pricing - Bronze / Silver / Gold
Use these ranges when setting price expectations on Call 1. Always check the client profile for cabinet-specific rates.
Ask: how many rooms, which ones, ceiling height, condition, color change?
| Scope | Bronze | Silver | Gold |
|---|---|---|---|
| 1-2 rooms | $800 | $1,400 | $2,000 |
| 3-4 rooms | $1,800 | $3,000 | $4,500 |
| 5-6 rooms | $3,000 | $5,000 | $7,500 |
| Whole house (under 1,500 sqft) | $3,500 | $5,500 | $8,000 |
| Whole house (1,500-2,500 sqft) | $5,500 | $8,500 | $13,000 |
| Whole house (2,500sqft+) | $8,000 | $13,000 | $18,000+ |
Pushes toward Gold: ceilings above 9ft, heavy furniture, lots of trim, significant wall repairs, drastic color change.
Ask: house type, how many stories, color change, any complex areas (dormers, outbuildings)?
| House Type | Bronze | Silver | Gold |
|---|---|---|---|
| Ranch / Bungalow (1 story) | $2,500 | $4,000 | $6,000 |
| Standard house (2 story) | $4,000 | $7,000 | $10,000 |
| Large house (bigger 2 story) | $6,500 | $10,000 | $15,000 |
| Large / complex (3 story+) | $9,000 | $13,000 | $20,000+ |
Pushes toward Gold: drastic color change, wood siding needing significant prep, brick or masonry, dormers, multiple structures.
Use the client's exact per-door rate. Select the client, enter door count.
Select client and enter doors
| Client | Per Door | Notes |
|---|---|---|
| Fresh Coat Painters of Cumming | $140 | |
| Artisan Painting | $150 | |
| Woodiwiss Painting | $200 | |
| Paint Masters | $120 | |
| Quality Cabinet Coatings | $140 | |
| Prestige Design | $140 refinish / $220 reface | Only client offering refacing |
| White Eagle Home Improvement | $200 | |
| Trade & Craft Fine Finishes | $165 | |
| Yeras Painting | $150 | |
| Delaware Valley Restoration | $145 | |
| Integrity Painting | $200 | |
| Golden Rule Painting | $150 | Downsell to $130 possible |
| Hill Country Painting | $150 + $50/drawer | Ask for drawer count too |
| Unleashed Painting | $150 | Downsell to $130 possible |
Ask: how many windows are you looking at replacing?
| Window Count | Bronze | Silver | Gold |
|---|---|---|---|
| 1-5 windows | $1,500 | $3,500 | $5,500 |
| 6-10 windows | $4,000 | $7,500 | $11,000 |
| 11-15 windows | $7,000 | $12,000 | $17,000 |
| 16-20 windows | $10,000 | $16,000 | $22,000 |
| 20+ windows | $14,000 | $20,000 | $28,000+ |
Pushes toward Gold: premium frames, large or custom sizes, bay/bow windows, hard-to-access locations.
Ask: how many windows need attention and what's the issue?
| Windows to Repair | Bronze | Silver | Gold |
|---|---|---|---|
| 1-2 windows | $150 | $300 | $500 |
| 3-5 windows | $400 | $750 | $1,200 |
| 6-10 windows | $800 | $1,500 | $2,500 |
| 10+ windows | $1,500 | $2,500 | $4,000 |
If the repair scope is large, redirect toward full replacement pricing. A repair quote on a house that needs replacing wastes the estimator's time.
Ask: how many windows total in the home? Present as potential full replacement so expectations are set at the higher end.
| Total Windows | Repair likely | Mixed | Full replacement |
|---|---|---|---|
| Up to 10 | $500 | $4,000 | $9,000 |
| 11-20 | $1,000 | $8,000 | $16,000 |
| 20+ | $2,000 | $14,000 | $25,000+ |
"The estimator will tell you on the day whether it's repair or replacement - but so you're not going in blind, if it turns out to be a full replacement the range for a home like yours is typically [SILVER to GOLD range]. Repair only would be significantly less."
Ask: cosmetic update or full remodel? Keeping layout or making changes? Rough size of the kitchen? What upgrades matter most?
| Kitchen Remodel | Bronze | Silver | Gold |
|---|---|---|---|
| Cosmetic remodel (repainting, countertops, backsplash, sink, minor electrical/plumbing, flooring) | $18K | $25K | $35K |
| Standard full remodel (new cabinets, quartz countertops, tile, flooring, lighting, plumbing, appliances) | $35K | $50K | $65K |
| High-end / custom (custom cabinetry, layout changes, wall removal, luxury appliances, premium stone, structural work) | $65K | $90K | $120K+ |
| Flooring | Rate | ||
|---|---|---|---|
| LVP installation (incl. removal of old carpet or LVP, quarter round) | $8–$9 per sqft | ||
Pushes toward Gold: layout changes, wall removal, island addition, moving sink or appliances, luxury appliances, custom cabinetry, premium stone, structural/electrical/plumbing upgrades.
Under $25K budget: flag it. The minimum job is $18K but anything under $25K is borderline. Surface the budget reaction carefully and note it in GHL. Do not book if they clearly cannot stretch to the cosmetic range.
Starting price for ads: "Starting at $20K" — that is what Prestige uses in their advertising. Use this as your anchor when setting price expectations.
Reference
Client List
Check this before every call. Know what the client offers and their cabinet pricing if applicable.
Painting + Cabinets
15 clientsFresh Coat Painters of CummingPainting + Cabinets▶
Cabinet rate: $140/door refinishing
Status: Active
Artisan PaintingPainting + Cabinets▶
Cabinet rate: $150/door refinishing
Status: Active
Woodiwiss PaintingPainting + Cabinets▶
Cabinet rate: $200/door refinishing
Status: Active
Paint MastersPainting + Cabinets▶
Cabinet rate: $120/door refinishing
Status: Active
Quality Cabinet CoatingsPainting + Cabinets▶
Cabinet rate: $140/door refinishing
Status: Active
Prestige DesignPainting + Cabinets▶
Cabinet rate: $140/door refinish, $220/door reface
Note: Only client offering refacing
Status: Active
White Eagle Home ImprovementPainting + Cabinets▶
Cabinet rate: $200/door refinishing
Status: Active
Trade & Craft Fine FinishesPainting + Cabinets▶
Cabinet rate: $165/door refinishing
Status: Active
Yeras PaintingPainting + Cabinets▶
Cabinet rate: $150/door refinishing
Status: Active
Delaware Valley RestorationPainting + Cabinets▶
Cabinet rate: $145/door refinishing
Status: Active
Integrity PaintingPainting + Cabinets▶
Cabinet rate: $200/door refinishing
Status: Active
Golden Rule PaintingPainting + Cabinets▶
Cabinet rate: $150/door (downsell to $130 possible)
Status: Active
Hill Country PaintingPainting + Cabinets▶
Cabinet rate: $150/door + $50/drawer
Note: Ask for drawer count on cabinet calls
Status: Active
Unleashed PaintingPainting + Cabinets▶
Cabinet rate: $150/door (downsell to $130 possible)
Status: Active
Merners Painting LLCPainting + Cabinets▶
Location: Houston TX + Winnipeg, Manitoba (two markets)
Services: Interior/exterior painting, cabinets, deck/fence staining, concrete sealing, epoxy flooring, commercial line painting
Cabinet rate: $125–$150/door, $100/drawer, $400–$800 prep
Interior pricing: $4–$6/sqft
Exterior pricing: $2–$5/sqft
Concrete sealing: $1.50–$3/sqft
Deck/fence staining: $1.50–$3/sqft
Epoxy flooring: Flakes $5.50/sqft, metallic $9–$11/sqft
Starting price for ads: Full interior/exterior starting at $5K
Finance: 0% WAC Hearth financing available (Houston only)
Warranty: 1 year application warranty
Calendar: 7am–9pm 7 days a week
Status: Active
Painting Only - No Cabinet Work
4 clientsSparky Custom PaintingPainting Only▶
Cabinets: Not offered. Do not mention.
Status: Active
NY Painting & CoatingsPainting Only▶
Cabinets: Not offered. Do not mention.
Status: Active
WJS ServicesPainting Only▶
Cabinets: Not offered. Do not mention.
Status: Active
DomoldingPainting Only▶
Cabinets: Not offered. Do not mention.
Status: Active
Windows & Doors
7 clientsREU Windows Doors DesignWindows + Doors▶
Location: Colorado — Denver, Boulder, NoCo, Front Range (Central Time)
Services: Window installs, entry doors, sliding doors, patio doors, French doors. Siding also offered.
DQ on service: Single window replacements, just glass replacement, just storm door. Minimum 6 windows for multi-window projects.
Pricing: Custom per window — no bracket pricing. No starting price listed. Fully customizable/made to order.
Finance: Colorado Clean Energy Fund (CCEF). 0% for 18 months through HEARTH for qualified buyers.
Warranty: Double lifetime warranty — covers frames, seals, locks, glass, moving parts. Transfers to next homeowner. 10-year color warranty.
Restricted: Do NOT use phrase "a better way" — trademarked by competitor.
Calendar: Mon 9am–6pm, Tue 2–7pm, Wed 9am–6pm, Thu 9am–6pm, Fri 9am–6pm, Sat 12pm–6pm, Sun 1pm–6pm
Decision makers: Confirm both homeowners present at consultation.
Status: Active
TruNorth ExteriorsWindows + Exterior▶
Owner: Tyler Carr
Location: Spokane, Washington State (Pacific Time)
Services: Window replacement, siding, roofing, gutters, doors
DQ on service: No interior remodeling. Minimum 3 windows.
Pricing: Full house window replacement as low as $8,000. Varies by size, style, age of home, energy efficiency level.
Finance: 0 down, 0 interest up to 24 months.
Warranty: Lifetime transferable warranty including glass breakage.
Calendar: Mon–Sat 10am–6pm. No Sundays.
Decision makers: Dual income homeowner couple — both need to be present.
Status: Active
ArmorGuard ExteriorsWindows + Gutters▶
Owner: Colby Booth
Location: Jacksonville/St Johns area, Florida (Eastern Time)
Services: Replacement windows, hurricane impact windows, sliding glass doors, gutter replacement, gutter protection. Soffit and fascia.
DQ on service: No entry doors, no repairs or services. No siding. $1,200 minimum on gutter jobs. Windows: 3+ minimum.
Pricing: Do not mention pricing on the phone. Offer: free installation + 15% off windows. Gutters: free cleaning with Gutter Helmet purchase.
Finance: 18 months 0% interest.
Warranty: 50-year material warranty on gutters. Windows: 25-year no-fault glass breakage warranty.
Calendar: Mon–Fri 9am–6pm, Sat 10am–2pm. Closed Sundays.
Status: Active
Window Source of TampaWindows + Doors▶
Location: Tampa, Clearwater, Sarasota — Hillsborough, Pinellas, Pasco, Sarasota, Manatee counties, Florida (Eastern Time)
Services: Windows, sliders, exterior door installs. Impact rated windows and exterior doors.
DQ on service: No interior doors, no patio screen doors.
Pricing: No phone quotes — price depends on width, height, frame depth, trim, squareness, structural variations. In-home only.
Finance: 18 months 0% financing, no interest 0% APR.
Warranty: Lifetime warranty.
Calendar: Mon–Fri 10am–6pm, Sat 12pm–4pm, Sun 10am–4pm
Decision makers: Homeowners only — confirm not a rental.
Status: Active
Storm Door ProStorm Doors▶
Owner: William Rosen
Location: Massachusetts — 15-mile radius of 02494 (Eastern Time)
Services: Storm door installation and replacement only.
DQ on service: Round/arched top storm doors are a DQ. Storm doors only — no other window or door work.
Pricing: All-in-one pricing: $1,249 covers door, install, and measurement. One price, no surprises.
Finance: None.
Warranty: Workmanship + manufacturer warranty. See website.
Calendar: Mon–Sun 8am–6pm
Status: Active
EcoView Windows & Doors of Rhode IslandWindows + Doors▶
Owner: Michael Sarah
Location: Rhode Island, Massachusetts, Connecticut (Eastern Time)
Services: Window replacement, door installation. Vinyl insulated windows, fiberglass entry doors, energy efficient patio sliding doors.
DQ on service: No siding, no roofing. Windows and doors only.
Pricing: N/A listed — in-home estimate only.
Finance: 12 months no interest.
Warranty: Lifetime warranty.
Calendar: Mon–Fri 9am, 1pm or 5pm slots. No weekends.
Status: Active
Rescom ExteriorsWindows + Doors▶
Owner: Scott Merrell
Location: MA, RI, CT, NH (Eastern Time)
Services: Replacement windows, doors, sliding glass doors, bay windows, bow windows.
DQ on service: Products offered only — no repairs or services outside core product range.
Pricing: No specific pricing provided. Offer: 50% off installation.
Finance: Yes — details to be confirmed with client.
Warranty: Yes — details on website.
Calendar: Mon–Sat 10am, 2pm or 6pm slots. No Sundays.
Status: Active
Other Niches - Not Active for B2C Calls
2 clientsM&M RoofingPaused▶
Niche: Roofing
Status: Ads paused. No B2C setter calls.
Green Sphere DemolitionPaused▶
Niche: Pool demolition
Status: Ads paused. No B2C setter calls.
Kitchen & Bath
ActivePrestige Remodeling LLCKitchen & Bath▶
Owner: Sergio Palacios
Location: Puyallup, Tacoma, Bonney Lake — Washington State (Pacific Time)
Services: Kitchens, bathrooms, flooring, full remodels and flips
DQ on service: No outside work — windows, siding, roofing, decks. No countertops/backsplash only jobs.
Minimum budget: $18K. Under $25K is borderline — surface it and flag.
Warranty: 5-Year Limited Workmanship Warranty — can be mentioned to leads.
Finance: No finance options available. Do not mention.
Calendar: Monday 8am–5pm, Friday 8am–5pm. Saturday emergency only. No Tue/Wed/Thu. No Sundays.
Decision makers: Both husband/wife must be present. Do not book without confirming.
Pricing: See Pricing tab — Kitchen & Bath panel
Status: Active
Reference
Objection Talk Tracks
What the lead says, what's really going on, and what to say back.
01
"I need to think about it."
▶
What's really happening
They are not against it. They are just not fully convinced it is worth their time yet. The real blocker is usually that they did not feel enough of a reason to commit on the call.
"Totally get it, no pressure at all. Just so I understand - is it more about the timing, the cost, or is there something specific you want to look into first? Because the appointment is completely free and the estimator can give you the exact numbers rather than you trying to figure it out yourself."
Identify the actual blocker. Do not try to close again until you know what you are closing against.
02
"My partner needs to be involved."
▶
What's really happening
This is often genuine. It is not a brush-off. They just cannot commit without the other decision maker.
"Absolutely, that makes total sense - this is a decision for both of you. That's exactly why I wanted to ask. When would you both normally have time together? Even 45 minutes on a weekday morning works. The estimator comes to you, so there's no travel involved."
Get them to name a time when both can be there. Book it for that time. Do not leave it as "whenever you're both free."
03
"Can you just send me more information?"
▶
What's really happening
They want to slow things down. Usually means they are not convinced the call is worth their time yet, or they feel a little pressured.
"Of course - I can do that. Just so I can point you to the right stuff, what's the main thing you'd want to know before the appointment? Is it the pricing, the process, or something else?"
Find out what they actually want to know. Often you can answer it on the call and then book. If they still want info first, agree, send it, and set a specific callback time.
04
"I've already got someone coming out."
▶
What's really happening
They are comparing. This is not a "no." They submitted the form because they are not set on the other person yet.
"That makes sense, you should always get a few quotes. The nice thing is our estimator can usually come out pretty quickly, so you'd have something to compare against before you decide. Does it make sense to get our number too so you've got a proper comparison?"
Frame it as being useful for their decision, not competing. Getting a second quote is just good sense and they know it.
05
"I'm not ready yet."
▶
What's really happening
Either the timing is genuinely off, or they got cold feet after filling in the form. Find out which one it is.
"That's totally fine - I appreciate you being straight with me. Just out of curiosity, is it more that the timing isn't right right now, or is there something else that's making you hesitant? I'm just trying to figure out if this is something we should follow up on in a month or two, or whether it's just not a fit."
If it is timing, set a specific follow-up date and move to Long Term Follow Up. If they cannot give a reason, close it out. Do not chase indefinitely.
06
"How much does it cost?" (after you've already given the range)
▶
What's really happening
They want a more specific number than you gave. Or the range you gave surprised them and they are probing.
"Yeah, I completely understand - I wish I could give you an exact number right now. The honest answer is it really does depend on what the estimator sees when they're there. That range I gave you covers most jobs we see, and the estimator will give you the exact price on the day. Does that range still feel workable for you?"
Hold the range. If they keep pushing for an exact number, acknowledge it and reinforce the value of the appointment. If the range is already too high, surface that now rather than wasting the estimator's time.
07
"I'll call you back."
▶
What's really happening
Almost never happens. This is a polite exit. Something on the call made them not want to commit.
"Of course - what I'd rather do is take the pressure completely off you. Can I just book something in that you can cancel if you change your mind? That way you've got a slot held without committing to anything. Does that work?"
Give them an easy out that is still a booking. A tentative booking beats no booking. They can cancel but they often do not.
08
"I'm too busy right now."
▶
What's really happening
They might genuinely be busy. Or they did not feel enough value to prioritise this.
"Completely get it - the estimator comes to you, so there's no time wasted travelling anywhere. Most people find 45 minutes in the morning or late afternoon works. Is there a day in the next couple of weeks that tends to be a bit quieter for you?"
Make it easy. The estimator goes to them. That removes the biggest practical barrier. Push for a specific date rather than leaving it open.
Training
How to Sell Over the Phone
ScalePrediction principles for every call. No scripts required. Just understand these and apply them.
Make the Lead Feel Heard First
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People do not buy from people who are waiting for their turn to speak. Ask a question, then actually listen. Use what they said back to them in the next sentence. It costs nothing and it changes everything.
Most calls fail because the setter is already thinking about the next question while the lead is still talking. Slow down. The lead can feel whether you are genuinely listening or just processing.
Genuine Interest Beats Technique
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If you are genuinely curious about someone's project, that comes through. If you are running through a checklist waiting to get to the booking, that comes through too.
The leads who feel like you actually gave a damn about their situation are the ones who show up. The ones who felt like they were being processed are the ones who do not answer the confirmation call the next day.
Detachment from the Outcome
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The moment you need the booking more than the lead needs the appointment, you have lost. Your job is to find out if you can help them and then get them in front of someone who can. That is it.
The setter who calls with that mindset books more than the one who is chasing a number. Neediness is detectable. It comes through in pace, tone, how you handle a hesitation. The antidote is genuinely not caring whether this specific lead books today.
Agreement Before Anything Else
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Never argue with a lead. Never tell them they are wrong. If they say something you disagree with, find the part of it you can agree with first.
"That makes sense" or "I get that" before anything else. People do not hear what you say after you tell them they are wrong. They just stop listening. Agreement first opens the door. Then you can move them.
Tone Matters More Than Words
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What you say is about 20% of it. How you say it is the rest. Calm, unhurried, genuinely interested. Not bouncy, not scripted, not desperate.
If a lead can hear you smiling and relaxed, they relax too. If they can hear you rushing, they put their guard up. A slow pace signals confidence. A fast pace signals anxiety. When a call is going sideways, slow down your speech first. It changes the dynamic.
Short Questions, Long Answers
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The best questions are short. "Tell me about the project." "What's prompting you to sort this now?" "What's been stopping you?" The lead talks, you learn.
The more they talk, the more committed they become to what they are saying. By the time you ask them to book, they have already been explaining to you why they want this done. They have convinced themselves.
The Reason Behind the Reason
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"What's brought you to the point of getting it sorted now?" is the most important question on the call. Someone with a real answer will show up. Someone who hums and haws is a risk.
You are not looking for what they want done. You are looking for why now. The why now is what drives someone to actually open their door and let an estimator in. Without it, even a confirmed booking is fragile.
Never Push, Guide
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Pushing a lead to a decision they are not ready for loses them. Guiding them to a decision they arrive at themselves keeps them.
The difference is whether you are presenting information or closing for the sake of it. When someone feels pushed, they push back. When someone feels like they came to a decision themselves, they own it. That is the lead who shows up, the one whose partner is there, the one who does not cancel at 10pm the night before.