Live appointment support

Utilities Sales Coach

Prepare confidently, guide better conversations, handle objections naturally and close with clarity.

Offer and wording settings

Keep changing offers and service claims in one place. These settings are retained when an appointment is cleared.

Appointment Preparation

Capture what you already know. Leave anything unknown blank.

Step 1

ProspectNot entered

Main pain pointNot entered

Prospect details

Prospect nameYour name

How do you know them? Rapport reminder Main pain point / reason for appointment

Pre-call discovery details

These figures will automatically populate the comparison.

Energy

Current supplierMonthly cost (£)Tariff / notes

Broadband

Current providerMonthly cost (£)Speed / package

Issues / concerns

Mobiles

Other discovery information

Start Appointment

What happened when you called?

Step 2

Prospect—

Main pain point—

Rapport reminder—

Prospect—

Main pain point—

Rapport reminder—

Opening and recap

Use this naturally rather than reading it word for word.

SUGGESTED OPENING

Prospect—

Current stageFirst five-minute wait

Prospect—

Main pain point—

Rapport reminder—

Live Presentation Support

Quick reminders to glance at while speaking.

Step 3

1 Listen→2 Explore→3 Link→4 Check

Conversation notes

Capture anything that should shape the recommendation or follow-up.

Add a note

Prospect—

Why they enquired—

Objection handling

Understand before answering

Acknowledge, clarify, respond and confirm.

1

Acknowledge

2

Clarify

3

Respond

4

Confirm

Saving amount (£) Saving period

This will populate automatically with the yearly saving when a positive saving has already been calculated. Otherwise, enter the amount manually.

Prospect unsure or objection unclear?

Looping means calmly revisiting the recommendation service by service, using the details from the quote to reinforce the value and help uncover what is really holding them back.

Use the looping script when the prospect seems unsure but has not raised a clear objection, or when you are not yet certain which objection needs handling.

Search objections

Prospect—

Why they enquired—

SAY THIS

Okay, let’s put what you’ve currently got side-by-side with the recommendation, so we can see the overall picture properly.

Current services vs recommendation

Services start unticked and are selected automatically once the required price fields are complete. You can still untick any service you do not want included.

Include energyAuto-selected when both monthly costs are entered

Energy

Current details are populated from discovery.

Current supplier Current monthly cost (£) New monthly cost (£) Fixed until

Tariff / comparison notes

Include broadbandAuto-selected when both monthly costs are entered

Broadband

Current details are populated from discovery.

Current provider Current monthly cost (£) Current speed / package New package / speed New monthly cost (£)

The new quote includes Full Fibre free for the first six months

Mobiles

Discovery SIMs appear automatically. Add any others needed for the comparison.

Insurance & protection

Add boiler cover or income cover where relevant.

Estimated yearly cashback applicable Estimated yearly cashback (£) Welcome bonus amount (£)

Temperature check

How does the prospect seem?

This is for you to gauge. Think about their tone of voice, body language, facial expression and how the result appears to have landed.

Do not ask them to choose one of these options.

Use your judgement based on their response and the overall feel of the conversation.

Looping support

Slow down and revisit the value

Recap only the services included in the comparison and highlight the relevant improvements. Avoid comparing individual service prices; bring the overall figures together at the end.

Do not simply repeat the original presentation.

Take each service one at a time, remind them of the package and improvements, and keep the individual recap focused on value rather than price. Use the overall totals only when you bring everything back together.

SAY THIS — ADAPT NATURALLY

Close script

Ask for the business

Deliver this naturally and confidently, then allow the customer to answer.

SAY THIS

Then stop talking.

Do not weaken the close by adding another explanation. Give them space to answer.

Appointment outcome

Record the decision and next action

OutcomeServices proceeding or being followed upReason / decision detail

Follow-up dateNext action

Final notes

CRM summary

Appointment record ready

Select and copy it into the CRM.

Select the summary, then use Ctrl+C or your device’s copy command.