Seven transfers taken by Neil Sanchez on Monday 27 July 2026, scored against the Rundle Solar Transfer Script. One produced a power bill and a booked appointment. This is why the other six did not, and what to change.
Source: 7 EC-leg recordings (79:52 total) + Rundle Solar - Transfer Script.pdf
Transcribed on-device, Whisper large-v3-turbo · speaker attribution measured from dual-channel audio
n = 5 calls scored on the full flow · 1 correctly disqualified · 1 internal coaching call
Neil runs the front of the script almost perfectly and then stops running it right at the point where the appointment gets made. The gap is not skill, rapport, or product knowledge — all three are strong. It is that steps 15 to 20 are treated as optional. On the one call where he ran them in full, he got the bill and the appointment on the first try.
Scored against the 20 numbered steps of the Transfer Script. Steps 1–14 = greeting through “mail or online?”. Steps 15–20 = the bill ask through the booked inspection.
Share of the 5 scored calls where each closing step was performed. Partial credit counts as a half. The two steps that actually make an appointment feel real are the two that almost never happen.
| Call | Customer | Length | Steps 1–14 | Steps 15–20 | Total | Bill? | Outcome |
|---|---|---|---|---|---|---|---|
| 14:51 | Christopher | 26:31 | 14 / 14 | 6 / 6 | 20 / 20 · 100% | ✓ got it | Appointment set, Sat 4pm |
| 15:33 | David Potts | 20:43 | 13 / 14 | 2.5 / 6 | 15.5 / 20 · 78% | ✗ none | Callback 7:45pm |
| 19:36 | Kamal Barati | 10:12 | 13.5 / 14 | 2 / 6 | 15.5 / 20 · 78% | ✗ none | Callback Monday 12:15 |
| 13:38 | Braxton Robbins | 7:21 | 13.5 / 14 | 1 / 6 | 14.5 / 20 · 73% | ✗ none | No appointment, may follow up |
| 17:59 | Margaret Perrini | 5:56 | 11 / 14 | 1.5 / 6 | 12.5 / 20 · 63% | ✗ none | Callback 7:30pm for husband |
| 16:48 | Edward Whitaker | 6:49 | not scored — correctly disqualified | n/a | Not interested (already has solar) | ||
| 13:49 | Will — internal | 2:20 | not a customer call — coaching | n/a | Transfer dropped, lead mislabelled | ||
Partial credit (0.5) given where a step was attempted but not completed as scripted. Edward Whitaker excluded from averages: he already owned solar, so the flow legitimately stopped.
Christopher, 14:51, 26 minutes. This is the only call where Neil asked the customer to open the bill while still on the phone and then stayed on the line and navigated the app with him. It took about three minutes of patient screen-by-screen guidance.
12:39“Would you be able to pull that up real quick? We just need to take a look at the bar graph on the first page.”
13:02“It’s a bar graph that shows the kilowatt hour usage history for the past 12 months.”
14:33“Sure. Take your… by the way, I’m in no hurry.”
15:27Customer: “All right, I just sent it to you.”
Bill in hand, the rest of the script followed on rails: appointment offered immediately, both decision makers addressed, free home inspection explained, soft credit check framed correctly, appointment confirmed twice.
Worth noting he did this against resistance — the customer said at 14:40 “I’m in a little bit of a hurry, y’all called me at the wrong time.” Neil kept going politely and still got it. The other four calls had no such resistance and he did not ask.
ec6 · 03:11“I’m a married guy too, and I would not dare make a decision without my wife. I think if I did, I’d end up spending the night with the dog outside.”
Turns the “I have to ask my husband” brush-off into the script’s both-decision-makers step without any friction. Best single line in the batch.
ec3 · 14:34–15:38Named Rundle Solar as employer, US Solar as the lead source, Empower Solar as the installer, and sent his email unprompted.
The customer had just said he was worried about scams. This answer is why that call ended with “we are definitely interested.”
ec3 · 12:44“I like to get AEP on a three-way call, and in less than five minutes they’re able to submit the electrical. You wouldn’t want to do that real quick?”
This is excellent and it is not in the script. It should be. He only used it once, and 13 minutes in, after the customer had already deferred.
Edward Whitaker already had solar through a bankrupt installer and a $40k loan. Neil diagnosed it, gave honest free advice about tree shading, and disengaged in under 7 minutes without pushing a product that could not help. Right call. The setter should have caught it first — Edward said “I have solar” to Mark at 01:54 of the setter call.
The script says Would you mind pulling it up real quick? On four of five calls that became a vague,
future-tense question that invited a “later”:
ec1 · 05:24“How can we go about getting a picture, just the first page?”
ec7 · 07:38“What would you think would be a good idea on how to get that information from you guys?”
Neil already knows the cost of this. He said so out loud to a customer:
ec3 · 09:32“Honestly it’s like 90% of the time when I don’t get the bill on the first call, I don’t ever get it.”
This is the concrete, no-obligation thing the customer is actually agreeing to, and it is the script’s designated closing device. It appeared on exactly one call: the one that booked. Same story for the soft credit check (1 of 5). Without either, “a follow-up call” sounds like another sales pitch, so customers park it.
The script ends with I’ve got you down for [TONIGHT/TOMORROW] at [TIME] — does that still work?
That sentence was never said. Instead:
ec1 · 07:01“If I don’t hear back from you by tomorrow, it’s cool to follow up with you?”
ec7 · 09:29“So if I don’t hear back from you by Monday, it’s okay to follow up with you, right?”
Both hand control to the customer and set the expectation that nothing happens next.
Four of seven calls surfaced a fact that breaks qualification. The script has no branch for any of them, so Neil carried on or drifted:
| Call | What surfaced | Where | What happened |
|---|---|---|---|
| Margaret | Roof is failing and unaffordable to replace | 04:34 | Not addressed at all. Script requires 10–15 yrs of roof life. |
| David | Property is a rental; tenants hold the bill | 02:55 | Never resolved whose usage would be used; drifted to a second property. |
| Kamal | His father pays the electric bill | 05:02 | Father never engaged; bill requested from the wrong person. |
| Braxton | Bill is in his wife’s name; he is in class | 00:29 / 05:18 | Full script run at a distracted student, then a bill ask he could not fulfil. |
Margaret’s is the costly one. She told him the roof needs replacing and cannot be afforded. That is a disqualification or a roofing conversation, not a callback at 7:30pm.
ec2 · 22:11“I’m kind of a low level grunt here, just kind of talking about stuff I’ve heard other people talk about.”
Said to the one customer who was closing. The correct move is “great question — my project manager covers that in detail on the design call.” Same call, 20:12: “I believe their lifespan goes from like 35 to 45 years” — guessing on the record.
On ec2 Neil did live arithmetic before qualification and again at the end, putting hard numbers on an undesigned system: a $116 saving, a $230 monthly payment, then a 25-year total of “$70,000” versus “$113,000” (19:08). On ec3 he quoted “$165 or less” (16:43).
These are invented figures presented as fact to a customer who is deciding on money. They should come from a real design, not mental maths on a call.
ec7 · 01:38“If you find a buyer that’s willing to buy your home but doesn’t want the solar, I would just say that you didn’t really do that good of a job finding somebody to buy it.”
The script’s own answer to this objection (rebuttal 16) is far better. Use it.
Neil is being asked to run a document that goes quiet exactly where his calls fail. Some of this is not a coaching problem.
Rebuttal 7 — the answer to “how do I know you’re legit?” — tells the agent to say “365 Clean Energy is a trusted leader.” Rebuttal 16 tells them to say “have that new homeowner call us (Enfin)”. On the actual calls Neil says the company is Rundle Solar, the installer is Empower Solar, and the leads come from US Solar. That is five entities for one pitch, in the one rebuttal whose entire job is to build trust.
Rebuttal 16 names Ameren six times. Ameren is a Midwest utility. Every lead in this batch is Virginia, on AEP/Appalachian Power or Dominion. The script was lifted from another market and never localised, so the agent has to improvise the most complex objection in the book.
The bill ask goes straight from Would you mind pulling it up real quick? to
Perfect — thank you! It assumes a yes. There is nothing for a customer who is driving, cooking,
at work, or does not hold the account — which was 4 of 5 calls. Likewise nothing for a failing roof, an
existing system, a rental, or a third-party bill payer.
Share of attributed speech, silence excluded. Measured per channel from the dual-channel recordings. Lower is generally better on a consultative call.
Neil across 6 customer calls: 2860s vs 1341s of customer speech = 68%. The setters on the matching transfers ran at 78%. Neil is the better listener of the two roles.
Either the bill photo, or a booked appointment with a named time. “I’ll follow up if I don’t hear from you” is not an outcome. Neil’s own 90% stat says a deferred bill is a dead bill.
Then hold the line and navigate it with them, exactly as he did with Christopher. If they genuinely cannot, go to the three-way call with AEP immediately, not thirteen minutes later.
It is concrete, free, and obligation-free, which is why it works. Say it on every call, then use the script’s assumptive close verbatim: “I’ve got you down for tomorrow at 4 — does that still work?”
Ask “whose name is the electric account in, and are they available?” early. It would have saved most of Braxton’s call and all of Kamal’s. If the account holder is not on the phone, the goal of the call changes to booking a time when they are.
No monthly payment, no lifetime total, no panel lifespan, no savings figure until a real design exists. Replace with: “that is exactly what the design call covers, and you’ll have it in writing.” This protects the company and, on ec2, would have avoided putting “$70,000” in a customer’s head.
Localise it to Virginia utilities, settle on one company name, reconcile 620/660/670, add the three-way-call technique, and add a “no” branch plus a disqualification path for roof, rental, existing solar, and third-party bill payer. Four of seven calls needed a branch that does not exist.
Ratings are a judgement call from this 7-call sample and should be re-checked against a larger window before anyone’s comp is affected. n = 5 scored calls is well under any threshold for a stable rate.