Build connection, introduce yourself, and set the tone for the call.
Context
The customer has been live transferred to you because they're interested in getting help with their solar situation and exiting their solar contract. They've already shown interest. Your job is to build rapport, confirm their situation, and move into qualification.
Step 1: Introduction"Hi ______, this is ______ with Elite Recovery for your solar relief appointment, to see if we can help you get out of your solar situation. How are you today?"
Step 2: Let Them Vent"Before I tell you more about us and see if you qualify for a program, tell me a little bit about why you requested information — what's going on with your solar?"
Build the Connection
Talk about their challenges, let them vent, get their emotion going
NEVER rapid-fire questions. Acknowledge, react, then ask.
Phase 2 of 10
The Magic Wand Question
Identify their deepest pain point and desired outcome.
The Big Question"So, if I could do anything regarding your solar purchase, what would it be? In other words if I could wave a magic wand and change anything about your solar purchase, what would it be?"
LISTEN for the Pain Point
This is the most important moment in the call. Whatever they say here is what you'll anchor back to throughout the entire conversation.
Transition to Company Intro"Thank you for that, we should be able to help. Before I start gathering some information, let me tell you a little about us."
Company Introduction"Elite Recovery is a nationwide company that specializes in working with consumers to identify options to help with the financial burden your solar system has caused you. We help homeowners who were misled, pressured, or just sold a solar deal that didn't turn out like they were promised. We've helped thousands of people across the nation and have a simple process to see if you're eligible."
Phase 3 of 10
Building the File
Collect the basic information needed to build their case.
Transition"I just have a few quick questions to build your file."
Pro Tip
While they give you the address, do a quick Google Earth view to verify the property and confirm the solar panels are visible on the roof.
Phase 4 of 10
Solar System Deep Dive
Qualify the case — understand their contract, lender, and installer situation.
Transition"Ok, so regarding your solar system:"
Question 1
Do you have a loan, a lease, or a power purchase agreement for your solar?
Question 2
What year was your system installed?
Question 3
What was the total cost of your system?
Get the loan amount, not the payback total — the installed cost.
Question 4
What is your monthly payment? Has that price already been adjusted from the first 12-18 month "promo price"?
Calculate Total Payback
Quantify it: Monthly payment x 300 months = total payback over the life of the loan/lease/PPA.
Question 5
Who is the finance company for your loan/lease/PPA?
Conditional: Based on Lender
GoodLeap
Mosaic
Other
If GoodLeap"Are you aware GoodLeap is involved in a massive class action lawsuit in Minnesota over not disclosing their dealer fees? Don't feel bad, you are not alone — there are major predatory lending practices sweeping through the entire nation and it sounds like you are a part of that."
If Mosaic"Are you aware Mosaic recently filed Chapter 11 Bankruptcy on June 11th? We have many enrolled Mosaic clients and your timing is great if you are looking to get free from your Mosaic loan."
Continue with the standard flow. Take note of the lender name.
Question 6
Are you able to access your solar contract and your loan/lease/PPA documents?
Question 7
Do you remember the solar installer's company name?
Question 8
Is your installer still in business?
Question 9
Did your installer include a warranty on your system?
If out of business: they have nobody to fix it, they'd have to carry the cost.
Phase 5 of 10
System Performance
Uncover whether the system actually delivers what was promised.
Transition"Thank you for that, now regarding how your system is performing:"
Question 10
Do you know if your system is working properly?
Question 11
Does your solar system fully replace your electric bill?
Question 12 (If No)
How much is your average electric bill?
Question 13
Has it ever produced the power you were told it was supposed to?
Question 14
Do you remember what your average electric bill was BEFORE the solar was installed?
Key Empathy Line"Wow, so now you're stuck paying $____ per month between the solar payment and the electric bill — that's MORE than before you had solar. I can see why you're frustrated!"
Phase 6 of 10
Sales Process Investigation
Determine if the homeowner was a victim of deceptive sales practices.
Transition"Thank you, all of this info will help me qualify you. Now, the next area I need to understand is the sales process. Oftentimes people who went solar were victims of deceptive sales practices, big promises, inaccurate information, and at times high pressure."
Question 15
Did you seek out solar or were you solicited by a phone call or door-to-door sales rep?
Question 16
Did you feel pressured or misled into getting your solar system?
Question 17
Were you sold on the fact that you would NOT have an electric bill?
Question 18
Did your sales rep tell you you'd get a check for up to 30% the cost of your system from the government?
Question 19
Did you fully understand this was not a check, but a "tax credit"?
Question 20
Did you receive the amount from the government your sales rep told you you would?
Question 21
Was your sales rep the same person who qualified you for financing?
Phase 7 of 10
Financial Impact
Understand how the solar purchase has impacted them financially.
Transition"______, thank you for all of this. Based on what you've already told me, there are options to take care of this situation. Before I get the approval, I need to have a basic understanding of how this has impacted you financially."
Question 22
Are you on a fixed income? (SSN, Retirement, etc.)
Question 23
Has the additional solar payment, on top of the electric bill, put a burden on your budget?
Question 24
Has the decision to get solar put you in a better or worse financial position?
Question 25 (If installer is out of business)
Would maintaining and repairing a degrading system be a financial burden?
Phase 8 of 10
Underwriting & Approval
Submit to underwriting and deliver the approval.
Submit to Underwriting"The next step for me today is to submit this to my underwriting department to confirm eligibility. If you are approved for an offer, I'll explain how the program works, and if you are denied for any reason, I will let you know the exact reasons."
Place on Hold"I am going to put you on a brief hold for 2-3 minutes while I wait for a response. If you could grab yourself a pen and paper, when I come back on the line, we will go over all your approval details together. Does this sound good?"
While on Hold (2-3 Minutes)
Calculate payment options based on the client's situation. Prepare the flat fee and extended payment options.
Approval Delivery
Come Back on Line"Hello (______), are you still with me? Perfect, I have some great news for you! It looks like my underwriting department was able to get you approved for an expedited solar contract resolution program. This is good news, as this program takes a direct, going-on-the-offense approach to helping you remove the burden of this solar system."
Phase 9 of 10
How It Works — The Close
Explain the program, what Elite Recovery does, and close on payment.
Program Explanation"You're approved to have professional representation from Elite Recovery. Elite Recovery has a nationwide team of consumer advocates and a network of preferred legal counsel that specialize in going directly after the original creditor to remove the liability from you, and even at times seek damages based on the individual's unique circumstances."
Here Is How This Works
Demand & Dispute Correspondence — Elite Recovery will send demand letters and dispute correspondence to the responsible parties on your behalf. From this point forward, they cannot contact you regarding your solar payments.
Case Strategy — Aggressive negotiation, dispute process, audit, regulatory filings with CFPB and state agencies, pre-litigation demand, or coordinating with preferred legal counsel if needed.
Full Representation — You are represented and they will leverage all available strategies for resolution, and in some cases, damages if your situation allows.
Peace of Mind — You have a dedicated team working on your behalf to remove the burden.
Confirm Understanding"Does this all make sense so far? Ok great."
Payment Presentation
Flat Rate Introduction"Ok, so you're qualified for a flat rate retainer with Elite Recovery. The good news is it being flat rate — no matter how complex your individual scenario is, you will know exactly the cost. You will never be billed hourly."
Three Payment Options
Credit card
Checking account
Extended payment plan
Key Reminder
"Remember — you would no longer be making the solar loan payment."
Conditional: Payment Path
Flat Rate
Extended Payments
Flat Rate Retainer"You are approved for a one-time payment of $_______ for the representation, saving you around $_______ over the life of your loan/lease/PPA."
Extended Payment"I understand the upfront flat rate retainer is not something that will work for you right now. Let me put in a request for an extended payment option."
Extended Approval"The monthly program you're approved for is $_______ a month for ____ months, saving you around $_______ over the life of your loan/lease/PPA."
Phase 10 of 10
Agreement & Close
Collect payment information, send the agreement, and close the deal.
Payment Collection
Credit/Debit Card
ACH / Bank Account
First and last name on the card
Billing address same as mailing?
Card number
Expiration date and CVV
Checking or savings?
Routing number
Account number
Important
Be sure authorized account information is the main applicant.
Send Agreement for E-Sign
E-Sign Introduction"Great, so we will move onto one of the last steps for us today. As promised, I have your e-sign documents for you. Allow me one moment to get these generated. I will send them through email."
Documents to Generate & Send
Elite Recovery Customer Agreement (California — Flat Fee or Installment)
Authorization to Communicate
Notice of Cancellation (2 copies — required by law)
Post-Close: Next Steps
What to Tell the Client
Representation letter goes out within 48 hours
Case review begins immediately
Regular updates on material developments
Do NOT contact the solar company directly
Do NOT sign anything without talking to Elite Recovery first
3-day right to cancel — no penalty (legally required disclosure)
Rep Notes
Intake Submitted Successfully!
The client's information has been saved. Great work on the close!
Compliance Reminders
You are NOT a lawyer — never give legal advice or promise outcomes
Elite Recovery is a consumer advocacy company, not a law firm
Always disclose the 3-business-day cancellation right
Service fee is for advocacy services, not for any particular outcome
ELITE RECOVERY
Sales Script