10 phases covering the full closer call from opening to e-sign. Fill in client information as you go — everything saves when you submit at the end.
Phase 1 of 10
Opening & Rapport
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: Secure Callback Info"Before we get started — just in case we get disconnected, can I get the best number to reach you back at? And your first and last name so I have it on file? Perfect. And do I have your permission to call you back at that number if we happen to get cut off?"
Why This Matters
Transfers drop. VoIP glitches. Ask early while rapport is warm — if you lose them later, you have a way back in. This also subtly commits them to the conversation.
Step 3: 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
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 1
Did you seek out solar or were you solicited by a phone call or door-to-door sales rep?
Question 2
Where did the sale take place?
Question 3
Did you feel pressured or misled into getting your solar system?
Question 4
Were you notified that you had three days' right to cancel the agreement?
Question 5
Were you sold on the fact that you would NOT have an electric bill?
Question 6
Were you told that the solar system would completely eliminate your electric bill?
Question 7
Were savings projections provided to you in writing, and did they lead you to believe your savings were going to be more than what you are experiencing now?
Question 8
Did your sales rep tell you you'd get a check for up to 30% the cost of your system from the government?
Question 9
Did you fully understand this was not a check, but a "tax credit"?
Question 10
Were the federal and state tax credits thoroughly discussed with you?
Question 11
Did you receive the amount from the government your sales rep told you you would?
Question 12
Were all dealer fees fully disclosed to you at the time of sale?
Question 13
Were any representations made to you about how solar would affect your property value?
Question 14
Was the solar system represented to you as 'free' or 'no cost'?
Question 15
Was your sales rep the same person who qualified you for financing?
Question 16
Do you still have copies of any marketing materials or proposals that were presented to you?
Question 17
What savings or benefits were promised to you verbally during the sales process?
Question 18
Were there any other representations or promises made to you during the sales process?
Phase 4 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 19
Are you on a fixed income? (SSN, Retirement, etc.)
Question 20
Has the additional solar payment, on top of the electric bill, put a burden on your budget?
Question 21
Has the decision to get solar put you in a better or worse financial position?
Question 22 (If installer is out of business)
Would maintaining and repairing a degrading system be a financial burden?
Phase 5 of 10
Building the File
Collect the information needed to build their case. This is the official Exhibit A — Client Intake and Case Information.
Transition"I just have a few quick questions to build your file."
Part 1 — Client Information
Part 2 — Property Information
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.
Part 3 — Solar System Information (CAN BE FILLED IN LATER WITH THE INSTALL CONTRACT AND FINANCE AGREEMENT DOCS)
Rep Note
These details can be filled in later once the client sends over their install contract and finance agreement. The questions are here to help you sound knowledgeable and professional on the call. If it starts creating friction, simply let the client know: "No worries — we can pull all of that from your contract and finance agreement once you send those over to us."
Part 4 — Financing Information (CAN BE FILLED IN LATER WITH THE INSTALL CONTRACT AND FINANCE AGREEMENT DOCS)
Part 5 — System Performance Issues (CAN BE FILLED IN LATER WITH THE INSTALL CONTRACT AND FINANCE AGREEMENT DOCS)
Part 6 — Credit & Financial Impact
Part 7 — Prior Communications & Actions
Part 8 — Additional Information
Phase 6 of 10
Solar System Deep Dive
Qualify the case — understand their contract, lender, and installer situation.
Transition"Ok, so regarding your solar system — a few more questions:"
Lender-Specific Talking Points
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 23
Are you able to access your solar contract and your loan/lease/PPA documents?
Question 24
Is your installer still in business?
Question 25
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 7 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 26
Does your solar system fully replace your electric bill?
Question 27 (If No)
How much is your average electric bill?
Question 28
Has it ever produced the power you were told it was supposed to?
Question 29
Do you remember what your average electric bill was BEFORE the solar was installed?
Question 30
Have you seen what the total payback is, after the life of the loan/lease/PPA?
Use the calculator below — it does the math for you. Read the numbers back to them.
Total Payback Script"So your payment is $___ per month — over the life of a __-year loan, that's $___ total. That's on a system that only cost you $___. You're paying almost double."
Math Tip
Quick mental math: monthly payment x 300 = estimated total payback over 25 years. Example: $200/mo x 300 = $60,000 total on a system that cost $35,000. The calculator below does this automatically.
Live Estimate
Monthly solar payment—
+ Current electric bill—
Monthly burden—
If you keep paying—
Interest alone—
Projected savings
net of retainer
—
Approximate Quote$4,950
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 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."
Key Reminder
"Remember — you would no longer be making the solar loan payment."
Please select a pricing option above before proceeding.
Flat Fee Close"You are approved for a one-time flat fee of for the representation, saving you significantly over the life of your loan/lease/PPA."
Installment Close"I understand the upfront flat fee may not work for you right now. You're approved for for 6 months, totaling , saving you significantly over the life of your loan/lease/PPA."
Phase 10 of 10
Agreement & Close
Send the agreement and close the deal.
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."
Agreement State
AZ
Arizona
Selected
CA
California
Selected
CO
Colorado
Selected
ALL
Universal
Selected
Documents to Generate & Send
Elite Recovery Customer Agreement (state-specific — 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
Sales Help
Scripts, rebuttals, pricing & more
Hey! I'm your Sales Help assistant. Ask me anything — objection handling, pricing, script help, compliance questions, or how to close. What do you need?
ELITE RECOVERY
Sales Script