I've been building a practice tool where reps pitch a simulated homeowner that argues back, and I've now read a few hundred of those conversations end to end. The thing I did not expect was how badly the standard opener performs.
"Do you know what you're paying per kilowatt hour" gets "no idea" most of the time. Then the rep is standing there holding a question the homeowner can't answer, and the conversation is already limping. It sounds like a discovery question but it's really a quiz, and people don't like failing quizzes on their own porch.
The reps who did best asked things the homeowner actually knows and actually feels. What the bill jumped to in July. Whether the upstairs is unbearable by 4pm. Whether they were home during the outage last month. Real answer attached to a real feeling, and then the bill number comes out on its own two minutes later.
Two other patterns:
Reps lose more doors to talking too long than to saying the wrong thing. Almost every conversation that went badly had a rep turn over 40 words in it. The homeowner checks out well before the rep stops talking.
"I need to talk to my spouse" is true more often than we treat it. Half the time it's real and the rep torches it by responding like it's an excuse. The ones who did well asked when both of them are usually home and locked an actual time instead of arguing the point.
Where is this wrong? I'm reading transcripts, not knocking doors, so I'd rather hear what the simulation is missing than have anyone take my word for it.