SOP-01: Phone Answering and Lead Qualification

Clozo Academy Proprietary Curriculum

Standardize every incoming phone call to maximize lead capture, qualification, and appointment booking.

All staff answering phones at [Company Name].

Step 1: Answer Within 3 Rings

• Smile before answering (customers hear it)

• "Thank you for calling [Company], this is [Name]. How can I make your day easier?"

Step 2: Gather Customer Information

• Name, phone number, address

• Type of electrical issue or project

• Timeline urgency

• Property type (home/business)

Step 3: Qualify the Lead

• "Is this for a home you own?"

• "Has anyone looked at this before?"

• "When do you need this completed?"

• "How did you hear about us?"

Step 4: Frame the Value

• "Our service call is $[amount], which covers the complete diagnostic and first hour. That fee is applied to any work you choose."

• "Your technician will arrive in a branded truck, give you upfront pricing with options, and our work is backed by a lifetime guarantee."

Step 5: Book the Appointment

• Offer two specific times: "I have [Day] at [Time] or [Day] at [Time]. Which works better?"

• Collect email for confirmation and technician profile

• Send confirmation text immediately

Step 6: Log in CRM

• Enter all information in [simPRO/Housecall Pro/FieldPulse]

• Tag lead source

• Assign lead score

• Set follow-up task if needed

• 85%+ of qualified callers must book appointments

• Average call duration: 3-5 minutes

• All calls logged within 10 minutes

• Confirmation sent within 5 minutes

• v1.0: Initial release

• Review: Quarterly