Baseline Selling Guide

New Sales Rep Quick Reference — Superior CO-OP HVAC / Adirondack Heat Pumps

New Rep Onboarding

🎯 What Is Baseline Selling?

Baseline selling is a structured, repeatable process that moves every prospect through the same four phases: Connect → Discover → Present → Close. It removes guesswork, keeps you in control of the conversation, and gives you a predictable pipeline you can grow from. Think of it as your floor — the minimum standard every call and visit should meet before you advance to advanced techniques.

📋 The 4-Stage Process

1
Connect — Build rapport fast. Ask about the home, the family, how long they've lived there. People buy from people they like.
2
Discover — Ask qualifying questions. Uncover pain: high bills, uneven temps, old equipment, allergies, noise. Listen more than you talk.
3
Present — Match your solution to their problem. Feature → Benefit → Proof. Lead with comfort and savings, not specs.
4
Close — Ask for the decision. Use assumptive language: "Which date works best for install?"

🔍 Key Discovery Questions

  • "What's your current heating/cooling setup?"
  • "Are there rooms that never get comfortable?"
  • "What does your average energy bill run in winter?"
  • "How old is your current system?"
  • "Have you had any repair calls lately?"
  • "Is anyone in the home sensitive to air quality?"
  • "How long are you planning to stay in this home?"
  • "Have you looked into heat pump rebates before?"

⚡ Your Pitch Formula — Feature → Benefit → Proof

Feature What it IS
→
Benefit What it DOES for them
→
Proof Why they should BELIEVE you
Example: "This Mitsubishi unit operates down to -13°F [Feature] — so you'll have reliable heat even on the coldest Upstate NY nights without a backup [Benefit] — and it's why Mitsubishi is the #1 brand in heat pump sales [Proof]."

🛡️ Common Objections & Responses

"It's too expensive." Break it into monthly financing. Compare to current fuel cost + repair bills. Ask: "If it pays for itself, would cost still be the issue?"
"I need to think about it." Find the real hesitation: "Of course — what's the main thing on your mind? Is it the investment, the brand, or the timing?"
"I'm getting other quotes." Welcome it: "Smart move. While you do that, let me show what sets us apart — Diamond Elite status, in-house service, and rebate processing."
"Do heat pumps work in the cold?" Cite the spec: "Mitsubishi Hyper-Heat operates to -13°F. Many of our NY customers have eliminated propane entirely."

🏆 Lead With Our Advantages

  • Mitsubishi Diamond Elite Contractor — top 1% nationally
  • In-house installation & service — no subcontractors
  • NY & VT rebate experts — we handle the paperwork
  • Veteran-owned business
  • Flexible financing available on approved credit
  • Mitsubishi only — by choice — we don't split focus across brands. Every installer, every technician, and every recommendation is built around one system done right

📅 Daily Pipeline Habits

✓
Log every lead and touchpoint in Kickserv same day
✓
Follow up every quote within 48 hours — no exceptions
✓
Send a Podium review request after every install
✓
Know your current rebate amounts for NY and VT
✓
Never leave a visit without a clear next step agreed upon
Superior CO-OP HVAC — Mitsubishi Diamond Elite Contractor | Upstate NY & Vermont Internal Use Only — Scoop Ventures