Sales Process 3 - Confirmation Call

Sales Process 3 - Confirmation Call

HDM Sales - Confirmation Call

View the video or read the article below



What is the Call?
The confirmation call is an audio/video survey used to confirm the customer’s understanding of the HDM agreement.
It is eight screens and six questions long and audio/video recorded.

Each call link is unique and can only be used for the intended customer.
Reusing a link for a different customer will result in a rejection.

See the typical Call Process described two sections down this page.


Check call status:
If you're not sure if a confirmation call has been completed you can check the call status.
  1. From the NTP page click the Deal Name to go the Project Detail page
  2. See the call Status listed in the Confirmation Call section
  3. If a call was started or completed the call timeline lists details

Resend the Call Link:
  1. From the NTP page click the Deal Name to go the Project Detail page
  2. See the Send Link button in the Confirmation Call section
  3. The unique call link for that customer will be resent to the Sales Rep and Customer
  4. Often the email goes to customer's SPAM folder
    1. The Rep should forward the resent email containing the link to the Customer



The Call Process

  1. When a customer signs, the rep receives a unique email just for that customer
  2. Rep clicks the unique link in email (on their phone or tablet)
  3. The call opens in Callpilot
  4. The rep hands their phone (or tablet) to the customer
  5. Customer completes the call
  6. Video of call is saved with the agreement


Early Steps

After Signing Email Arrives
Once the customer submits the signed agreement, the rep will receive an email.
This email is unique and cannot be used for any other customer.

From: ‘admin’.
Subject: HDM Confirmation Survey – Customer Name.

Tap to open



Tap the Link in the Email
The email on the rep’s phone reads:

Hi Customer,

Congratulations on going solar! Please take a few minutes to complete your HDM Renewable Finance confirmation survey here: Confirmation Survey

This is a unique link, just for that specific customer. 

Tap the link



Grant Access and Hand-Off

You’ll land on this screen where a short recoding asks for permission to use:
  1. Camera
  2. Microphone
  3. Location
Grant the permissions


Then hand the phone to the customer.
They will see a preview of themselves in the window then click 'Start'


What's required on the Call?
4 things on each screen:
  1. Customer's face must remain in the frame
  2. Customer must listen to each message/question
  3. Say 'Yes' out loud
  4. Tap 'Yes' to continue



The Call Screens and Script


Screen 1: Some Basic Instructions
The customer must be holding the phone and be visible in the selfie window.
Screen 1 of 8 will begin:

Hello and welcome to HDM capital. This survey will be audio and video recorded. Please indicate your answers to this short survey by voicing them aloud as well as selecting the corresponding button. Do we have your permission to proceed?

Customer taps: Yes, please proceed.


Screen 2: Contact Info
Screen 2 of 8 will begin:


Is the contact information we have for your correct?

Customer taps: Yes, please proceed.


Screen 3: Some PPA Details
Screen 3 of 8 will begin:


Do you understand that you are entering into a Prepaid Power Purchase agreement and/or an Energy Storage Service agreement with HDM Capital? HDM will own the solar system and you cannot take a federal tax credit. After 6 years you will have the option to take ownership of the system. 

Customer taps: Yes, that's correct, or No


Screen 4:
Screen 4 of 8 will begin:


Do you understand that you will directly pay the solar installer on behalf of HDM? The payment can be paid in cash or financed to your solar installer.

Customer taps: Yes, I understand, or No


Screen 5:
Screen 5 of 8 will begin:


Do you acknowledge that if you sell your house while HDM owns the solar system, the new home-buyer will need to sign a transfer form and accept the terms and conditions set forth in your agreement with HDM Capital?

Customer taps: Yes, or No


Screen 6:
Screen 6 of 8 will begin:


Do you acknowledge that your HDM agreement only includes the labor and parts for the solar system and or batteries?

Customer taps: Yes, or No


Screen 7:
Screen 7 of 8 will begin:


Do you acknowledge that you have read and understand the HDM Capital agreement and your solar contractor or sales representative have addressed any questions?

Customer taps: Yes, or No


Screen 8:
Screen 8 of 8 will begin:


Thank you for your time. Please click the begin uploading button below and keep the program open until it finishes uploading the information.

Tap: Begin Upload



You're Done with the Call
The video recording of the call will automatically be uploaded to the HDM system where it will be paired with the signed agreement in the customer’s file.

Later in the NTP stage you’ll need to upload a pdf note informing HDM that you’ve completed the call on Callpilot. That way the underwriting team will know to look for the call file in the system






Remote Signings - Confirmation Call Done on Customer's PC
If you have a customer signing remotely (when you are not present) then there is a slightly different process

The Process
  1. Rep Generates Agreement
  2. Customer Signs Agreement
  3. Customer Receives Email with Link
  4. Customer Grants Permissions on PC Browser
  5. Customer Completes Questions on PC Browser
  6. Customer Submits for Upload

Customer signs using their Device

If the rep is not present, the customer will need to complete the call using their PC or phone.

Inform customers who do the call on their phone that no app needs to be used to complete the call.



Rep Forwards the Call Message


Rep will receive an email from ‘Admin’
Subject: HDM Confirmation Survey
The rep will need to forward the email to the customer.


Customer Checks Email After Signing
Directly after signing, the customer will receive the email below.


Subject: HDM Confirmation Survey


Forward the email to the customer



(PC) Customer Clicks Link in the Email
  1. Customer taps link
  2. Lands in a browser version of call pilot
  3. No app required


(PC) Customer Grants Permissions

Customer needs to allow access to location, cameras, and microphones




(Mobile Phone) Open Link in Browser
Customers will receive the forwarded email on their mobile phone:
They’ll need to:
  1. Press-and-hold the link
  1. Select: Open in browser
  1. Land in the Callpilot mobile site
  1. Then share camera, mic, location


Selects Camera and Mic and Starts the Call (PC or Mobile Phone)
Customers will see a preview of themselves once they select a camera and mic.
Then they press Start


The Call Begins
The call will begin. It takes place entirely in the customer’s PC browser.
It is exactly the same call as on the rep’s phone.

The last screen starts the upload.

Customer must keep the window open until the upload is complete





Not Using Callpilot?

If you chose not to use Callpilot  for your call, you must do the following:

  1. Complete a call containing every HDM confirmation call question
  2. Save an audio or video recording of the call
  3. Upload the call manually to the HDM underwriting portal

You’re strongly encouraged to use Callpilot for every confirmation call.

Callpilot calls have the lowest rejection rate.



Manual Calls:

On a manual call you must ask each HDM question exactly as they are asked on Callpilot.


Any question left out or not asked correctly may lead to a rejection.

Share the recording of the confirmation call with your project manager.

They’ll need to upload it to the Attachment section on the projects NTP Page





Avoid a Rejected Sale
Missing and incomplete confirmation calls account for 16% of all sales-related rejections.


Follow these instructions for Callpilot which make avoiding a rejection easier than ever. 









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