Weeks 4-6: Supervised Appointments

Overview

During Weeks 4–6, the new sales rep runs live appointments with a senior rep or Operations Manager present as an observer. The new rep leads the full appointment; the observer coaches after, not during.

Who Supervises

Operations Manager or designated senior sales rep.

Rep Responsibilities

The rep runs the complete appointment:

Pre-appointment preparation (review customer history in ServiceTitan, confirm appointment)

Arrival and home protection (shoe covers, drop cloths)

Greeting and rapport building

Diagnosis and needs assessment (listen first, ask questions)

Present Good/Better/Best options with pricing

Handle objections

Introduce financing if needed (GoodLeap soft check)

Close or schedule follow-up

Request 5-star Google review

Log outcome in ServiceTitan immediately after leaving

Observer Role

Observer does NOT intervene during the appointment unless:

• A serious ethical concern arises
• The rep is about to commit to an unapproved price
• The customer becomes hostile

After the appointment: 10-minute debrief — what went well, one improvement area.

Performance Targets (Weeks 4-6)

| Metric | Target |

|--------|--------|

| Close rate | 30%+ |

| Financing introduced when applicable | 80%+ of appointments |

| Proposal created in ServiceTitan | 100% of appointments |

| Same-day follow-up logged | 100% |

End-of-Phase Assessment (Week 6)

Call By Call Manager reviews:

• Close rate trend
• Average sale value
• Proposal compliance
• Customer feedback
• Ready for independent appointments?

Related SOPs

• Sales Process SOPs (Phase 3)
• Options Presentation (Good/Better/Best)
• Pricing & Proposals (Phase 3)
• 30-Day Assessment & Quota Introduction