Weeks 1-2: Product Knowledge Deep Dive

Overview

The Product Knowledge Deep Dive (Weeks 1–2) ensures the new sales rep can credibly explain every product Spartan sells, identify the right solution for a customer's situation, and answer common objections. Without strong product knowledge, sales reps cannot close confidently.

Format

Self-study from Spartan product SOPs + Q&A sessions with Josh or Operations Manager. Assessment at end of Week 2.

Product Areas to Master

Water Heaters (Tank)

• Tank sizes: 40-gal and 50-gal most common for Dayton-area homes
• AO Smith as the primary brand (or current Spartan-approved brand)
• Key selling points: reliability, warranty, recovery rate
• Common failure signs a customer would describe: no hot water, rusty water, leaking
• Good/Better/Best tier logic for water heaters

Tankless Water Heaters

• How tankless works vs. tank (on-demand, endless hot water)
• Installation requirements: gas line sizing, venting, electrical
• Brands currently sold by Spartan (confirm with Operations Manager)
• Common customer objections: cost, compatibility with existing system
• Financing as a tool to close tankless sales

Water Treatment

• Hard water problem in Dayton market — why customers care
• Water softeners: how they work, salt-based vs. alternatives
• Iron filters: when needed (well water, orange staining)
• Reverse osmosis: drinking water quality, under-sink installation
• How to identify a water treatment opportunity at any call

Repiping

• Triggers: old galvanized pipe, low pressure throughout home, repeated leaks
• Materials: PEX (preferred for repipe), copper
• What the customer experiences during a repipe: access points, time, restoration
• Financing is almost always part of a repipe sale

Drain & Sewer

• When drain cleaning becomes a sewer replacement conversation
• Hydro-jetting vs. snaking — when each is appropriate
• Sewer lining vs. replacement
• Camera inspection as a diagnostic sales tool

Financing — GoodLeap

• GoodLeap is Spartan's primary financing partner
• Soft credit check does NOT affect the customer's score
• When to introduce financing: early in the presentation, not as a last resort
• How to run the application in GoodLeap (Weeks 3–4 training covers the system)

End-of-Week-2 Assessment

Operations Manager or Josh quizzes the rep on each product area. The rep must:

• Explain each product to a customer in plain language
• Identify the right product for 3 scenario-based customer situations
• Describe the Good/Better/Best options for water heaters

Related SOPs

• Product Knowledge SOPs (Phase 3, all 8 cards)
• Weeks 2-3: Call Shadowing & Ride-Alongs
• Financing Presentation (Phase 3)