Sales Process~13 min

Needs Assessment & Discovery Questions

Purpose

Provides the question framework for understanding a customer's needs, priorities, and decision factors before presenting solutions.

During every in-home visit after the greeting and agenda-setting, before building any options.

"Tell me what's been going on with your plumbing — when did you first notice the issue?"

"How long has this been happening? Has it gotten worse?"

"Has anyone else looked at this before? What did they say?"

"On a scale of 1-10, how much is this affecting your daily routine?"

"How old is your home? Do you know when the plumbing was last updated?"

"How old is your water heater?" (Check the data plate for manufacture date.)

"Have you had any other plumbing issues — slow drains, low pressure, discolored water?"

"How many people live in the home?" (Helps size equipment.)

"Do you have a water softener or filtration system?"

"What's most important to you — cost, speed, or a long-term fix?"

"Are you planning to stay in this home for the foreseeable future?" (Calibrates Good/Better/Best.)

"Is there a budget range, or would you like to see all options?"

"Would monthly payments make this easier? We have financing options."

"Is there anyone else in the household who'd want to weigh in?"

If yes: "Could we get them on a quick call so I can walk you both through options?"

If they insist on deciding alone but seem hesitant: respect it, plan strong follow-up.

"Is this something you'd like done right away, or are you planning ahead?"

"Are you having any issues right now — active leaks, no hot water, gas smell?"

If emergency: pivot to immediate solution, coordinate with dispatch.

Listen more than you talk. The customer should do 70% of the talking during discovery.
Take notes in ServiceTitan as you go — don't rely on memory.
Never assume the problem. Let the customer tell you, then verify with your assessment.
Pay attention to emotional cues — frustration, cost worry, embarrassment. Address with empathy.