Sales Process~13 min

Solution Presentation & Recommendation

Purpose

Guides how to build and present a professional recommendation after the needs assessment and diagnostic.

After completing the customer assessment and discovery, before building the formal estimate.

Based on diagnostic findings and discovery conversation, identify the core problem and secondary issues.

Structure around Good/Better/Best:

- Good: Immediate problem solved. Standard warranty. Minimum viable fix.

- Better: Problem plus related risk factors. Extended warranty, better materials. Primary recommendation for most customers.

- Best: Comprehensive — premium equipment, maximum warranty, future-proofed.

Calculate total cost per tier using the ServiceTitan flat rate pricing book.

Include permits, disposal fees, and inspections in the price — no surprise add-ons.

Sit with customer at a comfortable location with your tablet.

Frame it: "Based on what I've found, here's what I recommend and why."

Start by restating the problem in plain language with photos.

Present Best first, then Better, then Good (top-down).

Use outcome-based descriptions:

- ❌ "Includes: 50 gallon water heater, installation, permit, disposal"

- ✅ "Say goodbye to cold showers — consistent hot water with a 12-year warranty and Spartan's 2-year labor guarantee"

Highlight Better as the sweet spot: "Most customers go with this because..."

Show monthly payment option for each tier using financing calculator.

After presenting, pause. Let the customer process. Don't rush to fill silence.

Ask: "Which option feels right for your situation?"

If they lean Good, don't push — but clarify what they'd be giving up.

If they want to think, anchor the follow-up (see Follow-Up Protocol).

If they choose, move to estimate approval and scheduling.

Recommendations must match diagnostic reality — never upsell something unneeded.
Use photos and visual evidence for every recommendation.
Safety issues (CO risk, gas leak, code violations) are non-optional — explain why.
Always give the customer the choice. Educate and recommend, don't pressure.