Purpose
Step-by-step flow for conducting an in-home sales presentation at Spartan Plumbing, from door knock to close.
When to Use
Every in-home sales appointment — demand turnover from a service tech, scheduled estimate, or follow-up visit.
Procedure
Step 1: The 5-Star Door Greet (First 2 minutes)
Ring the doorbell or knock — step back 3 feet from the door.
Smile. Eye contact. Greet by name: "Hi [Name], I'm [Your Name] with Spartan Plumbing. Thanks for having me out today."
Put on shoe covers before entering — don't ask, just do it. Shows respect for their home.
Place drop cloth if you'll be working in any area.
Make a genuine compliment about their home — build rapport naturally.Step 2: Establish the Agenda (2-3 minutes)
"Here's what I'd like to do today — I'm going to take a look at [the issue], walk you through exactly what's going on, and give you some options so you can make the best decision for your home. Sound good?"
Get verbal agreement before proceeding.
If the decision-maker isn't present: "Is there anyone else who would want to be part of this decision?" Get them on the phone or schedule a return visit.Step 3: Conduct the Assessment (10-20 minutes)
Walk with the customer to the problem area.
Show them what you're seeing — phone flashlight, point things out, take photos.
Explain in plain language what the issue is, what caused it, and what happens if not addressed.
Reference the service tech's findings: "When our tech [Name] was out, they found [issue]. Let me show you..."
Take photos of everything — before, during, and after assessment. Upload to ServiceTitan.Step 4: Present Options — Good / Better / Best (5-10 minutes)
Return to a comfortable area (kitchen table, living room).
Build the estimate in ServiceTitan with 3 tiers:
- Good: Minimum fix for the immediate problem.
- Better: Problem plus related concerns. Best value for most customers.
- Best: Comprehensive solution with longest lifespan, best warranty, maximum peace of mind.
Present on tablet — walk through each option explaining what's included.
Present Best → Good (top-down). Let the customer self-select.
Use outcome-based descriptions, not just parts lists.Step 5: Address Concerns & Close (5-15 minutes)
Ask: "Which of these options makes the most sense for you and your family?"
Answer questions directly. Don't dodge pricing at this point.
For price concerns, introduce financing: "No interest for 12 months. That's about $[monthly] per month."
If "think about it" — anchor follow-up: "Can I check back with you on [specific day]?"
Once chosen, complete authorization in ServiceTitan and collect deposit or payment.Step 6: Wrap-Up & Schedule
Confirm scope, timeline, and next steps.
Coordinate with dispatch if job can start soon.
Leave business card and Spartan folder.
Ask for Google review: "If you had a good experience today, a quick Google review really helps."
Thank them by name and exit professionally.Important Notes
- Never bad-mouth competitors. Focus on Spartan's value proposition.
- If you discover safety hazards (CO, gas leak, code violations), follow the relevant safety SOP first.
- Never pressure. Spartan's approach is consultative.
- Document every outcome in ServiceTitan — closed, pending, or declined with reason.
Related SOPs
- Needs Assessment & Discovery Questions — question framework
- Closing Process & Techniques — advanced closing strategies
- Good/Better/Best Presentation Guide — tier-building guidance
