1. Diagnosis

The agent quotes a minimal baseline price on the call to secure the appointment, withholding full costs and relevant add-ons until arriving at the customer's home.

2. Behaviour Observations

What you might see or hear that points to this pattern.

• The agent quotes only a minimal baseline price on the call and defers the full cost conversation until the in-person appointment.
• The agent talks over the customer when the customer tries to describe a more complex requirement, redirecting to a standard package.
• The agent does not explore what the customer currently pays for energy or what price they are expecting.
• The agent does not mention available government grants or calculate return on investment with the customer.

3. Session Objective

The objective of the session is to help the team recognise that avoiding full price disclosure creates distrust and wasted appointments, not more conversions. Help the agents move away from fear of price by anchoring them in the genuine value of what they sell — competitive positioning, quality of installation, speed, customer satisfaction, and available grants. Get the team to see that customers researching solar already have a ballpark expectation, and that exploring what the customer expects to pay and what they currently spend is more effective than withholding information to secure a diary slot.

4. Session Tactics

How to prepare for and structure the 45-minute call review.

Play the section of the call where the agent talks over the customer and steers toward a standard install — play it twice so the team can hear what the customer was actually asking for. Ask the team whether they recognise the behaviour; when the group confirms they do the same, open a discussion on why agents are frightened of price. Ask the team directly whether they are the most expensive in the market, and use their own answers to build a case for the value of what they sell — positioning, installation quality, speed, and customer feedback. Discuss with the group that quoting a low price on the call and then significantly increasing it on the appointment creates distrust and risks losing the sale entirely. Draw the team's attention to the missed opportunity of exploring the customer's current energy spend, expected future costs, return on investment, and available government grants, and how raising these reframes price as payback rather than outlay.

5. GROW Experiments

Experiments the coachee might choose to try. These are offers, not prescriptions — the coachee selects what feels right for them.