Module 1
Rocking Up Right
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Before You Knock
- Van parked off the driveway, not blocking it
- Uniform clean, shirt tucked, no smoke smell
- Tablet or notepad in hand — not in pocket
- Knock once, step back half a step
- Hands visible, stand upright, make eye contact
- No earphones in
Customers decide in the first 20 seconds if they trust you. Trust = approvals.
The Doorway Script
Say This Word for Word
"Hi, I'm Jake from Delavale. I'm here about [the issue they called about].
My job today is to — first, diagnose that issue. Second, do a quick safety and efficiency check of your [electrical / air con] so you know if there's anything else to be aware of.
After that, I'll show you what I found, give you some options, and if you're happy we can get it sorted today so you don't need another visit.
Also — your travel and setup fee is fully credited if you go ahead with any work today."
My job today is to — first, diagnose that issue. Second, do a quick safety and efficiency check of your [electrical / air con] so you know if there's anything else to be aware of.
After that, I'll show you what I found, give you some options, and if you're happy we can get it sorted today so you don't need another visit.
Also — your travel and setup fee is fully credited if you go ahead with any work today."
Why it works: Sets authority, plants the safety check, introduces options, removes call-out fee friction, and seeds the "done today" idea — all before you touch anything.
Customer Moods
R
Rushed — "Just get on with it"
Tighten the script, move faster. Still deliver all of it.
Tighten the script, move faster. Still deliver all of it.
S
Suspicious — "How much is this gonna cost?"
Slow down, calm tone, hold eye contact. "My job today is just to check it first."
Slow down, calm tone, hold eye contact. "My job today is just to check it first."
F
Friendly / chatty
Acknowledge briefly, guide back. "Sounds great — let me get started so I'm not holding you up."
Acknowledge briefly, guide back. "Sounds great — let me get started so I'm not holding you up."
Module 2
Safety & Efficiency Check
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Pre-Frame — Say This Before You Check
Always Pre-Frame First
"While I'm here, I'll also do a quick safety and efficiency check on the rest of the system. That way you'll know if there's anything coming up — even if you decide not to do it today. Sound good?"
Never skip the pre-frame. If you don't tell them first, they'll think you're making things up when you come back with findings.
Electrical — What to Check
- Switchboard condition — age, any burns, overcrowding
- RCDs — present, tested, working
- Earthing visible and intact
- Visible cable damage, heat marks, deterioration
- Overloaded circuits — double adapters, extension cords
- Smoke alarms — present, type, age
Air Con — Quick Check
- Filter condition — clogged, dirty, missing
- Indoor coil — dirty, mould, smell
- Drain lines — blocked, algae
- Outdoor unit — clearance, damage, coil condition
- Last service date — ask the customer if unknown
RAG System
RED
Unsafe or likely to fail soon. Burnt wiring, no RCD on wet areas, switchboard arcing. Say: "This one is red — it's unsafe right now or likely to fail without warning."
AMBER
Not urgent today, address it soon. Deteriorating insulation, dirty coils, drains blocking. Say: "This is amber — not urgent but I'd deal with it before it causes a problem."
GREEN
Comfort, efficiency, or upgrade. LED upgrade, smart thermostat, EV charger. Say: "This is green — not essential but it'd make a real difference."
Walk-Back Script
Presenting Findings
"So here's what I found.
This one is red — [plain English, one analogy].
This one is amber — [not urgent, but here's why it matters].
And this is green — [comfort or efficiency upgrade].
You don't have to do everything today. I just want you to know what's there."
This one is red — [plain English, one analogy].
This one is amber — [not urgent, but here's why it matters].
And this is green — [comfort or efficiency upgrade].
You don't have to do everything today. I just want you to know what's there."
No jargon rule: One idea per sentence. Use analogies. Under 45 seconds per finding.
Module 3
Pricing Guide
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Always present Good / Better / Best. Never give one price. Options shift the conversation from "yes or no" to "which one."
All prices are ex-GST unless marked inc. Travel & setup fee: $84 + GST + $7 temp fuel levy. Always check Simpro pricebook for exact figures or call the estimator if unsure.
Smoke Alarms
| Job | Price + GST |
|---|---|
| Install — new (1 unit) | $264.14 |
| Replace existing (1 unit) | $139.99 |
RCD / Safety Switch
| Job | Price + GST |
|---|---|
| Replace existing (1 circuit) | $150.16 |
| Install new (1 circuit) | $266.15 |
Switchboard Upgrades (Clipsal MAX 9)
| Size | Price + GST |
|---|---|
| 12 pole | $1,747.87 |
| 18 pole | $2,274.82 |
| 21 pole | $2,301.55 |
| 24 pole | $2,700.63 |
| 36 pole | $3,997.52 |
LED Downlights — New Install (Haneco Viva 92mm)
| Quantity | Price each + GST |
|---|---|
| 1 only | $155.48 |
| 2–4 | $124.64 |
| 5–10 | $99.98 |
| 11–20 | $93.81 |
| 21+ | $85.93 |
Upsell tip: "You've got 8 halogens — at that quantity it's only $99.98 each, so the whole lot done today is $800. That's the last time you'll need to touch them."
LED Downlights — Replacement (Haneco Viva 92mm)
| Quantity | Price each + GST |
|---|---|
| 1 only | $117.68 |
| 2–4 | $102.26 |
| 5–10 | $86.85 |
| 11–20 | $77.60 |
| 21+ | $71.43 |
Power Points (Clipsal Classic White Double)
| Job | Price + GST |
|---|---|
| New install — 1 only | $324.56 |
| New install — 2+ | $262.89 each |
| New install — short run | $182.41 |
| Replace — 1 only | $97.38 |
| Replace — 2+ | $75.80 each |
EV Chargers
| Job | Price + GST |
|---|---|
| Zappi 22kw — short run | $2,806.71 |
| Zappi 22kw — medium run | $3,365.54 |
| Zappi 22kw — long run | $5,048.99 |
| Tesla 22kw — short run | $1,173.92 |
| Tesla 22kw — medium run | $1,749.17 |
| Tesla 22kw — long run | $3,381.49 |
AC Servicing (Promo Pricing — inc GST)
| Job | Price inc GST |
|---|---|
| Split system service | $199 |
| Evaporative or ducted service | $249 |
AC Supply & Install (MHI with WiFi)
| Job | Price + GST |
|---|---|
| 2.5kw — back to back | $2,253.75 |
| 2.5kw — side exit | $2,473.35 |
| 2.5kw — internal wall up & over | $2,868.25 |
| 7.1kw — back to back | $3,546.72 |
| 7.1kw — internal wall up & over | $4,361.20 |
If the job isn't on this list — open Simpro, go to Quotes & Sales, find the Pricebook and search the item. If still unsure, call the estimator before quoting.
Good / Better / Best
Good
Base fix
Solves the immediate problem. No extras.
Better
+ Protection
Fixes issue plus the most common failure point nearby.
Best
Full solution
Complete job, warranty, peace of mind. Most popular.
Presenting Options
"I've got a few ways we can approach this.
Option one — we fix the main issue. That's [$X].
Option two — we do that plus [extra], so you won't need another visit for [Y]. That's [$X].
Option three — the full job done properly. Most people go with this one. That's [$X].
Which of those sounds right for you?"
Option one — we fix the main issue. That's [$X].
Option two — we do that plus [extra], so you won't need another visit for [Y]. That's [$X].
Option three — the full job done properly. Most people go with this one. That's [$X].
Which of those sounds right for you?"
Module 4
Simpro Mobile
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Finding Your Job
Open Simpro appTap "Schedule" — today's jobs are listed in order.
Tap the jobCheck job type, address, and office notes before you arrive.
Check customer historyTap the customer name. Previous jobs show here — tells you if we've been before and what we did.
Start the jobTap "Travel" when leaving, "On Site" when you arrive. Logs your time.
Looking Up Pricing
Tap "Quote" from the jobTap "Add Item" and search the catalogue for the part or labour line.
Build three optionsCreate Good / Better / Best as separate quote sections. Label them clearly.
Get verbal approval firstDon't start work until they've confirmed a price.
Checking for a Previous Report
Do this before every safety check. Go to the customer record, tap Job History, then Attachments on any previous job. The iAuditor PDF will be there if one was done.
If a previous report existsOpen it first. Any amber items from last time are now red — they were warned and didn't act.
Adding AC as an Asset
Customer > Assets tabAdd brand, type (split/ducted/cassette), age if visible, and last known service date. Takes 90 seconds. Do it before you leave the job.
Module 5
How to Sell
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The goal is never to "sell." Show what's there, explain the risk clearly, let them decide. Do that properly and most people say yes.
The 5-Step On-Site Flow
1
Nail the arrival — Professional, confident, script delivered. Trust established before you touch anything.
2
Pre-frame the check — Tell them what you're doing before you do it. Get the "sound good?"
3
Do the check properly — Photos of everything. Tag R, A, G in iAuditor as you go.
4
Present findings — Red first, then amber, then green. Plain English. Photos on the tablet.
5
Present options — Good / Better / Best. End with: "Which of those sounds right for you?"
The Done Today Close
Use This to Close
"If you're happy to go ahead today, I've got the gear on the van and I can knock it over now — saves you booking another visit and the problem's sorted."
You're not pushing — you're removing friction. Most customers appreciate not having to book again.
Silence Is Okay
After you present options, stop talking. Ask "Which of those sounds right?" then wait. The first person to speak after the price is the one who loses.
What NOT to Do
- Don't apologise for the price
- Don't say "it's probably fine" about a red item
- Don't rush through findings because you feel awkward
- Don't offer discounts unprompted
- Don't skip the check on a "quick job"
Module 6
iAuditor Report
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The report is your credibility tool. Photos + RAG tags make the customer feel like they're getting real value — not just a verbal opinion.
During the Check
Open the correct templateElectrical Safety Check for electrical jobs. If AC is on site, the AC add-on section will appear.
Photo every findingEven green items. Protects you legally and makes the report feel thorough.
Tag every item R / A / GDon't leave anything untagged. Unsure? Go amber and call the office.
Write one plain-English note per itemWhat it is and why it matters. This is what the customer reads.
Finishing Up
Complete the report on-siteDon't leave it for later. Close it out before you drive away.
Email PDF to the customerTap "Share Report" — use their email from Simpro.
Attach to the Simpro jobAttachments tab on the job. This is how the office and future techs know a report was done.
Technician Notes — never leave blank. Write: what you found, what you recommend first, what the client should do next. 3–4 sentences.
Module 7
Taking Payment On Site
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Tap-to-pay via Simpro Mobile coming soon. Use this process in the meantime.
Complete the job in Simpro MobileMark all labour and materials. Confirm the total with the customer.
Ask their preference"We can take card now, or the office will send an invoice — which works better for you?"
Message the office if invoicingText Sharyn or Bess: "Job [number], [customer name], [amount] — invoice to go today."
Confirm before you leaveDon't drive away without knowing who's sending the invoice.
Module 8
Handling Objections
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Rule on every objection: Acknowledge first. Never argue. Answer calmly. Redirect to a decision.
Is this just upselling?
"That's a fair question. My job is to show you what I see and be straight with you. You never have to do everything — I just want to make sure you're not caught off guard later."
I need a second opinion.
"Absolutely, that's your call. The report I've sent has photos and everything I found — any other sparky can look at the same thing and tell you what they reckon."
That's more than I expected.
"I get that. The first option covers the main issue and that's $[X]. The bigger option wraps in the other items while I'm already here — saves you a second call-out."
Can you do it cheaper?
"Our pricing is set — I can't move on it. What I can do is narrow it to just the most important item if budget's the issue. What matters most to you right now?"
I'll leave it for now.
"That's fine. The amber items aren't urgent — but I'd keep an eye on the red one. The report's been sent so it's on record. Just give us a call when you're ready."
Is it dangerous right now?
"There is some risk, which is why I've marked it red. It doesn't mean it'll fail today — but these things don't give much warning when they do go. My honest recommendation is we sort it now while I'm here."