3 Day Training-Professionally Serving our Customers and Technicians

Day 1
12:00-12:30PM
History of our Company
1997 Opened our first location in Atlanta with a news paper ad, some high
school friends and an idea
2000-2009 Opening various cities on the west and east coast. Multiple call
centers were opened during this time frame, our main call center out of a
garage in Dallas. New management joins the team.
2010-2011 West coast clean up, creating professionalism, structure, and a
vision of joining coasts, combining our east coast and west coast operations in
one location sharing one vision.
2012-Current Experiencing tremendous growth, growing from $500K per
week to well over $2M per week in just three years. Creating an elite sales
team and organization. We are currently in 31 cities.
-Introduction of each new hire with back ground
-Compensation while training and beyond
-Schedule Expectations 6 Days first week with perpetual schedule being
provided at the end of the week
-Dress Code, business professional, dress to impress
-Family like atmosphere, work hard play hard
-Lunch, plan on bringing lunch and taking quick breaks
-Cell phones are not welcome on our sales floor
12:30-1:00PM
Answering phone and obtaining customers information (review and roll play)
WITH ENERGY!! Its a great day at garage doors this is name, may I
have your zip code please? Enter zip code and thank customer.
May I have your service address where you are having the garage door
concern? Enter the address and thank customer.

Answering phone and obtaining customer information (continued)

Once again my name is name may I have your first and last name, please.
Enter customers name.
Is the number that came in on caller id the best number to reach you at or do
you have a secondary number? Enter additional contact number.
After attaining all customers information ask them, when would it be
convenient to have one of our technicians swing by and take care of your
repair? Choose time from drop down options.
Finally, What is going on with your garage door? Notate their concerns
with their garage door and prepare to wrap up the call.
ATTAIN ALL OF THIS INFORMATION PRIOR TO PROVIDING
PRICING OR DIAGNOSTIC CHARGES-GIVE GREAT EFFORT IN NOT
QUOTING FOR ANY REPAIR YOU ARE NOT ON SITE
CLOSE:
Not a problem at all, we can help you with your garage repairs. Its only $89
for our technician to diagnose the door and motor, locating the root of the
issue. Once he performs his inspection he will explain the concerns and give
you an exact cost. We will have a repair or replacement options for you on
site, our technician carries 90% of what is needed on his truck. Did you find
us online or in the yellow pages? Please present all coupons to our technician
so we can apply them for you. Then recap customers information, ensuring
accuracy and obtain e mail address with the statement, we have gone green,
once we are done with the work our technician will e mail you your invoice,
may I have your e mail please? Enter customers e mail address and end the
call STRONG!
Thank you for your business we will take great care of you, bye.
ORIGIN: Sale
Every customer is different, this script works 80% of the time. The other
20% of the time you will need rebuttals and continue assuming the sale.
Answering phone and obtaining customer information (continued)
*We give huge effort not to quote our services due to the hundreds of factors
that come in to play when working on a garage door or operating system
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*MINIMUM you must give three rebuttals when a customer is pressing for
pricing
*Sales 101 do not use verbiage or words like NO I cant, its impossible for me
to tell you, NO company will be able to tell you, etc
EXAMPLE: Every garage is different, when our technician is on site he will
perform a diagnostic, find out what spring the manufacturer of your door
calls for and will be able to replace on site.
Customer still inquiring:
We dont want to be wrong and we prefer to conduct business the old
fashioned way, face to face with the ability to touch and measure your door,
we will take great care of you.
Customer still inquiring:
Your garage door is the biggest door on your home and guessing what spring
you have on your door would be a mistake on our part on poor business
practice.
Customer still inquiring: !Make sure the customer is ready for service and
you dont get shopped! Let me ask you a few questions about your door, is it
wood, what is the size? Taking a shot in the dark you could be looking
between $78-$128 per spring and $40-$60 per side to install.
YOU MAY NOT LET A CUSTOMER HANG UP THE PHONE IF YOU
CANT SET THE APPOINTMENT INFORM THE CUSTOMER YOU ARE
NEW AND YOU ARE GOING TO GET SOMEONE THAT IS MORE
KNOWLEDGEABLE TO ASSIST THEM OR A MANAGER THAT MIGHT
BE ABLE TO PINPOINT THE SERVICES THAT ARE NEEDED

Reminder: Professionalism with each and every customer is expected as well

as professional behavior in our office.

Day 1 (continued)
1:00-1:30PM
Gain Commitment and properly reducing diagnostic (review and roll play)

Once you have all of the customers contact information it is time to wrap up
the call, inform the customer of our process and what to expect when our
technician arrives. This is stated above in our CLOSE.
20% of our customers will not like the $89 diagnostic, we dont let this stand
in the way of us earning their business and setting the appointment. At some
point in the call a customer will let you know they have changed their mind on
the visit or they are not willing to pay the $89 diagnostic. At this point you
have two three options.
*reduce with a coupon No need to worry, I have a coupon that I can apply to
reduce this to $49, we appreciate you and will see you shortly.
*waive with repair Not a problem, I will waive the diagnostic once your
repair is completed.
*waive completely A diagnostic doesnt repair your door and doesnt keep
us in business. I will waive this completely, we will earn your business the old
fashioned way.. based on professionalism and experience. My technician will
come out, diagnose everything, give you the exact cost before doing any work
and we will take care of the repair for you today.
IF YOU CANT SET AN APPOINTMENT, NO MATTER HOW YOU FEEL
ABOUT THE QUALITY OF THE CALL YOU MUST ASK THE
CUSTOMER TO WAIT WHILE YOU GRAB SOMEONE MORE
EXPERIENCED TO ASSIST THEM-CONSIDERED A TAKE OVER
1:30-2:30PM
New Hire Paperwork Filled Out
-log in credentials for gdsweb.net
-log in credentials for smartbox.unifiedcloudit.com
-log in credentials for goemerchant.com

Day 1 (continued)
2:30-2:45PM
Database training-Service Call Report-Quick Stats
-Entering a new customer (marketing must auto populate)
-Previous customer (create new)
-Changing a lead to another origin (changing origins)
2:45-3:00PM
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How to run a credit card

*goemerchant.com log in
*ensure you are in the correct city
*settle and authorize vs authorize
-Moving an estimate to a door (use the same record)
-Rescheduling a customer
3:00-3:15PM
Smart Box training
*smartbox.unifiedcloudit.com log in
*locate status
*logging in and out of the queue
*managing the UCC
*IMing team members
*Transferring calls to a team member
3:15-3:45PM
How to handle a previous customer (hands on with door and motor)
IMPORTANT: Greet the customer, ask the customer how you can help them
today. Listen to their concern and politely ask to place them on hold while
you review their invoice. This provides you with time to prepare.
*Determine the reason the garage door or motor is having issues. In order to
do this you will need to read the invoice and inspection from their previous
service.
EXAMPLE: Customer states their door is not raising and we just installed
their springs. You will need to troubleshoot the door with them. Please

How to handle a previous customer (continued)

release your door from the motor so we can determine a few things Releasing
the trolley will tell us if it is the door or the motor. The door will go up by
hand with ease in most situations. This is the perfect time to inform the
customer that the motor and door function separately, and ask them how old
their motor is. Set the appointment, soothing the customer, informing them
that we have brand new operating systems ranging between $351-$550
depending on the options they would like to choose.

EXAMPLE: Customer states their door is not raising and we just installed
their motor. You will need to troubleshoot the door with them. Please
release your door from the motor so we can determine a few things Releasing
the trolley will tell us if it is the door or the motor. The door will not go up
very easily in most situations (if the door is working by hand but motor is
beeping there is resistance, offer same package). This is the perfect time ask
the customer how old their doors is, explain the door and motor function
separately, and most of the time replacing the drums, rollers and cables will
do the trick. We have these on special today for $229.99 installed.
DO NOT TROUBLESHOOT BEYOND THIS AND DO NOT PROVIDE
QUOTES IN ANY OTHER TYPE OF APPOINTMENT BUT PREVIOUS
CUSTOMERS
ORIGIN: When we have installed everything at a home you would set a
warranty. When diagnosing and offering a new package you set the origin as
a sale.
ENTERING INFORMATION: 1st enter the previous service, the date
serviced, and what the customer spent. 2nd enter the package offered and the
price it was offered at for the next visit. Make it very clear that we are to do
no work unless this product or other product is installed.
NOTES EXAMPLE: Installed springs for $600 on 8.20.2015, explained to
customer that their operator is old, built in 1997, we will be installing an
operator for between 351-550 depending on the options customer wants. DO
NO WORK FOR FREE. Thank you.

Day 1 (continued)
3:45-4:00PM
Break
4:15-5:00PM
Setting an estimate with commitment or selling a door (review and roll play)
Approach this like any other customer calling in, assume the sale and obtain
ALL contact information.
Qualifying a customer:
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Why are you thinking about purchasing a new door? Do you feel your door
is repairable? We can repair just about everything. (if customer feels door
is repairable set sales appointment)
When do you want the door installed? (if the customer is not in a rush or
more than 2 weeks out, you MUST create urgency, directing the customer to
place a deposit today to hold their door.
EXAMPLE: I might have a door in stock that I can save you money on, are
you ready to put a deposit down today? If so I can check with my inventory
manager to see if we have anything that meets your needs.
Ask the customer if they are at home and can measure their door for you.
When they are at home and you can walk them through measuring their door
and providing other details you can now sell the door we have in stock at a
discount. Fill out the provided door from, covering every detail with the
customer, get a deposit, schedule the door, and have the door sale verified.
When the customer doesnt feel comfortable measuring set an estimate for our
technician to verify the size, installation area, and final details.
When setting an estimate you MUST ensure the customer is ready to purchase
that day. Provide them with a price range or exact price for the door
depending on the situation, set a tentative installation date, and they MUST be
made aware that we will be collecting a deposit upon arrival.
Setting an estimate with commitment or selling a door (continued)
THIS MUST BE EXPLAINED TO CUSTOMER AND INPUT IN NOTES
Our technician will arrive, take measurements, go over your options with
you, provide the exact cost, collect a deposit and schedule a firm installation
date with you. We will take great care of you.
ALWAYS stay on task, obtaining information, asking the above questions
prior to giving pricing. You need something to hold on to or customers will
price shop you and hang up. SLOW customers down that are shopping for
a new door.
SELLING THE DOOR:
*Be prepared with door pricing and door form handy
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*Have the customer measure the existing door from end to end and top to
bottom, if a wood one piece flip up we must make a visit to the home.
*Are you looking for a door with upgrades or a standard door
*Identify what the customers needs are not allowing them to ponder over
things, direct them and get a clear answer so you are not giving them pricing
for eight different doors
*Confirm all details, agree on price, fill out electronic door form, fill out
paper door form, and close the deal.
*Your team assistant will verify all details while the customer is on the phone,
run the credit card for a deposit, and e mail the PO request.
ORIGIN: When door is sold origin will set as DOOR technician onsite for
verification the origin must be set as ESTIMATE
5:00PM-10:00PM
Going LIVE on the phones (lunch/dinner and additional breaks alternating)
We market aggressively, we are NOT the OVERHEAD DOOR CO however
we are San Diego Choice Overhead Door. We are not Twin City Overhead
Door, we are Twin City Choice Overhead Door, We are not Affordable
Garage Doors we are Affordable Choice Garage Doors. All coupons and
advertisements state Owned and operated by Garage Door Service.
Standard statement when in question, If you have reached me off of the

Day 1 (continued)
coupon or web site you are viewing, you have called the right place, how can I
assist you?
TIP OF THE DAY: We are LOCAL, do not tell a customer that you are
sitting in Dallas. We have placed warehouse locations on the sales screen so
you can provide an address if need be. Customers sometime ask where you
are at right off the bat, be ready to have an answer.
Standard response: Are you looking for our showroom or do you need
service at your home? Once they inform you they need service go right back
to attaining their information. If they press for an address you can provide
them with an address in their city once you have their zip code.
What do you do when a customer wont give you a zip code?
Standard response: We service as many customers as possible but we just
cant serve them all, may I have your zip code to ensure we can assist you.
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HOMEWORK BEFORE TRAINING TOMORROW

Log on to gdsweb.net, practice filling out the customers information, study the
sales screen and all features. We will be studying doors tomorrow, prepare
for this by studying Amarr doors. Be ready to show off your knowledge in
class tomorrow, using model numbers, knowing R-ratings, and utilizing
proper verbiage in regards to an Amarr door. Thank you for your attention
today, get some rest, study up, and lets FIRE IT UP TOMORROW!
Day 2 Professionally Serving our Customers and Technicians
12:00-1:00PM
Review Day 1, homework assignment, and roll play
*break into small groups and roll play
*previous customers
*unique/new customers
12:30-1:30PM
Miscellaneous incoming calls and what to do?
*Customers wanting an update on technician's arrival. READ NOTES you
may be able to save our dispatch team some time by reading notes and
updating the customer. If there are no notes updating the record, warm
Miscellaneous incoming calls and what to do? (continued)
transfer the call to the dispatch team and notate the record that the customer
is looking for eta.
*Telemarketing calls. NOT EVERY PERSON looking for the owner of our
company is a telemarketer, some customers feel they can speak to the owner
to provide feedback on their service. Identify that this truly is a telemarketer
and professionally let the telemarketer know that they are calling a call center
and they need to take us off of their list. E mail the telemarketing number to
your team assistant for blacklisting.
*Upset customers, DO NOT immediately transfer customers to customer
service, identify if there is a sales opportunity, if there is not warm transfer
to customer service. FYI there are no managers on the sales floor, DO NOT
tie up your manager with calls from customers that need to speak to a
manager. Customer service takes care of all customer concerns outside of
sales. Price dispute, complaints, unable to service warranty today, etc.
*Customers looking for updates on their door installation, if the door has been
accepted by the technician this call needs to be directed towards dispatch, if
9

the door is a special order door and not on the schedule you will warm
transfer to our purchasing department.
*Customers looking for services in other industries, professionally let them
know we are not who they are looking for and wish them well.
*Technicians needing assistance with closing jobs or on site with a customer,
transfer to the T.O. (take over) Team
*Customers wanting to cancel their appointment, overcome objections and
save the job! If the customer will not stay on the schedule transfer to
cancellations with the proper verbiage. let me get you to someone that can
help.
1:30-1:45PM
Miscellaneous appointments and how to set them
*Tenant/Landlord situations. You MUST verify who is responsible for
payment. When the landlord is paying and not on site you must capture
his/her credit card. If the tenant is taking responsibility for the service there
is no action to be taken outside of the normal appointment.

Miscellaneous appointments and how to set them (continued)

*When you sell product or plan on selling product that the technician doesnt
traditionally carry you must order the part for pick up and set the
appointment date out at least one day. (see technician load sheet and shared
document with what operators are carried in each city) SIDE NOTE: When
you sell product not traditionally carried on truck for the weekend, you
MUST schedule it for the Friday prior to the weekend so our technician can
pick up the product on Friday. Place as an ASAP on the schedule and flag
order parts. Dispatch will handle from there.
*Customer calling in for a warranty but you cant locate their information.
Dont let the customer go because you cant locate their information. Set the
appointment as usual, asking the right questions, refer back to setting a
previous customer.
*When in doubt, ASK. We must maximize every incoming call.
1:45-2:00PM
Break
2:00-3:30PM
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STUDY DOOR MANUFACTURER BROCHURES AND PRICING

*Roll play door sales and estimates
3:30-4:00PM
Scheduling philosophy and guidelines
*Warranties are never scheduled same day or weekends. You may schedule a
warranty between the hours of 12pm-5pm setting the appointment as a before
5pm or after 12pm with a call ahead.
*Set appointments for whenever the customer wants, if they are going to be
home all day set the appointment for a general time frame, before 12PM, after
2PM, etc with a call ahead. Choose wisely.
*When a new customer wants right now you give them right now with a $199
diagnostic
*Give effort to collecting a $149 diagnostic for anything past 6PM but do not
lose customers over it. When all else fails set the appointment!

Day 2 (continued)
4:00-5:00PM
Roll playing with team members
*break into small groups and roll play
*previous customers
*unique/new customers
5:00-10:00PM
Going LIVE on the phones (lunch/dinner and additional breaks alternating)
TIP OF THE DAY: Generally Precise. Being general with our customers,
providing no quotes, and knowing precisely what you are doing. Be smart
assume the sale and lead the conversation.
HOMEWORK: Study the Guardian and Lift Master brochures be prepared
to use verbiage during roll playing tomorrow.
Day 3 Professionally Serving our Customers and Technicians
12:00PM-1:00PM
Roll playing with team members
*break into small groups and roll play
*previous customers
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*unique/new customers
*estimates and doors sales
1:00-2:00PM
Operator Sales (review and roll play)
*Operator sales are very similar to selling a door or setting an estimate for a
door, minus the fact that our technicians carry operators on their truck.
*Follow the same steps as setting a traditional appointment, obtain customer
information and set the time.
*Customers seem to shop heavier for operators so we approach this four ways
-do you think we can repair instead of replacing?
-no quotes technician has several options on his truck
-the technician will have several options on his truck ranging between $351$550
Operator Sales (continued)
-hard quoting after the first two options
EXAMPLE: Do you think your current operator is repairable? We can have
our technician swing by, diagnose your operator and work on a cost effective
repair?
If customer isnt interested:
Not a problem we can take care of you. Our technician has several different
options on his truck, he will show you all options, and allow you to make an
educated decision on site.
If customer isnt interested:
I understand, we have cost effective options starting at $351 and going up to
$550.
If customer isnt interested:
I understand, what type of operator are you looking for, something cost
effective or with upgrades? Price accordingly.
DESCRIBING AN OPERATOR: Our operators are superior to others, with
solid one piece rails forged out of steel, state of the art technology, offering
security and safety features to ensure your family is safe and our door goes up
and down every time you press the button.
2:00-2:30PM
Standard quotes
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*Springs: $78-$128 per spring and $40-$60 per side to install, our technician
will diagnose the entire system and inform you if there are any other safety
concerns
*Gear and sprocket: $125-$150 parts and labor, however the gear is meant to
grind out so the motor doesnt get ruined, we diagnose and find out why this
happened
*Remotes/keypad: $59.99 for the remote and $69.99 for the key pad, we have
a social media coupon that offers a lube and tune for only $79.99 we can
program the remotes and perform the service for this. Remind the customer
that we will always have a repair or replacement option for them and that we
carry universal remotes and keypads that work 90% of the time. We will
have a resolution for them.

Standard quote (continued)

*Third party door: $250-$350 depending on installation area
*Third party operator: $125-$150 with our warranty covering the operator
*Spring drop off: $80 per spring or we can install for an additional $50
*Operator drop off: $250 or we can install for an additional $100
DO NOT GIVE QUOTES UNLESS YOU HAVE ALREADY GIVEN THREE
ATTEMPTS TO NOT QUOTE THE SERVICE REQUESTED
IF YOU CANT SET THE APPOINTMENT YOU MUST GET A T.O.
REMINDER:
Retention and following up with leads
*You are responsible for making outbound calls to customers that we were
unable to earn their business on their phone call in or while a technician was
on site. Your sales manager will provide you with goals and incentives in
regards to retention.
Your are accountable for every call that you pick up, do not transfer calls to
other team members. Handle every call that comes across your desk.
2:30-3:30
Roll playing with team members and
*break into small groups and roll play
*previous customers
*unique/new customers
*estimates and doors sales
13

*third party product installation

*customers asking to purchase parts
*operators

REMINDER: Every time you answer the phone and speak to a customer you
will be viewing a record, every time you view a record you must document
why you are viewing this record and what action you have taken.
BASIC NOTES EXPECTATIONS BELOW:

Day 3 (continued)
TECHNICIAN UPDATE: customer called looking for their technician,
transferred customer to dispatch
CUSTOMER SERVICE: customer called inquiring about their invoice, I
answered as many questions as possible and transferred to dispatch
SALE:***$89.00 RED TO $59.00***RED TO $39.00***RED TO $0.00***
CUSTOMER HAS A BROKE SPRING *** AGE OF THE DOOR AND OP
ARE 5 YEARS OLD***HOME OWNER WILL BE ON SITE*** DOOR
HAS NEVER BEEN SERVICED***OP SALE - SIZE OF THE DOOR
***EMAILED WEST PARTS ***DOES THE TECH HAVE ROOM TO
WORK IN THE GARAGE ***NO QUOTES***NO COUPONS***LOOK
FOR OTHER OPPORTUNITY****
ESTIMATE:***$89.00 RED TO $0.00*** CUSTOMER IS LOOKING FOR
A NEW 2 CAR GARAGE DOOR***CUSTOMER WOULD LIKE TO HAVE
IT INSTALLED NEXT WEEK***I ASKED THE CUSTOMER IF WE
GAVE HER A GREAT PRICE WOULD SHE BE READY TO INSTALL
NEXT WEEK, SHE SAID YES, GAVE RANGE OF $899 - $1399.00
(COMMITMENT) *** TECH - CUSTOMER KNOWS THAT WE ARE
COMING TO GET MEASUREMENTS***SET INSTALL DATE
***COLLECT A DEPOSIT***
PREVIOUS CUSTOMER: ***$89.00 RED TO $0.00*** WE WERE JUST
OUT ON 08.10.15***WE JUST INSTALLED GUARDIAN OP FOR $450.00
*** THE OP IS BEEPING*** CONCERNS ON INVOICE ARE SPRINGS,
ROLLERS, DRUMS***I PLANTED SEEDS WITH THE CUSTOMER
THAT WE WOULD COME BACK OUT AND LOOK AT THE DRUMS,
ROLLERS, CABLES, SPRINGS*** CUSTOMER KNOWS THEY WILL BE
14

SPENDING MORE MONEY*** TECH TECH I QUOTED SPRINGS 2 FOR

$249.00*** ROLLERS $75.00*** CABLES $200.00*** DRUMS $225.00 ***
RESET GUARDIAN***
3:30-5:00PM
Lunch/Dinner Provided
5:00-10:00PM
Going LIVE on the phones
Expectations and Commitment
We are a powerhouse in the garage door industry and growing into a $100M
company. We work hard, play hard and take pride in the company that we
have built from the ground up. We are welcoming you into our family like
atmosphere, expect professionalism and sales ability. You have been hired on
to our team as a business partner and are expected to learn our business.
By entering our facility, you agree to give 100% of what you have. There are
no excuses or second chances. Every day, every moment is an opportunity to
excel, to be more, to achieve your best. Do not squander your time by going
through the motions. Train hard and get results. At the end of the day, look
in the mirror and ask yourself if you gave your all. If you dont have that
level of commitment, dont waste your time or ours.
By signing this document you are stating that you are committed to our team
and learning our business, willing to assist customers, technicians, and any
member of our team with anything that may arise. If you dont know how,
you are committing to learn how to.
Our entire team appreciates your dedication, loyalty, and we will give 100%
to ensure your success with our company.
____________________________
(print) Business Partner

_____________________________
(signature) Business Partner

____________________________

_____________________________

(print) Trainer

(signature) Trainer

15

____________________________
Chief Executive Officer

_____________________________
President of Sales

16