6 modules covering every phase of the call — from opening to payment collection. Word-for-word scripts, objection handling, compliance rules. Pass each quiz to certify.
Module 1 of 6
Solar Exit Fundamentals & Your Role
What Is a Solar Exit?
A solar exit is when a homeowner seeks help getting out of a solar panel contract, lease, loan, or PPA — typically because of fraud, misrepresentation, overcharging, or underperformance. Our job is to qualify these homeowners and connect them with Alliance Law, a nationwide legal team based out of Washington D.C. that specializes in solar contract resolution.
Why Homeowners Want Out
Sales Fraud / Misrepresentation — Installers promised savings that never came, lied about utility rates, inflated system performance numbers, or told homeowners they'd "get a check from the government" without explaining it's a tax credit they may not qualify for
Hidden Dealer Fees & Loan Markups — Lenders like GoodLeap and Mosaic bury dealer fees that inflate the total cost far beyond what was quoted. GoodLeap is currently in a class action lawsuit in Minnesota over this exact issue
High-Pressure Door-to-Door Tactics — Rushed signatures, no cooling-off period honored, same person selling AND qualifying for financing
System Underperformance — Panels don't produce what was promised, installer delays, equipment failures, system never replaced the electric bill
Payment Escalation — 12-18 month promo periods end, payments re-amortize and jump significantly — was never properly disclosed
Installer Out of Business — No warranty coverage, homeowner responsible for all maintenance, repair, and eventual disposal costs
Title & Lien Issues — UCC liens on the home, transferability problems when selling the house
How Alliance Law Actually Helps
Alliance Law's attorneys pursue multiple legal avenues depending on the homeowner's situation:
Representation Letter & Cease and Desist — Sent to the lender/creditor. Once received, the creditor can no longer contact the homeowner about solar payments. If they do, it gives Alliance further legal ammunition.
Contract Rescission — Canceling the contract based on cooling-off period violations or formation defects
Full FCRA Audit — Auditing credit reporting for violations
Pre-Litigation Demand — Attorney-backed demands that often force negotiation without going to court
Lawsuit if Necessary — Full litigation when other avenues are exhausted
Damages — In some cases, homeowners may be awarded financial damages beyond just contract cancellation
The Market
4+ million residential solar installations in the US with 15-20% reporting dissatisfaction — that's 600K-800K potential cases. Consumer protection agencies (CFPB, FTC, state AGs) are actively investigating predatory solar lending. GoodLeap is in a class action. Mosaic filed Chapter 11 bankruptcy on June 11th. The timing is ideal for homeowners to act.
Your Role — Know the Line
You are a consumer advocacy specialist — you qualify homeowners and connect them with Alliance Law
You are NOT a lawyer. You do NOT give legal advice, promise legal outcomes, or discuss legal strategy
You do NOT collect payment directly — you either transfer to the enrollment team or collect payment info and pass it through
You present the program. Alliance Law provides the legal work
If asked "Is this legal advice?" — your answer is always: "I'm not a lawyer, but I can connect you with the legal team who handles that"
Key Numbers to Know
Alliance Law callback number: 800-709-5654 — tell clients to save this in their phone as "Alliance Law"
Retainer fee: $4,850 flat rate — no hourly billing, no surprises
Extended payment plans available — if they can't do the full amount upfront
Spanish speakers: Transfer immediately to Maria — do NOT attempt Spanish yourself
Module 1 Quiz
Answer 4 out of 5 correctly to pass.
Module 2 of 6
Opening, Rapport & Special Protocols
Context: You're Receiving a Warm Transfer
The caller pressed 1 because they want help with their solar situation, or they were handed off to you from a setter. They've already shown interest. Your job is to build rapport, confirm their situation, and move into qualification. You may NOT know their name yet — always start by asking.
Phase 1 — Opening & Rapport
Step 1: Get Their Name
"Hey, how's it going? May I ask who I'm speaking to?"
Step 2: Acknowledge & Introduce
"Hey [their name], awesome — appreciate you taking the time. I'm Alex, and I'm just here to help."
Step 3: First Question (Install Date)
"Real quick so I know what we're working with — when did you get your solar installed?"
Step 4: Installer Name
"And who did you end up going with for the install — which company put it in?"
React Naturally Between Questions
After every answer, react BEFORE asking the next question. Examples:
"Oh wow okay" / "That long huh" / "Yeah that's a common range"
"Yeah I hear that name a lot" / "Okay yeah we see them a bunch"
If they share frustration: "Oh man" / "That's rough" / "Yeah that's not okay"
NEVER rapid-fire questions. Acknowledge → React → Then ask.
Step 5: Explain the Reason for the Call
"Ok cool, so real quick on why we're chatting — we help homeowners who were misled, pressured, or honestly just sold a solar deal that didn't turn out like they were promised. We work with a consumer law firm that can actually step in and help people either get reimbursed or even cancel their solar contract entirely if the sale wasn't done right."
Step 6: Ask Permission to Qualify
"If it sounds like you might be a good fit, I can walk you through it and you could qualify for either getting out of the contract or getting some money back. It's only a few quick questions — is that okay?"
If They Push Back on the Opening
"Who are you with?" — "I'm here to help — I work with homeowners who got a raw deal on their solar contract."
If they seem rushed/skeptical: — "Totally get it, I'll keep it short. Honestly most of the people we talk to end up glad they gave us five minutes."
Spanish Speaker Protocol
If the Caller Speaks Spanish — IMMEDIATE Transfer
If the person answers in Spanish, says they prefer Spanish, or is struggling with English:
Say: "Oh absolutely, let me get you over to Maria — she handles everything in Spanish. One moment please."
Then say: "Transferring you now to Maria." — and END your part. The system handles the transfer. Do NOT attempt to speak Spanish yourself. Do NOT try to continue the conversation.
Voicemail Protocol
If You Hit Voicemail
Leave this exact message, then disconnect:
Voicemail Script
"Hi, this is [Your Name] with Solar Exits calling because you may have options to get out of your solar contract if you were overpromised during the sale. Give us a call or text back at [number] when you have a moment. Thank you."
Voicemail Rules
Do NOT go silent / leave dead air on voicemail
Do NOT say the customer's name, address, or personal details
Do NOT improvise a long voicemail message
Keep it short, brand-safe, and disconnect cleanly
Conversation Style Rules
Use filler words naturally: "yeah", "so", "you know", "honestly", "look", "right"
Use contractions always: "you're", "that's", "I'll", "don't" — never "you are", "that is"
Vary sentence structure — don't start every sentence the same way
Short responses are fine: "got it", "okay", "mm-hmm", "totally", "makes sense"
Transition naturally: "okay cool so let me ask you about..." or "alright so switching gears..."
If they volunteer info early, do NOT re-ask that question — skip it
Module 2 Quiz
Answer 4 out of 5 correctly to pass.
Module 3 of 6
The Magic Wand, Company Intro & Full Intake
Phase 2 — The Magic Wand Question
After They Share Their Situation
Once they've told you about their solar problems, ask the Magic Wand question. This reveals their deepest pain point and what outcome they actually want.
The Magic Wand
"So, if I could do anything regarding your solar purchase — if I could wave a magic wand and change anything about your solar purchase — what would it be?"
LISTEN carefully for the pain point. Acknowledge it specifically — don't give a generic response. Then say:
Transition to Company Intro
"Thank you for that, we should be able to help. Before I start gathering some information, let me tell you a little about us."
Phase 3 — Company Intro
Company Introduction
"We're a nationwide team that specializes in working with consumers to identify options to help with the financial burden your solar system has caused you. In addition, we offer other services assisting with all types of consumer debts and contract issues. We've helped thousands of people across the nation and have a simple process to see if you're eligible."
Transition to Questions
"I just have a few quick questions to build your file."
Phase 4 — Full Intake Questions
Rules for Asking Questions
One question at a time. Wait for full response before moving to next.
React naturally between every question — acknowledge, react, THEN ask.
If they already answered something during the opening, skip it.
These are your GUIDE, not a word-for-word script. Rephrase naturally.
Section 1: Basic Info
1. "What is your full legal name?" (confirm spelling) • 2. "What is your email address?" • 3. "What is your phone number?" • 4. "What is the property address where your solar is installed?"
Section 2: Solar System Details
5. "Do you have a loan, a lease, or a power purchase agreement?" • 6. "What year was your system installed?" • 7. "What was the total cost of your system — the installed cost, not the total payback?" • 8. "What is your monthly payment? Has that price already gone up from the first 12-18 month promo period?" • 9. "Have you seen what the total payback is, after the life of the loan/lease/PPA?"
Math Tip: Total Payback
When you have their monthly payment, mentally calculate: payment x 300 = estimated total payback. Use this number to illustrate the financial burden. Example: $200/month x 300 = $60,000 total payback on a system that cost $35,000.
Section 3: Finance Company
10. "Who is the finance company for your loan, lease, or PPA?"
Finance Company-Specific Responses
If GoodLeap:
"Are you aware GoodLeap is involved in a massive class action lawsuit in Minnesota over not disclosing their dealer fees? Don't feel bad, you're not alone. There are major predatory lending practices sweeping through the entire nation and it sounds like you're a part of that. In light of what's happening with GoodLeap, your timing is interesting if you're ready to do something about your solar loan. We have many GoodLeap clients."
If Mosaic:
"Are you aware Mosaic recently filed Chapter 11 Bankruptcy on June 11th? We have many enrolled Mosaic clients and your timing is great if you're looking to get free from your Mosaic loan."
Section 4: Installer & Contract
11. "Are you able to access your solar contract and loan/lease/PPA documents?" • 12. "Do you remember the solar installer's company name?" • 13. "Is your installer still in business?" • 14. "Did your installer include a warranty on your system?"
If Installer Is Out of Business
"So that means if anything breaks, you have nobody to fix it and you'd have to carry that cost yourself."
Section 5: System Performance
15. "Do you know if your system is working properly?" • 16. "Does your solar system fully replace your electric bill?" • 17. If no: "How much is your average electric bill?" • 18. "Has it ever produced the power you were told it was supposed to?" • 19. "What was your average electric bill before solar was installed?"
If Still Paying Electric + Solar
"So now you're stuck paying both a solar payment AND an electric bill — that's more than before you had solar. I can see why you're frustrated."
Section 6: Sales Process
Transition: "The next area I need to understand is the sales process. Oftentimes people who went solar were victims to deceptive sales practices, big promises, inaccurate information and at times high pressure."
20. "Did you seek out solar or were you solicited by phone/door-to-door?" • 21. "Did you feel pressured or misled?" • 22. "Were you sold on having NO electric bill?" • 23. "Did your rep tell you you'd get a check from the government for up to 30% as an incentive?" • 24. "Did you understand this was a tax credit, not a check — meaning you only get it if you owe that much in taxes?" • 25. "Did you receive the amount they promised?" • 26. "Was your sales rep the same person who qualified you for financing?"
Section 7: Financial Impact
Transition: "[Name], thank you for all of this. Based on what you've already told me there are options. Before I get the approval, I need a basic understanding of how this has impacted you financially."
27. "Are you on a fixed income? Social Security, retirement?" • 28. "Has the additional solar payment, on top of the electric bill, put a burden on your budget?" • 29. "Has the decision to get solar put you in a better or worse financial position?" • 30. If installer out of business: "Would maintaining and repairing a degrading system be a financial burden, since you no longer have a warranty?"
Module 3 Quiz
Answer 4 out of 5 correctly to pass.
Module 4 of 6
Objection Handling — Every Response You Need
The Objection Framework
Every objection follows: Acknowledge → Clarify → Redirect or Release. An objection means they're still on the line — someone who truly doesn't care hangs up. Handle it calmly and convert.
"I'm busy right now"
"Totally understand. I can keep it quick, or I can have someone reach you later today. Which is better?"
"I'm not interested"
"No problem. Before I let you go — is that because everything with your solar setup is fine, or you just don't want a call about it?"
"Who is this? / How did you get my number?"
"We're a nationwide team that helps homeowners dealing with solar-related financial issues — loans, leases, or PPAs that aren't working out as promised."
"What does it cost?"
"You're qualified for a flat rate retainer — so no hourly billing. The exact amount depends on your specific situation, which is what we're working through right now."
"Is this a scam?"
"That's a fair question. We're a nationwide team, and our legal partner Alliance Law is based in Washington D.C. with a team of attorneys who specialize in solar contract resolution. We've helped thousands of homeowners."
"I need to think about it"
"I completely understand this is a big decision. Here's the thing though — while you're thinking about it, you're still making those payments. The sooner we get the representation letter and cease and desist sent out, the sooner they can't contact you and the legal team can start working on your case."
"I can't afford it right now"
"I understand the upfront flat rate retainer isn't something that'll work right now. Let me put in a request for an extended payment option." [Pause briefly] "Ok, the good news is you're approved for an extended payment plan. We can break this into monthly payments. Would that work better for you?"
"I already have a lawyer / provider"
"Understood. A lot of people we speak with already have someone helping. We only check to see if a quick review of your situation would be useful — no obligation."
"Take me off the list / Don't call again"
"Absolutely. I'll mark that right now and you won't be contacted again. Have a good day." — Mark DNC immediately. This is a LEGAL requirement.
Critical Objection: Secured Loan
"But the loan is secured to my home — won't they foreclose?"
This is a common fear. Here is the exact response:
Secured Loan Response
"The creditor has secured the loan to the panels and equipment — not to your house. Many consumers believe this means it's secured to your home. It's not. As you go through this resolution process, the creditor has the legal right to repossess the panels, not foreclose on your home. However, we have never seen this happen. It costs them about ten to fifteen thousand dollars to do a roof reset — they need to pull permits, hire a local installer with a master electrician, remove the panels, repair the roof, get it inspected, and they're fully liable for any damage. Then they have to environmentally dispose of panels that have no market value. It makes no sense for them to do that, although they have the legal right."
Never Do These During Objections
Argue with a hostile contact — ever, for any reason
Keep pushing after a clear, firm "no" — one redirect maximum
Ignore a DNC request — this is a legal compliance issue
Make up facts or legal claims to keep them on the line
Promise specific dollar amounts unless calculated from their actual numbers
Speak for more than 3-4 sentences without pausing for them
Module 4 Quiz
Answer 4 out of 5 correctly to pass.
Module 5 of 6
The Close — Confirmation, Alliance Law & Payment
Phase 5 — Verbal Confirmation
Get Verbal Confirmation
"So based on everything you've shared with me, it sounds like you may be eligible for our solar contract resolution program. Before I go over how it works, I just need a quick verbal confirmation. Can you just say 'I' and then your full name and 'confirm' — so for example 'I John Smith confirm'?"
After They Confirm
"Ok perfect, let's move forward. So here's the good news — based on your situation you are eligible to get into the process of potentially being compensated for the losses your solar contract has caused you."
Phase 6 — Alliance Law Presentation
Introduce Alliance Law
"You would have legal representation from our law partner Alliance Law. Alliance has a nationwide team of attorneys, based out of Washington D.C., that specialize in going directly after the original creditor to remove the liability from you and even at times seek damages, based on your unique circumstances."
Build Confidence
"This is really good for you. It puts the creditor on the defensive as you now have a law firm retained to fight this head on for you. Alliance will evaluate our intake and build a path based on your unique circumstances."
The Four Steps — Explain Each One
Step 1: Representation Letter & Cease and Desist
"Alliance will send a representation letter to the responsible parties, letting them know that you have retained them as your legal counsel. From this point forward, they cannot contact you regarding your solar system payments. If the creditor tries to contact you after that, they could be liable for violation of the law and it gives Alliance further ammunition to seek damages."
Step 2: Offensive Legal Strategy
"Alliance will establish the appropriate path to go on the offense against the creditor. This could include aggressive negotiation tactics, the dispute process, a complete FCRA audit, a pre-litigation demand, a lawsuit if necessary, and any other legal means to remove the burden."
Step 3: Full Legal Leverage
"Regardless of the path they use, you are represented and they are going to leverage all available legal strategy to at a minimum provide a resolution with the solar contract. In some cases, you may even be awarded damages if your situation allows for that."
Step 4: Peace of Mind
"Moving forward you have peace of mind that you have a team of attorneys working on your behalf to remove the burden that has impacted your family due to the high pressure sales tactics and deceptive lending practices."
Check Understanding"Does this all make sense so far?"
Phase 7 — Retainer Presentation
Present the Retainer
"There is a flat rate retainer fee for the law firm to take on your case — forty eight fifty, flat rate. No hourly billing, no surprises. And there are flexible payment options if you need to break it up. Remember, you would no longer be making that solar payment, so most of our clients actually end up saving money right away."
Phase 8 — Payment Collection
Offer Options
"So the next step is getting the retainer taken care of so Alliance Law can officially start working on your case. Now, someone from the legal team can call you to walk through the payment details if you prefer, or if you want to go ahead and take care of it right now while we're on the phone I can help you with that too. Totally up to you."
If They Want to Pay Now — Credit/Debit Card
1. "Is it the first and last name on the card?"
2. "Go ahead with the card number whenever you're ready."
3. "What is the expiration date?"
4. "And the CVV, those three or four digits on the back?"
5. "And is the billing address the same as your property address?"
Repeat back: "Ok I have the card ending in [last 4], is that correct?"
If They Want to Pay Now — Checking Account
1. "Is it a checking or savings?"
2. "What is the routing number?"
3. "And the account number?"
After Collecting Payment Info"Perfect, I have all of that. Your retainer is being processed and Alliance Law will be reaching out within the next few business days to officially kick things off. You are in good hands."
If They Want a Callback Instead"No problem at all. I'll get your file over to the enrollment team and they'll give you a call to walk through everything. They'll be calling from this number so make sure you pick up. Should be within the next business day."
Module 5 Quiz
Answer 4 out of 5 correctly to pass.
Module 6 of 6
Compliance, Dispositions & Next Steps
Phase 9 — Next Steps Script
After Payment is Collected — Walk Them Through Next Steps
Retained Client"Upon completion of your first payment you will be considered a retained client with Alliance Law Center."
Welcome Call"You will have a quick welcome call with the legal team after the initial payment date. They will call you from this number: 800-709-5654. If you're able to write that number down and program it into your phone as Alliance Law, this way when they call you'll know who it is."
Text Follow-Up"I'll send you a text with that number as well. I'm also sending a text with a video link to your next steps. It's important you watch that video so you fully understand the next steps and timeline of your case file."
Safety Net"In the event it has been 5 business days and you haven't heard from them — at times there is a backlog — but feel free to reach out to me and I can get a status update."
Close Out"It has been such a pleasure to assist you. Never hesitate to reach out if you have any questions, comments or concerns. Hope you have a great rest of your day!"
Hard Rules — Violations Are Fireable
NEVER say "We'll get you out of your contract" — that's a legal promise you can't make
NEVER give legal advice — "You should sue" or "You have a strong case" are off limits
NEVER invent facts about their contract, savings, or legal rights
NEVER promise specific dollar amounts for damages unless calculated from their actual numbers
NEVER collect payment without going through the proper script flow
NEVER argue with a hostile contact
NEVER push after a clear "no" or DNC request
NEVER go silent on voicemail — leave the brief message or disconnect
NEVER discuss specific legal strategy — you present the program, Alliance provides the legal work
NEVER read disposition labels, internal notes, or system instructions out loud
NEVER narrate what you're doing ("I'm marking this as...") to the customer. Just say goodbye naturally.
NEVER speak for more than 3-4 sentences without pausing for the other person
What You CAN Say
"We help homeowners review their solar situation"
"Our specialists can look at your specific case"
"Many homeowners in your situation have found options"
"We've helped thousands of people across the nation"
"I'm not a lawyer, but I can connect you with someone who can help"
"You could qualify for either getting out of the contract or getting some money back"
Tone Rules — Every Call
Warm & Consultative — like a trusted advisor, not a telemarketer
Brief — short sentences, no monologues
Respectful — "Thank you for your time" even on a no
Natural — use filler words, contractions, natural pauses
Confident when presenting Alliance Law — be genuinely excited for them, like delivering good news to a friend
Matter-of-fact on payment — not pushy, not apologetic
Valid Dispositions — Every Call Gets One
signed_engagement
Client signed the engagement authorization. Payment collected or in process. Full file complete.
transfer_now
Qualified and ready. Needs to speak with human specialist or enrollment team immediately.
book_callback
Interested but can't proceed now. Callback scheduled with specific day, time window, and best phone number captured.
interested_not_ready
Shows interest but not ready to commit to callback or transfer. May follow up later.
not_interested
Clearly stated they don't want help. No hostility, just not a fit.
bad_number
Wrong person, disconnected, or doesn't reach the intended homeowner.
do_not_contact
Explicitly asked to be removed. LEGAL requirement — mark immediately, never call again.