Home security reps ready for a short door and a long contract
Security doors are fast and the contract is long. A new rep has seconds to earn a conversation and then has to explain monitoring and a multi-year agreement plainly. Shadowpitch lets them practice both out loud.
How a security door goes
Four steps. The first is about the street, the last is about trust.
The street
A reason to be on this street today, said in one breath, without telling a homeowner their neighborhood is dangerous.
What they have now
Ask what they already use, a doorbell camera, a dog, an old panel, and listen before saying anything about yours.
The walk-through
The doors and windows that matter in this house, shown rather than described.
The agreement
The monthly price, the term and what happens if they move, said plainly enough that they could explain it back.
What your reps will hear
Each one with what a good answer covers, a strong answer and a five-minute drill.
A play, start to finish: the street
A Tuesday evening in a quiet subdivision. The homeowner opens the door with a camera doorbell already chiming in his pocket, and he has seen you on it for the last ten seconds.
Nothing happens around here. We’re fine.
The homeowner
That’s good to hear, and I hope it stays that way. Most people I talk to on this street feel the same. Can I ask what you’ve got now, besides the doorbell?
The rep
Why it works
- It agrees with him about his street instead of trying to scare him.
- It asks what he already has, which tells the rep where the conversation is.
- It notices the doorbell, so he knows the rep is paying attention.
What managers see
Security teams often hire a big summer class, and every rep has to sound calm about safety and plain about a contract. Those are the two things that are hardest to hear in a role-play with a friend and easiest to hear in a recorded take.
In Shadowpitch each rep practices the street, the walk-through and the agreement against a voiced homeowner, keeps the takes worth hearing, and their manager approves them for the field.
Questions
How should a rep talk about crime in the neighborhood?
Carefully, and only with facts your company can source. Fear makes a homeowner close the door. Asking what they already have and listening works better than any story.
Can we practice explaining our own contract?
Yes. Your agreement becomes a play: the term, the monthly price, what happens when a customer moves, and your best rep’s way of saying it.
Does it work for a big summer class?
Yes. Every rep practices the same plays on their own phone, and managers see who has practiced, who kept a take and who is ready, across the whole class.