Overview
Field Pro uses artificial intelligence (AI) models to identify trackable moments and create bookmarks. You can search and use bookmarks to review key moments from the technician's conversations and keep track of the technician's performance.
Who uses this feature
Technicians, administrators, business owners, and sales managers
Feature configuration
To get started with Field Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager (PAM).
If you're an existing Sales Pro customer and want to migrate to Field Pro, please fill out this form.
Things to know
Bookmarks can’t be customized.
Field Pro bookmarks
This list defines each bookmark and the identifiers Field Pro looks for in conversation transcripts, such as typical phrases, actions, and context that signal the moment. Use them to align terminology with your team and quickly navigate recordings for faster coaching.
Customer Interaction & Engagement
Door Greeting: When the technician or the customer says hello and starts the interaction.
5-Star Expectation: The technician sets expectations at the beginning of the visit that their goal is to create a five-star experience for the customer.
Service Commitment: The technician reassures the customer of excellent service by highlighting the company's expertise, reliability, and accolades to build trust.
Company Story: A company representative shares the company’s credibility and background. For example, when they discuss aspects that establish the company's values, history, reputation, expertise, geographic presence, values, leadership, service quality, warranties, and unique selling points.
Membership Program: The technician mentions the company membership program. The membership program might also be called a club membership, or a unique name but it should still represent a membership that the customer has with the company.
Customer Needs & Diagnostics
Comfort Survey: The technician asks the customer diagnostic questions to understand basic information about how long they've been in the home, and the age of their system or unit.
Issue/Pain Discovery: The technician asks identifying questions to understand the customer’s specific problems to uncover problems that can be addressed by the company's products or services.
Service & Work Process
Agenda: The technician outlines their agenda for the visit, setting expectations and explaining the planned tasks.
Permission to Enter: The technician asks the customer for permissionto enter the home.
Shoe Covers: Technician mentions putting on shoe covers. They may also explain that its’t to keep the customer’s home clean.
Park Job Confirmation: The technician confirms that their vehicle is parked in a suitable or approved location.
Breakaway: The technician steps outside to grab something from his vehicle or to build out pricing quotes and usually occurs early or midway through the conversation.
Presenting Solutions & Pricing
Options Presentation: The technician presents options regarding products or services they can offer to the customer.
Price Presentation: The technician shares the price of services or products that are in discussion to be completed.
Offering Financing: The technician presents and discusses the various financing options available to the customer for their project or purchase. This step typically happens after the price presentation and aims to make the purchase more accessible by spreading the cost over time or offering alternative payment methods.
Warranty: When the technician discusses the warranty details of the offered product or service. This step is crucial for informing the customer about the protection and support they receive after their purchase, which can be a significant factor in the decision-making process.
Closing & Scheduling
Service Check: The technician asks the customer if they did an excellent job after completing the service or work.. This occurs after the service or work is completed.
Request Review: The technician asks the customer for a review.
Scheduling: The technician works with the customer to schedule future appointments.
Additional Communication
Call Manager: The technician says they're going to call to their manager or supervisor for consultation or approval.
Sitdown: Technician or customer asks to sit down for a more in-depth discussion about the project.
Contact Information: Technician asks for or confirms the customer's contact details, such as their email address, phone number, or mailing address. This step is important for follow-up communication, sending quotes or invoices, and maintaining customer records. It happens early in the interaction or near the end of the sales process.