Discover Before You Recommend
Identify customer needs before discussing Membership.
Different homeowners need different solutions.
Recommendations should always be based on customer needs, not on the plan you know best.
Two minutes of discovery prevents a recommendation the homeowner cancels later.
Six things worth knowing
Discovery is short. These six topics cover almost every homeowner.
Current home
Age, size and how long they've owned it.
Number of systems
How much there is to keep track of.
Maintenance habits
Proactive, reactive, or nothing at all.
Previous repair experience
What went well and what didn't.
Warranty concerns
What they think is covered versus what is.
Future plans
Staying, selling, renting or renovating.
Five homeowners, five conversations
Switch between homeowners to see what each one is actually worried about.
New Homeowner
Just moved in and doesn't know the home's history.
- No idea when systems were last serviced
- Unsure what is under warranty
- Surprise repairs early on
- Getting organized
- Avoiding unknowns
- Learning the home
Lead with the unknown history. Passport gives them a starting record instead of a guessing game.
Choose the next question
Which discovery question comes next?
Read the homeowner, then pick the question that moves the conversation forward.
“'We just bought the place — it's about thirty years old.'”
Turn their words into the reason
Check your understanding
Which is a discovery topic?
A homeowner just moved into a 30-year-old house. What is the best next question?
A customer says: 'I've never really organized anything about my house.' Best reply?
An investor with several properties most likely prioritises…
Ask before
advising.
You can now…
- Name the six discovery topics
- Choose the right next question for a homeowner
- Recognise the five common homeowner personas
- Turn a homeowner's own words into the reason Passport fits
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