Solar and energy customer adviser: how to train and review the role
Meets homeowners, shops, farms and small factories to explain solar, battery, EV charger or service options, visits the site, prepares a basic proposal and follows up after installation. Reports to the sales manager or project head.
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Share your requirementsWho usually fills this role
Usually graduates or diploma holders from sales, electrical or construction fields, or former technicians who speak well. At hiring, test plain explanation of savings and risks without exaggeration, basic site reading, comfort with numbers on bills and loans, honesty and follow-up.
Skills ladder
Stage 1
New joiner
- Explain the basic offer and process in simple words
- Collect electricity bill, roof and site details
- Use the approved proposal format
- Follow up on enquiries and log them
Stage 2
Independent
- Do a site survey with the design team and brief the customer
- Explain savings, costs, subsidy process and risks honestly
- Track leads, proposals and installation steps
- Keep customers informed and handle simple complaints
Stage 3
Senior or lead
- Handle larger commercial and complex customers
- Check proposals for unrealistic claims before they go out
- Coach newer advisers on honest selling
- Use feedback from sites and service to improve the offer
Training path
First weeks
- 1
Product and process basics
The sales manager and engineer explain system types, components and the installation steps. The joiner explains these to a colleague as to a customer, and the manager gives feedback.
- 2
Reading bills and sites
A senior shows how to read electricity bills, load and roof space. The joiner works through sample bills and site photos, and the senior checks the findings.
- 3
Honest proposals
The manager reviews proposals and shows which claims are fair and which exaggerate. The joiner prepares sample proposals and the manager marks statements to remove or qualify.
- 4
Customer log
The joiner logs leads and follow-ups. The manager checks the log daily at first and points out missing next steps.
First year
- 1
Site survey and design handoff
The adviser joins surveys and learns what the design team needs, such as shading, roof type and cable routes. Handoff notes are reviewed by design.
- 2
Money questions
Finance staff teach how loans, payback and subsidy support are explained without promising approval. The adviser practises and the manager checks the wording.
- 3
Handling objections
Role-play on price, trust, previous bad experiences and competitor claims. The adviser gets feedback on honesty and listening. The adviser gets feedback on honesty, listening and whether the customer's concern was really answered.
- 4
After-sales and complaints
The adviser follows a customer through installation and service and learns to log and route complaints. The service team shares recurring problems.
Towards senior
- 1
Commercial customers
The manager moves the adviser to larger customers with a senior in support and reviews the proposal and meeting. The manager moves the adviser to larger customers with a senior in support, and reviews the proposal and the meeting afterwards.
- 2
Proposal review
The senior reviews others' proposals and reports common exaggerations to the manager. The senior reviews other advisers' proposals before they go out, flags unrealistic savings or timing claims, and reports common problems to the sales manager.
- 3
Coaching advisers
The senior accompanies new advisers on visits and gives feedback, with the manager checking notes. The senior accompanies new advisers on visits and gives feedback on honesty and listening, with the manager checking the notes.
- 4
Feedback loop
The adviser collects feedback from installation and service about promises that were hard to keep and suggests changes to the offer.
Performance review
A monthly one-to-one with the sales manager using the lead log and sample proposals, and a written half-yearly review. Visit a customer site together each quarter to see how the adviser works.
What to measure
| Measure | How it is seen |
|---|---|
| Honesty of proposals | Sample proposals read for claims about savings, timing and subsidy. |
| Site information quality | Survey notes compared with what the installation team finds. |
| Follow-up discipline | Lead log checked for follow-ups, proposals and closures. |
| Customer experience | Feedback, complaints and installation team comments about promises made. |
| Product knowledge | Observed explanation and short checks after product changes. |
| Handoff quality | Design and project team feedback on the information received. |
Evidence to bring
- Lead and follow-up log
- Sample proposals
- Survey notes
- Customer feedback
Questions to ask in the review
- Which customer was hardest to advise and why?
- Where did you tell a customer something they did not want to hear?
- Which of your promises were hard for the team to keep?
- What do customers ask that you cannot answer?
- How do you track follow-ups?
- Which proposals came back for changes?
- What do competitors say that you find hard to counter?
- What training do you need?
Pitfalls
- Judging on orders won only, which encourages inflated savings claims.
- Giving advisers no training on bills, subsidy and loans.
- Not letting installation staff tell sales what promises caused trouble.
- Ending the adviser's contact once the order is signed.
Questions about this role
Give a standard way to calculate savings, have proposals reviewed before they go out and discuss complaints about promises with the adviser. Avoid incentives that reward only quick signing.
Fuel retail advisers deal with fleet customers, loyalty and station services rather than site surveys. Use the same ladder with different product and customer training.
Explain the process in general terms and say that eligibility and rules change. Confirm current schemes and any claims with your adviser or the official source.