Do you currently have hot water?

If NO (show empathy and provide further reassurance we can help)

• I'm sorry to hear you're water heater has stopped producing hot water.
• Your comfort is our priority, and we will do everything we can to provide you with the best options and installation ASAP!

If YES - why are you considering replacing?

Acknowledge reason and use when building rapport.

(ie. they mention it's due to insufficient hot water, say something like- we originally had a 40Gal tank in our home, I noticed it wasn't keeping up with my family's needs, so we upgraded to a 50Gal.

We're now able to run the shower and laundry without worrying about running out of hot water).