A.I.M. Rebuttals
Benefits of the Warranty (BOW)
When using a rebuttal during any Save attempt use applicable Benefits of the Warranty(BOW) based on the customer's warranty type to improve your save efforts.
Benefits for all warranty types:
- 24/7, 365 support
- Industry Leading 180-day Workmanship guarantee
- Licensed and Insured Service Network
- MyAccount customer portal
- Home Care Tips
Warranty Specific Benefits:
- Lockout Protection
- Appliance Discounts through the Appliance Buyline
- P3: Coverage for structural components
- Preventative Maintenance benefit
- Emergency Lodging Reimbursement
- Homeowner's Deductible Reimbursement
- Sears: 25% Non-Covered Repair Discount
- Filter Credit
Mid-Contract Price Change
Why are you raising costs in the middle of the year?
“I completely understand your concerns about the price increase. We do our best to deliver quality service at the lowest price possible.
Despite this commitment, costs associated with home repairs continue to rise, making it necessary for us to adjust pricing.
Rest assured, you will continue to enjoy the same great coverage and benefits including [insert BOW's]."
Despite this commitment, costs associated with home repairs continue to rise, making it necessary for us to adjust pricing.
Rest assured, you will continue to enjoy the same great coverage and benefits including [insert BOW's]."
Additional Talking Point:
“As referenced in your contract, there may be price changes outside of your annual renewal, and we will advise you with written notice of any changes at least 30-days in advance. Please refer to your agreement for full detail.”
Warranty Coverage and Price Comparison
Explore up/down-tier options when applicable.
Is my Coverage changing since my cost has changed?
"You will still receive the same benefits as outlined in your terms and conditions. We will continue to repair or replace covered items for mechanical failures caused by normal wear and tear."
Why should I keep this plan when I can get the same coverage at a lower cost somewhere else?
“A lot of warranties appear to have the “same” coverage. However, when you compare our coverage with other warranty companies, you’ll find that their plans are not as comprehensive as ours.
This is the reason they can offer their plans at a lower cost, but eventually, you will end up paying more due to the strict limitations.
This is the reason they can offer their plans at a lower cost, but eventually, you will end up paying more due to the strict limitations.
One of the main differences is Cinch offers a 180-day workmanship guarantee, whereas most companies offer between 30-60-days. With Cinch, we allow up to 6 months of guarantee that the service has been completed properly without charging another deductible."
P3 Warranty Talking Point
"We also cover structural components typically not covered under warranties such as concrete-encased plumbing, doors, seals, handles, and more.
Customer service support is provided 24/7 365-days a year. Regardless of the day and time, Cinch has you covered.”
Poor Experience / Service Request
Acknowledge:
"I regret to hear your experience was less than satisfactory, and I understand how it feels when the service you invest in isn't at its best when you need it. The warranty is designed to provide a hassle-free experience, however, as a large organization that partners with several different companies, there are times when we may experience challenges in our attempts to provide you with exceptional service.
We are working diligently to improve our services and customer experience. We can assure you that we will do our best to get your service resolved."
We are working diligently to improve our services and customer experience. We can assure you that we will do our best to get your service resolved."
Identify, Probing Questions:
- Was the repair completed or does it still need servicing?
- May I ask what was the issue with the service that did not meet your expectations?
- Were you provided with a reason as to why the warranty did not cover the failure on the [item]?
Move to Solution:
Ongoing Repair:
"Allow me to reach out so I can attempt to escalate further and have your issue resolved. Please allow me to offer you a month free for your inconvenience.
We would love another opportunity to show how beneficial the warranty is for you."
"Allow me to reach out so I can attempt to escalate further and have your issue resolved. Please allow me to offer you a month free for your inconvenience.
We would love another opportunity to show how beneficial the warranty is for you."
Misunderstood or Misrepresentation of Coverage
Acknowledge:
"I sincerely apologize that you were misinformed. It will be my absolute
pleasure to provide you with accurate information."
Identify, Probing Questions:
- To confirm, the previous agent advised you [repeat your
understanding of the caller’s confusion]?
- Can you please provide some details regarding the information
provided to you about the warranty?
- Do you have a copy of your Welcome Kit, or have you created
a “MyAccount” for your coverage?
Move to Solution:
Item Not Addressed:
"The warranty covers mechanical failures due to normal wear and tear. I will be more than happy to explain in detail how the warranty works and show you where to find the information in your agreement. You can also take advantage of our “MyAccount” website for immediate access to this information."
"The warranty covers mechanical failures due to normal wear and tear. I will be more than happy to explain in detail how the warranty works and show you where to find the information in your agreement. You can also take advantage of our “MyAccount” website for immediate access to this information."
Customer prefers a hardcopy: "
Please allow me to send you a copy of your welcome kit
including your coverage summary with the terms and conditions."
Chose Competitor
Acknowledge:
"I understand that you have received an offer from XYZ, however, we would
appreciate it if you would allow us this opportunity to educate you on the benefits
associated with our warranty."
Identify, Probing Questions:
- May I ask what was more appealing to you about the other warranty company when compared to ours?
- Have you had a chance to compare their coverage limits with what you currently have with Cinch?
Move to Solution:
"Some warranty companies can offer similar coverage at a lower
price due to strict limits on coverage, so eventually, their customers end up
paying more out of pocket. In addition to offering comprehensive coverage for
mechanical failures caused by normal wear and tear, all repairs and
replacements are backed by our industry-leading workmanship guarantee of 6
months, whereas most other warranties offer between 60-90 days.
We value you as a member and would love to continue to help you save time and money. By doing so, I am going to cover the cost of the next [number of months] of your warranty.
In the meantime, I welcome you to take advantage of our MyAccount website for immediate access to your coverage details online. You can also request service, manage billing, and more."Cost
Acknowledge:
"I understand how important
it is to maintain a feasible budget. Please allow me to review your account to
see what options are available to you."
Identify, Probing Questions:
- What items in your home concern
you the most, your systems or appliances?
- May I ask what you have in
place to protect your budget should one of your major systems/appliances
mechanically fail?
- Are you aware that we have added to our coverage to now include some structural components such as glass, doors, knobs, lighting fixtures, and concrete-encased plumbing?
Move to Solution:
"I encourage you to keep your plan active to help alleviate the
rapidly increasing cost of repairing or replacing systems and/or appliances in
your home. In addition to covering mechanical failures caused by normal wear
and tear for repair or replacement, your plan also includes our
industry-leading workmanship guarantee of 180 days, [additional BOW's].
Because we value you as a member of the Cinch family, I am going to cover the cost of the next [number of months] of your warranty."
Because we value you as a member of the Cinch family, I am going to cover the cost of the next [number of months] of your warranty."
Related Articles
Cancel Contract System Process
When a customer requests to cancel remember to use your AIM to Save Rebuttals. Save Offer/Cancel Contract is used to assist with retention efforts by displaying an Offer Incentive, and moving forward with cancelling the contract if the customer ...Associate Failed to Cancel Procedure
Requests to cancel must be processed immediately upon request if the agent is authorized to take action on the warranty. Sales efforts must be enacted on interactions involving a request for cancellation or a clear implication of cancellation. ...Retention Red Flag Policy
An eligible Retention sales call is when the customer indicates agreement to the sales activity and has a clear understanding of the activities being undertaken on their warranty. It is the responsibility of Retention Sales associates to use all ...Cancellation due to Surcharge
If cancellation occurs directly due to the surcharge, follow normal cancellation process and use the below reasons for cancellation: Main Reason: Pricing Cancellation Reason: Surcharge Rebuttals Use the following rebuttals to attempt to save the ...No Rebuttal - Enrollment/Renewal - Script
No Rebuttal - Enrollment/Renewal - Script Telemarketing regulations in certain states do not allow for rebuttals on sales calls for inbound and/or outbound phone calls. When we make or receive a sale/cancel call in one of these states, we must follow ...