|
Sales Confirmation |
|
This script must be read verbatim before the close of your call. “Thank you <Customer Name>! Do you
have any other questions for me today?” (If no other questions)
“Thank you <Customer Name>! Just to
confirm, we will be keeping your <Product Name> Warranty active.
<Monthly/Annually/3 Installments> billing will continue through your
<Credit Card/Mortgage/Bank Account> at the rate of <Amount>. Is
that ok?” (Wait for a response)
If there are further questions – Address
questions and repeat sale validation scripting. “Thank you <Customer Name>! Just to
confirm, we will be keeping your <Product Name> Warranty active.
<Monthly/Annually/3 Installments> billing will continue through your
<Credit Card/Mortgage/Bank Account> at the rate of <Amount>. Is
that ok?” (Wait for response)
If there are no further questions – Brand and close the call. “Thank you for calling Membership Service. Have a great day.” |
|
Retention/3rd Party Enrollment |
|
This script must be read before the close of your call. You'll have 30 days to review your
benefits at absolutely no cost and with no coverage. Unless you call to cancel during that time,
your coverage will begin automatically after the 30-day review period for a
full year of protection and savings at the low monthly fee of
$<amount>.
You will receive your <product name>
agreement within 7 to 10 business days.
As with all important documents, we recommend that you read through
your agreement. Again, you will have
30 days to review the material with absolutely no obligation to continue.
Just to verify I have your approval
to process your enrollment and that you know how you will be billed; I just
need your city of birth or date of birth. What would that be, please?” [Confirm the date or city of
birth and capture it in the notes. Go to Close Call] IF NOT GIVEN: “Mr./Ms. _____, I can
certainly understand your hesitation, however, I cannot complete your
enrollment without your confirmation.
May I please have your city of birth or date of birth?” IF NO: “Mr./Ms. [Name], I would like to
thank you for your time today, but unfortunately, I will not be able to
enroll you. Thank you for calling
Membership Services and have a great day/night.” Thank you for your business, and please feel free to contact us in the future regarding your Cinch home warranty. We are available 24 hours a day, 365 days a year to provide service whenever you need it. Have a great day/evening/night. |
|
Sears Brand |
|
Opening Script: “Thank you for calling the Sears Home Warranty Support Center, my name is [your name] Closing Script: “Thank you for calling the Sears Home Warranty Support Center, my name is [your name]. |
|
Call Recording Disclosure Requirement |
|
“This call is RECORDED and may be MONITORED
to improve quality." |
|
Verbal Agreement |
|
This script is to be read Prior to obtaining any credit card, ACH/DDA information from a customer to set up recurring charges. This procedure should also be used when credit card information is updated, including updates to the expiration date. "Customer
Name>, please be advised that this call is recorded
You understand the [Annual/Monthly/3-month install] amount of [$XX.XX] plus applicable taxes will automatically be billed using the information you provide and will occur on [Billing Date]. If the charge is returned, your protection will be canceled. This coverage is for one year and will automatically renew each year unless you discontinue before the renewal date. <Customer Name>, with the understanding of the billing terms I have read to you, do I have your authorization to proceed?” Note: GET AFFIRMATIVE YES. |
|
NON-RENEWAL (SERVICE COMPANY OPTION) |
|
(Customer Name), the company (Cinch), like
all organizations, review their business portfolio and make decisions to
conduct business based on this. All
businesses evaluate various factors when deciding to offer products or
services in certain areas. Things such
as the ability to provide a product or service at the level expected,
operating costs or the given market’s needs.
This is a standard practice for all businesses and I am sure, you
would understand a business’ need to make these hard decisions. As it is your right per the contract to
discontinue the warranty, the company can exercise the same right. Decisions to not renew a warranty are taken
very seriously and made in alignment with our business goals. At this time, the company has decided not
to renew your warranty. If no additional questions, proceed to
wrap up. If additional questions: (Customer Name),
we understand your concerns and want to ensure you that the decision to
non-renew the warranty involved extensive consideration. At this time, the company has decided not
to move forward with the renewal of your warranty in alignment with our
business plan. Wrap-up: (Customer Name), we at (Cinch), apologize for any inconvenience this may have caused. If still active: Your warranty is set to expire on (date), we would recommend using this time to seek coverage alternatives. |