In an effort to enhance the customer experience, all Membership Services associates are required to read a sales confirmation script and utilize ROD on every successful conversion. This includes renewal, customer direct enrollment, ODW and in some instances BDW (when initiated by the customer)
All closed sales must be confirmed with the customer prior to ending the call (within the last 2 minutes of the interaction) using the VERBATIM script below.
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RENEWALS |
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Mr./Ms. _______________, just to confirm, we will be <renewing your HMS warranty for an additional year/enrolling you in the HMS warranty> effective <date>.
You will be billed <monthly/annually in full/in 3 installments> through your <credit/debit card> and funds will be deducted on the <day> each <period> at the rate of $______.
If options/additions have been purchased:
In addition, we are adding/continuing coverage on <optional items being covered>.
If auto-renew:
As discussed, for your convenience, your warranty will now automatically renew upon expiration.
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ENROLLMENTS |
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Mr./Ms. _______________, just to confirm, we will be enrolling you in our HMS warranty effective <date>.
You will be billed <monthly/annually in full/in 3 installments> through your <credit/debit card> and funds will be deducted on the <day> each <period> at the rate of $______. If options/additions have been purchased:
We are adding coverage on <optional items being covered>.
If auto-renew:
As discussed, for your convenience, your warranty will now automatically renew upon expiration.
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CLOSING |
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Do you have any other questions that I can help you with today?
<address and proceed>
Thank you for your business, and please feel free to contact us in the future regarding your HMS 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.
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