GREETING

Thank you for calling Membership Services.  This is _______________.  Who do I have the pleasure of speaking with?

How may I help you today?

SITUATION

I would like to order a warranty for my client.

- or -

I have questions/have a new property listing and need a warranty.

TRANSITION STATEMENT

I would be happy to assist you with placing a warranty on a property.

If conferenced or transferred from a client, Service Partner or any other department, also state:

VERBATIM:

"This call may be recorded for quality assurance and training purposes."

VERIFY NEED

When is the closing date?

ASSUME THE SALE

All I have to do is gather some information and we’ll get you enrolled right away.  This process is really easy and won’t take long to complete.

VERIFY

What is the property address, including the city, state and zip code?

<search to avoid duplicate enrollments and write down complete address, then proceed to appropriate workflow below, verifying information that is already in the system and adding information that isn’t>

If the property is not in the system, begin the enrollment process following the appropriate work flow below.

SHW

BDW

·         What is the first name of the person who will be on the warranty?

·         Is there a middle initial?

·         Please spell the last name.

·         What is the home telephone number?

·         Is there a work or alternate telephone number?

·         Is there an alternate mailing/billing address for the seller?

·         Will there be anyone else on the contract?

·         Who is the Realtor® on the transaction?  <obtain office name, address, phone number to locate the correct member broker number>

·         Is this a single family or multi-dwelling home?

·         When did the listing begin?

·         When does the listing expire?

·         Do you have a buyer for the property?

·         What is the first name of the person who will be on the warranty?

·         Is there a middle initial?

·         Please spell the last name.

·         What is the home telephone number?

·         Is there a work or alternate telephone number?

·         Is there an alternate mailing/billing address?

·         Will there be anyone else on the contract?

·         What is the member broker number?

·         Who is the Realtor® on the transaction?

·         Is this a single family or multi-dwelling home?

MENTION OPTIONS

<Realtor® name>, this plan offers additional coverage that can be added during the first 30 days after the renewal.  For example, <refer to state matrix: a/c, heating, hot water heater, toilets, refrigerator, etc.>.  Are there any additional items you would like to add to the buyer’s coverage for the new warranty term?

<Realtor® name>, your client is also eligible to add optional coverage within the first 30 days after the renewal.  For example, <refer to state matrix: swimming pool, spa, well pump, jetted bathtub, etc.>.  Are there any optional items that you would like to add to the buyer’s coverage for the new warranty term?

Selling the PUP

If Realtor is Not Sure

That’s fine.  Please let the buyer know that they are able to purchase additional or optional coverage during the first 30 days after their renewal.  As long as they/you call us to do so within this period, we can update the warranty to include the coverage they need.

ADVISE OF PAYMENT OPTIONS

<Realtor® name>, the total cost of the HMS home warranty <including additional and/or optional coverage items> is $______.

SEND INVOICE

For your convenience, we can email the invoice to your office or to the title company.  What email address should we use?

<capture email address and send invoice>

Physical Mail Requested

Fax Requested

Who should we send the form to, and where should it be mailed?

<capture physical address and request that form is mailed>

What is the fax number that you would like us to send the form to?

<capture fax number>

FORM OF PAYMENT (if Realtor® asks the forms of payment we will take)

Payment can be made using credit or debit card, or a check can be sent to us from your office or from the title company.

CLOSING

Do you have any other questions that I can help you with today?

<address and proceed>

Realtor® ARC Closing

Admin ARC Closing

Thank you so much for your business and for assisting your customer with placing a warranty on their home.

Please contact us at any time if you have any questions or need assistance with client matters.  We are available 24 hours a day, 365 days a year to provide service whenever you need it.

Have a great day/evening/night.