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 am a Realtor® and need to change a warranty from a seller to a buyer.

- or -

I am a Realtor® calling to notify you of a closing.

TRANSITION STATEMENT

I would be happy to assist you with transferring the seller’s HMS home warranty to the buyer. 

Congratulations on the completion of the transaction!

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."

ASK

In order to transfer the Cinch warranty, I will need to get some information from you.  This won’t take very long.

May I have the property address? <write down the address and do a search>

What is the seller’s first and last name? 

When is/was the closing date?

What is the buyer’s first name?

Is there a middle initial?

What is the buyer’s last name?

What is the buyer’s best contact telephone number?

Is there an alternate telephone number?

What is the buyer's email address?

Will there be more than one name on the HMS warranty contract?  If yes, may I please have their first name?  Is there a middle initial?  What is their last name?

Is the mailing and billing address the same as the property address?

Thank you for providing the information.

BUYER OPTIONS

<Realtor® name>, this plan offers additional coverage that can be added during the first 30 days after the effective date.  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>, the buyer 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?

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.

ASK

Would you like the confirmation invoice emailed or faxed for the HMS warranty to the title company or to your office?

<obtain/verify email/fax number>

ADVISE

Do you have a pen and paper available in order to write down some important information? 

<allow time to get pen and paper if needed>

The effective date of coverage for the buyer is ______ and it will expire on ______.

The total cost of the warranty is $______ <including additional and/or optional coverage items>.

The warranty number will remain the same, which is ______.

CLOSING

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

<address and proceed>

Thank you so much for your business and for assisting the customer with the purchase of their new 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.