Real Estate: Buyer Conversion Script

Real Estate: Buyer Conversion Script

Purpose


This script is used when the property was covered previously with the Seller Home Warranty (SHW)and the coverage is converted to the buyer at closing. 


BCW Script

GREETING

Thank you for calling Membership Services.  This is <Agent's Name>.  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 Cinch Home warranty to the buyer. 
Congratulations on completing the transaction! 

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


 "Please be aware, we are on a recorded line..." 
ASK

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

  1. "May I have the property address?" <write down the address and do a search> 
  1. "What is the seller’s first and last name? "
  1. "When is/was the closing date?"
  1. "What is the buyer’s first name?"
  1. "Is there a middle initial?"
  1. "What is the buyer’s last name?"
  1. "What is the buyer’s best contact telephone number?"
  1. "Is there an alternate telephone number?"
  1. "What is the buyer's email address?"
  1. "Will there be more than one name on the Cinch warranty?" 
    1. If yes - "May I please have their first name?  Is there a middle initial?  What is their last name?"
  1. "Is the mailing and billing address the same as the property address?" 

"Thank you for providing the information."


BUYER OPTIONS/ADDITIONS

"<Realtor® name>, this plan offers additional or optional coverage that can be added during the first 30 days of the warranty.  

For example, <refer to state matrix – a/c, heating, water heater, toilets, refrigerator, swimming pool, well pump, outside line coverage, etc.>.  Are there any additional OR optional items that you would like to add to your Cinch warranty contract today?"

 

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 Cinch Home 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 calling Cinch Home Services 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."