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

My client just purchased a warranty, and I want to arrange for additional/optional coverage for them. 

TRANSITION STATEMENT

I would be happy to assist you with adding coverage and options to your client’s existing Cinch warranty. 

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

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

ADVISE

"We can add coverage and options, and additions to your client’s Cinch home warranty within 30 days of its effective date.  I would like to verify that we are within that period and that additional coverage and options can be added.  To do so, I will need to get some information from you.  This won’t take very long. "

ASK

Would you please verify the property address? <complete a search and verify the name of the homeowner> 

May I please have your client’s full name and best contact telephone number? 

Is there an alternate telephone number? 

DETERMINE

<30 Days Since Effective Date

"I see that the effective date of the warranty is less than 30 days ago, and we can add additional and optional coverage.

What additional coverage and/or options would you like to add to your client’s Cinch home warranty?

Selling the PUP 

<refer to state matrix and add additional/optional items.> 

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

We have added <name additions and options added, including cost for each> to your client’s Cinch home warranty. 

>30 Days Since Effective Date

"I see that more than 30 days have passed since the effective date of the warranty. 

In this case, we are not able to place additional or optional coverage on your client’s Cinch home warranty.  Please advise your buyer that the options/additions can be included in their coverage upon renewal."

AUTO RENEWAL (IF NOT ALREADY ESTABLISHED)

<Customer Name>, we understand how important your Cinch warranty is for <property address> and that you don’t want to experience an accidental lapse in coverage because of expiration.

To make sure that does not happen, we can set you up for automatic renewal.  This doesn't cost anything, and you can still cancel this at any time.

With your permission, I would like to set that option up for you.

Mr./Ms. ______________, you are currently protected until <expiration date> for replacements and repairs 

We will send written notice to you at least 60 days prior to the expiration of your Cinch warranty to remind you that you need to call our toll-free service number in order to renew your coverage. 

<provide toll-free number if requested> 

We want to make sure that you have continued protection against expenses related to unexpected failures in your time of need."

"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 placing additional/optional coverage on your Cinch home warranty.

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."

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

<address and proceed> 

Thank you for contacting us today regarding your client’s 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."