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 just purchased a warranty and want to purchase additional/optional coverage.

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."

TRANSITION STATEMENT

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

ADVISE

We are able to add coverage and options to your 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.  In order 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 full name and home telephone number?

Is there a work or alternate telephone number?

MENTION OPTIONS

Mr./Ms. _______________, what additional coverage or options would you like to add to your Cinch home warranty?

<Refer to the options and additions table within the state-specific matrix and advise homeowner of additional cost associated with adding>

Selling the PUP

WARRANTY INFORMATION

Do you have a pen and paper available in order to write down some information?  <allow time to get pen and paper if needed>

The total cost of your warranty is now $______, which includes protection for the <refer to the options/additions list in TIMX and state all items purchased>, with a $______ deductible per claim.

For reference, your warranty number is ______.

<if warranty has automatic renewal, go to VERIFICATION>

<if warranty does not have automatic renewal, continue>

AUTO-RENEWAL (IF NOT ALREADY ESTABLISHED)

Mr./Ms. ______________, 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 anytime.

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

If Yes:

If No:

Mr./Ms. ______________, thank you for taking advantage of our automatic renewal feature for your Cinch warranty. 

You will continue to have peace of mind and protection from unexpected failures in your home.

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.

CLOSING

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

<address and continue>

Thank you for your continued business, and please feel free to contact us in the future regarding your 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.