Greeting

"Thank you for calling Membership Services. 

This is <Agent Name>. Who do I have the pleasure of speaking with?"

"<Customer Name>; How may I help you today?"

Customer's Response

"I would like to order/buy a warranty."

Transition Statement 

Recording Disclaimer
(when applicable)

"I am happy to assist you with placing a warranty on your property."

 For external transfers, please state.

"Please be aware we’re on a recorded line."

Verify Need

"Are you working with or were you referred by a real estate agent?"

(If yes, capture the information).

"When is your closing date?"

• If the customer has a closing date within 30 days of call, use ODW Homeowner's Enrollment Script

• If outside of 30 days, proceed

Plant the Seed

"We’re glad that you called! Having a home warranty is a very smart investment. 

It will provide peace of mind by protecting you against expenses associated with the unexpected failure of your home systems."

Discovery

What state is the property in?"

Choose one or more question and respond appropriately

• "How old is your home?"

• "How old are your appliances?"

• "How many air conditioning units do you have?"

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."

Wants to Buy

Proceed to Verify

Does Not Want to Buy

"If I may ask, is there any particular reason why?"

• Address concerns with appropriate rebuttals and if Homeowner changes their mind and wants to buy now, proceed to VERIFY.

• If Homeowner cannot be converted, proceed to CLOSE CALL.

Verify Address

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

• Search to avoid duplicate enrollments and write down complete address

• Proceed to appropriate workflow below, verifying information that is already in the system and adding information that isn’t.

If Refinancing:

"May I please have the reference number located on your offer letter/brochure?"

If Property Is Not in System, Begin the Enrollment Process Following the Appropriate Workflow Below

Gather Customer’s & Agent's Information

• “May I have the first name of the person who will be on the warranty?"
  
  
• "Is there a middle initial?"

• "May I have the last name" (ask for spelling if needed).

• "What is the home telephone number?"

• "Is there a work or alternate telephone number?"

• "Will there be a second user on the contract?"

• Who is the agent on the contract?

• Obtain the:
  
1. Office name
   
2. Address
   
3. Phone number
   
4. Locate correct Broker Number
   

• "Is there an alternate mailing/billing address?"

• "Is this a single-family or multi-dwelling home?

Dwellings used in whole or in part for commercial purposes or Homes listed in any historical register, including National Register of Historic Places are not covered.

If YES, proceed to Mention Options

If NO, say:

"Because the property is not used for residential purposes, I am unable to complete the enrollment."

Go to Close.

Mention Options

"<Customer’s Name> this plan offers additional or optional coverage that can be added during the first 30 days of the warranty."  

For example, <refer to coverage details – a/c, heating, hot water heater, toilets, refrigerator, swimming pool, well pump, outside line coverage, Premier Upgrade Package, etc.>

Refer to Selling the PUP as needed
 
"Are there any additional OR optional items that you would like to add to your Cinch warranty contract today?"

Advise

 “<Customer Name>; the total cost of your Cinch home warranty <including additional and/or optional coverage items> is $____

Payment Type

Credit/Debit Card

"Which credit card will you be using?  For your convenience, we take MasterCard, Visa, American Express, and Discover cards."

Based on skillset, follow one of the following procedures:

1. Non-PCI Compliant: TS&R Payments: Secure Payment Processing
   
2. PCI Compliant: Secure Deductible Payment
   
3. For ACH, click Here

 Mail in Check

"I will note that you will be sending in a check to us in the amount of $____.  Please be sure to include your warranty number on the check for reference. 
Your warranty number is <provide 8-digit contract number>."

Auto-Renewal
Credit and Debit Cards Only

"<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, Cinch home warranties are set up for auto-renewal. You will get a reminder letter as early as 60 days before renewal."

Customer Declines Auto-Renewal

Attempt at least one rebuttal

If customer still declines, say:

“<Customer Name>, 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.”

Sales Confirmation & Closing

Warranty Sold:

“<Customer Name> just to confirm, we will be enrolling you in our Cinch warranty effective <date>"

“You will be billed <monthly/annually in full/in 3 installments> through your <credit/debit card> and funds will be deducted on the <day> each <period> at the rate of $___.”

If options/additions have been purchased say:

"We are adding coverage on <added coverage items>.

If auto-renew say:

“As discussed, for your convenience, your warranty will now automatically renew upon expiration.”

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

Address and proceed

“Thank you for your business. Please contact Cinch anytime for your home warranty needs.

Your Welcome Kit will arrive within 7–10 business days.

Support is available 24/7, and service can also be requested online at my.cinchhomeservices.com with a registered account.”

Thank you speaking with me at Cinch Home Services. Have a great day/evening/night.”

Warranty Not Sold:

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

Address and Proceed

“Thank you for considering a Cinch home warranty for your property. Please feel free to contact us in the future if we can be of further assistance.  We are available 24 hours a day, 365 days a year to provide service whenever you need it.”

“Thank you speaking with me at Cinch Home Services. Have a great day/evening/night.”