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 would like to order/buy a warranty.

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 placing a warranty on a property. <capture the caller’s relationship to the warranty>

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?

PLANT SEED

We’re glad that you called/We appreciate your call!

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.

QUALIFYING QUESTION

What state is the property in?

Choose one question and respond appropriately with BOW <see attachment>:

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

DOES NOT WANT TO BUY

<proceed to VERIFY>

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

BDW, ODW

REFINANCE

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

<search to avoid duplicate enrollments and write down complete address, then proceed to appropriate workflow below, verifying information that is already in the system and adding information that isn’t>

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

<search to avoid duplicate enrollments and write down complete address, then proceed to appropriate workflow below, verifying information that is already in the system and adding information that isn’t>

May I please have the reference number located on your offer letter/brochure?  <also known as CCM number>

If the property is not in the system, begin the enrollment process following the appropriate work flow below.

BDW

ODW

·       What is the first name of the person who will be on the warranty?

·       Is there a middle initial?

·       Please spell the last name.

·       What is the home telephone number?

·       Is there a work or alternate telephone number?

·       Is there an alternate mailing/billing address?

·       Will there be anyone else on the contract?

·       Who is the agent on the transaction? <obtain office name, address, phone number to locate the correct member broker number>

·       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.  Is this a residential property?  

If yes, continue gathering enrollment information.

If no, say:  Because the property is not used for residential purposes I am unable to complete the enrollment. Go to Close.

·       What is the first name of the person who will be on the warranty?

·       Is there a middle initial?

·       Please spell the last name.

·       What is the home telephone number?

·       Is there a work or alternate telephone 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.  Is this a residential property?  

If yes, continue gathering enrollment information.

If no, say:  Because the property is not used for residential purposes I am unable to complete the enrollment. Go to Close.

MENTION OPTIONS

Mr./Ms. _______________, this plan offers additional coverage that can be added during the first 30 days of the warranty.  For example, <refer to state matrix – a/c, heating, hot water heater, toilets, refrigerator, etc.>.  Are there any additional items that you would like to add to your Cinch warranty contract today?

Mr./Ms. _______________, this plan also offers optional coverage that can be added within the first 30 days of the warranty. For example, <refer to state matrix – swimming pool, spa, well pump, jetted bathtub, etc.>.  Is there any optional coverage that you would like to add to your Cinch warranty contract today?

Selling the PUP

ADVISE

Mr./Ms. _______________, the total cost of your Cinch home warranty <including additional and/or optional coverage items> is $______.

TYPE OF PAYMENT

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

Credit Card Payment

Check Payment Requested/Using Debit Card

Check Payment

·        May I please have the account number?

·        Would you please read the name as it appears on the card?

·       What is the expiration date?

·                 

<process credit card payment>

·       Mr./Ms. ______________, your credit card payment has been successfully processed, pending approval from your credit card company.

·       For your convenience, we can accept a

bank debit card with a Visa or MasterCard

logo on it.  Would that be more convenient for you?

·       What type of debit card will you be using -   MasterCard or Visa?

·       May I please have the account number?

·       Would you please read the name as it appears on the card?

·       What is the expiration date?

·       What is the three digit security code on the back of the card?

<process credit card payment>

·       Mr./Ms. ______________, your debit card payment has been successfully processed, pending approval from bank.

·       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 ______.

AUTO-RENEWAL (ODW ONLY - CREDIT AND DEBIT CARD PAYMENTS ONLY)

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, Cinch home warranties are set up for auto renewal.   Is that OK?

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

Warranty Sold

Warranty Not Sold

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

<address and proceed>

Thank you for your 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.

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.

<process to  follow up at a future date to see if we can make the sale?>

Have a great day/evening/night.