Real Estate: Buyer Direct Warranty (BDW) Realtor Script

Real Estate: Buyer Direct Warranty (BDW) Realtor Script

Purpose

 This script is used when a warranty is purchased directly at closing for the buyer, and there was no previous coverage for the seller.

Realtor 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 would like to order a warranty for my client."

- or -

"I have questions/have a new property listing and need a warranty."

TRANSITION STATEMENT
"I would be happy to assist you with placing a warranty on a property."

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

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

VERIFY NEED
"When is the closing date?"

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."

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

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

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

GATHER CUSTOMER AND REALTOR INFORMATION
  1. "What is the first name of the person who will be on the warranty?"
  2. "Is there a middle initial?"
  3. "Please spell the last name."
  4. "What is the home telephone number?"
  5. "Is there a work or alternate telephone number?"
  6. "Is there an alternate mailing/billing address?"
  7. "Will there be anyone else on the contract?"
  8. "What is the member broker number?"
  9. "Who is the Realtor® on the transaction?"
  10. "Is this a single-family or multi-dwelling home?"

MENTION OPTIONS

"<Realtor® name>, this plan offers additional coverage that can be added during the first 30 days after the renewal.  For example, <refer to state matrix: a/c, heating, water heater, toilets, refrigerator, etc.>.  Are there any additional items you would like to add to the buyer’s coverage for the new warranty term?
 
<Realtor® name>, your client is also eligible to add optional coverage within the first 30 days after the renewal.  For example, <refer to state matrix: swimming pool, spa, well pump, jetted bathtub, etc.>.  Are there any optional items that you would like to add to the buyer’s coverage for the new warranty term?"

 Selling the PUP

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."

ADVISE OF PAYMENT OPTIONS
"<Realtor® name>,the total cost of the Cinch home warranty <including additional and/or optional coverage items> is $___."

SEND INVOICE
"For your convenience, we can email the invoice to your office or to the title company.  What email address should we use?"
<capture email address and send invoice>

Physical Mail Requested
Fax Requested
"Who should we send the form to, and where should it be mailed?

capture physical address and request the form is mailed>
"What is the fax number that you would like us to send the form to?"

<capture fax number>

FORM OF PAYMENT (if Realtor® asks the forms of payment we will take)
"Payment can be made using credit or debit card, or a check can be sent to us from your office or from the title company."

CLOSING
"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 assisting your customers with placing a warranty on their 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."