Introductory Statement
"Before you go, I wanted to check and see how many electronics you have in your home? This would include TV's, gaming systems, smart watches, audio systems, laptops and tablets just to name a few?
Most of the customers I speak with have between 15 and 20 products.
We have created a solution that can protect ALL of your eligible electronics for one low monthly fee - and that includes repairing or replacing your product as well as coverage for accidental damage. How does that sound to you?"
If customer is not interested, THEN state:
"OK, please feel free to give us a call if you change your mind. Thanks for being a Cinch customer."
Building Value
"Cinch is providing coverage on the electronics you currently own – with no restrictions on the age of the product, brand, original place of purchase or quantity of devices – if you own an eligible product, it will be repaired or replaced by this plan for as little as $14.99 up to $29.99 per month plus the deductible, depending on the plan you choose. Only cell phones are excluded at this time."
Explaining the Plans
"We have flexible plans depending on your needs.
Our Complete Home Plan covers your most common electronics like laptops, tablets, TV's, gaming systems, smart watches PLUS desktop computers, home theater systems, media managers as well as On-demand tech support AND accidental damage due to handling.
Our Essentials plan covers the most common electronics that are used daily by our customers. If you do not have a need for either On Demand Tech Support OR Accidental Damage then the Essentials plan is for you.
It's super easy to use. Start a claim online or by phone. Pay the deductible and the covered item will be repaired or replaced if it’s a covered failure."
Assume the Sale
"Let's start your enrollment today. Based on the type and number of your electronics, which coverage is best for you?"
"Shall I go ahead and start the enrollment today so you can have all of your electronics covered?"
If yes, THEN:
"Great! Do you need the accidental damage coverage included in our Complete Home plan? This plan also includes troubleshooting assistance when you need it."
If no to complete home, THEN:
"OK, we will enroll you in our Essentials plan "
Plan Caps
"Our Consumer Electronics plans provides either $1,000 of protection per claim and $2,500 12-month aggregate limit OR for only $5 more per month you can DOUBLE the claim and aggregate limits to $2,000 per claim and $5,000 for the term. Which one works for you?"
Payment Method Statement
"<Customer name>, I'm happy you are choosing the <Essentials/Complete Home> coverage. This is a separate enrollment and requires me to enter your payment method to complete the enrollment."
Payment Verbal Agreement
This script is to be read Prior to obtaining any credit card, ACH/DDA information from a customer to set up recurring charges.
"You understand the Monthly amount of <$XX.XX> plus applicable taxes will automatically be billed using the information you provide and will occur on [Billing Date].
If the charge is returned, your protection will be canceled.
This coverage is for one year but you will stay protected with continuing coverage until you cancel your plan.
<Customer Name>, with the understanding of the billing terms I have read to you, do I have your authorization to proceed?”
Note: GET AFFIRMATIVE YES.
This script must be read before the close of your call.
"You'll have 30 days to review your benefits at absolutely no cost after which your coverage will begin.
Unless you call to cancel during that time, your coverage will begin automatically after the 30-day review period for a full year of protection and savings at the low monthly fee of $<amount>,
- CREDIT CARD customer: debited to your credit card account. Okay?
- IF BANK customer: deducted from your bank account. Okay?
You will receive your <product name> agreement within 7 to 10 business days.
As with all important documents, we recommend that you read through your agreement.
Just to verify I have your approval to process your enrollment and that you know how you will be billed; I just need your city of birth or date of birth.
What would that be, please?”
[Confirm the date or city of birth and capture it in the notes. Go to Close Call]
IF NOT GIVEN: <Customer Name>, I can certainly understand your hesitation, however, I cannot complete your enrollment without your confirmation. May I please have your city of birth or date of birth?
IF NO: <Customer Name>, I would like to thank you for your time today, but unfortunately, I will not be able to enroll you. Thank you for calling Customer Service and have a great day/night.
Thank you for your business, and please feel free to contact us in the future regarding your Cinch home warranty."