Consumer Electronics Plan Upselling
Overview
- Customers can select the products they wish to cover, select their liability limits for claims and contracts, and opt for additional features like Accidental Damage from Handling (ADH) and 24/7 Tech Support.
- Flexible plans depending on your customer's needs, ranging from $14.99 - $29.99 (coverage matrix is attached below)
- This plan will be offered to customers with existing warranties; however, they will also see this as a 'stand-alone' offer.
- Customers do not need a Cinch home warranty to purchase this coverage.
- Mobile/Cell Phones are Excluded from Coverage
Suggested Call Flow and Billing/Sales Closing Script
Consumer
Electronics Plan Scripting | |||
Plant The Seed | After Wrapping Up Initial Request | ||
<Name>,
while I’m <setting up
your service/reviewing your account/Service Job>, I see you’re eligible for our new Consumer
Electronics Plan. This plan helps you save money by covering your everyday
electronics - it even includes accidental damage coverage and 24hour‑ tech
support. | “<Name>, I’m glad we were able to <address your questions/schedule service for your (item)> today. Before you go, I see you are not taking advantage of our Electronics plan that protects most of your electronics like TVs, laptops and more. Does this coverage interest you?
| ||
Customer Interested ." → Complete initial request → Go to “Circle Back to Plan Details” section | Customer Interested: → Go to Plan Details | ||
Customer Declines, say: “I completely understand, and I want to respect your time. If it helps, after we complete this, I can give you a quick 20–30 second overview - would that be okay?” | Customer Declines → Go to Probing Questions or the Rebuttal Table Refer to the rebuttal examples in the table below to guide your response | ||
Customer Declines again, say: "No problem at all - I completely understand. I just wanted to make sure you knew it was available to you. If you ever want more details, feel free to reach out anytime and we can go over it with you. Bear with me just a moment as < I finish up your service request/reviewing your service job.>” | Customer Declines again, say: "If you decide you want to learn more about this coverage, feel free to call us back." | ||
Circle Back to Plan Details | Plan Details | ||
Alright, <your service request is all set / we’ve reviewed
the current status of your job. Sounds good right?” Mobile/Cell Phones are Excluded | Absolutely!
We have a few flexible options, but our most popular one is the Complete
Home Plan. It covers your most common electronics like laptops,
computers, tablets, TVs, gaming systems, home theater systems, and even
smartwatches for just $29.99 a month with a $75 deductible -
due when you place a claim. Sounds good, right? Mobile/Cell Phones are Excluded | ||
 Based
on their response, continue to assume the sale OR Go to the next section: Reviewing Plan Options and offer the lower claim/aggregate limit plan ($ 1,000 per claim/$2,500 aggregate) for $24.99 or the Essentials Plan | |||
Plan Pricing | |||
Plan | Monthly Price | Per Claim Limit | Annual Aggregate |
Complete Home -Tier 1 | $29.99 | $2,000 | $5,000 |
Complete Home – Tier 2 | $24.99 | $1,000 | $2.500 |
Essentials Plan – Tier 1 | $19.99 | $2,000 | $5,000 |
Essentials Plan – Tier 2 | $14.99 | $1,000 | $2,500 |
All plans have a $75 Deductible | |||
Review Plan Options | |||
Example 1: Example 2: Select the appropriate next step from the list below -based on the
customer's response.
| |||
Additional Probing Questions | |||
| |||
Assume the Sale | |||
"Let’s go ahead
and start your enrollment today in the <Complete Home Plan / Essentials Plan>. You can start an eligible claim online or by phone with a $75 deductible per claim. Items must be in good working condition as of the effective day of the warranty. We offer flexible service options. You can take your item to a local facility, mail it to a regional depot center, or, for TVs 50 inches or larger, we provide in-home service. Every repair is backed by a 30-day workmanship guarantee, so you can feel confident knowing we stand behind our work. Let’s finalize your enrollment! Proceed to Billing and Sales Closing | |||
Billing and Sales Closing | |||
 This script must be read BEFORE
capturing payment details. <Customer
name>, I'm happy you are choosing the <Essentials/Complete Home> coverage. You will receive your agreement within 7 to 10 business days and have 30 days to review your benefits at absolutely no cost and with no coverage. You understand the monthly amount of <$XX.XX> plus applicable taxes will automatically be billed using the information you provide and will occur on <Billing Date (same as Effective Date>. Unless you call to
cancel during that time, your coverage will begin automatically after
the 30-day review period and will continue to
bill monthly until you cancel. May I please have
your bank or credit card information? Thank you, <Customer Name>, with the understanding of the billing terms I have read to you, do I have your approval to process your enrollment using your <debit/credit card account OR bank account> today? GET AFFIRMATIVE YES | |||
Closing with Value | |||
"Thank you, <Name>. I’m glad we were <able to schedule service/address your concerns about your claim> and set up coverage for your electronics. Please remember to review the agreement when you receive it. Do you have any questions for me at this time?" Address Questions, then move to close. "It was a pleasure speaking with you today and we appreciate your business. Thank you for calling Cinch Home Services.” · or "Thank you for being a valued customer and taking the time to contact Cinch Home Services. Have a great rest of your day.” | |||
Customer Objections and Suggested Rebuttals
Customer Objections | Potential Rebuttals |
"No, thank you, I'm not interested at this time." | > “I completely get
that, and I respect your decision. A lot of customers feel the same way at
first, but since electronics are expensive to repair or replace, this plan is
really about peace of mind and avoiding sudden costs." >" I understand - you’re
not looking to add anything extra right now. Many customers feel the same way
at first, especially since electronics are such a big part of work, school, and
everyday routines. The thing is, one unexpected repair on a laptop, tablet, or
gaming console can easily cost more than the plan itself - and sometimes
replacing a laptop or computer must happen immediately because of time‑sensitive
tasks. That’s why a lot of people choose it - it helps prevent those surprise
expenses.” |
" I don't need coverage. I have manufacturer's warranties and the protection agreements for my electronics." | > “That’s
great - but those plans usually only cover one device and expire after a year
or two. With this plan, you can cover all your devices, regardless of brand or age,
under one monthly payment. That way, you don’t have to juggle multiple warranties.” > "That’s why this could be really helpful - most people don’t buy individual warranties because the costs add up. But with this plan, you get protection for everything without worrying about extra expenses each time.” |
I don't need accidental damage. All of my devices have cases and screen protectors. Plus, you don't cover phones, and that is what I'm most concerned about. | "You’re right—mobile phones aren’t included in this coverage at the moment, and I appreciate your understanding. The good news? Tablets, TVs, and monitors are covered. Accidents happen - a
cracked screen can cost more than a year of coverage. That’s the real value:
peace of mind and protection from surprise expenses. |
"That sounds good, but I don't need to add an extra bill right now." | >“Is there specific pricing you want to stay within? That way we can see which one best fits your
budget.” >“I completely
understand - many people feel that way, especially after the holidays. That’s why
this plan is helpful. If one of your electronics breaks, the repair could cost
more than an entire year of coverage. >We even have a plan that includes accidental damage protection and 24/7 tech support, so you’re covered and supported whenever you need it. In the long run, it can save you more than the money you’re trying to save today." |
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