Consumer Electronics Plan Upselling

Consumer Electronics Plan Upselling

Purpose

To equip agents with upselling benefits and scripts for the Cinch Consumer Electronics plan, a customer-focused protection plan that ensures complete parts and labor coverage for consumer electronics and entertainment products, providing peace of mind and flexibility.

Guidelines

  1. Customers can select the following:
    1. Flexible plans depending on their needs, ranging from $14.99 - $29.99
        (coverage matrix is attached below)
    2. Aggregate and per-claim limits
    3. Additional features such as Accidental Damage from Handling (ADH) and 24/7 Tech Support for some plans. 

  2. This plan will be offered to customers with existing warranties; however, they will also see this as a 'stand-alone' offer.

  3. Customers DO NOT need a Cinch home warranty to purchase this coverage.


Sears Customers

As of June 2026, Sears contracts (excluding Sears Master Protect Plan) are now eligible for Consumer Electronics Plan upselling

Key Guidelines: 
  1. Sears customers are familiar with how Sears Warranties operate
    1. Clearly explain that this is a SEPARATE plan with different terms and coverage rules. 
  1. When interacting with Sears Customers, refer to the plan as:
         "Consumer Electronics Plan powered by Cinch. 

Restrictions and Exclusions:

  1. Mobile/Cell Phones are Excluded from Coverage
  2. DO NOT schedule call-backs to continue the pitch/explain coverage
  3. DO NOT pitch or plant the seed with customers who are already annoyed/concerned their job is not going well/the way they expected.

Coverage Details

Click the links below for more coverage details.
  1. Electronics Complete Home Plan
  2. Electronics Essentials Plans
  3. Consumer Electronics Upsell Enrollment Process

Complete Home Benefits

  1. 24/7 troubleshooting may require the customer to grant permission for remote access to their device.
  2. Accidental damage may include an electronic device that stops working due to water being spilled on it.

Info
Customers may file a claim via:
  1. Online portal cinchelectronics.com
  2. Phone by calling 888-665-7643 (CE Customer Service with Fortegra IVR)
Provide the Customer with their Contract Number to enter a claim


Suggested Call Flow and Billing/Sales Closing Script

The following examples demonstrate two approaches for non-escalated call interactions:
  1. Approach 1: Pitch the plan after completing the customer's request.
  1. Approach 2 (Plant the Seed Method): Introduce the plan during the call and transition to the pitch at the end.

1. After Completing the Initial Request Approach

Transition Statement

Cinch Customers:

“<Name>, I'm glad we were able to <address your questions/schedule service for your (item)> today.

Before we wrap up, I noticed you're not currently enrolled in our Cinch Electronics Plan.

 Do you currently have coverage for the electronics that you or your family rely on daily, such as your TVs, desktop computers, laptops, tablets, and gaming systems, to name a few?

If No:

"Would you be interested in hearing a brief overview of how the coverage works?"

If Yes: use probing questions to determine warranty type and to assist you in building value in the Consumer Electronics Plan

Sears Customers:

“<Name>, I'm glad we were able to <address your questions/schedule service for your (item)> today.

Before we wrap up, I'd like to tell you about the Consumer Electronics Plan powered by Cinch. This plan is separate from your home warranty and covers your everyday electronics.

Do you currently have coverage for the electronics that you or your family rely on daily, such as your TVs, desktop computers, laptops, tablets, and gaming systems, to name a few?"

If No:

"Would you be interested in hearing a brief overview of how the coverage works?"

If Yes: use probing questions to determine warranty type and to assist you in building value in the Consumer Electronics Plan.

Customer Interested

Go to the Plan Details section

Customer Declines

Go to Probing Questions or the Rebuttal Table below to guide your response

 If customer declines again:

 "No problem at all - I completely understand. I wanted to let you know it's available to you. If you ever want more details, feel free to reach out anytime, and we can go over it with you.


Close Call

Plan Details

Awesome!  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.

Plus, you get on‑demand tech support and accidental damage protection. 

The best part is our Electronics Plans cover repairs or replacements with no restriction on age, brand, or place of purchase.

Sounds good, right?”

Based on the customer’s response, either assume the sale or continue the consultation process to identify which plan best fits the customer based on coverage, price, and aggregates.

See the Plan Options section

2. Planting the Seed Approach

Transition Statement

Cinch Customers:

“<Name>, thanks for your patience. While <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. Once I finish with this, would you like to hear more about it?"

Sears Customers:

 “<Name>, thanks for your patience. While <setting up your service/reviewing your account/Service Job>, I noticed you’re eligible for the Consumer Electronics Plan powered by Cinch.

It’s a separate plan from your home warranty that helps you save money by covering many of the electronics you use the most. Once I finish with this, would you like to hear more about it?"

Customer Interested

Complete Initial Request → Go to “Circle Back to Plan Details” section

Customer Declines

"I completely understand, and I want to respect your time.  After we complete this, would it be ok to give you a quick 20-30 second overview of the plan?"
                             

If Customer agrees, complete initial request and Circle Back to Plan Details : 

"Great, thank you. We'll finish up here first, and then I'll provide that quick overview of the Consumer Electronics Plan."

 
If customer declines again: 

"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.>”

Circle Back to Plan Details

“Alright, <your service request is all set / we’ve reviewed the status of your job.>

I want to circle back to the Consumer Electronics Plan. Our most popular plan 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. 

Plus, you get on‑demand tech support and accidental damage protection. 

The best part is our Electronics Plans cover repairs or replacements with no restriction on age, brand, or place of purchase.

Sounds good, right?”

Based on the customer’s response, either assume the sale or continue the consultation process to identify which plan best fits the customer based on coverage, price, and aggregates.

See Plan Options section below

Plan Options

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

Deductible: $75

Reviewing  Plan Options

Example 1:
"For $5 less, we can offer you the Complete Home Plan with a lower per‑claim and annual limit, but it still covers the same items and includes accidental damage protection and tech support.
Instead of $2,000 per claim and $5,000 per year, your limits would be $1,000 per claim and $2,500 per year. Would that option work better for you?"

Example 2:
“Our Essentials Plan protects many of the same devices, but it does not include tech support or accidental damage protection. This plan is $19.99 a month. Would this option work better for you?”


Notes

Select the appropriate next step from the list below -based on the customer's response.

  1. Go to the “Assume the Sale” section IF the customer agrees to continue.
  2. Use Additional Probing Questions in the next section to help clarify the customer's needs.
  3. Answer questions and concerns.
  4. IF necessary, review other plan options.

After the second objection, close the call. 


Assuming the Sale: 

“In addition to the great coverage this plan has to offer, let me quickly share how easy this coverage is to use.
  1. You can file a claim online or by phone whenever you need service.
    1. Each claim includes a $75 deductible.

  2. We also offer flexible service options to fit your needs
    1. Visit a local repair facility
    2. Mail your item to a regional service center
    3. 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 service.

Let’s go ahead and start your enrollment in the <Complete Home Plan / Essentials Plan>. I just need to confirm a few details, and you’ll be all set. Ok?”

Proceed to Billing and Sales Closing

Probing Questions

  1. "Which devices do you rely on most day-to-day, and what would you do if they suddenly stopped working?"
  2. "Do you or anyone in your home own a video game system?"
  3. “Which of your electronics would be the most expensive to replace? Your laptop or your flat-screen TV?"
  4. “Do you currently have anything in place that would cover you if you accidentally cracked the screen on a laptop, tablet, or TV?”
  5. "Does your family rely on their devices for work or school throughout the day.

Billing and Sales Closing


Info This Script Must Be Read BEFORE Capturing Payment Details


"<Name>, I'm happy you are choosing the <Essentials/Complete Home> coverage.


This is a SEPARATE enrollment, so I’ll need to enter your payment details to set up your month-to-month 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 no coverage.


You understand the monthly amount of <$XX.XX> plus applicable taxes will automatically be billed using the information you provide, beginning on <Billing Date> (same as Effective Date) and will continue unless you call to cancel.


Just a reminder - items must be in good working condition as of the effective date.


When you’re ready, you can provide your bank or credit card details.


Capture card details (MUST speak with the CARD HOLDER)


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?


 Notes


GET AN 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.


You will receive a confirmation email with your plan information within the next few minutes. When your Welcome Kit arrives in the mail, please take a moment to review the agreement included there.

Do you have any questions for me at this time?"


Address Questions, then move to close.

InfoIF customer asks how to place a claim, THEN advise "You may call 888-665-7643 to place a consumer electronics claim or online at cinchelectronics.com."


"It was a pleasure speaking with you today, and we appreciate your business. Thank you for calling Cinch Home Services.” ·


Customer Objections and Suggested Rebuttals

Customer Objections

Potential Rebuttals

 

 

 "No, thank you, I'm not interested at this time."
  1.  “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."
  1. " 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."

  1. “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.”

  2. "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."

  1. "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."

  2. "Accidents happen - a cracked screen on your tablet 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."

  1. “Is there specific pricing you want to stay within?  That way we can see which one best fits your budget.”

  2. “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."

  3. "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."

How to Place A Claim

Customers may file a claim via:
    1. Online portal cinchelectronics.com
    2. Phone by calling 888-665-7643 (CE Customer Service with Fortegra IVR)
      Info
      Advise the Customer of their Contract Number to enter a claim

Cancellation Request: 

Customers may cancel by going online or calling Cinch at 888-665-7643 and selecting the prompt for cancellation. 
  1. The retention team will handle cancellation request. 

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