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 the 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." |
"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 under this plan for as little as $14.99 to $29.99 per month, plus the deductible, depending on the plan you choose." Cell phones are excluded. |
Our Complete Home Plan covers your most common electronics – such as laptops, tablets, TVs, 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. 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."
|
|
Remember, the customer did not call in with the intention to sign up for another warranty type.
IF you feel the customer has positively responded to your sales efforts,
THEN move to using assumptive language and begin to close the sale.
Probing
Questions |
Rebuttals |
How many devices do you currently use at home? (tablets, laptops, gaming systems, etc.).”
|
“That’s
perfect, because even with just a couple of devices, you’re still protecting
the ones you use every day. |
“Do you already have a warranty or protection plan on your current electronics?” |
“That’s
great—but those plans usually only cover one device and expire after a year
or two. |
“Do you think it would bring peace of mind to know all your electronics are covered under one plan?
|
“That’s
why this could be really helpful—most people don’t buy individual warranties
because the costs add up. |
“How do you usually protect your devices from accidental damage cases?
|
“Of
course—that’s what most of us do. But even when you’re careful, accidents
happen. |
"Do you normally buy extended warranties when purchasing new electronics?”
|
“I
understand—a lot of people feel that way because store warranties are
expensive and usually limited to one device. |
“If you could cover all your electronics for one low monthly cost, would that be helpful? |
“That
makes sense—until something unexpected happens. |
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." |
"<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." |
"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? |
"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>,
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." |