General Introduction Call Flow
Opening
STAGE | WHAT TO SAY | TIPS & GUIDANCE |
Intro & Compliance | “Hi
<Customer Name>, this is <Agent Name> with Cinch Home Services on
a recorded line.” | Keep the tone calm, not robotic. |
Light Engagement | “How are you doing today?” PAUSE AND ENGAGE BRIEFLY | Show interest, listen actively. |
Purpose of Call | Option #1: “May I ask who I’m speaking with?”
PAUSE FOR NAME “I’ll make this brief; I’m not trying to sell you anything. We’re a home warranty company in need of Service Partners to service our customers at no cost to your company. We add value by driving customers to you for free, which will increase your revenue. Service Providers enjoy working with us and we have an A+ rating with the BBB.” | Ask what trade they service if unknown. |
Option #2: “I’m sorry, I didn’t catch your name.” PAUSE FOR NAME “I don’t want to take up a lot of your time, I know you are busy. We found your company on Google. I wanted to see if you are a good fit to partner with our home warranty company to service our customers in your area at no cost to you. We have more customer jobs than partners. We are highly rated on Google and I would like to discuss opportunities.” | ||
Qualify the Contact | “Would you be the correct person I should speak with regarding taking on additional service calls in your area?” | If YES: Move to benefits If NO: No the right contact |
Receptionist Rejecting to Join Network | Option #1: “I’m sure you know a lot about what goes on in your company. Who else would be involved in making this decision?” | Make receptionist feel valuable. |
Option #2: “May I ask, do you enjoy having a steady volume of service jobs?” PAUSE FOR RESPONSE “We make the approval process easy with auto-approve repairs under $300 for most trades and $500 for HVAC.” | ||
Not the Right Contact | Option #1: “Could you let me know the name of the person I should speak with about partnership opportunities? Would you be able to share their direct phone number and email, or is it best to reach them through the main line?” | Stay polite and professional. Capture referral info. |
Option #2: “Besides you, who else would be involved in making this decision? Would you be able to share their direct phone number and email, or is it best to reach them through the main line? OR Can I set an appointment to speak with the decision maker?” | ||
Unable to Connect | Use voicemail scripting as needed. | Leave a short, compelling message. |
Transition Benefits | “Great! Just to give you a quick overview, here is what are partners typically value most….” | Chose 2-3 benefits based on the company or their trade. |
Trades
BENEFIT | WHAT TO SAY | WHY IT MATTERS |
No-Cost Leads & Marketing Support | “We send
service jobs directly to you, no marketing fees, no subscriptions, no ad
spend. Your customer acquisition cost drops to zero.” | Remove marketing overhead. |
Quick Repair Approvals | “We auto-approve repairs under $300 for most trades and $500 for HVAC. This lets you complete jobs faster without delay.” | Keeps techs moving and homeowners happy. |
Self-Service App (Cinch Pro) | “You can submit reports, photos, invoices, and parts orders through our app. It’s fast, transparent, and paperless.” | Streamlines operations and communication. |
Flexible Payment Timeframes | “We offer adaptable payment terms to help with cash flow and we’ll work with you to find a schedule that fits your needs.” | Builds trust and financial stability. |
Consistent Job Volume | “We keep your schedule full with reliable work throughout the year, no need to chase down jobs.” | Helps with forecasting and staffing. |
New Phone System | “We’ve improved call routing to get you answers faster and eliminate long hold times.” | Reduces frustration and saves times. |
Flexible Parts Fulfillment | “When we provide parts, you can choose local pickup (if available) or direct shipment to your shop. Whatever works best for you.” | Speeds up job
completion. |
Requirements
- “We ask that you do a background screening for your techs for (Criminal and Driving only) a rate of $79.00 except for New York ($174.99). You would first need to register your company with Plus One as a company rather than as an individual and only use the Tax ID that is on your W9. Then you would complete your background screening using the phone number that you used for company registration.”
- If the Service Provider does not complete the background check, they will not be able to join the network.
- "Have a minimum of $1 million in General Liability coverage?”
- Cinch needs to be additionally insured and certificate holder.
- “We ask that you set up direct deposit with Paymode X.”
- “Carry auto insurance of at least $300K combined single limit or $100K/$300K/$50K per accident/bodily injury/property damage?”
- Review rates by trade (only if they ask).
“What is your Service Call and Hourly Rate Fee?” - Provide competitive Cinch rates using the Service Provider Rate Sheet.
- You are empowered up to 10% rate increase to negotiate rates.
- Over 10% needs supervisor approval for ALL trades.
- “I will send you an application via Zoho, a service that allows you to sign and upload all required documents. I will be sending you a second email with all the requirements I just went over with you. Please provide a valid email address.”
- “If I don’t hear from you within 2 days I will follow up with you and make sure you have no questions or concerns about the documents.”
- “My email and phone number will be in the information I send you. If you have any questions before I reach out to you, please feel free to call me."
Rebuttals
|
WHAT THEY SAY |
HOW TO RESPOND |
|
“We don’t work with third party.” |
“Have you
worked with third party in the past?” If YES:
If NO:
|
|
“No
thanks. I’d like to think about it a bit, first.” |
“I understand. May I ask what factors you’re weighing in your decision?” |
|
“I’m sorry, but this isn’t something I need.” |
“I understand. Out of curiosity, why don’t you want to join our network?” |
|
“I need to get paid sooner than NET20.” |
“If I can get the Area Manager to agree to NET14, can I send you an application?” |
|
“I don’t want to pay the additional amount to increase my auto insurance.” |
“I understand, it is more money, but the right amount of coverage will protect your business in the event of a serious accident on the way to a customer’s home.” |
|
“I don’t have the time to start anything new. We are coming into our busy time very soon.” |
“Of course, I get that! That’s why you should join with us today. You could get up to speed on the process before you hit your peak business period.” |
Confirmation Statements
|
WHAT TO SAY |
|
“Does that make sense?” |
|
“Does that cover everything?” |
|
“Do you have any other questions or concerns I can help you with?” |
Value Statement & Closing
|
WHAT TO SAY |
PURPOSE |
|
“We
believe that partnering with <Service Provider Name> will allow us to
continue delivering exceptional service to homeowners while driving more
business your way.” |
Reinforces shared goals and mutual value. |
|
“Do you have any other questions I can answer for you?” “Is this something your company would be interested in?” |
Soft, respectful ask to move forward. |
Clarification Statements
|
WHAT TO SAY |
|
“Am I understanding you correctly?” |
|
“I noticed some hesitancy in your voice when discussing, is there anything I can clarify?” |
|
“Can I ask you to expand what you mean by…..?” |
|
“What’s concerning you about…..?” |
|
“It sounds like you still have some reservations. Would you like to discuss them?” |
Uncovering Objections
|
QUESTIONS TO ASK |
|
“What concerns or questions do you have at this point?” |
|
“What are you currently thinking or feeling?” |
|
“Where are you in your decision-making process?” |
|
“Is there anything I can address or clarify?” |
|
“What are some of your biggest challenges?” |
|
“How are you tackling those challenges?” |
|
“How much time and energy does it take to do that?” |
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