No Rebuttal - Enrollment/Renewal - Script

No Rebuttal - Enrollment/Renewal - Script

No Rebuttal - Enrollment/Renewal - Script

Telemarketing regulations in certain states do not allow for rebuttals on sales calls for inbound and/or outbound phone calls. When we make or receive a sale/cancel call in one of these states, we must follow the scripting below and cannot offer any rebuttals to the customer’s objections. The normal sales call flow should be followed in these states until the customer states they do not wish to continue with the sale. This applies to customers in these states regardless of client/product.

 

  • No Rebuttal for INBOUND CALLS – Alaska and North Carolina
  • No Rebuttal for OUTBOUND CALLS – AlaskaNorth CarolinaArkansas and Illinois

 

Identifying No Rebuttal Records

When you access an account in TIMX SCM that is in a “no rebuttal” state, you will receive a pop-up message notifying you. The message will also specify if the “no rebuttal” rule applies to inbound or outbound calls.

 

No Rebuttal for INBOUND and OUTBOUND CALLS – Alaska and North Carolina

 

No Rebuttal for OUTBOUND ONLY –Arkansas and Illinois

 

Script - Enrollment and Renewal Calls

If at any point during your call the customer states they do not want to continue the renewal or enrollment, cease all sales efforts.
DO NOT offer rebuttals or downgrades.


TRANSITION STATEMENT

"I am sorry you don’t want to continue with the enrollment/renewal." 

OFFER TO ASSIST FURTHER

"Are there any other questions I can assist you with today?"

      When there are no additional questions, close the call.

CALL CLOSING

Mr./Ms. _____, please remember that if you have any further questions or wish to establish warranty coverage, please do not hesitate to contact us at <toll free number>.  Thank you for calling/speaking with <branding>.



    • Related Articles

    • Non-Renewal Script (Service Company Option)

      Non-Renewal Script (Customer Name), the company (Cinch), like all organizations, review their business portfolio and make decisions to conduct business based on this. All businesses evaluate various factors when deciding to offer products or services ...
    • Warranty Enrollment Call Flow (Retention)

      Warranty Enrollment Script This script is used during the enrollment process or inquiry for any of the Third Party warranty programs. Under no circumstances do we convert a Sears Warranty to a Cinch Warranty or vice versa. If a customer requests it, ...
    • Renewal System Process & Guidelines

      Use this renewal process when the customer’s account has expired and they want to renew into the new agreement year or need additional information about the renewal plan. The account CANNOT have an outstanding balance. If necessary, follow the Gap ...
    • Home Essentials Inbound Service Company’s Option- Non-Renewal Script

      Eligibility Eligible members are offered the Home Essential plan. Eligibility can be confirmed in the Communication History Log. A system note will indicate the customer was sent a letter of eligibility. If the system note below is NOT present, the ...
    • Contract Renewal Within 90 Days - Retention

      Overview Most retention-based contracts renew automatically on the effective date. This is shown by a green-highlighted “Y” in the RNWL field. For warranties that expired without automatic renewal, customers can pay any past-due amount within 90 days ...