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 – Alaska, North Carolina, Arkansas 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.

  

 

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>.


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