GREETING

Thank you for calling Membership Services. This is <Associate name> speaking.  May I have your first and last name please? 
 

<write down and capture spelling, if needed>

  
Thank you Mr./Ms. _____.  How can I assist you today?/ How may I help you? 
 

SITUATION

I would like to order a referral product or I would like some information regarding a referral product. 
 

TRANSITION

I would be happy to assist you.  

IF CONFERENCED FROM A CLIENT, SERVICE PARTNER OR ANY OTHER DEPARTMENT, ALSO STATE

Required Scripting

“This call IS recorded and MAY be monitored to improve quality."

 NOTE:

(The scripting is not verbatim however; “IS recorded and MAY be monitored” MUST be stated.)

Call Recording Disclosure Requirements

IF NO: I’m sorry Mr./Ms. _____but I am unable to process your order without a taped verification.  We tape record the confirmation to insure quality so we know your order is processed correctly.  May I continue and record the confirmation of your order?

IF YES: go to Verify Need

IF NO: Politely exit call with courtesy close

VERIFY NEED

Just to be sure I am providing you with the correct information, do you mind if I ask you a few questions?

·       Do you currently own and reside in the property we are enrolling today?

·       How did you hear about us?

ASK FOR #

Can you provide me with the Ref # located on the letter/brochure?  Thank you.

BOW

As a benefit…(Refer to the BENEFIT OF THE WARRANTY list below):

·       24 hours a day, 365 days a year access to our Service Professional Network for dispatch referral service for the home’s plumbing, electrical, appliances, cooling and heating, and  home improvement/remodeling

·       No deductible or service call fee.  You pay the Service Company directly for all services performed.

·       Referral repairs include a 15% or more discount toward mechanical repairs for the home's major appliances and systems.

·       90-day workmanship guarantee for major appliance and system repairs  

·       Emergency Locksmith Service (Up to $50 per incident up to twice per year)

·       Access to the Appliance Buyline discount buying service (substantial savings off manufacturer's retail prices on the purchase of name-brand appliances) with professional installation available via our Service Professional Network with savings of up to 15%.

·       Homeowners Insurance Deductible Reimbursement (client/marketing-specific)

ANSWER QUESTIONS

Refer to the Enrollment Questions and Answers sheet and the service agreement if needed.

1st ASK FOR ENROLLMENT

Mr./Ms. _____ all I need to do is gather some information and we’ll get you enrolled, okay?

 <wait for response>

 If NO:  If I may ask is there any particular reason why?

<address concern with another benefit or if needed asks a qualifying question and go to 2nd Ask for Enrollment>

IF YES: go to Retrieve/Verify Information

2nd ASK FOR ENROLLMENT

With that in mind I can process your enrollment today by simply gathering some information, okay?

IF YES: go to Retrieve/Verify Information

If NO Politely exit call with courtesy close. 

RETRIEVE/VERIFY INFORMATION

What is the property address, including city, state, and zip code?

<write down the complete address and conduct a search to avoid duplicate enrollments>

IF PROPERTY IS NOT IN SYSTEM, BEGIN ENROLLMENT

·       What is the first name of the person whose name will be on the plan? Is there a middle initial? Please spell the last name?

·       What is the daytime telephone number?  Is there alternate telephone number?  Please provide me with your email address.

·       Will there be anyone else on the contract? (If so, capture information)

·       Is this a single family or multi-dwelling home?

·       Is there an alternate mailing/billing address?

<enter plan information and billing, when applicable>

ENROLLMENT CONFIRMATION

You'll have 30 days to review your benefits at absolutely no cost.  Unless you call to cancel during that time, your referral service will begin automatically after the 30 day review period for a full year of protection and savings at the low monthly fee of $<amount>...:

·       IF MORTGAGE CUSTOMER: collected with your mortgage payment.  Okay?

·       IF CREDIT CARD CUSTOMER: debited to your credit card account.  Okay?

·       IF BANK CUSTOMER: deducted from your bank account.  Okay?

·       IF FLOOR ENROLLMENT: you will send in a payment(s) in the amount of $ <amount> for the year/1st 3 months installments.  Okay?

IF YES or AFFIRMATIVE RESPONSE: go to Billing Verification

IF NO or QUESTION: go to appropriate rebuttal or answer question

BILLING VERIFICATION

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.  Again, you will have 30 days to review the material with absolutely no obligation to continue.  

Just to verify that 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 date of birth or city of birth and capture in notes then go to Close Call>

IF NOT GIVEN: Mr./Ms. _____,  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?

<confirm date of birth or city of birth and capture in notes then go to Close Call>

IF NO: _Mr./Ms. _____, I would like to thank you for your time today, but unfortunately I will not be able to enroll you.  Thank you for calling Membership Services and have a great day/night.

CLOSE CALL

Do you have any further questions?

IF YES: Answer the customer’s questions.

IF NO: You made an excellent decision today Mr./Ms. _____.  If you have any questions, please feel to give us a call at __________.  

Thank you for calling Membership Services and have a nice day/evening.