GREETING

Thank you for calling Membership Services.  This is _______________.  Who do I have the pleasure of speaking with?  

VERIFY NEED

Thank you ____, are you the agent or the homeowner?

How may I help you today?

SITUATION

I would like to place a warranty on the home that I am selling.

- or -

I have questions about placing a warranty on the home that I am selling.

TRANSITION STATEMENT

I would be happy to assist you.

If conferenced or transferred from a client, Service Partner, or any other external department:

VERBATIM:

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

ASSUME THE SALE

All I have to do is gather some information and we’ll get you enrolled right away.  This process is really easy and won’t take long to complete.

VERIFY

Is the property listing active on the MLS (Multiple Listing Service)? Do you have the Broker's name, the main office location, the agent's name,  email and/or phone number.

If No to any of the above, advise the customer in order to be eligible to enroll a Seller home warranty the property must have an active listing on the MLS.  Also, when applicable, advise the homeowner to have the agent to either contact us to directly provide or provide the necessary information to the homeowner.

If Yes, proceed.

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

<search to avoid duplicate enrollments and write down complete address, then proceed to appropriate workflow below, verifying information that is already in the system and adding information that isn’t>

If the property is not in the system, begin the enrollment process following the appropriate work flow below.

SHW

·        What is the first name of the person who will be on the warranty?

·       Is there a middle initial?

·       Please spell the last name.

·        What is the best contact telephone number?

·       Is there an alternate telephone number?

·       What is the seller's email address?

·       Will there be anyone else listed on the contract?

·       Is there an alternate mailing/billing address for the seller?

·       What is your office main telephone number?

·       Who is the listing agent?

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

·       Dwellings used in whole or in part for commercial purposes or Homes listed in any historical register, including National Register of Historic Places are not covered.  Is this a residential property?  

If yes, continue gathering enrollment information.

If no, say:  Because the property is not used for residential purposes I am unable to complete the enrollment. Go to Close.

·       When did the listing begin?

·       When does the listing expire?

·       Which plan are we enrolling?

·       Do you have a buyer for the property?

MENTION OPTIONS

<Mr./Ms.>, this plan offers additional coverage that can be added during the first 30 days after the renewal.  For example, <refer to state matrix: a/c, heating, hot water heater, toilets, refrigerator, etc.>.  Are there any additional items you would like to add to the buyer’s coverage for the new warranty term?

<Mr./Ms.>, you are also eligible to add optional coverage within the first 30 days after the renewal.  For example, <refer to state matrix: swimming pool, spa, well pump, jetted bathtub, etc.>.  Are there any optional items that you would like to add to the buyer’s coverage for the new warranty term?

Selling the PUP

ADVISE OF PAYMENT OPTIONS

<Mr./Ms.>, the total cost of the Cinch home warranty <including additional and/or optional coverage items> is $______.

SEND INVOICE

For your convenience, we can email the confirmation invoice to you, the agent's office or to the title company.  What email address should we use?

<capture email address and send invoice>

Physical Mail Requested

Fax Requested

Who should we send the form to, and where should it be mailed?

<capture physical address and request that form is mailed>

What is the fax number that you would like us to send the form to?

<capture fax number>

WRAP UP

The coverage effective date is <______> and will expire <______>.  The cost of the warranty for the Buyer Warranty is <_____>.

CLOSING

Do you have any other questions that I can help you with today?

<address and proceed>

Thank you so much for your business.

Please contact us at any time if you have any questions or need assistance.  We are available 24 hours a day, 365 days a year to provide service whenever you need it.

Have a great day/evening/night.