GREETING

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

How may I help you today?

SITUATION

I need to extend a warranty.

- or -

I need to extend a seller’s coverage.

TRANSITION STATEMENT

I'll be happy to assist you.

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

VERBATIM:

"This call may be recorded for quality assurance and training purposes."

Thank you for calling us to extend the Cinch warranty on your client’s listing. We hope that having the warranty provides peace of mind for them <and you> because they are protected against unexpected expenses due to the failure of their home systems during the listing period.

ADVISE

The Cinch warranty can be in effect for one year while the property is actively listed for sale.  I would like to verify that an extension is available at this time.  In order to do so, I will need to get some information from you.  This won’t take very long.

ASK

what is the warranty number?

Would you please verify the property address? <complete a search and verify the name of the seller>

I have the property listed under <seller's name> and the best contact telephone number as <____> and email as<_____>, is that correct?

Is there an alternate telephone number?

What is the new expiration date for the listing?

DETERMINE

Listing Coverage <1 Years

Listing Coverage >=12 Years

I see that the seller warranty on the property is eligible for extension.

<extend the warranty>

The warranty has been extended until <date>. 

I will email you the confirmation invoice for the Cinch warranty.  Would you also like me to email it to the title company also?

<obtain/verify fax number>

I see that we have already extended the seller coverage to the latest possible date of <expiration date>.

In this case, the maximum amount of warranty coverage available during the listing period <one year> has already been exhausted and the property is not eligible for additional extensions while it is still on the market.

However, the warranty is still a great marketing tool because it will be transferred to the buyer at the time of closing.  The buyer and seller <and you> will have peace of mind by being protected against expenses from the unexpected failure of their home systems for one year after the sale.

CLOSING

Listing Coverage Extended

Listing Coverage Not Extended

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

<address and proceed>

Thank you so much for your business and for assisting the seller with extending their Cinch home warranty on their listing.

Please contact us when the property has sold so that we may make arrangements to transfer the Cinch home warranty to the buyer.

We are available 24 hours a day, 365 days a year to provide service whenever you need it.

Have a great day/evening/night.

Thank you for placing a Cinch home warranty on your seller’s property while it has been listed for sale.

Even though we were unable to extend it for the balance of the listing period, it will still transfer to the buyer at closing and will be a valuable tool for them to help defer the expenses associated with the unexpected breakdown of covered items and systems.

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

<address and proceed>

Please contact us again when the home is sold so that we can make arrangements to transfer the Cinch home warranty to the buyer.  We are available 24 hours a day, 365 days a year to provide service whenever you need it.

Have a great day/evening/night.