Warranty Enrollment Call Flow (Retention)

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. If a customer requests it, get permission from your supervisor.  

 Enrollment Script

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, [Customer Name].  How can I assist you today?/ How may I help you?  

SITUATION

I would like to order a warranty or I would like some information regarding a warranty.  
Info

If you have a realtor on the phone wanting to enroll their client in a warranty due to a purchase of a home, transfer to Cinch Real Estate. 


TRANSITION

I'm happy to assist you.

CALL RECORDING DISCLOSURE REQUIREMENTS
 (if call is transferred from an external source)


Please be aware that we are on a recorded line. 

VERIFY NEED

For verification...., 

  1. Do you currently own and reside in the property we are enrolling today?
  2. How did you hear about us?
Info
If the customer was referred by a realtor and closed on their home within the last 30 days, transfer to Cinch Real Estate.

CUSTOMER MENTIONS A LETTER OR BROCHURE
​

Can you provide me with the reference or application number located on the letter/brochure? 

Thank you. 

BENEFITS OF THE WARRANTY (BOW)

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

  1. You‘ll receive comprehensive coverage on your [major appliances and/or systems] for mechanical failure caused by normal wear & tear, regardless of their age.

  2. You’re responsible for a deductible on covered repairs, Cinch covers the remaining cost of parts and labor. 
     in addition, your covered repairs are protected for 180 days at no additional cost to you    .

  3. You have access to a convenient toll-free number 24 hours a day, 365 days a year to address any emergency claims on your appliances and systems.

  4. You will receive coverage for PARTS and LABOR or even REPLACEMENT of your appliances/systems.  
    In comparison, most manufacturers' warranties only cover parts for your appliances and systems.

ANSWER QUESTIONS 


Refer to the Current Coverage and the Service Agreement if needed. 

1ST ATTEMPT: ASK FOR ENROLLMENT

[Customer Name], 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, what’s holding you back from enrolling today?

 <address concern with another benefit or if needed, ask a qualifying question and go to 2nd Ask for Enrollment>
 
IF YES: go to Retrieve/Verify Information.

2ND ATTEMPT: ASK FOR THE ENROLLMENT


With that in mind, I can complete your enrollment today — I’ll just need to gather a bit of information. Does that sound okay?

 
IF YES: go to Retrieve/Verify Information
 
If NO: Politely exit the call with a courtesy close. 

RETRIEVE/VERIFY INFORMATION

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

<Note the property address on a notepad/sticky note and perform an address search before enrolling to avoid duplicate accounts or charges.>

 
If the property is NOT enrolled, proceed to the next step.  

BEGIN ENROLLMENT 

  1. 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?
  1. What is the daytime telephone number?  Is there an alternate telephone number? 

  2. Please provide me with your email address.
  1. Will there be anyone else on the contract? (If so, capture information)
  1. Is this a single-family or multi-dwelling home?
  1. Is there an alternate mailing/billing address?

  2. Enter plan information and payment method.

ENROLLMENT CONFIRMATION

"You'll have 30 days to review your benefits at absolutely no cost, after which your coverage will begin.
Unless you call to cancel during that time, your coverage will begin automatically after the 30-day review period for a full year of protection and savings at the low monthly fee of $<amount>,
  1. IF CREDIT CARD CUSTOMER: debited to your credit card account.  Okay?
  2. IF BANK CUSTOMER: deducted from your bank account.  Okay?
  3. IF MORTGAGE CUSTOMER: collected with your mortgage payment.  Okay?
  4. IF FLOOR ENROLLMENT (BILL ME): you will send in a payment(s) in the amount of <$amount> for the year or the first 3 monthly installments.  Okay?
 IF YES or AFFIRMATIVE RESPONSE: 

"You will receive your <product name> agreement within 7 to 10 business days.   
Again, you will have 30 days to review the material with absolutely no obligation to continue.  As with all important documents, we recommend that you read through your agreement."
 
IF NO or QUESTION: go to the appropriate rebuttal or answer the question.

CLOSE CALL

Do you have any further questions?
 
IF YES: Answer the customer’s questions.
 
IF NO: 
You made an excellent decision today [Customer's Name].  If you have any questions, please feel free to give us a call at 800-474-4077.  
 
Thank you for calling Membership Services, and have a nice day/evening. 

 

 

 

 



    • Related Articles

    • Real Estate: BDW & ODW Homeowner Sales Enrollment Script

      Buyer Direct Warranty (BDW) & Open Direct Warranty (ODW) Homeowner Sales Enrollment Script This script is used during an enrollment request from the homeowner. GREETING Thank you for calling Membership Services. This is _______________. Who do I have ...

    • Open Direct Warranty (ODW) Definition, Requirements & Enrollment System Process

      Enrollment Definition An Open Direct Warranty is available to existing homeowners not purchasing or selling their home (i.e., when the home is not listed for sale or the home was purchased more than 30 days ago.) The warranty is purchased outside of ...

    • Retention 3rd Party Disclaimers

      Sales Confirmation (Red Flag Policy) Sales Confirmation This script must be read verbatim before the close of your call. “Thank you <Customer Name>! Do you have any other questions for me today?” (If no other questions) “Thank you <Customer Name>! ...

    • Enrollment Procedures (Retention Department)

      Under no circumstances do we convert a Sears Warranty to a Cinch Warranty or vice versa. If a customer requests it, get permission from your supervisor. Most third-party sales are generated through either telemarketing or direct mail campaigns. ...

    • Reinstatement: Retention/Third Party

      Customers may contact Cinch to have their canceled contract reinstated. Guidelines: Only the AUTHORIZED user can request reinstatement. Contracts can be reinstated up to 90 DAYS from the CANCELED date. BEFORE reinstating, the account must be PAID UP ...