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 or vice versa. 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.  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 would be happy to assist you. |
CALL RECORDING DISCLOSURE REQUIREMENTS (if call is transferred from an external source) | This call is RECORDED and may be MONITORED to improve quality. IF NO: I’m sorry [Customer Name], but I am unable to process your order without a taped verification. We tape record the confirmation to ensure 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 the call with a 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?
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):
|
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 |
|
ENROLLMENT CONFIRMATION | You'll have 30 days to review your benefits at absolutely no
cost and with no coverage. 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 monthly fee of $<amount>.
IF YES or AFFIRMATIVE RESPONSE: go
to Billing Verification IF NO or QUESTION: go to the appropriate rebuttal or answer the 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: [Customer's Name], 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, close the call: [Customer Name], 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; 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 [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. |
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