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 warranty or I would like some information regarding a warranty. 
 

TRANSITION

I would be happy to assist you. 
 

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

Call Recording Disclosure Requirements

VERBATIM:

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

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

·       You‘ll receive comprehensive coverage on your major appliances and systems for mechanical failure regardless of their age for a little over a dollar per day.

·       You’re only responsible for a small deductible on covered repairs; in addition your covered repairs are protected for 180 days at no additional cost to you.

·       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.

·       You are entitled to the full coverage for parts and labor or even replacement of your appliances/systems.  In comparison most manufactures warranties only cover parts for your appliances and systems.

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 and prevent customer from being double billed>

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 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 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.