5 DEVICE CONFIRMATION
***ALL CONFIRMATIONS MUST BE READ VERBATIM IN ORDER TO RECEIVE CREDIT FOR SALE***
CUSTOMER MUST HAVE ACTIVE SERVICE FOR 30 DAYS BEFORE ANY CLAIMS CAN BE FILED.
LOST OR STOLEN DEVICES ARE NOT COVERED UNDER THIS POLICY.
Do not sell to customers who live in Wyoming or District of Columbia
1a. Please allow me to put you on a brief hold to begin.
1b. The process is easy. Please get something to write with and take this information down. The service is very easy to get started. The activation fee is only $49.99. What credit card would you like to use?
*If cx objects to activation fee* 1. This is only a onetime fee and it allows us to offer our plans at such a low monthly rate. This fee also gives us the ability to offer such a low flat rate deductible on all your devices. Is that okay?
*Get Manager Approval* 2. I can check with my manager on discounting the upfront fee to $29.99 so you do not miss out on this service. Give me a moment to see if I can.
1c. Do you currently have any damage or need to file a claim to any devices you will be registering with your coverage?
( If YES, Stop. We cannot sell customers the plan as we do not cover pre or existing damage)
If No continue
2.Can you please spell out your first and last name as it shows on the credit card?
3.Can you please spell out the street address? And the city, state, zip code?
DO NOT SELL TO CUSTOMERS WHO LIVE IN WYOMING NEW YORK OR DISTRICT OF COLUMBIA
4.What is the address your credit card bill goes to?
CARD BEING USED MUST HAVE THE CITY, STATE AND ZIP CODE MATCH THE CREDIT CARD BILLING ADDRESS.
5.Can you please confirm your phone number that’s best to reach you at?
6.We do need to add a 2nd phone number to your account can I have that please?
7.We need your email address so we can send you a receipt and confirmation of the plan. Can you spell that out?
IF NO EMAIL YOU CAN NOT SELL THE PRODUCT AS EMAIL IS MANDATORY
8.We are setting you up with the 5 Device plan. The initial fee billed to your credit card today is $49.99.After that, it will be ($14.99/$24.99/$34.99) a month. The ($14.99/$24.99/$34.99) fee will be charged today to begin your billing cycle.
9.The charges will show on your statement from 5 Devices. This policy is third party coverage which means your provider will not be able to access this plan. This plan will cover up to (5/10/20) devices on all damages and repairs. All claims require paying the flat rate deductible of $100 per device.
10. You will receive a registration link within 48 hours from this call to register the devices of your choosing. You will have (3) Days from the time you receive the link to register the devices. Please keep in mind that until the devices are registered they are not covered so it is important to register as soon as possible. If you do not receive the link please call us to have it resent at 800-939-7115.
11.If you have any questions about the plan, need to file a claim, or have a question about the credit card charge you should call us at 800-939-7115. Did you write that number down?
12.Please keep in mind that you must have active coverage for 30 days prior to submitting a claim and that we do not cover any existing damage prior to your purchase of this plan.
13. I am going to process the credit card charge give me just a moment.
CHARGE WENT THROUGH: 13b. You are all set. We will email you a receipt and plan info. What issue were you trying to handle with your provider today
14. Before I transfer you over, as part of your order today you receive an upgrade to Total Tech Premium which gives you 24/7 support on your computer, smart phones, and tablets. Our US based call centers give you unlimited help with virus removal, email support, software installation, new device setup, and so much more. If you sign up today, you only pay $9.99 which covers your first bill and your coverage is activated immediately. We will go ahead and add this to the card you provided today okay?
YES. OK. The $9.99 will be charged today to start your billing cycle so your bill will automatically be deducted on the “current date” of each month to the credit card you have provided. The charge on your credit card will say “24/7 tech support.” We will email a registration link to your email address. Please follow that link to register your plan to be fully protected. Do you understand this additional coverage is for your internet service in your home for 9.99 a month? *must get clear “YES” from customer*
If you have any questions about this plan call us at 800-540-3350. Did you get that number?
NO. This technical support covers so much! It covers every single internet connected device in your home. This is your own personal IT professional that can help you from the comfort of your home 365 days a year! There is no contract or cancellation fee, and for just $9.99 today, you can try it out and see the benefits. Let’s go ahead and add that plan today, okay?
PAY BILL: 14a. You can handle most billing issues online and it will save you time, but I will give you the info to contact your provider just in case.
TECH SUPPORT: 14b. Your provider should be able to help with most technical issues you experience with your devices so I will give you their info to get your issue resolved. In the event something is broken or needs repaired in the future, you are 100 percent covered through us.
15a. If you do need to contact your provider, please remember they will not be able to see the plan you purchased with us. Its only in our system. If you need anything or need to ask questions about our plan or charge, you will have to call us back directly at 800-939-7115, OK?
15b. OK, I just want to make sure you get that problem totally resolved so please take down this number to your provider before I transfer you over. That number is:
AT&T 1-800-331-0500
COMCAST 1-866-316-1619
SPECTRUM / TIME WARNER / CHARTER 1-888-438-2427
VERIZON 1-800-922-0204
WOW 1-866-496-9669
SPRINT 1-866-275-1411
TMOBILE 1-800-937-8997
One moment while I transfer you over.
CREDIT CARD ERRORS MEANINGS AND FIXES
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Error Code: 27. Error message: The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder- The billing address does not match the credit card. Ask customer to give you the address the card is billed to.
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Error Code: 4. Error message: This transaction has been declined.- Customers credit card is LOST OR STOLEN
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Error Code: 44. Error message: The card 3 digit CVV or Expiration date provided/enter is incorrect -. Verify the CCV and Expiration date and retry.
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Error Code: 2. Error message: This transaction has been declined.– General decline- Can mean customer needs to verify charge with bank or insufficient funds