BE SURE YOU RECORD AND ENTER ALL OF THE CUSTOMERS INFORMATION ACCURATELY. FAILURE TO CONFIRM THIS ENTIRE SCRIPT WILL RESULT IN NOT GETTING CREDIT FOR THE SALE SO PLEASE BE SURE TO COVER IT IN FULL**IF THE CUSTOMER CANCELS DURING CONFIRMATION YOU ARE REQUIRED TO IMMEDIATELY NOTIFY A MANAGER BY CALLING EXTENSION 1777**
1a. Please allow me to put you on a brief hold to begin. ***PUT ON HOLD FOR 1 SECOND AND PICK RIGHT BACK UP***
1b. Mr./Mrs. (customer last name), lets confirm your order to make sure everything is accurate. Please be sure to write down our customer service number which is 800-928-5237. Again thats 800-928-5237.
2. Do you understand that you are placing an order for new AT&T Internet?
3. You will need a pin to access your AT&T account. We have made that pin the last 4 of your social. *AGENT BE SURE TO MAKE THE AT&T PIN THE LAST 4 OF THEIR SS#
4. Your first 12 bills will be ($______) plus taxes and fees. After that your bill will be ($_______) plus taxes and fees.
**AUTO BILL PAY IS A REQUIREMENT TO GET ALL DISCOUNTS**
5. The credit card you provided will be placed on your account for auto bill pay. Your first bill will be drafted 7 to 10 days from the date of installation.
TECH INSTALL
7. Your installation is scheduled for DAY OF WEEK / DATE / TIME SLOT. The installer can arrive at any time during that time slot.That is a free standard installation. Additional charges may apply for custom work.
On the day of installation the installer will text your mobile phone or call your home phone to confirm the appointment. Please make sure you answer that message or they will reschedule the appointment. This can also help you know what time they are going to be at your home.
8. Don’t cancel your current service until after the new service is installed and active so you will not be without service.
9a. 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 $14.99 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?
9b. Great. Do you want me to include the Identity Theft protection? It comes with continual dark web scanning and covers your entire family with $1million in identity theft warranty. I can get the 24/7 support and whole home identity protection for only $21.99 a month. Do you want to upgrade to the bundle?
14ca. PC SUPPORT
- The $14.99 plus $4% credit card surcharge for a total of $15.58 will also 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 “Protection Plan Center.” 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 $14.99 a month? *must get clear “YES” from customer*
DO you understand that we are charging your credit card for $_________? *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?
14cc. PC SUPPORT/ID THEFT CONFIRMATION
- The $21.99 plus $4% credit card surcharge for a total of $22.86 will also 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 “Protection Plan Center.” 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 includes additional coverage for your internet service in your home for $21.99 a month?*must get clear “YES” from customer*
DO you understand that we are charging your credit card for $_________? *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?
14cb. 5 DEVICES CONFIRMATION
14cb. OK. The $29.99 activation fee will be charged today along with your first month’s bill of $21.99. After that the $21.99 will be charged on the “current date” of each month. The charge will show on your statement as 5 Devices. If you have any questions about this plan or about the credit card charge, call us at 800-939-7115. Did you write that number down?
14cc. OK. The “$21.99″ 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 includes additional coverage for your internet service in your home for $21.99 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?
9d. I understand that you may not be interested in that product, we can also add coverage on your new devices plus other devices in the home like your computers, tablets, and TVs. This will cover all damages, repairs, and replacements on up to 5 devices for only $21.99 a month. Normally the activation fee is $49.99 but I can discount that today to $29.99 and then it’s just $21.99 a month. Can we go ahead and add this plan?
9e. I understand that may not be a good product fit for you, but we have teamed up with Identity Force to protect our callers whose private information may have been exposed in a recent data breach. We are combating these breaches by offering you protection that includes up to $1million in identity theft warranty. This comes with continual dark web scanning and covers your entire family. If you sign up today you only pay $14.99 and your coverage is activated immediately. Do you want to use the credit card on file?
10. Before I let you go, we are adding a 30 day free trail of our Identity Theft Protection. It protects against identity theft, credit card fraud and gives you 1 million dollars in coverage to help fight and restore your identity if it’s ever compromised. This not only protects you, but up to 5 people in your household as well. The plan is normally $14.99 a month but it’s free the next 30 days. We will email you a registration link. Make sure you follow that link to register your plan to be fully protected. Please confirm the email address that we can send the link to.
IF YES(Must Have Email Address): Great! If you have any questions on the plan or need to cancel the 30 day free trial, call us at 800-540-3350. Did you get that number written down?
IF NO: Are you sure? You need to verbally decline the ID theft on this recorded line and you understand that you are not covered for 1 million dollars in identity coverage. Identity theft is one of the only crimes that the victim has to fix themselves! The police do not help you fix your credit. Are you sure you want to decline?
- Have a great day!