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 8585**
1. Please allow me to put you on a brief hold to begin. ***PUT ON HOLD FOR 1 SECOND AND PICK RIGHT BACK UP***
2a. Mr./Mrs. (customer last name), lets confirm your AT&T TV order to make sure everything is accurate. Please be sure to write down our customer service number which is 800-928-5237. Again that’s 800-928-5237.
2b. Let me make sure I have your name right. I have REPEAT BACK TO CUSTOMER.
2c. We have to make sure your email address is right. Can you spell out again?
2d. And can you confirm your phone number with area code?
2e. Your alternate phone number is ___________.
2f. And your street address, city, state, and zip? Is there a unit or apartment #? YOU CANNOT ENTER A PO BOX
3a. Do you understand that you are placing an order for new AT&T service and you do not currently have U-Verse or DIRECTV?
3b. The pin to access you AT&T account will be the last 4 of your social.
4. You can begin watching AT&T today! Just download the app on your mobile device or login at www dot att dot com. You just enter the email address you used to place your order today then select a password and you will be ready to watch! If you can start right now please that way if you have any questions we can help you while you’re on the call.
5a. Are you under contract with your current television company?
5b. YES: Is it month to month?
5c. YES – UNDER CONTRACT: We actually cannot switch your service if you are currently under contract. Please call me back at 8004113000 when your contract is up and I will set you up with a new customer order. However I can still offer you another service. MOVE TO PC SUPPORT
NO – NOT UNDER CONTRACT / MONTH TO MONTH: Move to #6
6a. We are setting you up with # streaming devices
6b. Your bill will be ($______) plus taxes.
6c. The sales tax today for your devices charged to your card will be ($_____)
HIGH RISK CUSTOMERS 6d. Your upfront equipment fee today will be $120 / $240
**AUTO BILL PAY IS A REQUIREMENT **
7. 7. The credit card you provided will be placed on your account for auto bill pay. Your first bill will be drafted once you activate service or within 15 days of placing your order – whichever comes first. To confirm this is NOT a pre paid credit card?
12a. There is a one-time fee of $99.99 today includes a 3-year protection plan. This plan will cover everything from your receivers to remotes plus reimburse you for service calls up to one hundred dollars per occurrence and covers all wiring in and outside your home. Can we go ahead and add that to the credit card you gave us?
12b. YES: Great the charge on your card will be from The Protection Plan Center for $99.99. After that there is a two dollar and 99 cent monthly maintenance fee that will be charged today to start your billing cycle. If you have any questions about this plan, call us at 800-656-6119. Again, that number is 800-656-6119. Did you get that number?
MOVE TO 13.
12c. NO: Keep in mind the protection plan starts at $8.99 a month which adds up to $280 over 3 years, but you can get it today at 50 percent off the retail price plus it pays for itself with just one use! So can we get your equipment protected?
YES – MOVE TO 12b NO – MOVE TO 13
13a. 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. Do you want to use the credit card on file?
13b. 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 $17.99 a month. Do you want to upgrade to the bundle?
13c. 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?
13cb. ID THEFT CONFIRMATION
13c. 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. If you have any questions about this plan call us at 800-540-3350. Did you get that number?
13c. OK. The “17.99″ 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 17.99 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?
13d. I understand that you may not be interested in that product, but we also have teamed up with Identity Force to protect callers from their private information being exposed on the dark web. We use the exact same protection agency as the Department of Homeland Security and the IRS to protect you, plus we offer up to $1 million in identity theft warranty for you and your family. If you sign up today, you only pay $9.99 and your coverage is activated immediately. Do you want to use the credit card on file?
13e. 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 $9.99 and your coverage is activated immediately. Do you want to use the credit card on file?