PRO PLAN CONFIRMATION
***ALL CONFIRMATIONS MUST BE READ VERBATIM IN ORDER TO RECEIVE CREDIT FOR SALE***
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. The process is easy. Please get something to write with and take this information down. First let’s make sure I get all the correct information added to your policy. What credit card would you like to use? (Enter in system) And the expiration? And the CVV code?
2. Can you please spell out your first and last name as it shows on the credit card?
*****UPDATE ON CREDIT CARD SCREEN TO PREVENT CC DECLINING*****
3a. And can you please spell out the street address? And the city, state, zip code?
CARD BEING USED MUST HAVE THE CITY,STATE AND ZIP CODE MATCH THE CREDIT CARD BILLING ADDRESS.
3b. Is the billing address for the credit card different than the physical address?
*****GET BILLING ADDRESS CORRECT IN AGEMNI TO PREVENT CC DECLINING*****
4a. Can you please confirm your phone number?
4b. And we do need to add a 2nd phone number to your account can I have that please?
5. We need your email address so we can send you a receipt and confirmation on the plan. Can you spell that out?
*IF CX DOES NOT HAVE AN EMAIL* 5b. Is there anyone in the household that has an email because I want to make sure you get your plan info and receipt?
(We no longer offer the ability to mail out any plan info)
6a. We are setting you up with a 3 year plan. The initial fee billed to your credit card today will be $99.99 .
6b. After that there will be a 2.99 monthly maintenance fee. That 2 dollar and 99 cent fee will be charged today to begin your billing cycle.
7. The charges will show on your statement from The Protection Plan Center. This policy is additional third party coverage on top of your providers standard equipment warranty. This new plan will reimburse you for service call fees as well as ship you remote control replacements.
8. Please remember your provider will not be able to access this plan. If you have questions about this plan, need to file a reimbursement claim, or have a question about the credit card charge you should call us directly at 800-656-6119. Again that number is 800-656-6119. Did you write that down?
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
OK I apologize if there was any confusion. I am happy to explain the service and benefits. This plan pays for all service calls and equipment replacements. On top of that we’re giving you a 50% off the retail price of the plan. If you’re already paying your provider for this coverage you can cancel that plan and save money on your bill every month. Can we go ahead and keep this plan?
SAVE THE SALE IF YOU ARE ABLE TO – IF NOT CANCEL IT OUT FOR A REFUND AND DO NOT PROCESS IT.
- From the credit card pop up – make sure the full credit card # has been entered including the CVV
- Make sure the CVV is also in the CVV box in the customers Agemni profile.
- At the bottom of the credit card pop up you will see the “process credit card” section.
- The default merchant should be *EMS/FD + Make sure the amount is correct + Enter the charge description + then press PROCESS. See the screenshot example below.
- CHARGE DESCRIPTIONS:
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PRODUCT YOU ARE CHARGING FOR CREDIT CARD DESCRIPTION Protection Plan 2 year Upfront pro 2 Protection Plan 3 year Upfront pro 3 PC/ID Upfront pcid upfront PC Support Upfront pc support upfront ID Theft Upfront id theft upfront ANY DECLINED RECURRING declined recurring
- If you get a decline on the transaction you can confirm the credit card information with the customer again. If the info was wrong correct it and try again. If not hold off until the end of the call.
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 $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?
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 insurance. 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?
9ca. 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?
9cb. ID THEFT CONFIRMATION
9cb. 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?
9cc. PC SUPPORT / ID THEFT CONFIRMATION
9cc. 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?
9d. 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?
9e. We have also teamed up with Identity Force to protect our callers with up to 1 million dollars in identity theft insurance. This will protect your information from being hacked or stolen including credit card theft and medical fraud. If you sign up today, you only pay $9.99 which covers your first bill and you are protected immediately. We can go ahead and add this to the card you provided today okay?
10a. I am going to process the credit card charge give me just a moment. CONVERT SALE, ADD YOUR NOTES, THEN PROCESS CREDIT CARD CHARGE
CHARGE WENT THROUGH 10b. You are all set. We will email you a receipt and plan info. What issue were you trying to handle with your provider today?
DECLINED CHARGE 10c. The card has declined but I may have something incorrect.
10d. Can you verify the expiration date and CVV code? IF CORRECT, MOVE TO 10e
10e. Do you have the funds available on the card? IF YES, MOVE TO 10f
10f. Did you get a text alert or email alert from the bank to authorize the charge? IF NO, MOVE TO 10g
10g. Do you have another card we can use? IF NO, MOVE TO 10h
10h.Let’s call the bank on 3 way to authorize the charge. It only takes a moment. What is the customer care number on the back of your card? CONFERENCE CALL THE BANK ON 3 WAY
11. Before I transfer you over, we have a sale on warranty plans that will cover any 5 devices in your home like your cell phones, computers, tablets, and TVs for just 3 dollars a month each. That means we will repair or replace your cell phone or TV for only 3 dollars a month. The activation fee is only $29.99 and then for all 5 devices it’s just $14.99 a month. Can we go ahead and add this plan?
*CUSTOMER MUST HAVE VALID EMAIL IN ORDER TO PROCESS ORDER*
*DO NOT SELL TO CUSTOMERS WHO LIVE IN WYOMING OR DISTRICT OF COLUMBIA*
YES: Great! The $29.99 activation fee will be charged today along with your first month’s bill of $14.99. After that the $14.99 will be charged on the “current date” of each month. The charge will show on your statement as 5 Devices. All repairs and replacements require $100 flat rate deductible. 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?
NO: No problem, give me one moment.
Click button that says “CLICK HERE TO MOVE TO NEXT STEP”
AFTER YOU ENTER THE CREDIT CARD INFORMATION GO TO “PROCESS CREDIT CARD” AT THE BOTTOM OF THE CREDIT CARD POP UP. MAKE SURE THE AMOUNT YOU NEED TO CHARGE IS CORRECT – BE SURE TO ADD THE COST FOR PC/ID IF THEY ADDED IT!
. WRITE YOUR NAME INTO THE “DESCRIPTION” THEN PRESS PROCESS. IF YOU GET A DECLINE ASK IF THEY HAVE ANOTHER CARD AND REENTER THE INFO. IF THEY SAY THERE ARE FUNDS ON THE ACCOUNT HOLD OFF UNTIL THE END OF THE CALL.
- MAKE SURE INCORRECT INFO IS UPDATED IN AGEMNI AND THEN TRY THE CARD AGAIN.
- IF THE CHARGE STILL DECLINES TRY TO RUN IT FOR A PENNY LESS (IE 89.98 OR 99.98).
- CALL EXT. 8585 FOR ASSISTANCE WHILE THE CUSTOMER IS ON THE LINE.
IF THERE IS A BLOCKED CHARGE FROM THE BANK: We need to place a quick call to your bank to authorize the charge. This is a measure credit card companies are taking to make sure the card holder authorizes the charge. It will just take a few moments.
CONFERENCE THE CUSTOMER AND HANDLE ISSUE
2:1:2 – General Decline – could mean no money, Wrong address – block from bank
2:2:44 – Wrong CCV or EXP
2:1:4 -Card was reported lost or stolen
2:1:3 – Card locked for fraud activity
5- failed to enter a valid amount to charge
16 – Failed to find transaction
12a. You can handle most billing issues online and it will save you time. 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. Keep in mind your provider has over ten thousand people that answer their phones so sometimes a person over there does not know about our plans. If you need anything or need to ask questions about our plan or charge you will have to call us back directly at 800-656-6119, OK?
12b. OK, I just want to make sure you get that problem totally resolved so please take down this number to reach your provider before I transfer you in case the call gets disconnected. That number is:
DIRECTV 1-855-679-4357 COMCAST 1-866-316-1619
SPECTRUM / TIME WARNER / CHARTER 1-888-438-2427
WOW 1-866-496-9669
- I am going to transfer you now. Have a wonderful day.
12a. Lets try to get that issue resolved. First lets reset the box. Just unplug it from the electrical outlet for 10 seconds. Then plug it back in. This will reset the system and may fix the issue.
12b. It will take a moment for that reset to finish. If that does not fix your issue you will need to call your provider for further assistance. The great thing about our plan is if there is a cost for repair, we will reimburse you up to $99! All you have to do is send us a copy of the bill and we will mail you a reimbursement check within 14 days. That way you can get your problem fixed now and will not have out of pocket costs. Our info will be on the email we send you, but I can give it to you now as well. Please write this down.
12c. So once you get the bill mail it to: 3634 Euclid, Suite 5, Cleveland, OH 44115. Remember if your provider charges you do not fret you ARE COVERED THROUGH US, but please keep in mind your provider does not have access to our plans. Plus, they have over ten thousand people that answer their phones so sometimes we will get a person over there who does not know about our plans.
12d. OK, I just want to make sure you get that problem totally resolved so please take down this number to reach your provider before I transfer you in case the call gets disconnected. That number is:
DIRECTV 1-855-679-4357 COMCAST 1-866-316-1619
SPECTRUM / TIME WARNER / CHARTER 1-888-438-2427
WOW 1-866-496-9669
- I am going to transfer you now. Have a wonderful day.