***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 .Great! The service is really easy to get started. We will send you an email with an activation link. Just click it and you are on your way to getting everything we covered and more! The activation fee is only $49.99 today. Let’s confirm the credit card you want to use. What’s that number? And expiration date? And CVV code?
2. Can you please spell out your first and last name as it shows on the credit card?
3a. And can you please spell out the street address? And the city, state, zip code?
3b. 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.
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?
4c. 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* 4d. 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. PC SUPPORT CONFIRMATION
6a. OK. The $9.99 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 “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?
6b. ID THEFT CONFIRMATION
6b. OK. The $9.99 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 “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?
6c. PC SUPPORT / ID THEFT CONFIRMATION
6c. OK. The $17.99 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 “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?
7a. I am going to process the credit card charge give me just a moment.
CHARGE WENT THROUGH 8a. You are all set. We will email you a receipt and plan info. What issue are you trying to handle with your provider today?
DECLINED CHARGE 8b. We had an issue charging the card. Can you please confirm that number for me one more time? And the expiration? And the 3 digit csv? What is the name on the card? And the billing address?
9a. Before I transfer you over, we can also add coverage on your other devices in the home like your cell phones, computers, tablets, and TVs. This will cover all damages, repairs, and replacements on up to 5 devices for one low rate. The activation fee is only $29.99 and then 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*
NO: Move to 10
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?
PAY BILL: 10a. You can handle most billing issues online and it will save you time, but I will give you info to contact your provider just in case.
TECH SUPPORT 10b. OK you should start by trying to reset your receiver box or Internet router. To do this just unplug it for 10 second and plug it back in. If that does not fix the issue you just need to contact your provider for additional support. If it happens to be an issue with your actual computer you are 100 percent covered through us. You just need to give us a ring back and we will help you as quickly as possible.
11a. 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 800-540-3350, OK?
11b. 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
VERIZON 1-800-922-0204
WOW 1-866-496-9669
12a. Let me transfer you over now, hold for one moment.
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
- 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.
