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 DIRECTV 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.
1c. Do we have permission to text or email you about your account and offers? Standard message and Data rates apply.
2a. Do you understand that you are placing an order for new DIRECTV service?
2b. You will need a pin to access your DIRECTV 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#
3a. Are you under contract with your current television company?
3b. YES: Is it month to month?
3c. 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 #4
4. Your bill for the next 24 months will be ($______) plus taxes and fees. Your monthly fees will include a Regional Sports Fee of ($______) which is mandated in your area. There will also be a one time activation fee of $19.99 plus tax that will be charged today.
**AUTO BILL PAY IS A REQUIREMENT TO GET ALL DISCOUNTS**
5a. 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. There will be a one dollar authorization placed on card to make sure its valid. Please keep in mind you are receiving a $10 dollar credit for the 12 months for signing up for auto pay. It may take up to 3 cycles for the credit to take effect.
**CUSTOMER DECLINES AUTO BILL PAY **
5b. If you do not add auto bill pay your bill will be $10 more per month. It really is an easy way to get a huge discount and you can put it on a credit card. Are you still declining?
6. We are setting you up with # TVs WITH a DVR system or WITHOUT have a DVR system.
7. You will also receive 3 free months of HBO, Showtime, Cinemax, and Starz. You will want to be sure to call DIRECTV or go online to cancel those channels to avoid being billed for them after the free 3 months is up, OK?
8. There is a one time fee of $99.99 today that 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?
9a. YES: Great, the charge on your card will be from The Protection Plan Center for $99.99. There is a 4% credit card surcharge for credit card transactions. After that there will be a $14.99 monthly maintenance fee, this includes 24/7 access to tech support agents who can troubleshoot any IT issue you may be having at home. This fee will start 30 days from today.
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 10.
9b. NO: Keep in mind this plan covers all the wiring inside and outside your home, the system components and $99.00 service calls if a tech is dispatched. You also will have your own IT professional on hand 24/7 to assist you with any internet connected device, including software installation and device set up and virus removal. Let’s go ahead and get you protected, ok?
YES – MOVE TO 9a NO – MOVE TO 10
10. Your DirecTV service carries a 24 month service agreement. If you cancel prior to the end of your agreement, there will be a prorated cancellation fee of $20 per month for each remaining month.
11. 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.
12. Don’t cancel your current service until after the DIRECTV system is installed and active so you will not be without television service.
14a. As part of your order today you receive an upgrade to Identity theft coverage. This will cover you in case your personal information is exposed in any of the many data breaches you hear about. We also protect you against credit card fraud, identity theft and even medical fraud. 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?
IF YES:
14c. The $14.99 plus $4% credit card surcharge for a total of $15.58 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 “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 identity protection for 14.99 a month?*must get clear “YES” from customer*
IF NO:
14b. I know we covered a lot on this call today, but this may be the most important one. This proactively scans to keep you protected, and if there is an issue, it has a full identity restoration from a division of certified experts. Plus you are covered by our insurance for everything, including your out of pocket expenses. Let’s go ahead and add this plan today, ok?
14cb. ID THEFT CONFIRMATION
- The $14.99 plus $4% credit card surcharge for a total of $15.58 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 “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 identity theft in your home for 14.99 a month?*must get clear “YES” from customer*
14cc. PC SUPPORT / ID THEFT CONFIRMATION
14cc.
The $21.99 plus $4% credit card surcharge for a total of $22.86 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 “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*
If you have any questions about this plan call us at 800-540-3350. Did you get that number?
14d. 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 $12.99 today, you can try it out and see the benefits. Let’s go ahead and add that plan today, okay?
14e. 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 insurance. This comes with continual dark web scanning and covers your entire family. If you sign up today, you only pay $12.99 and your coverage is activated immediately. Do you want to use the credit card on file?
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 12.99 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?