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.
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 first 12 bills will be ($______) plus taxes and fees. After that your bill will be ($_______) 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 5 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 $5 more per month for the first year. 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. After that there is a two dollar and 99 cent monthly maintenance fee that will also be billed today to begin 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 10.
9b. 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 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 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?
14b. 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?
14c. 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?
14cb. ID THEFT CONFIRMATION
14c. 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?
14cc. PC SUPPORT / ID THEFT CONFIRMATION
14c. 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 additional coverage is 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?
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 $9.99 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 $9.99 and your coverage is activated immediately. Do you want to use the credit card on file?
15. OK we are all set. Before I let you go, we can also include our Personal Protection Pendent through The Solutions Center. This can immediately dispatch emergency medical assistance with the touch of a button not only inside your home but anywhere on the go. It’s like Life Alert, only half the cost. For only $39.99 a month you can be saved when a phone is out of reach. Can we go ahead and sign you up?
*IF YES* PERSONAL PROTECTION PENDENT CONFIRMATION
*IF NO* 16. Thank you so much for your business! Have a wonderful day!