***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. Mr./Mrs. (customer last name), lets confirm your AT&T Wireless order to make sure everything is accurate.
- To confirm you are setting up “# OF LINES” with the “PLAN NAME” plan. Your monthly bill comes to “MONTHLY TOTAL” plus tax.
- You will receive an email that covers your plan and billing details.Please note any discounts or promotions will not be on this initial summary as they take up to 3 billing cycles to appear on your bill.
4a. The first bill includes a one time $30 per line activation fee and is prorated so it charges one month in advance, so it will be slightly higher than the standard monthly bill. Again thats the first bill only.
4b. When you get the email explaining your plan and equipment please keep in mind you may see a line that says device finance charge because the equipment promotion you received today may take up to the first bill to show. I just wanted you to be aware so you weren’t worried when you see it.
ENTER THE CREDIT CARD IN *AGEMNI FIRST* THEN ENTER IT IN SARA / OPUS DURING 5b.
5a. All you have to pay today is the tax on your phones which is “AMOUNT.” We will need to put that on a credit card. What name is on that card? And the zip code? Can I have the full credit card number? And the expiration? And the security codeWe will need to put
5b. Can you please confirm the credit card number? And the expiration? And the security code?
6a. Wonderful thank you. To receive all of the promotions we covered today we ask you to set up autopay. Can we go ahead and use the card you just provided?
NO TO AUTOPAY: 6b. If you don’t set up autopay your bill will be $10 a month higher per line. Autopay also ensures your phone doesn’t get turned off if you forget to make a payment. Are you sure you want to decline autopay?
(If cx is Porting) 7. As a thank you for switching you are getting $240 in bill credits for every line you port over and activate. You will receive the credits in increments of $10 per month for 24 months for each line you ported today.
8. So we can ship your brand new phones we need you to accept the terms and conditions. Can you please spell our the email address we should we send it to?
9. Great. Can you please check your email now for those terms and conditions? All you have to do is check off a few boxes and type your name. It takes less than a minute. I can wait while you do that.
HAVE CUSTOMER CHECK THEIR JUNK MAIL IF ITS NOT IN THEIR INBOX. IF THEY STILL DONT GET IT CHECK THE SPELLING OF THEIR EMAIL AND RESEND.
10a. I actually need you to accept them before I can move on with the order. Is it possible to get to your email from a phone or computer? I can stay on the line with you.
YES MOVE TO 9 ABOVE
NO: 10b. Do you have someone with you right now that has an email address? We can send it to them and you can accept it that way.
YES: 10c. Can you please spell our the email address we should we send it to?
RE-ENTER EMAIL AND SEND / MOVE TO #9 ABOVE.
NO: 10d. In that case please be sure to get this done within 24 hours or the order will get cancelled. I do not want you to lose the $250 gift cards. What number should we call you at to follow up?
NOTE IN AGEMNI NOTES
NO: 10a. Do you have someone with you right now that has an email address? We can send it to them and you can accept it that way. I do not want you to lose the $250 gift cards.
YES: 10b. Can you please spell our the email address we should we send it to?
RE-ENTER EMAIL AND SEND / MOVE TO #9 ABOVE.
NO: 10c. Is there anyone else you may have that we can send the email to? I can wait while you get the email address.
RE-ENTER EMAIL AND SEND
10d. Great. Can we call that person now so I can quickly walk them through that? IF YOU GET THE PERSON ON THE LINE MOVE TO #9 ABOVE. IF NO MOVE TO 10e:
10e. As a last resort effort do you mind if I create an email address for you to accept the terms and conditions on your behalf?
YES PLEASE DO THAT: 10f. OK let me read these terms and conditions to you on a recorded line.
Do you accept the Terms and Conditions in the eConsent Agreement?
Do you accept the Terms and Conditions in the Retail Installment Agreement?
Do you accept the Terms and Conditions in the Wireless Customer Agreement for your new service?
CUSTOMER MUST VERBALLY AGREE TO ALL TERMS & CONDITIONS. ONCE THEY DO COMPLETE THE CONFIRMATION AND FLAG TO A MANAGER / TEAM LEAD TO CREATE THE EMAIL & ACCEPT THE T&C YOU DO NOT NEED TO KEEP THE CUSTOMER ON THE LINE WHILE THE EMAIL IS BEING CREATED.
11 And I want to confirm we are shipping your phones to “SHIPPING ADDRESS” is that correct?
12. Once you have accepted the terms and conditions you will receive order updates via email including tracking information. When you receive the box there will be simple instructions for activating your new equipment.
13. Keep in mind a restocking fee may apply if you exchange or return of your device. You have 14 days to return or exchange the phones on your order.
14. Don’t cancel your current service until after your new devices are active so you will not be without service.
15a. As part of your order today, we can also add coverage on your new devices plus other devices in the home like your computers, tablets, and TVs. This will cover all damages, repairs, and replacements on up to 5 devices for only $14.99 a month. Normally the activation fee is $49.99 but I can discount that today to $29.99 and then 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 15b. 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 15c. Keep in mind most cell phone warranty plans start at $10 a month. Ours is only $14.99 and can cover up to 5 devices. The average household has at least 10 connected devices so keeping them protected is more important than ever. So can we go ahead and protect your devices?
YES – MOVE TO 15b NO – MOVE TO 16
16a. You will need a pin to access your DIRECTV account. We have made that pin the last 4 of your social.
16b. Do you have any questions?
17. If you need to reach us back directly you can call 800-411-3000. Again thats 800-411-3000. And if you have any friends or family that would like to get $240 for every line they transfer just have them call us at that number! Welcome to the AT&T family! Have a wonderful day