PROTECTION PLAN RENEWAL SCRIPT – INBOUND:
USE CALLER ID TO PULL UP THEIR PROFILE IN FASTGEM)
Hi, thank you for calling the Protection Plan Center. My name is_________, and I’m here to assist you with the renewal of your TV and internet equipment protection plan. May I have your phone number to verify your account?
I’m glad you reached out. It seems like your current protection plan has expired, and we want to ensure you’re covered. Without it, you could be exposed to unexpected costs, such as technician visits that can be as high as $99 each. Also, renewing your plan can save you from monthly charges.
Now, our plan covers all wiring in and outside of your home, the system components, the remotes, and service call fees if a tech is dispatched. Let’s get your discounted coverage started. What credit card would you like to use?
Let’ go ahead and get your plan renewed so you do not have a lapse in coverage. Since you are already a customer you are locked in to the same rate as last time of $99.99 for a full three years.
What credit card do you want to use for this?
*IF CX DOES NOT WANT TO RENEW*
- Keep in mind this plan is what covers all your tech support including service call fees for technician visits. Those cost up to $99 per occurrence. This plan also prevents you from having to pay monthly on your bill for a protection plan. Your provider charges ($5/$5.95/$8.99)a month for a protection plan, so this saves you ($60/$72/$108)a year and keeps you from paying any out of pocket repair costs. So let’s definitely keep your plan active as coverage is important.
- I already mentioned the savings, but on top of that you’ll have the peace of mind of a no fault warranty with a money back guarantee! If we can’t fix your issue, we’ll refund your money. This is a win/win situation. I can easily renew you plan for 3 more years of coverage. What email do you want me to send the confirmation to?
Excellent! To proceed, I’ll need you to grab a pen and paper to note down some information. First, could you please give me the #s on the credit card you’d like to use? (Enter in the system) And its expiration date? Additionally, what’s the CVV code on the back?
Is the billing address for this card the same as your physical address?
We also need your email address to send you a receipt and confirmation of the plan. Could you please spell that out for me?
MUST READ ON ALL RENEWALS
Great! We’re setting you up with a 3-year plan for $99.99, and there will be a $9.99 monthly maintenance fee that starts 30-days from today, which we’ll charge today to initiate your billing cycle. Todays charge with 4% surcharge will be $104.11, is it ok to charge this?
(IF CARD DECLINED FOR FRAUD) ) Call the number on the back of customers card
''Your bank is declining the charge from the protection plan center for your protection plan we are trying to process.
It is just a security feature they sometimes do when you don't swipe your card.
You will have to advise them that you need to authorize the charge we are trying to process for your protection plan
What is the number on the back of your credit card? (repeat it back to cx).
Can you grab a pen and paper?
Write down our company's name: Protection Plan Center. Let me know once you've done that.
Also write down the amount we need authorized : $xx.xx. You wrote that down $xx.xx, right?
Once they they authorize the charge, I will complete your order and get you to your provider.
Do you have any questions before I get the bank conferenced?
If Customer Objects to the $9.99 Fee:
This fee ensures that you’ll lock in the current rate for future renewals, preventing any price increases. Is that acceptable?
If Customer Still Objects:
I can waive the fee, but please note that future renewals might be subject to price increases. Are you sure you want me to proceed without the fee?
Perfect! We’ll charge your credit card, and your coverage will remain active. You’ll see a charge of $99.99 from the Protection Plan Center in the next few days. If you need assistance or wish to cancel, please call us directly at 800-656-6119. Did you write that down? (Get verbal confirmation.)
Your TV carrier won’t have information about this plan; for inquiries, contact us at 800-656-6119.
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