Confirmation
1.To start off do you currently have a medical alert device for emergencies?
a.If Yes: Are you under contract with that device?
b.IF CX IS UNDER CONTRACT: (MOVE TO ID THEFT SALE)
2.Medical alert carries a 3-year commitment. Please be aware that if you cancel the service prior to the end of the agreement, there will be a prorated cancellation fee of $10 per month for each remaining month.
3.Can you please confirm your home address with spelling?
4.**read back cx address with spelling, including zipcode**
4a.is there a lot or apartment number?
5.Perfect, and what is the best phone number to reach you?
6.So we do need a 2nd phone number, may I have that please so in case we cannot reach you, we can verify your safety through someone close to you?
6b. Can you spell out your email address?
( If cx does not have an email address: ”Does anyone else in the household have an email address?” )
7.We will also need your date of birth to put on file for.
8.OK so the monitoring fee will come out to be $49.99 a month.
9.To ensure you are a part of the 24/7, AT&T 4g LTE coverage, there is an additional one-time activation fee of $39.99. This will enable protection at home and on the go.
(Rebuttal if there is a conflict) I understand this activation fee may seem a little high, but keep in mind this is a one-time expense that will connect you to the best emergency responders whenever and wherever.
(Rebuttal if conflict continues) I know this fee may seem like a lot, but we try our hardest to lower the fee as much as possible. If you look at competitors in the market, you will see prices over three times what we charge.
(Rebuttal if conflict still continues) Look it is completely reasonable for being hesitant. If you give me a moment, I will talk to my manager about lowering the activation fee.
(If manager approves) Ok, I spoke with my manager and they are lowering the activation fee to $xx.xx
10.Please be aware of our customer service number. If you need anything or have any questions, you can reach customer service at 877-633-7070. Make sure you write that number down; I’ll repeat it if you would like.
11.Do we have permission to text or email you about your account and offers? Message and data rates apply.
12.Onto the final step. We do need to add 2 emergency contacts to your profile. Can you please provide me with their first name, last name, phone number, and their relationship to you? We take this so they can be contacted in case there is an emergency alerted through the pendant.
13.Great! Do you have any final questions?
14.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 $14.99 a month but it’s free to you for 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. Should we send this over to you on the email we already have on file?
15.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. Please ensure you have this number saved; I will repeat it again if you need.
16.IF NO: Are you sure? You need to verbally decline the ID theft on this recorded line; also, please understand that you will not be covered for 1 million dollars in identity coverage. Identity theft is one of the only crimes that the victim must fix themselves! The police do not help you fix your credit. Are you sure you want to decline?
17.Thank you (CX Name). Have a great day!