Introduction

 

1. Thank you for calling the Personal Protection Pendant Center, my name is ______ and my operator ID is ______

2. I am so glad you called in today because you actually just secured your spot to receive a free medical alert button. Can I have your first and last name?

3. Thank you ________, the great thing about our pendant is the versatility of it. It helps in any kind of emergency like if you had a security or health concern. You could press that little button and emergency services will be contacted. Are there any health concerns that you have like diabetes or high blood pressure?

• a. YES: So you have to be extra cautious with your health. Especially when it comes to things like falls. In fact, every year 1 in 4 seniors will take a fall that could land them in the emergency room. And if you have already fallen, you are likely to fall again. Have you ever taken a fall before?
• b. No: Well, I am glad to hear that you are in good health! It is still important to take precautions when it comes to things like falls. Falls are among the leading cause of death for seniors. In fact, every year 1 in 4 seniors will take a fall that could land them in the emergency room. And if you have already fallen, you are likely to fall again. Have you ever taken a fall before?

4. (Improvisation) This device will give you and your family peace of mind and secure your independence. What year were you born?

5.Thank you, _______. Based on our conversation, you’re an ideal candidate for a medical alert button. It works anywhere in the U.S., is water-resistant, and has a built-in fall detector. We cover the equipment and shipping costs; you only pay the activation and monthly monitoring fees. Our monitoring fee is just $1.67 per day ($49.99/month), cheaper than a cup of coffee. Shall we get you signed up?

 

6. Can you please spell out your first name as shown on your credit card or debit card?

6a. This is not a prepaid card, correct?

 

IF CX IS USING PREPAID CARD:

( We cannot accept prepaid cards. We will need a different card to put on file. We can also accept checking accounts. )

 

6b. What are the 16 digits? exp? and cvc?

6c. Is the billing address for the credit card different than the physical address?

 

 

“** If cx has no credit or debit, secure checking account information**” can you please make that line bigger and bold so the reps understand they only need to gather that information if the caller does not have a CC, otherwise they should move to confirmation, I ask because the small print after 6c seems like its part of the information needed to proceed.

 

 

7. May I have the name of your bank?

7a. . Can you confirm your 9-digit routing number?

7b. . I will also need the checking account number.

TO BE READ FOR ACH PAYMENT USE ONLY

8. Mr.Mrs, ____________ you hereby authorize ACH debit for the Protection Plan Center. By providing your authorization, you agree to allow automated debits from your bank account. **REQUIRED** I need your driver’s license number and expiration date. (add to notes). (IF CX DOES NOT HAVE DRIVERS LICENSE, we will need the state id with expiration date. add to notes)

You confirm this is your account and or you are an authorized signer for

[Bank Name], your account number is [Account Number], and your routing number is [Routing Number].

The effective date of authorization for debit is (today’s date).

By confirming this authorization, you acknowledge that you understand the terms and conditions and authorize us to initiate debit entries to your account as specified.

If there are any changes to your banking information or if you wish to revoke this authorization, please CALL US AT 800-656-6119 or email support@protectionplancenter.com.

Please be advised that the Protection Plan Center is not responsible for any NSF fees should funds not be available upon debit.

Also, there will be a $35 charge for Returned/Rejected payment if any should occur.

Do you confirm and agree to these conditions? (must get a verbal YES)