***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. The process is easy. Please get something to write with and take this information down. First let’s make sure I get all the correct information added to your policy
2. Can you please spell out your first and last name?
*****UPDATE ON CREDIT CARD SCREEN TO PREVENT CC DECLINING*****
3a. And can you please spell out the street address? And the city, state, zip code?
3b.I need to add your date of birth for future account verification FOR THE PROTECTION PLAN. What is your date of birth?”
4a. Can you please confirm your phone number?
4b. And we do need to add a 2nd phone number to your account can I have that please?
5. We need your email address so we can send you a receipt and confirmation on the plan. CAN YOU SPELL that out?
*IF CX DOES NOT HAVE AN EMAIL* 5b. Is there anyone in the household that has an email because I want to make sure you get your plan info and receipt?
(We no longer offer the ability to mail out any plan info)
5c. How does your name appear on the card, is there a middle initial? Please give me the card numbers. What is the EXP date? and the CCV?
5d. Is the billing address for the credit card different than the physical address?
TO BE READ FOR ACH PAYMENT USE ONLY
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)
6a. We are setting you up with a 3 year plan WITH IDENTITY THEFT. The initial fee billed to your credit card today will be $69.99 . I will now attempt to charge your card. Since this is a telephone transaction your bank may send you a text or email to ensure you recognize the charge. If so we may have to simply reattempt the charge after you manually approve.
There is a 4% credit card surcharge for credit card transactions
6b. After that there will be a $14.99 monthly maintenance fee. That $14.99 fee will be charged today to begin your billing cycle –
IF CX MENTIONS MMF- ”DON’T FORGET THIS IS 2 PLANS FOR ONE PRICE, OK? NO OTHER COMPANY IS OFFERING A DISCOUNT THIS DEEP FOR YOUR PROTECTION.
1. Part of this fee is because the plan is continuously being improved. This super low monthly fee also includes up to $1million in identity theft insurance.
1.b On top of that we’re giving you over 60% off the retail price of the plan and If you’re already paying your provider for this coverage, you can cancel that plan and save money on your bill every month. Let’s go ahead and keep this plan, O.K.?
6c. Todays total with all fees will be $88.37, OK?
***MUST GET CLEAR “YES” FROM CUSTOMER***
7. The charges will show on your statement from The Protection Plan Center. This policy is additional third party coverage on top of your providers standard equipment warranty. This new plan will reimburse you for service call fees as well as ship you remote control replacements. YOU ALSO GET THE SIGN UP BONUS OF IDENTITY THEFT.
8a. Please remember your provider WILL NOT BE ABLE TO ACCESS YOUR PLAN. If you have questions about this plan, need to file a reimbursement claim, or have a question about the credit card charge you should call us directly at 800-656-6119. Again that number is 800-656-6119. Did you write that down?
8b. You do understand your provider will not have access to this plan and you must use that phone number as your first point of contact okay?
***MUST GET CLEAR “YES” FROM CUSTOMER***
8c. Do we have permission to text or email you about your account and offers? Message and data rates apply.
9A. 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 $14.99 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?
9D The $14.99 plus $4% credit card surcharge for a total of $15.58 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 “Protection Plan Center.” 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 14.99 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?
IF NO TO PC SUPPORT
9C- 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 $14.99 today, you can try it out and see the benefits. Let’s go ahead and add that plan today, okay?
(IF CUSTOMER AGREES TO PC SUPPORT IN 9C- READ 9D FOR CONFIRMATION)
10. I am going to process the credit card charge give me just a moment. CONVERT SALE, ADD YOUR NOTES, THEN PROCESS CREDIT CARD CHARGE
IF CHARGE GOES THROUGH:
“You’re all set, we’ll email the plan receipt and coverage info. What issue were you trying to handle with your provider today?”
(IF CARD DECLINES *NOT FRAUD*)
10A- Do you have the funds available on the card?
IF CORRECT, MOVE TO 10B
10B- Can you verify the expiration date and CVV code?
IF CORRECT, MOVE TO 10C.
10C- Did you get a text alert or email alert from the bank to authorize the charge? IF NO, MOVE TO 10D
(IF CARD DECLINED FOR FRAUD)
10D– Do you have a different card we can try?
10E-OK, the $88.37 declined. Let me try it for a smaller amount to see if it will go through.
(view what charge amount manager attempted, and advise the cx we attempted to chg the card for $xx.xx and it still declined).
10F– Let’s call the bank on 3 way to authorize the charge. It only takes a moment. What is the customer care number on the back of your card?
The decline 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?
CONFERENCE CALL THE BANK ON 3 WAY
11.Before I transfer you over, we are adding a 30-day free trail of our PC support. This is NOT coverage you can get with your Internet service or cable. It’s not even covered under most product warranties. You get a virus protection, personal firewall, cloud storage, parental controls, and the same secure password manager sold at Office Max. The plan is normally $14.99 a month but it’s free 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. What email should we register your plan with?
IF YES (Must Have Email Address AND A WORK ORDER MUST BE ADDED FOR 30 DAY TRIAL IN FASTGEM)
11A.Great! If you have any questions on the plan or need to cancel the 30 day free trial, call us at 800-540-3350. Did you get that number written down?
IF NO: Are you sure? You must verbally decline the PC support on this recorded line and you understand that you are not covered for virus protection and password management on any internet connected device or cell phone.
12. You can handle most issues online and it will save you time. If you do need to contact your provider, please remember they will not be able to see the plan you purchased with us. Its only in our system. Also, if there is ever a cost for repairing your service, we will reimburse you up to $99. If you need anything or need to ask questions about our plan or charge, you will have to call us back directly at 800-656-6119, OK?
13. OK, I just want to make sure you get that problem totally resolved so please take down this number to reach your provider before I transfer you in case the call gets disconnected.
That number is:
DIRECTV 1-855-679-4357 COMCAST 1-866-316-1619
SPECTRUM / TIME WARNER / CHARTER 1-888-438-2427
WOW 1-866-496-9669 VERIZON- 1-800-922-0204
14. For your health and safety, YOU OR A LOVED ONE are also eligible for our promotional rate on our Personal Protection Pendant. This is a MUST have device for you or a family member with any health or medical concerns. This can immediately dispatch emergency medical assistance with the touch of a button not only inside the home but anywhere on the go. It’s like Life Alert, only half the cost. For only $49.99 a month so you or a loved one can be saved when a phone is out of reach in any type of emergency. Can we go ahead and sign you up?
**IF YES GO TO CONFIRMATION**
**IF NO**
I am going to transfer you now. Have a wonderful day!