PRO PLAN DECLINE SCRIPT
Hi this is _____ from The Protection Plan Center on a recorded line calling to speak with _____. Is _____ available?
I am calling in regards to your protection plan order you placed on (date) on your (provider’s equipment). I see the charge had declined when you were having (repeat cx issue).
I wanted to follow up to see when you would have the funds available to complete your 3-year protection plan. The card you had used was a (Visa/Mastercard/Discover/AMEX) ending in (last 4). Do you have the $99.99 available on your card today?
*IF YES, MOVE TO CONFIRM*
IF NO. When will you have the funds available so we can go ahead and postdate your plan and get it activated?
IF NO AGAIN. Okay, well if anything changes, please give us a call back at 800-656-6119. That’s 800-656-6119. Have a good day!
PRO PLAN DECLINE CONFIRMATION
1a. Great. 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. What credit card would you like to use? (Enter in system) And the expiration? And the CVV code?
2b. We also need your email address so we can send you a receipt and confirmation on the plan. Can you spell that out?
3a. We are setting you up with a 3-year plan. The initial fee billed to your credit card today will be $99.99 .
3b.After that there will be a $3.62 monthly maintenance fee. That 3 dollar and 62 cent fee will be charged today to begin your billing cycle.
4. 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.
5. Please remember your provider will not be able to access this 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?
6a. 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 $12.99 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?
YES – MOVE TO 6c NO – MOVE TO 6b HAS NO DEVICES – MOVE TO 6d
6b. This technical support covers so much! It covers every single internet connected device in your home. This will be your own personal IT professional that can help you easily from the comfort of your own home 365 days a year! There is no contract or cancellation fee, and for just $12.99 today, you can try it out and see the benefits. Let’s go ahead and add that plan today, okay?
YES – MOVE TO 6c NO – MOVE TO 7
6c. OK. The $12.99 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 “24/7 tech support.” 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 9.99 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?
MOVE TO 7
6d. I understand that may not be a good product fit for you, but we have also teamed up with Identity Force to protect our callers whose private information may have been exposed in a recent data breach. We are combating these breaches by offering you protection that includes up to $1million in identity theft insurance. This comes with continual dark web scanning and covers your entire family. If you sign up today, you only pay $12.99 and your coverage is activated immediately. Do you want to use the credit card on file?
YES – MOVE TO 6e NO – MOVE TO 7
6e. Great. The 12.99 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 “24/7 tech support.” We will forward instructions to your email so you can begin to use support right away. If you have any questions about this plan, call us at 800-540-3350. Did you get that number?
7. OK you are all set. Do you have any question?