Customer experiencing current technical support issue:
• I understand you’re having an issue right now, but I may be able to save you over $100 on a protection plan plus we can get your problem resolved. And if your carrier bills you $99.95 for a service call we will reimburse you ASAP. So can we go ahead and start your savings plus help you resolve your issue now?
Does not want a quote / Wants to get off the line quickly before the pitch:
• I understand you’re busy, but for only a few minutes of your time I may be able to save you over one hundred dollars on a protection plan that you may already be getting billed monthly for. With just a few minutes of your time you can put that money back in your pocket so can we go ahead and start your savings?
Already has a warranty / equipment is already covered
● If you pay monthly for a protection plan you are probably being billed around $8 per month. After 2 years you’ve paid over $190! Our plan is $89.99. That’s over $100 in savings! Lets put that money back in your pocket today. What credit card would you like me to put this one time charge on?
If customer does not want our protection plan because we are a third party
● If you purchased a car at Honda you wouldn’t get warranty through Honda, right? You would get it through an warranty company like Geico or Progressive. This is how I can offer you such great savings. Can we get your equipment protected today?
- You can walk into Best Buy and get a protection plan for Verizon cellular or an RCA TV, but Best Buy is not Verizon or RCA. They are 2 separate companies. This is how I can offer you such great savings. Can we get your equipment protected today?
Costs too much
● Price is critical in any decision. To make sure that we are comparing apples to apples here, I am offering you a onetime charge of 89.99. It is a no fault warranty, so if you spill something on remote, you will be covered, it will cover service technician visits as well. I know that you understand the value of a no fault warranty, right. So lets get this set up now, you’ll be covered for 2 years and it will take about 2 more minutes of your time for 2 yrs of hassle free protection. What credit card would you like me to put this one time charge on?
- I have to work within a budget too, but i am giving you a great rate on something you may already be paying more for. Saying yes to this actually adds money back into your budget. Plus you’ll get a no fault warranty, so if you, your kids, a dog, was to damage something, you would not be responsible. 2 more minutes and you’ll be off the phone with piece of mind for the next 2 years. What card do you want to use for this one time charge?
- I have to say that everyone has been excited about what I‘m discounting … and that‘s pretty much because of the AFFORDABLE COST given the satisfaction and comfort you will experience knowing that you have no obligation to any service call or repair, regardless of whose fault it is! Let’s get this reduced rate locked in for you so you can start saving money. Would you like to put the one time 89.99 fee on a MasterCard or Visa?.
Things that you CANNOT say. Customer confusion will result in termination:
Lead the customer to believe you are their TV provider or have any direct affiliation with them.
You are going to take money off of their bill.
Any variation that would make a customer think you are able to see their DIRECTV account within our system
- I can see your account right now.
- Let me pull up your information
- I see that you have had your service for awhile now
- I don’t see that on your account.
- Let me try pull up your account
- Your account is protected so I do not have access to it
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Any variation that would make a customer think they have to purchase a protection plan through us in order to get help with their issue such as: “I cannot help you unless you purchase a protection plan with me now.”
INSTEAD SAY – If you purchase our plan now it will save you money in the long run plus your issue will get resolved. Can we go ahead and get you protected?