BE SURE TO RECORD & ENTER ALL CX INFORMATION ACCURATELY. FAILURE TO CONFIRM ENTIRE SCRIPT WILL RESULT IN CANCELLED SALE**IF CX CANCELS DURING CONFIRMATION YOU ARE REQUIRED TO IMMEDIATELY NOTIFY MANAGER BY CALLING EXTENSION 8585**
SCHEDULE CX SELF INSTALL OPTION WHEN AVAILABLE
1b. Mr./Mrs. (customer last name), lets confirm your order to make sure everything is accurate. Please be sure to write down our customer service number which is 800-928-5237. Again thats 800-928-5237.
2. Do you understand that you are placing an order for new AT&T Internet?
3. You will need a pin to access your AT&T account. We have made that pin the last 4 of your social. *AGENT BE SURE TO MAKE THE AT&T PIN THE LAST 4 OF THEIR SS#
4. Your first 12 bills will be ($______) plus taxes and fees. After that your bill will be ($_______) plus taxes and fees.
**AUTO BILL PAY IS A REQUIREMENT TO GET ALL DISCOUNTS**
5. The credit card you provided will be placed on your account for auto bill pay. Your first bill will be drafted 7 to 10 days from the date of installation.
TECH INSTALL
7. Your installation is scheduled for DAY OF WEEK / DATE / TIME SLOT. The installer can arrive at any time during that time slot.That is a free standard installation. Additional charges may apply for custom work.
8. Don’t cancel your current service until after the new service is installed and active so you will not be without service.
Upsell - Protection Plan
9a. As part of your order today, we are including a 3 year Protection Plan. This plan will cover everything from your receivers to remotes plus reimburse you for service calls up to $99 per occurrence and covers all wiring in and outside your home for a one time fee of $99.99. Can we go ahead and add that to your plan?
(If No)
9b. Keep in mind this plan covers all the wiring inside and outside your home, the system components and service calls if a tech is dispatched. You also will have your own IT professional on hand 24/7 to assist you with any internet connected device, including software installation and device set up. Let’s go ahead and get you protected, ok?
(If Yes)
9c. Perfect! Today’s charge is $104.11—that’s $99.99 plus a 4% credit card convenience fee—the charge will show as Protection Plan Center. Starting 30 days from today, there will be a $14.99 monthly maintenance fee; This covers 24/7 tech support, reimbursements for service call fees, and protects against cyber security threats, okay? (Must get clear “YES”)
10a. Before I let you go, we can include identity theft protection. This safeguards you in the event your personal information is exposed in a data breach, and also protects against credit card fraud, identity theft, and even medical fraud. When you enroll today, it’s just $14.99 to get started, and your coverage is activated immediately. We’ll include that with your plan, okay?
(If No)
10b. I understand it’s a lot of information – But this may be the most important part. This protection scans proactively for threats, includes full identity restoration with certified experts if anything happens, and even covers out-of-pocket costs through our insurance. It’s true peace of mind. Let’s go ahead and add this to your plan, okay? (IF YES 9C)
(If Yes)
10c. Perfect! Today’s charge is $15.58—that’s $14.99 plus a 4% credit card convenience fee—the charge will show as Protection Plan Center. This charge will recur monthly on [Today’s date]. We’ll email you a registration link to activate full coverage. Just to confirm, you understand this is identity protection for $14.99 a month? (Must get clear “YES”)
IF SELLING ID THEFT WITH NO EMAIL:
10d. Because we do not have an email address on file, you will need to call in to access your policy number if you ever need to file a claim. The number to call is 800-216-7488. Did you write that down?
10e. Do you understand that without an email address, this coverage is for $1 million in identity theft insurance, and monitoring services can be activated anytime once an email is added, okay?
(MUST get a clear “YES”)
Upsell - If CX Added ID Theft
11a. 5Devices – Email Required:
Before I transfer you, you’re eligible for a discounted plan through 5Devices.com—just $21.99/month to cover 5 internet-connected devices 3 years or newer like smartphones, smart TVs, laptops, or smart appliances. That’s only $4.40 per device per month for full protection against damage, repairs, and replacements—saving you hundreds each year. We’ll lock in that plan with the email you provided, okay?
(If No)
Most phone warranties cost around $10/month for just one device. This plan covers five for less than half that per device. It’s perfect for families and gives peace of mind with full coverage. Let’s get this added—it only takes a second, okay? (IF NO Move to 13a)
(If Yes)
Great! Today’s charge is ($22.86 / $31.18 / $41.58) including the 4% credit card convenience fee. The charge will appear as Protection Plan Center and will recur monthly on [Today’s Date]. You’ll receive a registration link within 48 hours to register up to (5/10/20) devices—just complete it within 3 days to activate full coverage. Repairs or replacements have a $100 flat-rate deductible per device. If you don’t receive your link or need assistance, call 800-656-6119—did you write that number down? (Move to 13a)
DO NOT CHARGE 5DEVICES – CALL 8585
Upsell - If CX Declined ID Theft
11b. Appliance Coverage– Email Required:
As a new customer, you qualify for $120 in annual savings on our Appliance Protection Plan. Normally it’s $39.99/month, today it’s just $29.99/month—only $1 a day—to protect major appliances like your fridge, washer, dryer, oven, and more that are 3 years old or newer, all under one simple plan. We’ll lock in that discount with the card you provided, okay?
(If No)
Think about every appliance in your home under 3 years old—imagine paying for a separate warranty on each. This plan saves you time, money, and stress by covering them all under one low monthly rate. How many appliances are we protecting today? (IF NO Move to 13a)
(If Yes)
Great! Today’s charge is $31.18, including the 4% credit card convenience fee. The charge will appear as Protection Plan Center and will recur monthly on [Today’s Date]. You’ll receive a registration link within 48 hours to register up to 5 appliances—just complete registration within 3 days to activate full coverage. All repairs or replacements require a $100 flat-rate deductible per appliance. If you don’t receive your link or need assistance, call 800-656-6119—did you write that number down? (Move to 13a)
15a. Thank you for your time, have a wonderful day!