🔹 Step 1: Start Confirmation
1a. Let me place you on a brief hold to begin. (Hold for 1 second)
1b. Please grab a pen and paper. Let’s verify your information.
🔹 Step 2: Collect Customer Info
2. Can you please spell your first and last name?
3a. Please spell your street address – city – state – and zip code.
3b. What’s your date of birth? We need this for account verification for your protection plan in the future.
4a. Can you confirm your phone number?
4b. May I have a second phone number?
5a. Go ahead and spell out your email address for the account. (IF NO EMAIL 5B)
5b. We do need an email address for account verification and important account communications. What is the best email we can use? (IF NO EMAIL 5C)
5c. Does anyone in your household have an email? (We no longer mail out plan info.)
🔹 Step 3: Billing
5d. Card Option:
- How does your name appear on the card?
- Is there a middle initial?
- Please provide your card number – And the expiration date – And CVV.
- Is the billing address different from your home address? (MOVE TO 6A)
ACH Option:
- Please provide your Bank’s Name – And the 9-digit routing number – And the checking account number. (READ ACH AUTHORIZATION)
ACH Authorization
🔹 Step 4: ACH Authorization (If Applicable)
This confirms your authorization for ACH debit to the Protection Plan Center.
Please provide your driver’s license number and expiration date. (Or state ID)
You confirm this is your account or you’re an authorized signer for:
- [Bank Name]
- [Routing #]
- [Account #]
- And the effective date is [Today’s date]
You also agree:
- If a payment is returned or rejected there will be a $35 payment fee
- And Protection Plan Center is not responsible for NSF fees (Non Sufficient Funds)
Do you confirm and agree? (MUST get a clear “YES”)
Sending ACH Authorization Form (Instructions)
I do need to send you an authorization form to verify your acceptance of these terms.
Please hold while I text/email that form to you. (If customer has text & email it will send to both)
🔹 Step 5: Plan Details and Charges
6a. We are setting you up with a 3-year plan. Today’s one-time charge will be $104.11, which includes the $99.99 plan fee plus a 4% convenience fee, okay? The charge will appear within the next 24-48 hours.
6b. 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. (Move to 7 or Rebuttal)
MMF Rebuttals
This fee helps keep the plan up to date so you’re always getting the latest coverage and support. It also gives you access to your own personal I.T. expert—ready to troubleshoot any tech issue, right from your home. Let’s continue with your coverage, okay?
This plan protects all your devices from cyber security threats and gives you 24/7 support for things like virus removal, software installs, and device setup—so you’re never stuck without help. Let’s go ahead and continue.
I can apply a special discount code to bring the monthly fee down to just $9.99. You’ll still get full coverage, tech support, and service call reimbursements at a lower rate. I’ll apply that discount now and we can continue.
7. The charges will show as Protection Plan Center.
8a. For questions or claims, please write this number down 800-656-6119.
8b. Do you understand that your provider will not be able to access this plan and that you must contact us directly for any questions or concerns regarding this protection plan? (MUST get a clear “YES”)
8c. Do we have permission to text and email you about your account?
🔹 Step 6: ID Theft Protection:
9a. As part of your order today, we’re upgrading you to identity theft protection. This plan monitors your identity 24/7 — including your Social Security number and the dark web — and includes $1 million in identity theft insurance. When you enroll today, it’s just $14.99 to get started, and your coverage is activated immediately. We’ll apply that to the card you provided, okay?
(If No)
9b. Let me tell you why most people upgrade: identity theft isn’t something you can undo easily and it’s the only crime the victim has to fix themselves. Without monitoring, most people don’t know there’s a problem until real damage is done. This plan gives you 24/7 monitoring plus $1 million in protection if something happens — starting today. Let’s go ahead and secure that for you, okay? (IF NO MOVE TO 10A)
(If Yes)
9c. Perfect! Today’s charge is $15.58 that’s $14.99 plus a 4% 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? (MOVE TO 10A)
(Must get clear “YES”)
IF SELLING ID THEFT WITH NO EMAIL:
9d. 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?
9e. 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”)
🔹 Step 7: Process Payment
10a. Please hold while I process the payment. (ONE TIME CHARGE OR ACH TASK)
(If Charge Went Through 10b)
10b. You’re all set! The receipt and plan info will be sent to your email. (MOVE TO UPSELLS)
If Payment Declined
The card did decline; Sometimes banks block phone transactions just as a precaution, so your card may have been declined for security reasons.
10c. Did you receive a text or email alert to authorize the charge? (?IF NO 10D)
10d. Are funds available on the card? (IF YES 10E)
10e. Can you confirm the card number – And the expiration date – And CVV.
10f. Do you have another card we can use? (IF NO 10G)
10g. We can also accept ACH payment – Please provide your Bank’s Name – And the 9-digit routing number – And the checking account number (IF NO 10H) (IF YES ACH AUTHORIZATION)
10h. Please provide the number on back of your card so we can conference the bank to authorize the charge.
- Write down this information please – “Protection Plan Center”
- Write the amount: $xx.xx
- Once authorized, I’ll complete your order.
Do you have questions before I conference the bank?
ACH Authorization
🔹 Step 4: ACH Authorization (If Applicable)
This confirms your authorization for ACH debit to the Protection Plan Center.
Please provide your driver’s license number and expiration date. (Or state ID)
You confirm this is your account or you’re an authorized signer for:
- [Bank Name]
- [Routing #]
- [Account #]
- And the effective date is [Today’s date]
You also agree:
- If a payment is returned or rejected there will be a $35 payment fee
- And Protection Plan Center is not responsible for NSF fees (Non Sufficient Funds)
Do you confirm and agree? (MUST get a clear “YES”)
Sending ACH Authorization Form (Instructions)
I do need to send you an authorization form to verify your acceptance of these terms.
Please hold while I text/email that form to you. (If customer has text & email it will send to both)
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 12a)
(If Yes)
Great! Today’s charge is ($22.86 / $31.18 / $41.58) including the 4% 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 12a)
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 plan with the email 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 12a)
(If Yes)
Great! Today’s charge is $31.18, including the 4% 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 12a)
🔹 Step 9: Final Reminders
12a. Keep in mind your provider will not be able to access this plan. For questions or reimbursements call us directly at 800-656-6119.
12b. Please take down your provider’s number in case the line disconnects while I am transferring you:
- AT&T: 800-331-0500
- DIRECTV: 855-679-4357
- COMCAST: 866-316-1619
- SPECTRUM: 888-438-2427
- WOW: 866-496-9669
- VERIZON: 800-922-0204
- T-MOBILE: 800-937-8997
🔹 Step 10: Final Upsell – Personal Protection Pendant
13a. I also noticed here you or a loved one qualify for our special rate on the Personal Protection Pendant—an essential device for anyone with health concerns. With one touch, it can dispatch emergency help anytime, anywhere—even away from home. It works like Life Alert but at half the cost, just $49.99/month. Let’s get this life-saving protection set up—okay?
(If No)
I am going to transfer you now, have a wonderful day!
(If Yes Move to Confirmation)