Scripts
SPRINT PCS OUTBOUND SCRIPT
“Hello, may I please speak with (Label Name)?”
IF LABEL NAME IS AVAILABLE:
GO TO PRESENTATION
IF LABEL NAME IS NOT AVAILABLE:
“I will try to reach (Mr./Ms.) (Label Name) at another time. Thank you for your time. Good-bye.”
SCHEDULE A CALLBACK and EXIT CALL
IF SOMEONE OTHER THAN LABEL NAME SAYS “YOU CAN TALK TO ME”:
“Are you an authorized decision maker for Mr./Mrs. _____________ (Last Name?)”
GO TO PRESENTATION
“I will try to reach (Mr./Ms.)___________ (Label Name) at another time. Thank you for your time. Goodbye.” SCHEDULE A CALLBACK and EXIT CALL.
IF ASKED “WHO IS CALLING?” OR “WHAT IS THIS ABOUT?”:
“This is (Your Full Name) calling from Apex CoVantage, an authorized sub-agent of Sprint
with a new offer. Is (Mr./Ms.)_________ (Label Name) available?”
IF YES :
GO TO PRESENTATION
IF NO :
“I will try to reach (Mr./Ms.)________ (Label Name) at another time. Thank you for your time. Goodbye.” GO TO TCPA COURTESY CLOSE, SCHEDULE A CALLBACK AND EXIT CALL.
IF ALREADY A SPRINT PCS SUBSCRIBER:
Mr./Ms. ___________(Label Name), o.k., great! Thank you for doing business with us. Good-bye. GO TO TCPA COURTESY CLOSE.
PRESENTATION
Hello, my name is ___________and I’m calling on behalf of Sprint PCS. Your number has been selected to receive a free UT Starcom CDM 120 cell phone (retails at $149.99) with a special Sprint calling plan, which includes 450 anytime minutes, unlimited nights & weekends, free nationwide long distance and nationwide roaming on the Sprint network.
There are no upfront charges. Now all you have to do is agree to a two-year contract at $39.99 a month for the service, which will not be billed to you until the end of the first month.
Along with this FREE phone you will also get a home charger absolutely free. So when you receive the cell phone at your home in the next
I just need to ask you some questions to start processing your order, OK?
IF NO, GIVE REBUTTAL: Mr./Mrs. Last Name, I understand your hesitation, however let me point out that you get a FREE phone plus the charger. The plan includes 450 anytime minutes with free nationwide long distance for only $39.99. I just need a few minutes to process your order, OK?
IF YES: Go to CONFIRMATION
Note to CSE: If customer is interested in a different phone, probe to see what features in a cell phone customer is interested in. It is possible to sell another phone; HOWEVER, after the credit check is performed and if the account requires a spending limit then the customer has to pay for the phone using a debit/credit card. The cost of the phone will NOT be charged to their Sprint account. If the account does not require a spending limit, then the cost of the phone can be billed to their account.
CONFIRMATION
This call is recorded to ensure accuracy on my part, OK?
CREDIT CHECK
- How do you spell your full name?
- Is this the best phone number we can reach you?
- Is there any other number that we can reach you?
- What is your address?
- And your date of birth starting with the month?
- What’s your Social Security number?
- What state is your driver’s license issued from?
- If no Driver’s license: How about your state ID?
- What’s your ID number?
- What is the expiration date on the ID?
- Do you have an email address?
That’s all the information I need right now. Please give me a moment. We will use all your information to pull a credit report to see if you are approved.
Note to TSR: Once the credit check is submitted make sure to capture the following information. This information needs to be inputted into the Order Entry Screen:
- Credit check PIN code:
- Spending Limits:
- Credit Class Code:
- Deposit required?
- How many lines?
- Account Number:
- Application Number:
ORDER ENTRY
CSEs, please note: If a spending limit or 50% deposit is required, then a credit card/debit card number is required:
Mr/Ms. _____, the system shows that a deposit is required OR since there is a spending limit place on your account we need to capture a credit/debit card. Which one would you like to use today?
What is your credit card number?
Expiration date?
And the last 3 numbers listed on the back of the card next to your signature?
I want to summarize the entire offer to you so that I can make sure you have understood everything correctly.
1. The plan is $39.99 a month. You will get 450 anytime minutes and a maximum of 500 additional adjustable minutes which will be charged $5 for every 50 minutes. As soon as you exhaust your regular 450 minutes, Sprint will add an additional 50 minutes to your plan and will keep doing so until a maximum of 900 minutes is reached.
2. This plan also includes unlimited nights and weekend minutes.
3. You can also call Nationwide long distance for free, which means that you can call anywhere in the 50 states of the United States, and whenever you do so it will be deducted from your minutes just like a local phone call.
4. Nationwide roaming is also a part of your free features in the plan. You will not be charged anything extra for roaming wherever you are including,
5. There is a one-time activation fee of $36. So when you receive your first bill, it will read as $39.99 for the monthly minutes and $36 as a one-time activation fee plus $12 for shipping and handling plus taxes.
6. PHONES:
a. You will get a Free UT Starcom CDM 120 cell phone plus a phone charger. This phone will be shipped to you through FEDEX and will reach you within the next
b. If customer has ordered a different phone other than UT Starcom 120 then: You have ordered the ____cell phone, the cost is $XX.XX with a $XX.XX rebate. Your credit card/debit card OR Your Sprint account : will be charged $XX.XX for the price of the phone.
| 7. This plan is a two-year verbal contract and if you decide to terminate your contract before the end of two years you will be charged an early termination fee of $200. 8. If a deposit is required: A deposit of $xx.xx is required to start your account. |
At this time do you have any questions? If you have any questions at a later time please call us at (insert call center phone number). Mr/Mrs___________ (Label Name), I am now going to conference in Third Party Verification to confirm your order.
TPV TRANSFER
1. Place customer on hold.
2. Dial TPV at 866-444-3345. Give TPV rep the customer’s order number.
3. Once order number is confirmed with TPV rep conference in the customer
4. Stay on-line and continue recording to make sure customer’s order is confirmed.
TCPA NO
“Thank you for your time. If you should have any further questions, please call
(800) 777-4681. Good-bye.” EXIT CALL
SPRINT Verification Script
ANSWER:
Thank you for calling customer support, this is ____________ .
phone orders. If other orders exist skip to bottom of script.>
CONNECT WITH CUSTOMER:
Hello, am I speaking with _____________ ? Hi _____________ , my name is ___________ with SPRINT and I just need a quick minute of your time to verify your order so we can go ahead and ship out your new cell phone. (Wait for response) So I understand that you want or need a new cell phone today, is that correct? (If there is any hesitation or shaky response, ask more probing questions. Go into the details of the 2 year commitment, such as monthly costs.)
IF THE CUSTOMER IS AN EXISTING CUSTOMER WITH SPRINT:
I see that you already have a phone with Sprint, is that right? Are you aware that this well be an entirely new account with Sprint, you will have a new phone and a new #, is that ok with you?
Okay, your full name is ____________ , correct? And your address is __________________, is that correct? (Make sure the address is perfect. Be sure to spell everything back to the customer for accuracy. NO flaws in the address please.)
The plan you opted for is the… (plan indicated on website)… does that sound right?
Federal, state and in some cases local taxes will be included on your monthly bill as well.
You do understand that your first bill should be close to $100? (Wait for acknowledgement) Ok, the following bills will be the ($39.99/$49.99) plus tax.
If clarification is needed for the $100:
Because you are charged a prorated monthly fee which is calculated from the date you begin your service to your first billing cycle, plus your first full month’s service charge. In addition, your first bill will include a one time activation fee of $36 and $12 shipping and handling.
IF THE CUSTOMER IS AN ASL CUSTOMER
Just to let you know you do have a spending limit on your account. You will be getting a letter in the mail explaining this, unfortunately this letter is worded poorly and doesn’t explain it well. A spending limit account is similar to a credit limit like on a credit card. If you go over your minutes you have available to you in your plan and your bill reaches your spending limit, your service will get shut off until you make a payment. Any questions about that?
Do you have any questions or concerns for me at this time? Okay great! Your phone should be shipped to you in 3-5 business days. If you have any questions before then or your phone does not arrive on time I have a number you can reach us at. Do you have a pen and paper ready? The number is 1-866-444-3345.
So now that you understand and agreed to all of the terms and conditions of this offer, I’d like to thank you for choosing Sprint! Thanks for your time and have a wonderful day/evening!
SPRINT CELLULAR PROGRAM REBUTTALS
HELPFUL HINTS TO OVERCOME SOME OBJECTIONS
Objection: “I’m not sure I can afford this.”
Your response: “I understand, let’s make sure you are getting the best value for your money.”
How to continue: “May I ask what you have budgeted for your phone service?”
“Let’s think about how you can use these services to save money.”
Objection: “I tried that service and I didn’t like it.”
Your response: “I can understand you tried the service, and perhaps it didn’t meet your needs.”
How to continue: “How did the service fall short?”
“What ways have your needs possibly changed?”
“What didn’t appeal to you about the service?”
Objection: “I don’t have time to discuss it now.”
Your response: “I understand how valuable your time is. However, if I could just take a moment of your time now, I think that you will find that our services could save you time and money.”
How to continue: “I do not want you to miss this opportunity to try…”
“Let me quickly tell you what I have in mind...”
Objection: “I need to check with my husband/wife/roommate.”
Your response: “I understand you want your
How to continue: “Are they available now to join our conversation so we can complete the order?”
“Which products/services do you think they would object to?”
“What do you need to verify with them?”
Objection: “I don’t have time to discuss it now.”
Your response: “I understand how valuable your time is. However, if I could just take a moment of your time now, I think that you will find that our services could save you time and money.”
How to continue: “I do not want you to miss this opportunity to try…”
“Let me quickly tell you what I have in mind...”
“What didn’t appeal to you about the service?”
SPRINT REBUTTALS
QUICK NO BEFORE PRESENTATION IS GIVEN
Mr/Mrs___, if I may quickly point out, we are offering a free new cellular phone valued at $149.99. The phone comes with a great local calling plan which consists of 450 anytime minutes for just $39.99. Plus unlimited night and weekend minutes including long distance when calling from your home calling area.
NO DURING PRESENTATION
Mr/Mrs __________, I understand your hesitation however, we are offering you a free phone along with a great calling plan…450 ANYTIME minutes for just $39.99 plus unlimited nights and weekend minutes…and free long distance as well when calling from your home calling area.
GENERIC NOT INTERESTED
You may want to keep in mind how valuable having a cell phone or even a second cell phone for your family can be. With 450 anytime minutes you can’t beat this offer. And don’t forget about the potential savings on your home long distance charges offered by this plan. Now I just need some basic information to get you started, OK?
I REALLY DON’T NEED A CELLPHONE / I DON’T HAVE MANY CONTACTS / I HAVE A LANDLINE / I’M SATISFIED / I DON’T TRAVEL MUCH / NO WIRELESS PHONE
As you know, cell phones can be very important in emergencies. Everyone can benefit from the safety and convenience of a cellular phone. Has anyone ever needed to get in touch with you and couldn’t find you? Have you ever been stuck in traffic or on the side of the road and needed to reach someone? Your cell phone can keep you connected with your family and provide security in an emergency situation. Now let’s get your plan started?
When you have a cellular phone you have the security of knowing that if you or a loved one is ever in need, you’re only a phone call away. Plus, when you are out and about, there is nothing more convenient than being able to get directions or let people know you’re running late. Also don’t forget the potential savings on your home long distance charges. Now I just need some basic information to get you started, OK?
I CAN’T AFFORD IT/TOO EXPENSIVE / I HAVE A CHEAPER PLAN / I’M UNEMPLOYED
I realize that cell phones were pricey in the past; however, things have changed and in today’s economy they offer a great value…and enable you to regulate your monthly telephone spending with less guesswork…with all the long distance minutes that are included in the plan you can’t go wrong.
With the great “Long Distance Included” promotion, you may actually be able to reduce your home Long distance bill. Do you currently pay long distance on your home phone? With this plan your long distance is free as long you make long distance calls from your home calling area…and within the minutes included in the plan. Since you will receive unlimited night and weekend minutes with the plans, you can simply make all of your long distance calls from your cell phone….
I ALREADY HAVE A CELL PHONE / I’VE OTHER PLAN / MY RELATIVE HAS A CELL PHONE & I USE THEM
Have you ever considered getting an additional phone for someone else in your family? This is a great time since a free phone is included in your activation and the plan includes 450 anytime minutes.
I NEED TO SPEAK WITH MY SPOUSE
We certainly understand and that's what's so great about this new plan, the phone is included with your activation, so if you've ever discussed how nice it would be to get another cell phone for the family, now’s the time. For just $39.99 per month you get 450 anytime minutes which may significantly reduce your home long distance charges. Now I just get need to get some basic information to process your application, OK?
SEND LITERATURE
We certainly understand and that's why I’m calling about this new plan. Our experience is that sometimes literature is misplaced or unread so we chose to try to talk with our customers about this offer. The phone is included with your activation, you get 450 anytime will arrive in 2 to 3 business days after processing. I just need to get some basic information, to get your process your order, OK?
I DON’T LIKE GIVING MY SSN/DOB OVER THE PHONE
You certainly need to be careful with any information you give. However, you can be assured that SPRINT will only use this information to complete your order, OK?
Please understand that this information is needed to protect both yours and Sprint’s interest. How about if I let you give this information to my Supervisor?
WANT CHEAPER PLAN
One of the things you’ve probably heard friends or family members complain about before is not having enough minutes. The great thing about this plan is that that you are given 450 anytime minutes for just $39.99 per month. And also don’t forget that the plan may actually save you money on your home long distance charges. Why don’t we go ahead and get your information so that I can submit your application, OK?
I’M CONCERNED WITH COVERAGE THAT I WILL GET/MY AREA DOES NOT GET COVERAGE?
Mr./Mrs. _____, I understand your concern, but SPRINT is constantly working on improving their coverage by building new towers and using new technologies.
HOW DO I KNOW THERE IS SERVICE IN MY AREA?
You received this offer, because you have been pre-determined as being in the SPRINT Wireless coverage area. SPRINT Wireless is one of the top carriers in the industry today, so you can rely on great service and coverage without worries!
WANTS A PLAN THAT OFFERS MORE MINUTES?
We can easily assist you. Place your order with us now, and once you receive your phone, just call us at 1-800-SPRINT-1 and we can quickly change you---at no charge--- to any of the other plans that SPRINT offers. There is no charge to change plans in the future.
WHEN DO NIGHT AND WEEKEND MINUTES START?
On most plans, Night & Weekend Minutes are used from 9 p.m. to 7 a.m., Monday through Friday and all day on Saturday and Sunday. Your service plan includes unlimited Night & Weekend Minutes; these minutes used during this time would not count towards your Anytime Minutes. Night & Weekend Minutes are also shared between all phones on a Sprint PCS Add-a-Phone account.
HOW DO I TRANSFER A NUMBER TO SPRINT?
Do not cancel service with your current provider. Service will be automatically cancelled when your number is transferred to us. Visit a Sprint Store or call 1-800-Sprint-1 to transfer your number and purchase a Sprint PCS Phone and Service Plan in one easy step.
OR
Order your new phone and plan online today and switch your number to Sprint once you receive your new phone by following the directions below.
If you already have a Sprint PCS phone, you can have your number switched over by visiting a Sprint store, calling 1-888-211-4727, or dialing *2 from your PCS device.
To help the transfer process go smoothly, it's important to have a copy of a bill from your current service provider.
ADDITIONAL SPRINT REBUTTALS
NOT INTERESTED – BEFORE / AFTER FIRST ATTEMPT :
I respect that Mr./Ms. ____________(Label Name). But before you could take a final decision by saying “NO”, let me make it clear to you that I am call on behalf of Sprint PCS the company which provides you an excellent after-sales service and also by giving you a UT Starcom CDM 120 cell phone absolutely free. It provides convenience-focused features in a sleek, lightweight flip design. The CDM-120 offers SMS text messaging with predictive text input, built-in speakerphone, voice memo/recorder and voice activated dialing. Also including built-in games and enhanced ringers, the CDM-120 provides fun on the go with much more exciting and wonderful features. Not just this, Mr./Ms.____________(Label Name), this phone comes with a great local calling plan which consists of 450 anytime minutes for just $39.99. Plus unlimited night and weekend minutes including long distance when calling from your home calling area.
And it’s a one-time offer and I really don’t want you to miss on this great opportunity Mr./ Ms.__________ (Label Name). So let’s start processing your order so that we can get you started right away……… (Return to the point of interruption).
NOT INTERESTED – FINAL ATTEMPT
I respect that Mr./Ms.__________ (Label Name). Please share with me if you currently have a wireless phone and if so with whom and how long you had this service?
What type of services do you have right now? How many minutes do you have and what do you spend each month for those minutes?
(Walk them through a comparison).
Based on what what you shared with me, you are only receiving, (Restate what they have told us) is that correct Mr./Ms.__________ (Label Name)?
Our plan offers great features like 450 anytime minutes for just $39.99. Plus unlimited night and weekend minutes including long distance when calling from your home calling area and not just this, you also get a UT Starcom CDM 120 cell phone absolutely free for just ordering this plan right away. So let’s start processing your order so that we can get you started right away……… (Return to the point of interruption).
WHY DO I NEED TO PAY $36 FOR ACTIVATION? / SHOULD I PAY $36 EVERYTIME? / I DON’T WANT TO PAY THE ACTIVATION FEE. / WHAT DO I GET FOR $36?
I understand your concern. However, this is just a 1-time charge, which entitles you to a great Advantage Plan.
And this would give you 450 anytimes minutes, with unlimited nights & weekends, free long distance and nationwide roaming on the Sprint Network.
And remember……. the best part is that the UT Starcom CDM 120 cell phone comes to you absolutely free! So let’s start processing your order so that we can get you started right away……… (Return to the point of interruption).
PAY FOR .30 CENTS PER MINUTE
I can understand your concern in this regard Mr. / Mrs._________ (Label Name). You are a current wireless customer correct?
All wireless companies charge per minute rate only if you go over your alloted minutes. However based on what we have discussed, you’ll be well within your limits anyway. Our per minute rate is a standard rate and therefore there is really no difference between our rate and most other reliable companies in the market. However, what does set us apart are our benefits and the special add-on features like : 450 anytimes minutes, with unlimited nights & weekends, free long distance and nationwide roaming on the Sprint Network and last but not the least the Free UT Starcom CDM 120 cell phone all at no extra cost for only $39.99 per month. So let’s start processing your order so that we can get you started right away……… (Return to the point of interruption).
IF THE CUSTOMER HAS A DOUBT WHETHER WE’RE REALLY FROM SPRINT PCS
I can understand your concern Mr. /Ms.________ (Label Name). This is _______ (give your pseudo name) with a SPRINT PCS dealer. My Agent ID Number is _________. If you have any concerns, feel free to contact our customer service number at 1-800-777-4681. They’ll be more happy to assist you. (Return to the point of interruption).
SATISFIED WITH THE EXISTING PLAN
Thank you for letting me know that Mr. / Ms.__________ (Label Name). I’m sure you have a great plan. The plan what we have is different with better benefits and add-on features. Allow us just 10 minutes of your time for us to tell you about our plan. This way you are able to better compare what you have and determine other options that are available to you. If you could accomplish this, how valuable would this information be to you Mr. / Ms. ____________ (Label Name). (Return to the point of interruption).
IF THE CUSTOMER RAISES AN OBJECTION DURING VERIFICATION
I understand your concern Mr. / Ms. ___________ (Label Name), as I had mentioned earlier, the recording does have a time-limit, I need to redo the recording. Kindly bear with me and this is necessary to process your order. Ok!
OR
I understand your concern Mr. / Ms. ___________ (Label Name). Please hold your questions, until the recording is over. And I’ll clear your doubts after the recording. (Return to the point of interruption).
HOW DID YOU GET MY NUMBER
Mr. / Ms. ___________ (Label Name), you being one of our most privileged customers and also one of the chosen few to have the opportunity to receive a free UT Starcom CDM 120 cell phone alongwith a special Sprint Calling Plan, our company requested...>
that I contact you personally and give you the wonderful and exciting news that your number has been selected to receive this plan. And I really appreciate you taking my call today. (Return to the point of interruption).
IF THE GATEKEEPER TELLS US THAT HE/SHE HANDLES ALL FINANCIAL MATTERS
Thank you, I appreciate that. But for Mr. / Ms. ________ (Label Name) security, I need to have Mr. / Ms. ________ (Label Name) and you online as well. Is there a better time to reach you both?
WHEN WE ARE UNABLE TO ANSWER THE CUSTOMER’S QUESTIONS
That’s a very good question Mr. / Ms. __________ (Label Name). If you could kindly hold for 2 minutes, I’ll get back to you.
(After 2 minutes tell the customer :) Thank you for holding Mr. / Ms. ________ (Label Name). (Clear the doubt).