DirecTV Support
Manager - 8585
Spanish - 1277
New Service - 1721
Service - 8810
Introduction
Logins
FD User: fd-support@nationalsalespartners.com
PPC User: PPC-support@nationalsalespartners.com
5Devices User: 5dev-support@nationsalsalespartners.com
Password: d1up2000!
Q&A
Supervisor
My supervisor will tell you the same thing. You’ve reached The Solutions Center, not your carrier. We are a separate company. While you’re on the line let me explain these savings to you.
Post Date
We can go ahead a postdate the plan so you do not miss out on the savings, When will you have the funds available?
Card Hesitation
Our system is military encrypted so when I type the numbers into our system, it shows up as Xs for your security. I won’t be able to see it once it is entered.
Switching Providers
The great thing about our plan is it’s universal coverage. No matter what provider you go to, our plan will follow. It only takes a few moments to start your savings process. What credit card would you like to use?
FOLLOW THIS SCRIPT ON DIRECTV CUSTOMER SERVICE CALLS
*Read the notes on the customers account to get an understanding on the status of the account and any issues that need to be addressed.
Cancel
WANTS TO CANCEL: I’m sorry to hear you want to cancel. Whats the reason you want to cancel today?
1st REBUTTAL GENERAL / PRICE ISSUES: Please keep in mind you are receiving special savings through this new customer offer. Not only that you are also getting all new equipment and 3 free months of all the movies plus you get access to over thirty thousand free on demand titles. You can even watch from your computer or cell phone! Lets get you rescheduled. I will pull up the calendar. What day is best for you?
1st REBUTTAL TECH ISSUE: We can absolutely get that issue resolved for you. We will file a complaint for that tech and get a new technician out to your home. Theres no reason you should miss out on this offer because of that. Lets get you rescheduled. I will pull up the calendar. What day is best for you?
2ND ATTEMPT AFTER FIRST REBUTTAL ONLY: I see I am able to offer you a $50 check if you take this offer today. Now this on top of the savings, 3 free months of all the movies, and free NFL Ticket offer! You don’t want to pass that up. I promise you will love DIRECTV! Can we go ahead and reschedule you?
** SEND A CALL BACK TO ADMIN – OANA TO SEND A CHECK. AND LET THE CUSTOMER KNOW THEY WILL GET THE CHECK 4-6 WEEKS AFTER INSTALLATION IF NOT SOONER.
REFUSES – JUST WANTS TO CANCEL: OK we will go ahead and put in a cancellation request. Is there anything else I can help you with? MOVE TO CALL ENDER
Reschedule
RESCHEDULE PROCESS:
DWS ORDERS PULL UP IN RETAILER SITE AND RESCHEDULE
SARA PLUS ORDERS CALL 844-776-0966 TO RESCHEDULE
- FIND A DATE AND TIME THAT WORKS FOR THE CUSTOMER AND RESCHEDULE. MAKE SURE TO NOTE AGEMNI AND CHANGE THE INSTALLATION DATE IN THE SCHEDULE SECTION.
- MOVE TO THE CALL ENDER WHEN THIS STEP IS COMPLETE
Carrier References
Standard
1. This plan is through The Solutions Center not your carrier. Our plan is independent of your provider (MOVE TO REBUTTAL STRING)
2. Just to clarify again, this plan is independent of your provider (MOVE TO REBUTTAL STRING)
3. Just to make sure you understand – this plan is through The Solutions Center—not your carrier (MOVE TO REBUTTAL STRING)
Transfer / Wants Number
You’ve reached The Solutions Center so I can’t just transfer the call. I understand you’re calling about another issue, but while you’re on the line I might be able to save you a lot of money with exclusive promotions. It only takes a moment to get started. What is your email address?
How Did I Reach You
You simply misdialed the number don’t worry it happens all the time. I can get you a discounted no fault warranty at almost 50% off the retail price. It only takes a few minutes. All I need is your address. What is it?