Satellite Confirmation

Manager - 8585

Spanish - 1277

New Service - 1721

Service - 8810

Confirmation Must Be Read Verbatim

Rebuttals

I understand you’re calling about another issue, but while you’re on the line I can save you money with exclusive promotions that are only offered at this call center. We have packages that start at just $30 per month for high speed Internet. Let’s see what other discounts we can give you. Can I have the spelling of your first and last name please?

Now on top of the lower monthly price we can get service installed very fast! Let’s go ahead and see what else we can add on. Can you confirm your address please?

On top of everything I just mentioned we will also add on an exclusive service that will top Internet security like virus removal and software installation. We even have tune ups that can make your computer run faster – all from the comfort of your own home – without waiting for a tech! If we can set up service today I discount the start up fee. What email do you want to use?

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 DIRECTV INSTALLATION APPOINTMENTS AS SOON AS POSSIBLE

1a. Please allow me to put you on a brief hold to begin. ***PUT ON HOLD FOR 1 SECOND AND PICK RIGHT BACK UP***

1b. Mr./Mrs. (customer last name), lets confirm your DIRECTV order to make sure everything is accurate. Please be sure to write down our customer service number which is 800-928-5237. Again that’s 800-928-5237.

1c. Do we have permission to text or email you about your account and offers? Standard message and Data rates apply.

2a. Do you understand that you are placing an order for new DIRECTV service and this will require a satellite dish installation?

2b. You will need a pin to access your DIRECTV 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#

3a. Are you under contract with your current television company?

3b. YES: Is it month to month?

3c. YES – UNDER CONTRACT: We actually cannot switch your service if you are currently under contract. Please call me back at 8004113000 when your contract is up and I will set you up with a new customer order. However I can still offer you another service. MOVE TO NEXT

NO – NOT UNDER CONTRACT / MONTH TO MONTH: Move to #4

4. Your bill for the next 24 months will be ($______) plus taxes and fees. Your monthly fees will include a Regional Sports Fee of ($______) which is mandated in your area. There will also be a one time activation fee of $19.99 plus tax that will be charged today.

**AUTO BILL PAY IS A REQUIREMENT TO GET ALL DISCOUNTS**

5a. 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. There will be a one dollar authorization placed on card to make sure its valid. Please keep in mind you are receiving a $10 dollar credit for the 12 months for signing up for auto pay. It may take up to 3 cycles for the credit to take effect.

**CUSTOMER DECLINES AUTO BILL PAY **

5b. If you do not add auto bill pay your bill will be $10 more per month. It really is an easy way to get a huge discount and you can put it on a credit card. Are you still declining?

6. We are setting you up with # TVs WITH a DVR system or WITHOUT have a DVR system.

7. You will also receive 3 free months of HBO, Showtime, Cinemax, and Starz. You will want to be sure to call DIRECTV or go online to cancel those channels to avoid being billed for them after the free 3 months is up, OK?

Upsell - Protection Plan

8. 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)

9a. 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)

9b. 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”)

YES – MOVE TO 9a NO – MOVE TO 10

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)

10. Your DirecTV service carries a 24 month service agreement. If you cancel prior to the end of your agreement, there will be a prorated cancellation fee of $20 per month for each remaining month.

*Schedule Directv Installation Appointment 1 Week Out – Do Not Schedule Next Day*

11. 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.

On the day of installation, the installer will text your mobile phone or call your home phone to confirm the appointment. Please make sure you answer that message or they will reschedule the appointment. This can also help you know what time they are going to be at your home.

12. Don’t cancel your current service until after the DIRECTV system is installed and active so you will not be without television service.

13a. As part of your order today, we’re including an upgrade to 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)

13b. 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 13C)

(If Yes)

13c. 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:

13d. 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?

13e. 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

14a. 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 15a)

(If Yes)

Great! Today’s charge is ($22.86 / $31.18 / $41.58) including the 4% credit card surcharge. 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 15a)

Upsell - If CX Declined ID Theft

14b. 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 15a)

(If Yes)

Great! Today’s charge is $31.18, including the 4% credit card surcharge. 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 15a)

15a. Thank you for your time, have a wonderful day!

Carrier References

Standard

You’ve reached The Solutions Center not your carrier, which is how I can offer you such great savings (MOVE TO REBUTTAL STRING)

Transfer / Wants Number

You’ve reached The Solutions Center so I can’t 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. I can also give you the newest equipment! So I can see what other offers are in your area what is your street address?

How Did I Reach You

You simply misdialed the number since our numbers are close. The good news is we can set you up with a new promo that will give you the best offer in your area plus give you all new equipment (MOVE TO REBUTTAL STRING)

Who have I reached?

We’re actually an authorized retailer for several top brands such as AT&T. If you’re calling about an equipment or billing issue I can get you all new equipment and lower your bill. We have access to search the best deals for your area and all I need to start is your address. Can I have that please?