Transfers
My AC is not cooling, and I need a technician to come out
Transfer to Core
Located in the upper left corner when a call comes into the center
what is a Call Pop
Prime home Plus
What is the lead offer
Everything except Central AC
php
Not Interested - stated as soon as you introduce yourself after the prospect was holding
What is an immediate rejection -
Response:
“I completely understand—most customers say that at first until they realize how expensive even a small repair can be. This isn’t about adding another bill; it’s about protecting yourself from unexpected $500–$2,000 repairs. I can quickly show you how it actually saves money” Do you rent or own your own home
My bill has increased and I don't know if I want to keep this plan
Transfer to retention
Status when you are ready to take calls
What is available
Complete Home Plus
What is the upsell opportunity to PHP
Yes to Central AC
what IS COMPLETE HOME PLUS
“I already have homeowners insurance.”
What is response :
That’s great—you’re already protecting your home. The difference is homeowners insurance typically covers major damage from events, like storms or fire.
Oncourse covers everyday breakdowns—like your plumbing, electrical wiring, or AC failing from wear and tear—which insurance usually doesn’t cover.” so let's get you started on this awesome plan today okay?
Existing acct holder with an outstanding bill
Transfer to PCI PAY
Icon to check your schedule each day
What is Verint
62.99
what is the cost of PHP
They say no to PHP "to big"
What is The essentials plan
“It’s too expensive.”
“I hear you. The way most customers look at it is comparing it to a single repair. For example, a sewer line repair can cost thousands, while the plan is just a small monthly amount.
So instead of paying a large, unexpected bill, you’re spreading that cost out and protecting your budget.” So let's get you started on this awesome plan today okay?
When you introduce yourself, and the acct holder and provide insight to their needs
Warm Transfer
Enrolled or Non enrolled & why
What is the Disposition process
INDOOR / OUTDOOR WATER LINE, SEWER LINE, PLUMBING, GAS LINE
What is TLP
No to essentials in the script - where do we go next
What is TLP
“I’ll just pay for repairs myself.”
“You definitely can—and some people do. The question is whether you’d rather handle a surprise $1,500–$5,000 expense all at once, or have predictable coverage in place.
This plan is really about reducing financial risk and stress when something breaks.” In the even something comes up that you are not able to fix and to assure it is cost effective for you, so let's get you started on this awesome plan today, okay?
Provide the following: ID: 873-088 Access Code: 48903 Personal Code: Grand Rapids 12
What is the Language Line located in the script and we use the Omni
After clicking logout in the omni channel
what is logout in NGCC salesforce
The technicians come out twice a year to do a " tune UP" on the HVAC SYSTEM
What is Core maintenance
Consultative approach to sales
Ask questions first
The salesperson spends time asking thoughtful questions to uncover:
“I need to talk to my spouse/think about it.”
“Absolutely, that makes sense—it’s an important decision.
What I can do is walk you through the key benefits now so you have all the details ready when you talk with them. Most couples appreciate having clear info instead of going in blind.” Reminders that they have time to take advantage of the awesoem promotion price for being on the phone with me today, review it with their spouse, you have 30 days before the plan is effective and you may cancel at anytime even though we know you wont want to, it gives you time to lock in the price okay?