Welcome Calls
If the customer is not available to speak with, are you able to speak with caller on the phone during a Welcome call?
No, you must speak with the customer who signed the contract.
We offer to update their payment information currently to bring their account into good standing and avoid any future issues.
Are you able to see full credit card information in Timx once it is saved?
No, information is left our for security purposes.
Name one place a Sam's call may have seen our information to contact us about new services.
Customers who have received a mailer, picked up a brochure from Sam’s Club regarding CINCH’s Home Warranties, was in-store with a Sales rep, or clicked on a link from the Sam’s Club website.
What is required uniquely to state on each call by each agent?
Your CA license ID.
Why are we calling Welcome call leads?
To ensure they are getting the most out of their home warranty.
There are certain parts within the Dunning call that must be read verbatim. Name one time this is required.
This will occur at the beginning, during the payment update portion, and at the end of the calls.
Yes, under bank account information.
True or false: When a Sam's club member calls in, they typically already have an idea of what they are looking for.
True. Sam's does a lot of marketing efforts including email blasts and store advertising.
Do you make Outbound or take Inbound calls for California?
Both
If a customer says they do not recall enrolling recently, do you immediately cancel the plan for fraud?
No. You asl probing questions. Example:
Our records show that while you were shopping at a Sam’s Club store recently, you spoke with a representative about the Cinch Complete Home protection plan. This representative helped you enroll into the Complete Home plan using your mobile phone. Does that sound familiar? Example: May I take a moment to explain more about this plan that you purchased and answer any questions you may have?
Are you required to get a clear 'yes' when reading contractual information?
DAILY DOUBLE!!!
Yes. Words NOT acceptable are Okay, Sure, Uh-huh, Yeah, & Fine.
Account is set for automatic renewal.
Name 1 thing Cinch does NOT offer that other warranties may.
Emergency Lodging is not available
Home Owners Insurance Deductible is not available
We do not offer Surge Protect with this campaign
Appliance Discounts are not available
What system is used that houses California leads?
Sales Force
How many days does it take to be fully removed from the Cinch callable list?
30 days
What client system will you use to update a customer's payment method?
Timx
What does DTC stand for?
Direct to consumer
How many days does a customer have to review a warranty to determine if it is right for them?
30-day review period.
Do you need to negotiate and right-fit a customer into a Cinch home warranty in California?
Yes! This is a Sales role.
What is the maximum aggregate funds Cinch will cover up to in a yea?
$10,000.00 under complete home.
What must you do before 'cold' transferring a call to another number?
Provide the customer the number you are transferring them to.
If a customer is past due in Timx, what will be beside the status?
a red flag
How many days is the workmanship guarantee?
180-days
What can you use to search for a customer in Timx?
phone number (most commonly used)
contract id/warranty id
account number
first name/last name/zip code
street address