The Vehicle

Service Center Script

Hello, my name is ____________ in the Vehicle Service Center…

(►) WHEN INFORMATION IS ON THE SCREEN:
I am reviewing the file on the (YEAR/MAKE/MODEL) … Are you still the current owner?

(►) WHEN INFORMATION IS NOT ON THE SCREEN:

Please state the (YEAR/MAKE/MODEL) of your current vehicle.

The reason for the call today is the file on your vehicle indicates that you have yet to extend past
your vehicle’s factory coverage. Now, roughly how many miles are on the vehicle?

THERE IS NO LIMIT ON THE MILES, WE JUST HAVE TO MAKE SURE ITS IN GOOD RUNNING
CONDITION TO CONTINUE WITH THE CALL.
It appears you MAY still be eligible for the extended warranty on the vehicle. The file is currently
pending cancellation, rather than continue to close out the file today… I am going to transfer you to
a senior coverage specialist, The specialist will provide you with the accurate information on what
your protection covers and cost, Okay?...

JUST TO RECONFIRM YOU DO UNDERSTAND THAT YOU ARE BEING TRANSFERRED WITH THE
SPECIALIST TO GO OVER THE COVERAGE AND COST CORRECT??
 1. Why are you calling me? 2. Why should I give you this 3. Who are you?
information? Shouldn’t you have
A. The reason for the call today is it already? A. This is the Vehicle Service
the file on your vehicle indicates A. This call is to add additional Center. We handle all the policies
that you have yet to extend past coverage to any vehicle 2003 or that are sold, bought, and
your vehicle’s factory coverage. newer for any mechanical & recognized at all (MAKE)
►(BACK TO SCRIPT) electrical repairs, what’s the year, dealerships nationwide.
make, model and a rough estimate ►(BACK TO SCRIPT)
of miles?

4. Is this a Scam? 5. Where did you get my number? 6. Why are you calling me from a
local number?
A. No, of course not. We are the A. If you or someone within you A. Due to the overflow of calls, you
Vehicle Service Center we handle home was recently looking for were routed to my department
all the policies that are sold, warranty protection plans, you since I was the next available agent
bought, and recognized at all must have opted in to receive calls to help you out. ►(BACK TO
(MAKE) dealerships nationwide. from us to offer coverage. ►(BACK SCRIPT)
►(BACK TO SCRIPT) TO SCRIPT)

7. How much is this going to cost? 8. What is your 9. I’ll call you back later!?/I don’t
address/number/website? (Any have time.
A. that’s a very good question for info about company) A. Your file is currently pending
my senior coverage specialist, I cancellation today what I’m going
will bring them on the line so they A. Once I transfer you over to the to do is PRIORITIZE your call and
can go over the protection cover specialist, they will go over what EXPEDITE the process. ►(BACK TO
and cost. the protection covers and cost, SCRIPT)
►(MAKE SURE FILE IS UPDATED) and also, provide you with that Advise: -OFFER CALLBACK AS LAST
information. ►(BACK TO SCRIPT) RESORT FOR THE CURRENT DAY-

10. I have a (YEAR/MILE) warranty still. Why are you calling me? 11. I’m just not interested/ I do
(MUST USE WARRANTY CHART) not need it:

A. (If under Basic Warranty) ► Unfortunately your vehicle doesn’t A. I definitely hear you. What is
qualify since your still under factory warranty (do ask for other holding you back from protecting
vehicles) your vehicle today?

B. (If under Powertrain Warranty) ► That is correct. Your Powertrain ►(WAIT FOR RESPONSE AND
Warranty only covers 3% of the vehicle. The parts of your engine, REBUTTAL ACCORDINGLY)
transmission, and drive axle that are touched by oil. We are trying to
protect the rest of your vehicle. ►(BACK TO SCRIPT)
 12. I have insurance with… 13. I have a leased vehicle:

A. Yes, that’s great! However, your A. Do you plan on keeping the vehicle after the lease is up? …
insurance only covers you in case
of an accident or collision, we ►(IF: YES) This is to keep your vehicle protected after your lease is up.
want to protect your vehicle for ►(BACK TO SCRIPT)
mechanical or electrical
malfunctions. ►(IF: NOT) Is there any other vehicle that may benefit from an
►(BACK TO SCRIPT) extended coverage today?
►(YES: BACK TO SCRIPT – NO: END CALL)

14. I’m on a fixed income/ I

cannot afford it: 15. What Vehicle/ I DO NOT own that Vehicle:

A. No problem, I’ll update the file, what is the YEAR/MAKE/MODEL of

A. That’s understandable, since
your current vehicle? ►(BACK TO SCRIPT)
we have the lowest rates in the
nation, we’ve been able to help
B. Is there anyone within the household that can benefit from having
customers with all sorts of
EXTENDED coverage today? ►(BACK TO SCRIPT)
budgets. Most of our customers
are on a fixed income. I’m bringing
my senior coverage specialist to
go over the coverage options that
best fits your needs, Okay?

16. I plan on selling my 17. I already BOUGHT an extended warranty:

car:
►(ask the following questions:)
A. Not a problem all of our policies A. Did you purchase the warranty through a dealership or a 3rd
are transferrable plus it will also party?
add value to your current vehicle. B. Is the warranty financed with your monthly car payment or
►(BACK TO SCRIPT) is it a separate payment?
-(IF THEY SAY FINANCED WITH THEIR CAR PAYMENTS OR PAID IN FULL, ASK FOR
ANOTHER VEHICLE IF NONE MOVE ON TO THE NEXT CALL)-
-(IF WITH A 3RD PARTY COMPANY OR PAYMENTS ARE SEPARATE; WORK IT! ASK
FOR NAME OF COMPANY AND MONTHLY PAYMENTS IF POSSIBLE!)

C. Ok Sir/Ma’am, it’s always good to also compare policies! We MAY

be able to offer you a higher level of coverage at a much affordable
cost. I’m bringing in the senior coverage specialist that will look into
that policy for you, Okay? ►(BACK TO SCRIPT)
 18. I am a mechanic/Mechanic in the family: 19. Wrong number:

A. Would you/they be able to run a computerized diagnostic test or A. Not a problem this call is to
handle an electrical repair like a Transmission Control Panel? add additional coverage to any
vehicle 2003 or newer for any
(IF: YES): Okay, I do know parts can still be expensive; not to mention, mechanical & electrical repair;
the manual labor that goes into repairing the vehicle. I’m going to What’s the year, make, model
transfer you to my specialist so they can explain how we can save you and a rough estimate of miles?
time and money. ►(BACK TO SCRIPT)

(IF: NOT): That is why we are reaching out to you. To see if you are
eligible to add additional coverage on the vehicle and protect you from
a large repair bill. ►(BACK TO SCRIPT)

20. You must talk to my spouse (husband/wife): 21. I am covered through CAR
SHIELD:
A. I definitely hear you, who is financially responsible for that vehicle?
(SEE BELOW) A. Oh no! Just so your fully
advised Car Shield™ is “F” Rated
(IF THEM)► -That is why we are reaching out to you to see if you are by the Better Business Bureau
eligible to add additional coverage on the vehicle and protect you from due to failure to cover financial
a large repair bill. (BACK TO SCRIPT) repairs in a timely manner or they
don’t pay them at all. I’m going to
(IF NOT THEM)► -Just offer a callback or ask for the phone number of TRANSFER YOU TO a senior
the decision maker. (BACK TO SCRIPT) coverage specialist so they can
compare policies with you and
answer any questions you may
have.
 BLANK CALLS/NO INFO:
A.► This call is to add additional coverage to any vehicle 2003 or newer for any mechanical and
electrical repairs, what’s the year, make, model and a rough estimate of miles?

►(REMEMBER THE ELIGIBILITY WINDOW IS 2003 OR NEWER)

►(Get the vehicle info ….)

- How many miles do you have on your vehicle?

►(THERE IS NO LIMIT TO THE MILES WE JUST HAVE TO MAKE SURE THE VEHICLE IS
IN GOOD RUNNING CONDITION )
- Okay based on that information it does appear that you MAY still be eligible to
receive additional coverage. I am going to transfer you to our Senior Coverage
Specialist, and they will go over what your protection covers and costs, Okay?...

JUST TO RECONFIRM YOU DO UNDERSTAND THAT YOU ARE BEING TRASNFERRED WITH THE
SPECIALIST TO GO OVER THE COVERAGE AND COST CORRECT??
PLEASE HOLD

/ CALL BACKS ◄
(WHEN INFORMATION IS ON FILE):
Thank you for calling back this is _______ from the Vehicle Service Center. We are reviewing the file
for _________ are you still the current owner?
(IF: YES) ► PROCEED WITH SCRIPT…
(IF: NO): My apologies, I can update the file. What kind of vehicle do you currently own?
►PROCEED WITH SCRIPT...