NEW JERSEY – TELESALES SCRIPT

AGENT NOTES:

• If at any time during the sales call there is any question about the customer’s English language
skills, you must stop and ask: “Do you speak and understand English?” If the answer is “no,” offer
to transfer the customer to a sales agent with appropriate language skills or politely terminate the
call.

• In New Jersey, the Account Holder and/or spouse is allowed to complete the enrollment per
regulation.

• Lead with Variable Rate offer which includes the Cinch Line & Surge protection plan at no
additional cost to the customer.

• If customer is not interested in Lead offer, you can use the 2-phased Fixed Rate offer as a fallback.

• Once you have the customer committed to the electric sale, attempt to add the Variable Rate gas
plan which will double their Cinch coverage if the customer chose the Variable Rate plan for
electric. See specific offer details below:

o Variable Electric Rate Plan = $500 Line & Surge Protection, $50 Welcome Reward, 50
Indra Reward Points/month

o 2-Phased Fixed Electric Plan = No Line & Surge Protection, $50 Welcome Reward, 50 Indra
Reward Points/month

o Variable Rate Gas Plan (Fixed or No Electric Plan) = $500 Line & Surge Protection,
Additional 50 Indra Reward Points/month

o Variable Electric Rate Plan + Variable Gas Rate Plan = $1,000 Line & Surge Protection,
Additional 50 Indra Reward Points/month

CALL OPENING

OUTBOUND CALL OPENING:

“Hi, this is [Agent Name] I need to speak to [Customer Name].”

Agent Note: If account holder (or spouse) is not available, you may ask when it’s a good
time to reach them and/or leave your callback information. Do not attempt to solicit
anyone other than the name in your record/utility account holder or spouse

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 Once the customer is in the line:
“I’m calling from Indra Energy with a variable rate offer that is [x] % lower than the utility’s electric
supply price to compare for your first 2 full months of service, and to sweeten the deal, I’ll throw in up
to $1,000 in home line protection coverage and up to $500 home surge protection coverage at no
additional cost to you! Before I go on, I need to remind you that Indra Energy is an independent
supplier of natural gas and electricity in the state of New Jersey and we are not affiliated with your
utility company or any other entity. The purpose of my call is to ask you to switch your electric supply
service to Indra Energy and switching to Indra is not mandatory. This call is being recorded for quality
purposes.”

SALES PITCH

LEAD OFFER VARIABLE:

“Great! I’ll get you started on our flexible, variable rate plan at a rate of $<insert kWh rate > cents per
kilowatt hour for the first 2 months of service with Indra Energy. This is <x%> lower than your utility’s
currently published Price to Compare rate as of today’s date. After the second month, your ongoing
variable supply rate per kilowatt hour with Indra will fluctuate on a monthly basis. This plan also
includes a Cinch Home Services’ line protection plan that provides coverage up to $1,000 towards
interior wiring repairs, like wall outlets, switches or breaker boxes AND Cinch’s surge protection plan
that provides up to $500 in reimbursement for any covered appliance or electronic damage caused by a
power surge! This coverage would normally cost around a $120 per year but we’re including it at no
additional cost to you! Plus, you’ll get exclusive access to Cinch’s customer support network where
you’ll find pre-screened professionals who can diagnose and remedy the problem, 24/7. And best of all
Cinch offers a 180-day workmanship guarantee on their repairs and services!”

Agent Note: IMMEDIATELY PROCEED TO PROMOTED INCENTIVE

PROMOTED INCENTIVE

“I’ll also throw in up to $50 in prepaid Visa cards PLUS access to Indra’s My Energy Perks reward
program where you’ll earn 50 Indra Reward Dollars every month that can be used with hundreds of
participating retailers and restaurants nationwide!”

“Since there’s no fee to enroll and you can cancel at any time without penalty, let’s get your enrollment
with Indra Energy for electric supply service started!”

If customer doesn’t object: “If you can please grab a copy of your most recent electric bill, there’s some
information I’ll need in order to enroll your account(s). I’ll hold while you get that…” Proceed to the
Data Gathering section
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If customer objects/declines offer: New Jersey has a “no rebuttal” regulation so you should prepare to
end the call. You can say something like: “I understand. I’m going to give you my phone number if you
decide you want to call me back to take advantage of this great rate and our awesome reward
program. My number is 888-504-6372. I hope you have a great day! Bye”

DO NOT PROCEED WITHOUT AFFIRMATIVE RESPONSE FROM CUSTOMER

FALLBACK OFFERS

Agent Notes:
• Home Surge Protection plan is NOT included in the 2-Tiered Fixed Rate Plan

• $50 Welcome Reward & My Energy Perks Program are included with the 2-Tiered Fixed Rate Plan

FALLBACK OFFER: 2-TIERED FIXED RATE PLAN (ONLY IF CUSTOMER DECLINES VARIABLE PLAN)
“I do have one more plan I can offer you today. What I can do is start you off at an initial rate of
$<insert kWh rate > cents per kilowatt hours for the first month of service with Indra Energy and
then after the first month, your rate will be locked in at a fixed rate of $<insert kWh rate> cents
per kilowatt hour for the next [___] consecutive billing cycles. And just like the other plan, I’ll throw
in up to $50 in prepaid Visa cards and 50 Indra Reward Dollars each month you remain on Indra’s
supply plan. Plus, there’s no fee to enroll in our electric supply service and you can cancel at any
time without penalty.”

If customer doesn’t object: “If you can please grab a copy of your most recent electric bill, there’s some
information I’ll need to get you started. I’ll hold while you get that…”

Agent Note: Customer must provide consent to continue beyond this point

DETERMINE ELIGIBILITY

“Are you currently enrolled in an energy assistance program?”

• If YES, advise customer we do not want them to lose the benefits and thank them for
their time and disconnect call

“My records show that you live in the [insert utility] territory. Is that right?”

• Refer to the customer’s specific utility company’s Indra offer/pricing

NJ Customers in ACE, JCPL, PSE&G & SJG Territories Only:

“Are you current on your utility bill?”

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 • IF YES: Proceed to next step
• IF NO: Do not proceed. Advise customer, “Unfortunately, I won’t be able to assist you
today. I appreciate your interest, though! Have a great day.” Close call

“Awesome, thanks!

GAS CROSS SELL

“Oh, I forgot to mention that we supply natural gas too! Do you use natural gas in your home?”
If NO: Skip to Data Gathering section
If YES: “Are you the accountholder for the gas utility bill?” – Answer must be Yes

If customer chose Variable Rate Electric Plan:“For your natural gas account, l can get you started on our
100% carbon offset natural gas product at [rate] per [therm/CCF/MCF] for the first two months and
then after the second month the rate may fluctuate from month-to-month. The great thing about this is
that it DOUBLES the coverage you get for your Cinch line & surge protection plan and it DOUBLES the
amount of reward dollars you’ll earn each from 50 to 100 reward dollars per month! Let’s go ahead and
take care of both accounts while I’ve got you on the line!”

If customer chose 2-Phased Fixed Rate Electric Plan:“For your natural gas account, l can get you started
on our 100% carbon offset natural gas product at [rate] per [therm/CCF/MCF] for the first two months
and then after the second month the rate may fluctuate from month-to-month. The great thing about
this is that it comes with the Cinch Surge Protection plan we talked about earlier which provides surge
protection for your home at no additional cost to you. This means that if a power surge damages a
covered appliance or electronic, you’ll get exclusive access to our partner, Cinch Home Services’,
customer support network where you’ll find pre-screened professionals who can diagnose and remedy
the problem, 24/7. And best of all - if it can’t be fixed, it could be replaced up to $500! Plus you’ll earn an
additional 50 Indra Reward Dollars every month! Let’s go ahead and take care of both accounts while
I’ve got you on the line!”

Briefly pause to allow the customer a moment to absorb the information and indicate their intent to
move forward. If customer doesn’t decline, immediately proceed to DATA GATHERING section.

DO NOT PROCEED WITHOUT AFFIRMATIVE RESPONSE FROM CUSTOMER

DATA GATHERING (APPLIES TO EVERY CALL)

CUSTOMER DOES NOT HAVE BILL…..

“Another option is that you can look up the information we’ll need online. Do you have online access to
your utility account information?”

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If “Yes”: wait for customer to log into account then proceed with data gathering

If “No”:

• ACE: “No problem! We can call the utility together and get the information we
need. You’re going to hear a brief silence while I bring the utility agent on the
line. Once we have an agent on the phone, I will introduce myself and explain
that I have you on the line because we need to get your 22-digit Service
Number. Hold one moment while I place the call…”

o 3-Way Conference with ACE @ 800-642-3780

• Elizabethtown Gas: “No problem! We can call the utility together and get the
information we need. You’re going to hear a brief silence while I bring the
utility agent on the line. Once we have an agent on the phone, I will introduce
myself and explain that I have you on the line because we need to get your 10-
digit Service Agreement Number. Hold one moment while I place the call…”

o 3-Way Conference @ 800-242-5830

• PSEG (electric and/or gas): “No problem! We can call the utility together and
get the information we need. You’re going to hear a brief silence while I bring
the utility agent on the line. Once we have an agent on the phone, I will
introduce myself and explain that I have you on the line because we need to
get your 20-digit POD ID. Hold one moment while I place the call…”

o 3-Way Conference with PSEG @ 800-436-7734

• All Other Utilities: “No problem! I’d hate for you to miss out on this great offer
so another way we can get the information we’ll need today is for me to
transfer you to the utility and you can ask them for your account information.
First, let’s schedule a time for me to call you back.”

AGENT NOTE: Schedule call back in system then cold transfer the customer to the applicable
utility:

• JCP&L:
▪ Cold transfer customer to 800-662-3115.
▪ Instruct customer to ask for their 20-digit Customer Number
• New Jersey Natural Gas:
▪ Cold transfer customer to 800-221-0051.
▪ Instruct customer to ask for their 12-digit Account Number
• RECO:
▪ Cold transfer customer to 877-434-4100.
▪ Instruct customer to ask for their 10-digit Account Number
• South Jersey Gas:
▪ Cold transfer customer to 888-766-9900.

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 ▪ Instruct customer to ask for their 10-digit Service Agreement
Number

CUSTOMER HAS A COPY OF THEIR BILL

“I show the utility account is listed under the name [read the customer’s first & last name]. Is that
right?”

• In New Jersey, suppliers are permitted to enroll the account holder or the account holder’s spouse

“And can you please confirm that your service address is [read full street address including city, state
and zip]?”

• If the system address is incorrect, make appropriate corrections

“Is the billing address the same?”

• If necessary, capture the full billing address including any additional identifiers

“I need your email address, which is required for this promotion so I can send you details about your
Welcome Reward and our exclusive Rewards Program!”

• If customer declines to provide, explain that they will not be eligible to receive the Welcome Reward
or participate in the Indra Reward Program without an email address on file

“And finally, may I please have your utility account number?”

▪ ACE:
• 10-digit Service Agreement Number
• Page 1, bottom right
• Starts with “05”
▪ Elizabethtown Gas:
• 22-digit Service Number
• Page 2 under Details of your Electric Charges section
▪ JCP&L:
• 20-digit Customer Number
• Page 1 under Charges from JCP&L section

▪ New Jersey Natural Gas:

• 12-digit Account Number
• Page 1 upper left corner
▪ PSEG (electric & gas):
• 20-digit POD ID
• Page 4, in Price to Compare box
• Starts with PE for Electric
• Starts with PG for Gas
▪ RECO:
• 10-digit Account Number
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 • Located on Page 1, upper right corner
▪ South Jersey Gas:
• 10-digit Service Agreement Number
• Located on Page 1, middle of the page on the right side

ENROLLMENT DISCLOSURES (APPLIES TO EVERY CALL & MUST BE READ VERBATIM)

“Palmco, doing business as Indra Energy, is an independent retail energy supply company and does not
represent your utility or any other entity. Switching to a competitive third-party supplier is not
mandatory and you have the option to remain with your utility for basic service.”

“After the switch, your utility company will continue to read your meter, deliver your energy, handle
emergencies and bill you as always. The only difference you will notice is that your utility bill will
include charges for the electric generation service provided by Indra Energy’s, as well as the delivery
charges from your current LDC. ”

“Within 24 business hours, we will send you a Confirmation Packet that will include your terms of
service.”

TO BE READ IF CUSTOMER CHOOSES VARIABLE PLAN(S):

“Within 15 days of your enrollment, Cinch Home Services will mail you a packet that
includes important information about your home warranty plan, such as your start date,
plan cap limitations, deductibles and plan-specific coverage. All services provided under
the home services plan are subject to Cinch’s terms and conditions. Cancellation of your
Indra Energy supply service will automatically result in cancellation of your Cinch Home
Services Line & Surge Protection plan as well. Also, because this is a variable rate plan,
after your second month of service with Indra Energy your rate will fluctuate on a month-
to-month basis at Indra's sole discretion based on numerous factors including, but not
limited to, market conditions, the cost of obtaining energy supply from all sources, all
costs related to capacity, transmission, hedging, RPS, line loss and any other related
costs. Your service will continue on a month-to-month basis until you choose another
Indra plan or decide the program is not for you. If you wish to choose another plan or
cancel your service, simply give us a call at (888) 504-6372.”

Read for 2-Phased Fixed Rate Electric Plans Only:

“At least 30 days prior to the end of your fixed term, you will receive a renewal notice that will
advise you of your renewal options. If you do not respond to the renewal and/or options notices
or if you do not otherwise terminate your service with Indra Energy, your service will
automatically renew on a new month-to-month variable rate electric supply plan which may or
may not include a Cinch Home Services plan. Detailed information will be clearly outlined in the
renewal notice.”

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“Once your utility accepts your enrollment request, they will send you a confirmation letter. You will
then have 7 calendar days from the date on that notice to cancel this agreement to ensure the switch
doesn’t go through. If you decide to cancel this contract within your rescission period you can do so by
contacting your utility company.”

“Your energy supply service with Indra will become effective within 1 – 2 billing cycles. The price does
not include any additional tax, utility distribution service charge, or other utility fee or charge. One
hundred percent (100%) of your electricity usage will be matched with renewable energy credits (RECs),
generated from renewable or alternative energy sources in the United States which have been qualified
as such. If you decide to cancel your agreement with Indra Energy, please contact us by phone at 888-
504-6372. Cancellation will take 1-2 billing cycles, or 30-60 days before customer’s supply service is
switched back to original LDC or new supplier. During such time Indra will continue to supply your
service at Indra’s then-current rates.”

INDRA REWARDS PROGRAM (APPLIES TO EVERY CALL)

AGENT NOTE:
CUSTOMER MUST PROVIDED EMAIL ADDRESS TO RECEIVE THE UP TO $50 IN VISA PREPAID CARDS
AND PARTICIPATE IN REWARDS PROGRAM

WELCOME INCENTIVE DISCLOSURE:

“Once your electric supply service is successfully enrolled with Indra Energy, you’ll be eligible to
receive up to $50 Visa prepaid cards as long as you remain an Indra customer and are current on
your electric bill payments. Now, the way this works is you’ll receive an email with information
on how to redeem your first $25 Visa prepaid card approximately 30 calendar days from your
service start date with Indra Energy, then a second email with information on how to redeem
your second $25 Visa prepaid card approximately 6 months from your service start date with
Indra Energy. You can find out more information about the welcome reward, including terms and
conditions and information on redemption options by visiting www.indraenergy.com/welcome-
nj”

INDRA REWARDS/MY ENERGY PERKS DISCLOSURE:

“As I mentioned before, you’ll also have access to our exclusive My Energy Perks rewards
program where you’ll be eligible to receive 50 Indra Reward Dollars upon successful enrollment
with us, and an additional 50 Indra reward dollars each month you remain an Indra customer.
Within the next few days, you will receive an email from Indra Rewards containing details about
how to access and use your rewards. For additional information about Indra’s My Energy Perks
Program, please visit www.indraenergy.com/rewards.”

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 TPV PREPARATION (APPLIES TO EVERY CALL)

“For your protection as well as ours, we’ll need to complete a brief verification. I will conference
you in with our third-party verifier to confirm this agreement. The entire process will only take a
couple of minutes. You will be asked to confirm your understanding of the information I just
reviewed with you. Please respond with a clear “yes” or “no” answer. You will not be able to ask
any questions during the verification, so if you have any, please ask them now. If you should
have any questions or concerns after the verification, or would like information about our
offerings, you can call customer care at 888-504-6372 or visit us at Indraenergy.com.”

After the TPV has been completed:

"Mr/Mrs. <Customer Name>, thank you so much for your patience…let me be the first to welcome you
to the Indra family! I just have one last question…do you own or rent your home?

If Customer Rents:
• Thank customer and end call. If customer asks why you asked, explain that Cinch Home Services
has other offers available but they are only for home owners at this time.

If Customer Owns:
• “Before I let you go, I want to connect you to our partner, Cinch Home Services, so they can give
you information about an opportunity to get a $25 reward card as part of their special home
protection offer. Please stay on the line while I connect you with someone who has the details,
okay?”

• If customer has questions about the Cinch plans you may offer some general
information like:

▪ Cinch offers a plan that provides protection for home electronics such as
TVs, watches, and laptops. Indra customers get a $25 reward card of their
choice for a popular retailer from Cinch when they enroll.

▪ Cinch offers home warranty plans that cover HVAC and plumbing
systems.

▪ If customer wants more information, offer to transfer them to a Cinch

agent.

• If Customer declines, politely end call.

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