RThe 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?
(No limit on miles)
It appears you MAY be eligible for the new discounted rates on your extended warranty. 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 go over the new discounted rates and
answer any questions you may have, ok?
JUST TO CONFIRM YOU DO UNDERSTAND YOU’RE BEING TRANSFERRED TO GO OVER THE
MECHANICAL AND ELECTRICAL PROTECTION OF YOUR VEHICLE, CORRECT??.... WAIT 3 SEC….
 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 original factory warranty on A. This call is to add additional Center. We handle all the policies
your ______ has expired. We are coverage to any vehicle 1995 or that are sold, bought, and
calling to get the vehicle back newer for any mechanical & recognized at all (MAKE)
under warranty, how many miles electrical repairs, what’s the year, dealerships nationwide.
are on the vehicle? ► (BACK TO make, model and a rough estimate ► (BACK TO SCRIPT)
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. When your vehicle was A. Due to the overflow of calls, you
Vehicle Service Center we handle registered, we have access to that were routed to my department as
all the policies that are sold, information since we are in charge I’m the next available agent to help
bought, and recognized at all of all vehicle service contracts once you out. ► (BACK TO SCRIPT)
(MAKE) dealerships nationwide. the factory warranty has expired.
► (BACK TO SCRIPT) ► (BACK 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 it will only
and cost, ok? the protection covers and cost, take 5-7 min of your time, would
►(MAKE SURE FILE IS UPDATED) and also, provide you with that hate for you to miss out on the
information, ok? ► (BACK TO discounted rates we have today,
SCRIPT) please hold, ok? ► (BACK TO
SCRIPT)
Advise: -OFFER CALLBACK AS LAST
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. I definitely hear you. What is
A. (If under Basic Warranty) ► Unfortunately your vehicle doesn’t qualify since holding you back from taking
your still under factory warranty (do ask for other vehicles)
advantage of the new discounted
B. (If under Powertrain Warranty) ► That is correct. Your Powertrain Warranty rates for your vehicle???
only covers 3% of the vehicle. The parts of your engine, transmission, and drive
axle that are touched by oil. We are trying to protect the rest of your vehicle. ► ► (WAIT FOR RESPONSE AND
(BACK TO SCRIPT) REBUTTAL ACCORDINGLY)
 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
budgets. Most of our customers EXTENDED coverage today? ► (BACK TO SCRIPT)
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 1995 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, are you both financially responsible for the
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 bringing
(IF NOT THEM) ► -Just offer a callback or ask for the phone number of in the senior coverage to quickly
the decision maker. (BACK TO SCRIPT) go over what the protection will
cover and cost ok??
 BONUS REBUTTALS
IM NOT INTERESTED

I understand that you might not be interested in a warranty right now, but let me ask you a question: How would you feel
if something happened to your vehicle and you had to pay for repairs out of your own pocket?? WAIT FOR RESPONSE.
Wouldn’t you rather do a small monthly payment vs. having to pay thousands of dollars out of pocket??WAIT FOR
RESPONSE

You never know when you might need it and its better to hear out your options while they are still available. (BACK TO
SCRIPT)

I DON’T TRUST WARRANTIES, THEY ARE SCAMS.

I’m sorry to hear that you have had a bad experience with warranties in the past, but this is a little bit different, we deal
directly with the repair shop or local dealership of your choice, once I transfer you to the senior coverage specialist, they will be
transparent and honest about our terms and conditions before making any decisions today, ok?.

I HAVE A MECHANIC WHO CAN FIX MY CAR FOR CHEAP

That’s great that you have a trusted mechanic, but what if they are not available when you need them or what if your car
breaks down in another city or state??(LET THEM RESPOND)
 follow up with: with our warranty you can go to any dealership or repair shop in the country, not to mention the great
benefits and DISCOUNTED RATES we have for all (make) vehicles. Please hold the senior coverage specialist will
answer any more questions, ok??

MY VEHICLE WILL NEVER BREAK DOWN I TAKE GOOD CARE OF IT.

That’s great! And I wish that was the case but when (ford) built this vehicle, they only put a (3 year or 36k mile warranty) on it. If
(ford) believed the vehicle would never break down, don’t you think they would have put a lifetime warranty on it??(WAIT FOR
RESPONSE)
 FOLLOW UP WITH: Please hold on the line so you can hear the great DISCOUNTED RATES we have for your vehicle today
it will only take 5-7 min of your time, ok???

WHERE IS YOUR COMPANY LOCATED??

WE ARE LOCATED IN DALLAS TEXAS BUT WE HAVE OFFICES NATIOWIDE…. (BACK TO SCRIPT)

WHY IS THE NUMBER COMING UP AS A LOCAL NUMBER??

WE USE AN AUTO DIALER THAT DIALS OUT BASED ON THE STATE WE ARE CALLING AND YOUR CALL WAS ROUTED TO ME AS IM THE
NEXT AVAILABLE AGENT TO HELP YOU OUT TODAY… (BACK TO SCRIPT).

“I DON’T HAVE ANY MONEY TODAY”

THAT’S UNDERSTANDABLE! THE ORIGINAL FACTORY WARRANTY ON YOUR VEHICLE HAS ALREADY EXPIRED AND WE WANT YOU TO
LOCK IN THE LOW RATES WE HAVE TODAY WHILE THERE STILL AVAILABLE, THE SENIOR COVERAGE SPECIALIST WILL GO OVER
DIFFERENT PAYMENT OPTIONS TO BEST ACCOMMODATE YOUR NEEDS, PLEASE HOLD WHILE I BRING THEM ON THE LINE, OK??

“ILL JUST GO THROUGH MY LOCAL DEALERSHIP”

KEEP IN MIND SIR OR MAM, THE DEALERSHIP IS THE MIDDLE MAN! THEY GO THROUGH DIRECT ADMINISTRATORS LIKE US AND
RESELL THE SAME POLICIES AT A HIGHER RATE, IF YOU CHOOSE TO ACCEPT OUR COVERAGE TODAY YOU CAN CONTINUE GOING TO
YOUR LOCAL DEALERSHIP OR ASC CERTIFIED MECHANIC OF YOUR CHOICE… PLEASE HOLD WHILE I BRING IN MY SENIOR COVERAGE
SPECIALIST, OK??
MILES CHEAT SHEET-

2023- 10K MILES

“AN AVERAGE U.S DRIVER DRIVES 10K MILES PERYEAR.
2022-20K MILES
DO YOU CONSIDER YOURSELF AN AVERAGE DRIVER???
2021-30K MILES
IF YES: WOULD YOU SAY THERE IS ROUGHLY
2020- 40K MILES ______MILES ON THE VEHICLE GIVE OR TAKE???
2019-50K MILES
-CUSTOMER NEEDS TO AGREE AND GIVE YOU A SOLID
2018-60K MILES CONFIRMATION . (DON’T MAKE UP MILES FOR THE
2017-70K MILES CUSTOMER IT WILL BE A BAD XFER.)
2016-80K MILES

2015-90K MILES

2014- 100K MILES

2013-120K MILES

2012-130K MILES

2011-140K MILES

2010-150K MILES

2009-160K MILES

2008-170K MILES

2007-180K MILES

2006-190K MILES

2005-200K MILES

2004-210K MILES

2003-220K MILES
Original factory warranty chart
 BLANK CALLS/NO INFO:
A.► Hello this is ___ from the vehicle service center, we just implemented some DISCOUNTED
RATES on all vehicles 1995 or newer for mechanical and electrical repairs, what is the
year/make/model/ of your current vehicle to take advantage of those rates only for today??

►(REMEMBER THE ELIGIBILITY WINDOW IS 1995 OR NEWER)

►(Get the vehicle info ….)

- How many miles do you have on your vehicle?

►(NO LIMIT ON MILES)
- 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??