Introduction:
Believing in your cause is essential to being successful when pitching PULS membership to prospective members. When it comes to sales, you have to be confident in both the product you are selling and yourself. If you genuinely believe in the benefits of a product, people will buy it. Only when you comprehend what makes it special and how it can benefit the client can you express these things to them. Although there is no set formula for success in call flows, it is possible to achieve it through ongoing innovation, skill development, training, and performance monitoring.
Technician is on the way status
Greeting: “Hello! This is [Agent] calling from PULS in-home services on a recorded line. Am I speaking with [Customer Name]
If Yes:
“Great! I’m calling because I saw that we have [technician name] on the way to repair your [requested appliance]. I wanted to talk to you about how you could save 15% today, and cover your other appliances with our Appliance Protection Plan. These appliances include your oven, microwave, dishwasher, washing machine, and dryer, just to name a few.”
Sale:
“How it works is you get a monthly payment option of $34.99 AND the next time any unexpected repairs are needed, all you need to pay is a service call fee and we pay all the parts and labor, up to $5,000.If something goes wrong you simply file a claim by phone, online, or through our PULS app. We then send a technician to diagnose the issue and they can recommend a repair for you or a replacement of the appliance in the event of a breakdown.”
“Is this something that interests you?”
Customer Declines the Offer
"May I know the reason why?"
Ask if the customer has any other questions or concerns we might help them with.
“In addition to the coverage of your appliances, we do offer 15% off on our additional services for being a member! This includes TV mountings and any of our other handyman services.”
Sending an email:
“Let me send you an email regarding the plans that we are offering for you to review further at [Customer Email]. and if it helps you out, we can provide a discounted rate on your monthly charge from the original membership cost of 34.99 down to 30 monthly, or you can purchase the whole annual term with 2 months off. There are also other types of membership available that may help you out”
Customer is not sure(Will think about it)
“Is there anything you would like to ask to get more clarity on the membership?” (Pause)
“Let me send you an email with all the information we discussed today for you to review along with the link to sign up for the protection plan. Can I confirm your email address is [customer’s email address]?”
“Great! Let me send that information. Please let us know if you have any additional questions we can help you with. We look forward to your appointment today and the potential of having you as one of our members!”
Customer Agrees
"That’s great to hear! This is going to help you out, I can go ahead and assist your purchase over the phone."
(If declined the assistance over the phone) On My Way Status
“Let me send you over the link for you to sign up for the plan! As a Thank You for signing up with me today, we will add 15% off your appointment today!. I have added the plan on the payment link on your service request today, I’ll also send you the information we discussed!”
Confirm the email address
“Can I send it to [customer’s email address]?”
“Great! I’ll get all the information sent over to you. Your technician should be arriving shortly. Thank you for choosing PULS, and for becoming a PULS Member! We look forward to serving you in the future!”
Close:
"Thank you for taking my call. Your technician should be arriving soon. Thank you for choosing PULS! We hope you have a great day!"
EMAIL Templates
Customer Email when spoken to customer:
Good Day!
Hi [Customer Name],
Thank you for speaking with me about our Appliance Protection Plan. Attached is the information for you to review about the plan as well as the link to sign up!
Membership Appliance Protection.
Thank you for choosing PULS, Have a great day!
Customer Email when VM Reach:
Good Day!
Hi [Customer Name],
We are reaching out regarding our Appliance Protection Plan. Attached is the information for you to review about the plan as well as the link to sign up!
Please let us know if you have any questions or concerns.
Membership Appliance Protection.
Thank you for choosing PULS, Have a great day!
Leaving a Voicemail
“Hi, This message is for [Customer Name], This is [Agent Name] - I'm calling regarding your request for PULS Service. We have assigned a technician for your request, his name is [TECH NAME]. for [Appointment TIME]. I can give you a discount of up to 15% off today and help protect your other appliances for the full year with our appliance protection, you can review the option on the payment link sent to you after the service or call me back before your tech arrives to find out how at (860) 596-0177”.