Retention Matrix

https://docs.google.com/spreadsheets/d/1w2_2BRBhICCHojrntX3MJdHjTrJhpMQJukDbmpHOixM/edit?usp=sharing

Cancellation Link Retention Offers

Option 1: Monthly Access for $19.95

Option 2: Lifetime access for one-time fee of $99.00

When the customer say NO to both Option 1 and 2, it would take you to:

Option 3: Monthly access for $9.95

If the customer say NO to all options, the subscription will then be cancelled.

Cancellation Links

If the previous agent did not provide a cancellation link, resend it.

If the customer's programs are refunded and they have no active programs other than the 7DFT, you may proceed with canceling the trial without sending the cancellation link. (You still need to inform them about their trial first before cancelling)

Program Benefits

If the customer has 1-2 programs, you should provide the program benefits for both. For customers with 3 or more programs, you can simply list the program names without detailing the benefits for each.

• Example:

The customer has OAD+FLAG, you can provide both program benefits.

The customer has MBC+PS+ULMP, you can just provide the names and price.

If the customer inquires about their subscription, you must include the program benefits for that subscription. If the customer has additional programs and the total number exceeds one, you can provide only the program names and prices for those.

• Example:

If the customer inquires about their subscription, you must include the program benefits for that subscription. If the customer has additional programs and the total number exceeds one, you can provide only the program names and prices for those.

If the customer is inquiring about a refund, you should always include the program benefits, regardless of the number of programs they have. This is important since it's part of your retention.