Script - HOME LINE
[FIRST BREAK] | [LUNCH BREAK ]| [SECOND BREAK]
(BREAK SCHED HAS BEEN MODIFIED - 21JAN2013)
Hi, Good day! My name is __________ from Motion Telecom, a wholesale line provider from Telstra. Am I speaking with ____________________? How are you? :)
NOT INTERESTED | MOTION WHAT? | NEVER HEARD OF YOU |
WHERE'D GET NUMBER? | NOT THE PERSON | WHY TRANSFER? |
HOW TO TRANSFER? | SEND ME ON EMAIL/MAIL | DNC LIST |
DONT WANT TO CHANGE | WHY MANY QUESTIONS? | LOCATION? |
I am calling about the 10 to 30% rate reduction or savings for your local and long distance calls. Depending on the plan, you can save even more on your monthly telephone bills, ok?
In order for you to take advantage of these cheaper rates, I just need to confirm if you are the registered owner of this telephone number I'm calling now?
(NO - Alright, but are you the one responsible for the telephone bills of this phone number?)
Are you with Telstra or Optus?
(OPTUS - Since you are with Optus, you will need to secure a new connection. With this, $70 applies on your first billing and only on your first billing. So let's go ahead and process your new connection.)
____________, for me to start giving you great savings on your phone expenses, let me just ask:
- How much do you usually pay for your phone bills monthly? (Take note)
- Does it include your Internet?
- BUNDLED - How much do you pay for your Internet?
- SEPARATE - How much do you pay for your Internet? (Add to the monthly homeline bill)
- NO INTERNET - [Proceed with the next question]
- What types of calls do you usually make? Is it more on local, STD, International, or calls to mobiles?
- INTERNATIONAL - What particular country do you usually make calls to?
(NOT IN 50 COUNTRIES - That's great, you can enjoy more time calling your friends and relatives overseas in [country] with lower International call rates of only __ cents per minute.)
Are you receiving any types of DISCOUNTS or CONTRACTS with [Telstra/Optus]?
CONTRACT - YES |
|
CONTRACT - NO | DISCOUNTS - YES |
|
CONTRACT - NOT SURE |
It's alright Mr/Ms________ but if you are really interested with the cheaper phone rates, we can advise you to contact [phone provider] and ask them about the remaining contract that you have and we can call you back. You can tell us when we can call again or we can also continue activating your savings now but we are not liable for the ETF that you might pay with your current phone provider. |
Since you pay $____ every month with [phone provider] and that's really a lot, and you make _____ calls more often, 3 to 5 days from now after activation of your savings, you will start paying only [SEE PLAN DETAILS].
(With Discounts Only Script*)
*This is the perfect opportunity for you to start saving money and for us to process your connection, are you willing to exchange your [pension] discount with the much cheaper rates we have with Motion Telecom? [Get a YES response]
(If not sure that customer has discount**)
**This is the perfect opportunity for you to start saving money and for us to process your connection, in case, are you willing to exchange your discounts with the much cheaper rates we have with Motion Telecom? [Get a YES response]
This service has no upfront payments, no registration fees and no contracts. The connection process is within 3 to 5 business days and that whatever setup you have with your provider will also be moved across Motion Telecom.
I am now ready to start the connection process for you to start the savings. I'll just be askingyou some questions and please answer with Yes or No and just to make sure that I'll be getting all information correctly..just a minute of your time and we're done.
Do you have a mobile number?
(WHY? - We are going to send you text confirmation thru your mobile number and also for other concerns that we can't reach you thru your telephone; we can easily contact you thru your mobile number. And your mobile number is?)
(NO MOBILE - Oh I understand. If you don't have a mobile number, your physical address will do where we are going to send you the welcome letter.)
How about an email address?
(WHY? - We are going to send you the copy of the confirmation letter to your email address. Also, since we are one with the government in promoting environmental protection, we are also offering you discount/savings if you choose email billing and direct debit options but if you're not comfortable giving this out, we may also send you the welcome package in your physical address.)
If you have your pen and paper handy, please take down my name and my ID number for reference and we will begin the verbal authorization procedure and this is just quick, ok?
(RECORDING? - Your voice is essential as it serves as your authorization for us to transfer your service to much cheaper or special rates on your phone. No worries as I will just be verifying your name, address, and phone number to process the connection and we're done.)
[ADSL2+ BUNDLED UP SERVICE VERBAL AUTHORIZATION - CLICK HERE]
[ADSL2+ STAND-ALONE VERBAL AUTHORIZATION - CLICK HERE]
Name Date Company | "My name is _________ and my ID number is _________; the date is _th of _______, 20__, and the time is ______am/pm. I am now beginning the verbal authorization procedure for Motion Telecom, which is now being recorded.
|
Agree to Method | "Mr/Mrs/Ms ____________, do you agree to us recording your acknowledgement and that this recording is your authority for us to proceed with the transfer of the nominated telephone numbers to Motion Telecom on the __________ Service? Please confirm that you understand Motion is an independent company and not a part or billing agent for Telstra" |
Name & Position | "Please state your full name, date of birth" (WHY DOB? - This is to verify if you are of legal age so that we can qualify you for the savings and cheaper phone rates.) (NOT COMFORTABLE - I understand that you are not comfortable giving out your DOB. Let me just ask if you are born before or after 1945? How young are you, ________?) [DOB - Before 1945] "Please confirm you are aware your services will be moved across to Motion Telecom. Motion is an Australian telecommunications company and Motion Telecom will bill your services?" [WITH DISCOUNT] "Please confirm that you are willing to exchange your (pension) discount with the much cheaper rates we have with Motion Telecom?" [WITHOUT DISCOUNT] "Please confirm that you are not receiving any (pension) discount from your primary provider?" |
Address Details | "Please state the address of the Telephone Services to be transferred to Motion Telecom" (COMPLETE ADDRESS - [House #] [Street] [Suburb] [State] [Postcode]) |
Authorized Representative | "Are you the current authorized account holder for these services and do you have the authority to make this change?" |
Service Numbers | "Please state the phone number (or numbers) to be transferred to Motion Telecom including the area code:" (ADDITIONAL NUMBER - For this number, are you also the registered owner?) |
ADSL2+/Modem | "Please state if you would be needing modem" YES - "Please be advised on the 6-month term it would cost $90 for the modem/on the 24-month term it would be FREE. Do you agree to pay this charge or go on a 24-month term?"
NO, CUSTOMER HAS MODEM - "Is your modem compatible with ADSL that is not exclusive to Telstra Internet?"
|
Intermet | "You acknowledge that Motion Telecom will not be responsible for porting or cancelling your current internet service, should you wish to use our ADSL internet services. Also, Motion Telecom will not be liable for any cancellation fees that you may incur with your current ADSL provider." |
Super Mobile Bolt-On | Please confirm that you understand that Super Mobile Bolt-On of $35 per month provides you with up to 3000 minutes free call usage, up to $100 international call usage with unlimited SMS and MMS included, free social networking, up to 3GB GPRS usage each month and that standards rates applies if all call usage are consumed before the month ends." |
Pre-Selection & Local Calls/MSF | "Mr/Mrs/Ms ___________, do you acknowledge and authorize Motion Telecom to transfer pre-selection of National, International & calls to mobiles, line rental included and local calls to the Motion Telecom network on the telephone numbers you have nominated?" |
Terms & Conditions | "Do you agree that the services will be supplied in accordance with Motion Telecom's Terms and Conditions that a temporary network connection charge applies of $99 if you use the service for less than 6 months, a copy of which you will receive in the mail?" ($99? - If you cancel the service before the 6 months end, a temporary network connection charge of just $99 applies. But I am confident that will the substantial savings that you can enjoy with the service, you wouldn't even think of leaving us in such a short period. This is one of the best offers in the country today) (YOU SAID NO CONTRACTS, WHAT'S $99? - Yes you heard me right, there are no contracts, no upfront payments, and no registration fees. $99 is just a temporary network connection charge which applies only if you use the service for less than 6 months. But I am certain that with the substantial savings you'll get, you wouldn't even think of leaving us as this is the best offers in the country today.) |
Close | "Thank you Mr/Mrs/Ms ___________, you will be with Motion Telecom within 3 to 5 business days for the full service. If you have any questions about Motion Telecom you can call us on 1-300-13-33-99." |
$4 Savings | "Mr/Ms_______,since we want you to save more would you like to go on the Direct Debit and Email billing features and save $4 more monthly?"
|
Mr/Ms __________, just to confirm that you understand Motion Telecom is not affiliated with Telstra or any other providers, therefore, you will receive your bills from Motion Telecom and Telstra will stop billing you, ok?
Paper Bill
FOR NON-PENSIONERS - Paper invoice for the first 3 months is FREE of charge and $2 applies thereafter.
FOR PENSIONERS - Since you are pensioner, your paper invoice is FREE OF CHARGE.
Our corporate verification officer will call you just to verify this call transaction and to welcome you to Motion Telecom.
I am now ending the recording. Enjoy the service and welcome to Motion Telecom! Thank you and have a nice day. Once again I'm _________, good bye. :)