DTV CALL FLOW AND SAMPLE SCRIPTS

OPENING

Sample 1
Hi is this Mr/Mrs_________? My name is ___________, I am an authorized agent of
DirecTV. Are you currently an unhappy customer of Dish?
YES: Great that’s exactly why I am calling you today. We have been speaking with alot of
people in your area that are frustrated with their huge price increase and absolutely no customer
satisfaction with their cable TV providers. Have you experienced this problem as well?

Sample 2
Hello this is _______, We are calling because we are helping people with Dish save money on
their cable bill. Would you be interested in seeing how much we could save you?

MIDDLE OF THE CALL

May I ask who I am speaking with?( Get the full name)
Is that for cable alone?
How many televisions do you have?
What channels do you want?

(AT THIS POINT, AGENT SHOULD LOOK FOR THE CHANNELS/PACKAGES/PROMOTIONS

THAT YOU CAN OFFER THE CUSTOMER)

(NOTE: Go to the websites of each product to check for special offers. And have a quick look
sheet for each product. Discuss the package or bundle you will offer according to their needs.)
What if I tell you that you can pay only $___ each and every month for the same service that
you have right now? If I may ask, what are your favorite channels? Do you love watching
Sports, News or Discovery?
Well Mr. Customer, we have a promotion with direct TV which is only $_____ per month. That’s
with ___ channels. Would you be interested with this one sir so I can create an account now?

(ONCE THE CUSTOMER EXPRESSED INTEREST GATHER THE FOLLOWING BELOW) If

they show resistance, refer to the sample rebuttal statements.
Customer’s Phone Number:
Customer’s Alternate Number:
Customer’s Name:
Customer’s Date of Birth:
Package:
Current Bill:
Number of TV’s
Home owner
Email Address: ***If the customer doesn’t have an email, move forward – we can create an
email for them or use our personal email (No need to inform the customer).***

Address: (Ask if this is house / ask for apartment #) - MAKE SURE TO CHECK IF THE
ADDRESS IS VALID. You may use https://thatsthem.com/ or you may Google it.

Ask for the ID:

“Please also take a photo of your ID and send it to verify@Prosatelliteguys.com”

"Alright looks good now I will transfer you to our verification department they will get a few more
details from you to complete the order"

VERIFICATION PROCESS (Once the verification Agent takes over they need to say this.)

" Hi this is X with the Direct TV verification department we are on a recorded line for security
and training purposes. How are you doing today?

“We just need to confirm your details and get you verified so our installation department can get
you Scheduled. To start with can you please send a picture of your ID to
Verify@prosatilliteguys.com. Just a simple picture will do. You can do this now while we are
verifying everything else.( Then go over their Info)"

Go over everything: customer name, phone number, address, date of birth, verify the channels,
package and bundle to close the sale and ask for the SSN and CC details.

Verifier: “Alright. Whenever you’re ready for the socials, please”.

Customer: “Okay. That’s ________ .”

If they ask why you need my SSN, you say:

“Direct TV runs a soft credit check that will not affect your credit score; the reason being is we
install expensive equipment at your home".
Verifier: “Now, we need to pre-authorize the account. We need a card on file. So what card will
we use? Visa or Mastercard? We will only place a $1 hold on the card. This is just to pre-
authorize the account. We can not accept a Prepaid card”.
Customer: “ Card number is ________________”.

Go to https://www.bincodes.com/creditcard-checker/ to verify if the card is valid and not

PREPAID.

If they push back about the CC.- Rebuttal:

"Ma'am you have to give your CC number even when you order a pizza, this is just the required
details to get your order submitted"

Verifier: Please also take a photo of your ID and send it to verify@Prosatelliteguys.com.

Verifier: “Okay everything looks good on our end. We will now submit the order to our install
Department. They will give you call back within the next few hours to schedule a time to come
install your new services. Please keep your phone near you so you don’t miss the call and delay
your install.”
CROSS SELL for Home security-
Verifier- “ OH wait a second. I have some good news for you. I see that you are coming up as
pre qualified for a free doorbell camera and security system through our partner VIVINT SMART
HOME. Are you the homeowner?

(If YES) great would you like a home security specialist to call you back and explain how you
can protect your family?(Agent should note that this customer is the homeowner and you will
call them back later with a home “security specialist”)

I'm not interested in a home security system

“ as you know crime in America has been increasing lately with mass shootings, gun violence,
and illegals coming across our borders. You can have a system for as low as $39.99 per month
giving your piece of mind. You can even monitor your home from your smartphone while you
are away. And the best part is for right now we can even offer you all of the equipment for free
with no setup cost. All you do is pay a low monthly rate. You can speak with a specialist to hear
more details at no cost. Do you have a few minutes? “

END CALL

(If NO)” Ok, no problem so you are renting correct?”

“Do you currently have a security system?”

(If YES). “Great. Vivint can buy you out of your contract and get you updated to smart home
including a free doorbell camera. Would you be interested in hearing more about this promotion
and getting a quote from our security specialist?”

-( if NO). “Ok good. Vivint is a great option to get you home protection and keep you connected
to your home and family through cameras and text message alerts through your mobile phone.
Also controlling your locks, lights and all other smart home devices. Would you be interested in
hearing more about this promotion and getting a quote from our security specialist?”

It only takes a few minutes of your time to get a quote and to learn more about this promotion.
Let me get you on the phone with a security specialist real quick.
Transfer to closer
End the call.
Sample REBUTTALS:

I’m still with DISH

Ø Well sir/ma’am, we can offer you a lower package every month for the same service that you
have right now. If we could get your bill down to as low as $40 per month, would you be
interested in switching?

I’m busy. I don’t have time for the installation

Ø Well sir/ma’am, it will only take a few hours for the technicians to install it. If you won’t be
home, anyone can meet them as long as he/she is not below 18 years old. Think a day between
now and Friday.

I will not provide my credit card number:

Ø “No worries Mr. Customer, we will not deduct anything from your card. This is just to pre-
authorize the account. We need a card on file.”

I will not provide my socials

Ø “ We will be conducting a soft credit check to make sure that there’s no duplicate information
in our system, sometimes customers have the same first and last name. I believe you don’t want
your information to be duplicated right? “
“ We also will be providing you with expensive equipment, for free.”
“No worries Mr. ____ because once we run the credit check, it won’t affect your credit score. We
will not see anything; we will not see any figures. We can only see stars to represent the credit
score. If you have at least 1 star out of 5, then we’re good to go. “

Rebuttal to " I will just call DTV or spectrum to get my account setup myself" - " Do you
like to stay on hold for a long time? We make the process as painless as possible for our
customers by doing all of the backend work for you. And even calling you back if there is any
issue with the verification. If you want to try and call us back just be prepared for long waits and
frustration. We can get all of this done very quickly for you. And get your install date set within
the hour. Can we proceed?"

SCRIPT FOR CALLING CUSTOMERS WHO FAILED THE CREDIT CHECK (check first if the
customer is qualified for spectrum here: https://www.spectrum.com/packages.html)

Agent: " Hello X, We have great news! The final step to get Direct TV requires you to pay X
deposit to activate your account. But don’t worry you will get all of this back. It will go to your
monthly bills. So really it is of no difference. If you have someone else living in your home we
can try and process there name to see if it is a different result. We just need a verbal
confirmation from you to proceed with your account processing.

(YES Proceed)
“ OK, sounds good. Our Install department will be giving you a call back within the next 30 mins
they will review your new service and answer any other question you may have before
scheduling your installation. Have a great day”

(NO I don't want to pay the deposit)

OK well you qualify to get SPECTRUM and Spectrum is currently running ( INSERT the latest
PROMO HERE) we just need a verbal confirmation from you.(And there ID sent to
Verify@prosatelliteguys.com if they have not already given it) And we process the order and our
Install department will call you back within 30 mins to schedule your Installation."

END CALL

CALLBACK SCRIPT FOR CUSTOMERS WHO DID NOT SEND THEIR IDS YET
Agent: "Hello, ___ we are following up because we still have not received your ID. Just take 1
min to send it over that way we can get your install scheduled this morning."
BEST PRACTICES:

IT IS BEST IF HE SUPERVISOR WILL TAKE THE VERIFICATION PART

if the customer ever asks "why can't you just run my credit check right now?" you answer. "As
part of our dedication to excellent customer service we try to not take up any more of
your valuable time then we have too. So we will process your order and then call you
back if there are any issues."

Rebuttal for not wanting to send the ID.- " Ma'am for your protection and security we need
to confirm your Identity. We wouldn't want someone else using your details to set up an
account. All you need to do is take a picture of your ID with your cell phone and send it
to verify@Prosatelliteguys.com. It will only take you 30 seconds."

Rebuttal for "What is Pro Satellite Guys? - "This is our authorized partner. They handle
some aspects of the verification process. To ensure your protection."

Rebuttal for " I am scared to get scammed" - "This is the final step in the verification
process. After we verify your identity our install department will contact you within the
hour and schedule your installation. Our company has an A+ rating with the better
business bureau. I can assure you no one is scamming you here. Actually the opposite.
We are making sure no one is scamming you."

" Well you can get DTV but based on your credit score you must pay X for the deposit
fee. But Don't worry you will get 100% of it back. It will go towards your monthly bill. If
you have someone else in the house we can try to run it in their name to see if their
credit score is better or we can get you spectrum which doesn't do a credit check. But we
need your ID to verify it. That's all. Doesn't that sound great?"

" And there is no activation or install fee currently with this awesome promotion
spectrum is running"

Wait I thought I was talking with Direct TV

“We have a partnership with spectrum as well. And can get you setup with spectrum tv,
internet and phone right now. How does that sound?”

I will show my Id to the install team.

"Unfortunately we can't process the order without the ID. So the install team will not
come for you to show them. I know it feels like an Inconvenience but just look at it this
way. You sending us a simple pic of your ID is the only thing keeping you from lowering
your monthly TV bill. It will only take you 30 seconds"
 I don't feel comfortable sending my ID "Or any push back for the verifier. - "it's to
protect you as a customer and to protect us as a company against identity theft and
fraud. Your security is our top priority"

Why do you need my CC number? What are you doing with it? - " We need a card on file
to simply verify the account. And the install department will use it to make a $1 dollar
charge to make sure your credit card is active. Or if you are required to pay a deposit
based on your soft credit check. You can always choose to pay your bill a different way
or change the card later. But this is just for your convenience if you want this card to be
used for your bill it can"

When do you charge my card?

"We do not charge your card until your account is approved and you give your
confirmation. Our install department will review your account with you before anything is
charged. They will call you back within 30 minutes to schedule your install. They can also
answer any more questions you might have. Have a great day"

END CALL
FIRST CONTACT
TRANSFER TO VERIFICATION DEPARTMENT
CALLBACK AFTER A FAILED CREDIT CHECK
 ON BOARDING PROCESS

1. The center needs to submit mock calls of their agents using the script and
rebuttals.
2. We will review the recordings and approve agents to take calls for DTV.
3. List of names will be sent back to the center.
4. Logins will be created and will be sent to the center.
5. Agents to take calls after training.

WHO WILL HANDLE THE VERIFICATION DEPARTMENT?

It is recommended that a supervisor should take the call for verification but we will allow
an agent to handle this in case the supervisor is not available.

1. The center should send mock call recordings of the verification part.
2. We will review the recording and choose the best agent.
3. The chosen agent will be the verifier and will handle calls for verification.