Greeting & Introduction:

Hi [Customer Name], this is [Your Name]. I got the information you submitted on Facebook about your interest in TV service—how are you today?

Just a quick note before we begin—this call is recorded for quality and training purposes.

Qualifying Questions:

Do you currently have TV service?

(If No) How long has it been since you had Cable or Satellite TV service? Have you had Directv in the past? (If Yes) how long has it been since you had Directv? Did you get the equipment returned and your last bill all taken care of?

(If Yes) What has you reaching out looking into new service? Who do you have right now? How long have you been with ______?

(If No):
How long has it been since you last had cable or satellite TV?

How many TVs do you want to have service?

What are your favorite or must-have channels? I want to make sure we get the right package for you. (This is very important so you are sure what the right package is for them)

Pitch:

Based on the number of TVs and the channels you mentioned, the Choice Package is the best fit.
It includes an HD DVR—so you can record, pause, rewind, and fast-forward your favorite shows—for just $_______/month plus local sales tax. How does that sound?

Verify Customer Info:

Before we proceed, I just need to verify your info:

Is this number I called the best number to list on your new account?

I have your name as [Full Name] and your email as [Email]—is that correct?

What’s the full address where we’ll be installing your service?

Credit Check & Security Questions:

We’ll now do a soft credit check—it won’t affect your credit score. For that, I’ll need your Social Security number.

What is it?

(If they qualify)

: Congratulations—you’re approved!

(If they don't quality)
Is there anyone else living in the home you'd like to try to get qualified that I can get consent from to put their name on the account?

To protect your account, DIRECTV requires two security questions:

A 4-digit PIN you’ll remember?What’s your favorite restaurant?

Install & Payment Info:

Good news—your equipment is free, and the $99 professional installation fee has already been covered for you.

The only thing due today is a one-time $19.95 system activation fee.

Which credit or debit card would you like to use for that today?

Scheduling:

I can schedule your install for [Date]—would you prefer 8am–12pm or 12pm–4pm?

The install takes 1–3 hours, and the tech will call 30 minutes before arriving. Please make sure your TVs are accessible.

Agreement Terms:

This is a 24-month agreement, and your monthly rate is $____. That’s a two-year price lock based on Auto Bill Pay.

Would you like to use the same card you provided for the $19.95 for Auto Bill Pay?

(If not, mention the $10 increase without ABP.)

(If they currently have TV service)

Just a heads-up—don’t cancel your current service until the new one is installed. I’ve had a few customers go without service due to rescheduling delays.

You understand this is a 24-month agreement, and if canceled early, there’s a $20/month early termination fee? Unpaid fees may be reported to credit bureaus.

Wrap-Up:

Do you have something to write down your account number and DirecTV's support phone number?

Your account number is _______ and you can reach DIRECTV at 800-531-5000.

Thank you for your time—I'm glad I could help! Any other questions?

Great—welcome to the DIRECTV family!