Hello ________! This is ________, I received your information that you filled out on Facebook about your interest in TV Service. How are you doing today?

Great, this call is being recording for quality and training purposes.

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 ______?

How many TVs do you want hooked up?

To be sure I get you exactly what you're looking for and to be sure I get you the right package, what are your favorite or must have channels?  

For the _______ TV's and the channels you’ve mentioned, our choice package is the best value and comes with an HD DVR so you can record your favorite shows and movies, pause, rewind and fast forward that will run just $_________ a month plus your local sales tax. How does that sound?

Now, I just need to verify your information before I process your account. Is the number that I called you on that we’re speaking on the number you’d like listed on your account?

I have your name as __________________ and your email address as ___________________. Is that correct?
Is the number I called the best number to reach you on and to put on the new account?

May I have your address that we’ll be installing your new service?

OK, just a couple more things before I process your new account and get you your account number. There is a soft credit verification, which is a soft-check that does not affect your credit score. In order to do this the system requires your Social Security number. What is your social _______________?

(If they qualify) Congratulations, you are qualified for new service.

To protect the security of your account, Directv will require you to provide them an answer to two security questions if you ever needed to call in so they can verify that it's you that they are speaking with.

The first one is a 4 digit PIN that you'll remember?

The last security question, what is your favorite restaurant?

I've got some good news _______customer name_________ there’s no cost on the equipment and the $99 professional installation fee has been paid on your behalf.

In order to process your account and to schedule my technician to come out to install your new service all that's required is a one-time system activation fee of just $19.95. Unfortunately Directv doesn't give us an option to waive or cover this.
Which credit or debit card would you like to use for that today?

Okay, ______ it looks like I can schedule your install on ________ between 8am to noon or between noon and 4 pm, which one would work best for you?

The install will take between 1-3 hours and the technician will call you 30 minutes before he arrives. Please be sure all TV’s are accessible.

All that we ask is that you keep the service for at least two years which is the length of the agreement. The monthly cost for your new service is $______. This is a two year price lock guarantee and the price I've quoted is based on Auto Bill Pay. 

Is the card that you provided me for the $19.95 activation fee the same card you’d like listed on your account for Auto bill Pay? (If they don’t want auto bill pay you must quote the price with the $10 increase so they are clear that the price you quoted was based on ABP)

(Read only if they have TV Service) Mr/Mrs_______ be sure that you do not cancel your current TV service until our technician has your new service installed. I’ve had a few customers cancel that had to reschedule their install time for various reasons that ended up without service for several days. I want to be sure this doesn’t happen to you.

You understand that this is a 24 month agreement and if you cancel early there is an early termination fee of $20 for each month you cancel early and if the early termination fee isn’t paid it could be reported to the credit bureaus?

Do you have something you can write down your account number and the phone number to call if you have any questions?

Your account number is _________ and the number to Directv is 800-531-5000.

Thank you for your time and allowing me to help you out today. Are there any questions that you have for me? Great, welcome to the Directv family