Prices Guide To For Fast & Easy Price To Quote
Residential DTV Script Reps Must Use!
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!
Okay, do you have any questions for me before I transfer you to our Account Creations team? They will process your account, schedule your installation and provide you with your account number. Do you have any questions for me before I transfer you?
SCRIPT BELOW FOR THE ACCOUNT CREATIONS TEAM
--Talking with Sales Agent--
Hey this is (Name) with Account Creations. How can I help you?
Great let me get their information pulled up. Okay I got that pulled up, you can now transfer in (Customers Name)
--Now Talking with Customer--
Hi, ____________ this is ____________ with the Account Creations team. I'm going to get your account processed for your new TV service. How are you doing today?
There are just a couple of things I need to go over and we'll be finished in a minute or two. I really appreciate your time and patience today
It looks like your getting _____# TV"s_____ set up and the monthly price is $________ a month.
I'm got your full name as_______________ that we will be using to qualify for your new service.
It looks like the $99 installation fee has been covered on your behalf. I'll just need the debit or credit card you'd like to use for the one time processing fee of $19.95
Give me just a moment while I process the order and pull up the schedule to see how soon I can have a technician out to get your new service installed.
Congratulations, you're qualified for the service. It looks like I can have my technician out there on ____Day of week____ between 8 a.m. and noon or from noon to 4 p.m. which time slot is best for you?
Do you have something you can write down your account number ______name_____?
Your account number is _______________
You will received an email from Directv with your account number and installation date and time as well.
Now I just need to go over a few disclosures real quick and I'll have you on your way.
Do you understand that there is a 2 year agreement with this service, If you cancel Early there is an early termination fee of $20 per month for each month that you cancel early.
If for any reason you don't get installed the one time processing fee charged by Directv of $19.95 will be refunded back to your credit or debit card once the account has been cancelled with Directv.
The install takes between 1-3 hours. Please make sure your TV's are accessible to the technician. The technician will call you 30 minutes prior to arrival. The install time is a window so he could show up anytime between _______ and ________.
*The Customer must give a clear "YES" or "NO" to each of the following:
1. Do you understand that today you are signing up for new DirecTV Service?
2. Do you understand that there is a 24 month Agreement with an Early termination fee if you cancel before 24 Months?
3. Do you understand this DirecTV provides you with a $10 discount Auto Bill Pay and the price you've been quoted is based on Auto bill pay?
4. Do you understand this is a DirecTV account and DOES NOT include internet unless discussed separately?
5. Do you understand your first bill is due within 10-14 days of your installation?
If you have questions after your installation would you please right down this number to call if you ever have any questions?
The number is 800-531-5000
Do you have any questions before we wrap things up ?
Great now we do have our Referral Program that I should tell you about. If you send any friends or family and they get installed with new service. We will give you a $50 Gift Card and your friend or family who you refer also a $50 Gift Card.
Who of your friends or family could you send our way?
Try to get a referral!
Thank you for allowing me to assist you with your new Directv business service and thank you for your patience, have a great day!
Things You Should Know!
If they live in an apartment, YOU CANNOT sell them a Residential Satellite account. If they live in an apartment, Duplex or anything other than a Single Family home you need to sell DTV Stream. It has the same packages as DTV just without a Satellite Dish.
If you haven't built any rapport and they won't give you their SSN you can ask for their Drivers license number and expiration date.
If you're not speaking to the person who opted in you must put the name on the account of the person you're speaking to or get verbal consent from the person whos name the account will be in if it's no the person you're talking to. If you do not get their consent on the call you cannot put their name on the account. No one can give you consent to use another name but the person who's name is being used!!
When asking for the PIN and Favorite Restaurant DO NOT SUGGEST WHAT THEY SHOULD USE. Wait for them to tell you
DO NOT GIVE THEM THE MOVIE CHANNELS UNLESS THEY KNOW WHAT THEY ARE AND THEY ASKED ABOUT THEM WITHOUT YOU SAYING ANYTHING ABOUT THEM
Each item below MUST be covered on every call
If you follow the script you will cover each item
Proper Opening - This is _______ calling with your Authorized DirecTV Dealer in response to the information they submitted through a Facebook ad.
Call Recorded: This call is being recorded for quality and training purposes
Discovery Question: Current provider, Time with current provider, Do they have Internet, If no Service now who was the Last provider, Have they had DTV in the past two years? (These questions are Pre-qualifying the customer to see if you can help them before you waste your time to find out at end of call.
How Many TV's
Verify Must Have Channels - DTV wants customers with Choice+. The problem is many are saying Entertainment without knowing this is right for the customer
Offer the Choice/+ pkg. - Sell from the Top Down. (This means don't just offer Entertainment package without knowing exactly the channels they want)
Do You Live In a Single Family Home or Apartment? If they live in an apartment you must sell DTV Streaming service. Do not ask if they own their home. Simple say "Is it okay to put a Satellite dish on your home"?
Quote The Monthly Price - Never quote the price that doesn't include the DVR! Quote the price based on the price listed below. 2 year price lock guarantee (Don’t say around. Quote specific price and then say “Plus your local tax”)
FAB (Features and Benefits of DVR)
Verify Customers Information - Name, Address and Phone. If a Name Other Than Their Name You Must Get Permission, Consent From That Person!
$19.95 Fee - I'm Going To Waive Your the $49.95 installation Fee but There Is a One Time $19.95 fee process the account to Send The Tech Out
ABP - Benefit and discount
Do Not Cancel Current Provider Service - We don't want them to be without service if install is rescheduled for any reason
Monthly Bill monthly statement will be sent to your email
T&C - (Terms & Conditions) 2 yr agreement ETF (Early termination fee) $20 a month for each month they cancel early
Installation expectations - 1-3 hours, Install window, Tech call 30 min before arrival
Provide BAN (You must provide the account number)
Proper Close When Finished - Thank them for letting you to help them out and Welcome each customer to DTV