“I’M NOT INTERESTED”

I get it. Sounds like you’ve gotten a lot of 3rd party marketing calls but this call is different. We
have a rebate we want to apply to your existing account. Go ahead and grab a bill, that way I can
show you, instead of telling you.

Yes, I get that completely. I’m calling because you may be able to receive a rebate as well as a
gift card and a new low variable rate, so grab your bill and I’ll show you.

“I’M TOO BUSY” – “I DON’T HAVE TIME”

I hear you; you weren’t expecting the call. This is just going to take a moment. I’ll get you right
back to your day. Go ahead and grab a bill real fast.

I get it, it only takes a couple of minutes. Grab the bill, I’ll make this quick for you.

(If they are honestly busy.) – Totally fine, I respect you are busy. I’ll call you back 2 hours from
now, okay? (Make sure you have full name and title.)

“I LIKE MY CURRENT SUPPLIER” / “WHY WOULD I WANT TO GET RID OF

(CURRENT SUPPLIER)”/ “I DON’T WANT TO SWITCH SUPPLIERS”

I totally get it, though we may be able to offer you a rebate on your existing account. Grab a
copy of the bill, and I’ll show you what I’m talking about.

Okay, to ensure you have the best offer available, just grab the bill and we can double check, it
will only take a minute. I’ll hold while you do so.

“IS THIS A SALES CALL?”

Absolutely. It’s regarding a rebate and a gift card you may be able to receive. This is going to
make so much more sense when you have the bill. Grab a copy and I’ll show you.

“I WANT TO SEE IT IN WRITING” (BEFORE BILL IS PULLED)

Great. Everything you’ll want to see is printed directly on your bill. Go ahead and grab a copy
and I’ll show you.

OK, that’s fine. That’s why I need you to get the bill sir/ma’am, there’s a message on the bill to
help validate why we’re calling. I just need you to go to (Page number).

Oh ok, that’s why everything is printed directly on your bill for you, and it does make more
sense when you actually look at one, that way you don’t have to take my word for it, you get to
see it for yourself. So just grab (Page number) and I’ll show you, I can hold.
 “I AM IN A CONTRACT”

It’s fine. A contract is just a length of time a supplier can supply your gas. So, a better offer
becomes available, you’re always able to take advantage of it. Go to (Page number) and let me
know when you are there.

BILL HAS BEEN PULLED “I WANT TO SEE IT IN WRITING” (AFTER BILL IS

PULLED)

I totally understand. You are going to get everything in writing in the next 3-5 business days. So,
if you decide you don’t want to change anything all you do is call or email us, and we’ll take it
right off. No one generally does, but again, that’s still your choice.

QUESTIONS & PRODUCT KNOWLEDGE

“WHAT IF I DO WANT TO CANCEL” / “ARE THERE CANCELATION FEES?”

Good question. The good thing about us is that we absolutely have no fees associated with our
offer. (Back to sales process.)

No worries. That’s always an option because you are not locked into anything, but of course, we
are going to do our job every month to go out and get you the best competitive rate so that you
don’t want to cancel. But if you do, there are no fees to cancel. (Back to sales process.)
 “WHAT’S THE ENERGY CHOICE PROGRAM?”

It’s just a program created by the state to create competition amongst suppliers to drive the rates
down so you can benefit on your bills. It’s a pretty good thing, just grab a bill and I’ll show you.

The energy choice program is a program that was made possible through the state where you’re
able to choose an energy supplier to supply your energy at a more competitive rate. Grab your
bill, I’ll show you how it works.

“ARE YOU WITH THE UTILITY?”

No, we’re not the utility, however, we’re not in competition with them either. I’m with IDT
ENERGY, a (State name) licensed energy supplier. This is something that is made possible by
them. There’s a message on your bill that validates why I am calling. Just let me know when you
have it.

Absolutely not, I’m with IDT ENERGY. The utility does not call customers, they do most of
their correspondence in writing so that’s why there’s a message on your bill. It does help explain
the purpose of my call so just grab a bill and I’ll show it to you. It will make more sense. I’ll
hold.

“WHY ARE YOU CALLING?”

You should be eligible to receive a rebate and a gift card on this account. It is my job to show
you, just let me know when you have the bill in front of you.

I’m calling you directly from IDT ENERGY, a state licensed and authorized supplier. (Utility
Name) prints a message and rate class on your bill, and it helps validate the purpose of my call,
so I just need you to look at the bill, I’ll show it to you. Let me know when you have one.

“I AM NOT SURE I CAN DO THIS” / “I AM NOT THE PERSON

AUTHORIZED” / “I JUST PAY THE BILLS”

What you’re doing today is enrolling the account with IDT ENERGY as the supplier to receive a
rebate and a price protection. (Go back to script)
IF CUSTOMER IS STILL UNSURE

Ask: Would anyone get upset with you for enrolling this/these account(s) to receive the rebate
and price protection? If he/she gives you a confident, “No, that would be fine,” then move
forward.

**REBUTTALS FOR CUSTOMERS

YOU MUST NOT PITCH TO**

A. IF CUSTOMER TELLS YOU THEY WORK AT THE PUC, NEWSPAPER, THE

UTILITY, ARE A LAWYER OR WORK AT A TV-RADIO STATION OR HAS A
RELATIVE THAT WORKS FOR ANY OF THE ABOVE MENTIONED:

“Ok Sir/Ma’am, I am sure you already know all about the choice program so let me put
you on the DO NOT CALL LIST, so we don’t call you again about this. Do you have any
additional phone numbers you would like on the Do Not Call list? OK, thanks. Have a
great day.” (END CALL)
B. ELDERLY/FEEBLE MINDED
(Feeble = Lacking Strength or Weak)

“Ma’am/Sir, nothing will change on your account. Please disregard my call.” (END CALL)