Brand New Vehicle Enrollment Dropped

Dropped Calls
Calls Notation
Notation
Click
Click me
me or
or go
go to
to Advisor
Advisor Notes
Brand New Call Type Tab
Notes
Tab
Notepad: Opening Spiel
Ask Name and Acknowledge Online Dealer only Subs only

No Call Back Spiel

Guidance Trial 3-Year Basic Plan
Package Offer
Assess Cust Experience
Info 3.0 Vehicle Scripting Only if TCPS screen appears

Failed OLE only

TCPS
Ask Home Phone Number
PIN Set-up
OVD
Account Type
Mailing Address
Garage Address
Dealership and DMN
If possible, check if there is a MOP

Services Familiarity
Rebuttal
Click Me
Purchase Disclosures
WiFi Education Gen 10

Response Routing Group SVD Advisor Wait

Servi Date today 4/10/2021

ce 3 months 7/9/2021
Plan 5 months 9/9/2021
End 6 months 10/9/2021
Date 8 months 12/9/2021
s 12 months 4/9/2022
14 months 6/9/2022
End
Date
s
 Terms, Conditions and Privacy Statement (TCPS)

US Gen 9 US Gen 10 & CA

Let me first mention that this call is being recorded. To continue with the ac
OnStar Trial [and pre-lo
Before we fully activate the service you will need to accept our User Terms and Privacy if Gen 10], it is impor
Statement which I will refer to as the Legal terms.  There are two ways to do this: accept OnStar’s Terms
1. I can send you an email with a link to accept electronically. and Privacy Statemen
receiving an email wi
2. Or, to activate services right away you can provide your consent now.  Would you like letter with the simple s
to receive an email or accept over the phone now? do this. Please visit OnS
immediate action whe
the communication o
No /doesn’t want data collected Wants to WAIT trial and RemoteLink K
Okay. We can stop right here. We will Okay, I can begin your enrollment and email the will be cancelled an
hardware will be deacti
not activate your OnStar service. Is terms. You will not have services until you accept.  
Do you understand this
there anything else I can help you Shall we begin? you like to continue wit
with today? activation?
 

Yes If Yes – Great, look for t

communication soon (P
To use the services, you agree to and understand the following: Button)
If No – Okay, this will re
We collect, use, and share account and vehicle data, including vehicle location and driving deactivation of all OnSt
behavior including Automatic Cra
Emergency services, On
◦ We may update the vehicle software and system using its wireless connection Diagnostics and Wi-Fi d
◦ Disputes will be resolved using a binding, individual arbitration this vehicle. (Proceed w
Deactivation process)
◦ Service availability is subject to system limitations or service plan
◦ You agree to all other Legal terms
◦ You can cancel by pressing the OnStar button in your vehicle.
◦ Do I have your consent to our Legal Terms?
No /doesn’t want data collected Wants to WAIT Yes
Okay. We can stop right here. We will Okay, I can begin your Thank you. We strongly
not activate your OnStar service. Is enrollment and email the encourage you to read
there anything else I can help you terms so you can carefully the full Legal terms we
with today? review them before are sending to you.
accepting. You will not
have services until you
accept.
Customer must provide a clear "YES"
Advisors are not to interpret the language in any of the statements. If the customer has
questions, proceed with the enrollment without TCPS acceptance.
I do apologize that I can’t answer that, but what I can do is to partially enroll your vehicle
and have an email sent to you so you can carefully review the terms and conditions
statement before accepting. Shall we begin?
Advisors are not to interpret the language in any of the statements. If the customer has
questions, proceed with the enrollment without TCPS acceptance.
I do apologize that I can’t answer that, but what I can do is to partially enroll your vehicle
and have an email sent to you so you can carefully review the terms and conditions
statement before accepting. Shall we begin?
CPS)

US Gen 10 & CA Gen 9/10

To continue with the activation of your
OnStar Trial [and pre-loaded data plan,
if Gen 10], it is important for you to
accept OnStar’s Terms and Conditions
and Privacy Statement. You will be
receiving an email with a link or a
letter with the simple steps for how to
do this. Please visit OnStar.com or take
immediate action when you receive
the communication or your OnStar
trial and RemoteLink Key Fob Services
will be cancelled and the OnStar
hardware will be deactivated.
 
Do you understand this and would
you like to continue with the trial
activation?
 
If Yes – Great, look for that
communication soon (Press Next
Button)
If No – Okay, this will result in
deactivation of all OnStar services
including Automatic Crash Response,
Emergency services, OnStar Vehicle
Diagnostics and Wi-Fi data services in
this vehicle. (Proceed with
Deactivation process)
 Pre-Owned Vehicle Enrollment Dropped
Dropped Calls
Calls Notation
Notation
Click
Click me
me or
or go
go to
to Advisor
Advisor Notes
Notes Tab
2nd Owner Call Type Tab

Notepad: Opening Spiel

Ask Name and Acknowledge Online Dealer only Subs only

No Call Back Spiel

Guidance Trial 3-Year Basic Plan
Package Offer
Assess Cust Experience
Info 3.0 Vehicle Scripting Only if TCPS screen appears

Failed OLE only

TCPS
Ask Home Phone Number
PIN Set-up
OVD
Account Type
Mailing Address
Garage Address
Dealership and DMN
Basic Plan Offer OVD: Yes No OVD, w/Remote Start
If possible, check if there is a MOP

Services Familiarity Overview

YES: HFC YES: ROADSIDE

Paid before

TRIAL: Did not

YES: NAVIGATION YES: ACR purchase before
YES: SVA YES: MOBILE APP

Rebuttal Rebuttal

Purchase Disclosures Click Me

WiFi Education Gen 10

Basic Plan Disclosure no to Guidance Trial

Response Routing Group SVD Advisor Wait

Servi Date today 4/10/2021

ce
Plan
End
Date
Servi
ce 3 months 7/9/2021
Plan 5 months 9/9/2021
End 6 months 10/9/2021
Date 8 months 12/9/2021
s 12 months 4/9/2022
14 months 6/9/2022
 Terms, Conditions and Privacy Statement (TCPS)

US Gen 9 US Gen 10 & C

Let me first mention that this call is being recorded. To continue with the
OnStar Trial [and pre
Before we fully activate the service you will need to accept our User Terms and Privacy if Gen 10], it is imp
Statement which I will refer to as the Legal terms.  There are two ways to do this:
accept OnStar’s Term
Notation 1. I can send you an email with a link to accept electronically. and Privacy Statem
Notation receiving an email
isor
isor Notes
Notes Tab
Tab 2. Or, to activate services right away you can provide your consent now.  Would you like letter with the simpl
to receive an email or accept over the phone now? do this. Please visit O
immediate action w
the communication
No /doesn’t want data collected Wants to WAIT
trial and RemoteLink
Okay. We can stop right here. We will Okay, I can begin your enrollment and email the will be cancelled
not activate your OnStar service. Is terms. You will not have services until you accept. hardware will be dea
 
there anything else I can help you Shall we begin? Do you understand t
with today? you like to continue
Yes activation?
 
To use the services, you agree to and understand the following: If Yes – Great, look fo
We collect, use, and share account and vehicle data, including vehicle location and driving communication soon
behavior Button)
If No – Okay, this wil
◦ We may update the vehicle software and system using its wireless connection
deactivation of all On
◦ Disputes will be resolved using a binding, individual arbitration including Automatic
◦ Service availability is subject to system limitations or service plan Emergency services,
◦ You agree to all other Legal terms Diagnostics and Wi-F
◦ You can cancel by pressing the OnStar button in your vehicle. this vehicle. (Proceed
Deactivation process
◦ Do I have your consent to our Legal Terms?
No /doesn’t want data collected Wants to WAIT Yes
Okay. We can stop right here. We will Okay, I can begin your Thank you. We strongly
not activate your OnStar service. Is enrollment and email the encourage you to read
there anything else I can help you terms so you can carefully the full Legal terms we
with today? review them before are sending to you.
accepting. You will not
have services until you
accept.
Customer must provide a clear " YES"
Advisors are not to interpret the language in any of the statements. If the customer has
questions, proceed with the enrollment without TCPS acceptance.
I do apologize that I can’t answer that, but what I can do is to partially enroll your vehicle
and have an email sent to you so you can carefully review the terms and conditions
statement before accepting. Shall we begin?
CPS)

US Gen 10 & CA Gen 9/10

To continue with the activation of your
OnStar Trial [and pre-loaded data plan,
if Gen 10], it is important for you to
accept OnStar’s Terms and Conditions
and Privacy Statement. You will be
receiving an email with a link or a
letter with the simple steps for how to
do this. Please visit OnStar.com or take
immediate action when you receive
the communication or your OnStar
trial and RemoteLink Key Fob Services
will be cancelled and the OnStar
hardware will be deactivated.
 
Do you understand this and would
you like to continue with the trial
activation?
 
If Yes – Great, look for that
communication soon (Press Next
Button)
If No – Okay, this will result in
deactivation of all OnStar services
including Automatic Crash Response,
Emergency services, OnStar Vehicle
Diagnostics and Wi-Fi data services in
this vehicle. (Proceed with
Deactivation process)
 Unit Configuration Dropped
Dropped Calls
Calls Notation
Notation
Click
Click me
me or
or go
go to
to Advisor
Advisor Notes
Notes
Brand New and 2nd Owner Tab
Tab

Notepad: Opening Spiel

Ask Name and Acknowledge Online Dealer only

No Call Back Spiel

Package Offer Guidance Trial 3-Year Basic Plan

Assess Cust Experience

Verify Info
TCPS
PIN Set-up
If possible, check if there is a MOP

Services Familiarity (BN only) Offer

Overview

Services Familiarity YES: HFC YES: ROADSIDE

PAID before

(2nd Owner) YES: NAVIGATION YES: ACR

YES: SVA YES: MOBILE APP

Purchase Disclosures Click Me

WiFi Education Gen 10

Basic Plan Disclosure no to the Guidance Trial

Response Routing Group Advisor Wait

SVD: Enabled SVD: Connected

Servi Date today

3 months
ce
5 months
Plan
6 months
End 8 months
Date 12 months
s 14 months
 Terms, Conditions and Privacy Statement (TCPS)
Unit Status: Connected

US Gen 9
Let me first mention that this call is being recorded.
Before we fully activate the service you will need to accept our User Terms and Privacy
Dropped
Statement which I will refer to as the Legal terms.  There are two ways to do this:
Dropped Calls
Calls Notation
Notation
Click
Click me
me or
or go
go to
to Advisor
Advisor Notes
Notes 1. I can send you an email with a link to accept electronically.
Tab
Tab
2. Or, to activate services right away you can provide your consent now.  Would you like
to receive an email or accept over the phone now?
Subs only

No /doesn’t want data collected Wants to WAIT

Okay. We can stop right here. We will Okay, I can begin your enrollment and email the
not activate your OnStar service. Is terms. You will not have services until you accept.
there anything else I can help you Shall we begin?
with today?
Yes
To use the services, you agree to and understand the following:
We collect, use, and share account and vehicle data, including vehicle location and driving
behavior
◦ We may update the vehicle software and system using its wireless connection
◦ Disputes will be resolved using a binding, individual arbitration
◦ Service availability is subject to system limitations or service plan
TRIAL: Did not purchase ◦ You agree to all other Legal terms
before ◦ You can cancel by pressing the OnStar button in your vehicle.
◦ Do I have your consent to our Legal Terms?
No /doesn’t want data collected Wants to WAIT Yes
Okay. We can stop right here. We will Okay, I can begin your Thank you. We strongly
not activate your OnStar service. Is enrollment and email the encourage you to read
there anything else I can help you terms so you can carefully the full Legal terms we
with today? review them before are sending to you.
accepting. You will not
have services until you
accept.
4/10/2021 Customer must provide a clear "YES"
7/9/2021 Advisors are not to interpret the language in any of the statements. If the customer has
9/9/2021 questions, proceed with the enrollment without TCPS acceptance.
10/9/2021 I do apologize that I can’t answer that, but what I can do is to partially enroll your vehicle
12/9/2021 and have an email sent to you so you can carefully review the terms and conditions
4/9/2022 statement before accepting. Shall we begin?
6/9/2022
 Statement (TCPS)
nnected

US Gen 10 & CA Gen 9/10

To continue with the activation of your
OnStar Trial [and pre-loaded data plan,
and Privacy if Gen 10], it is important for you to
this: accept OnStar’s Terms and Conditions
and Privacy Statement. You will be
receiving an email with a link or a
ould you like letter with the simple steps for how to
do this. Please visit OnStar.com or take
immediate action when you receive
the communication or your OnStar
trial and RemoteLink Key Fob Services
will be cancelled and the OnStar
hardware will be deactivated.
and email the  

until you accept. Do you understand this and would

you like to continue with the trial
activation?
 
If Yes – Great, look for that
communication soon (Press Next
Button)
cation and driving If No – Okay, this will result in
deactivation of all OnStar services
nection including Automatic Crash Response,
Emergency services, OnStar Vehicle
Diagnostics and Wi-Fi data services in
this vehicle. (Proceed with
Deactivation process)

Yes
k you. We strongly
urage you to read
ll Legal terms we
nding to you.

he customer has
ance.
nroll your vehicle
and conditions
 1st Owner Notes
Notes Template:
Template:
Dropped Calls,
Dropped Calls, Opt
Opt In
In (OVD
(OVD
Paid and Trial Subscription and
and DMN),
DMN), TCPS
TCPS
Click
Click me
me or
or go
go to
to Advisor
Advisor Notes
Notes
Notepad: Opening Spiel Tab
Tab

Ask Name and Acknowledge

Get the TCPS acceptance date for
No Call Back Spiel CONNECTED STATE vehicles

Package Offer Paid - Inquiry Paid - specific

3YB Only 3YB + 3 mos Radiowinback

Assess Cust Experience for Trial Activations ONLY

Verify Info Opt In OVD Notes:

Reactivation Offline Process OVD
TCPS Opt In OVD-DMN Notes:
Reactivation Offline Process OVD and
PIN Set Up DMN

OVD
if purchased from a GM Dealership
Dealership and DMN We can keep you enrolled in the diagnos
Basic Plan OVD: Yes No OVD,years, by adding
w/Remote Startthe Basic plan, which yo
or pressing the blue button. Shall I add th
If possible, check if there is a MOP
NO: Do not add the Basic Plan.
Services Familiarity (TRIAL) Trial Overview
PAID Before

YES: HFC YES: ROADSIDE TRIAL: Did not

purchase
YES: NAVIGATION YES: ACR before
YES: SVA YES: MOBILE APP

Services Familiarity (PAID) Paid

Purchase Disclosures Click Me

Adding Owner Proxy

Response Routing Group SVD Advisor Wait

Basic Plan Disclosure 3YB Only

TCPS Reminder email / online acceptance

Final Assistance and Closing Group SVD Advisor Wait

Servi Date today 4/10/2021

ce
Plan
End
Servi
3 months 7/9/2021
ce
5 months 9/9/2021
Plan
End 6 months 10/9/2021
Date 8 months 12/9/2021
s 12 months 4/9/2022
14 months 6/9/2022
 Terms, Conditions and Privacy Statement (TCPS)
Unit Status: Disabled
US Gen 9 US Gen 10 & CA
To continue with the ac
Let me first mention that this call is being recorded. OnStar Trial [and pre-lo
Before we fully activate the service you will need to accept our User Terms and Privacy if Gen 10], it is impor
Statement which I will refer to as the Legal terms.  There are two ways to do this: accept OnStar’s Terms
and Privacy Statemen
1. I can send you an email with a link to accept electronically. receiving an email wi
letter with the simple s
2. Or, to activate services right away you can provide your consent now.  Would you like do this. Please visit OnS
to receive an email or accept over the phone now?
immediate action whe
the communication o
No /doesn’t want data collected Wants to WAIT trial and RemoteLink K
Okay. We can stop right here. We will Okay, I can begin your enrollment and email the will be cancelled an
hardware will be deacti
not activate your OnStar service. Is terms. You will not have services until you accept.  

there anything else I can help you Shall we begin? Do you understand this
with today? you like to continue wi
activation?
Yes  
If Yes – Great, look for t
To use the services, you agree to and understand the following:
communication soon (P
We collect, use, and share account and vehicle data, including vehicle location and driving Button)
behavior If No – Okay, this will re
◦ We may update the vehicle software and system using its wireless connection deactivation of all OnSt
◦ Disputes will be resolved using a binding, individual arbitration including Automatic Cra
Emergency services, On
◦ Service availability is subject to system limitations or service plan
Diagnostics and Wi-Fi d
◦ You agree
ou enrolled in the diagnostics to all
email other Legal
program, free forterms
three this vehicle. (Proceed w
ng the Basic plan, which
◦ Youyoucancan cancel
cancel byanytime
pressingby the
calling OnStar
OnStar button in your vehicle. Deactivation process)
blue button. Shall ◦I Do
addI this free service to your vehicle?
have your consent to our Legal Terms?
dd the Basic Plan. No /doesn’t want data collected Wants to WAIT Yes
Okay. We can stop right here. We will Okay, I can begin your Thank you. We strongly
not activate your OnStar service. Is enrollment and email the encourage you to read
there anything else I can help you terms so you can carefully the full Legal terms we
with today? review them before are sending to you.
accepting. You will not
have services until you
accept.
Customer must provide a clear "YES"
Advisors are not to interpret the language in any of the statements. If the customer has
questions, proceed with the enrollment without TCPS acceptance.
I do apologize that I can’t answer that, but what I can do is to partially enroll your vehicle
and have an email sent to you so you can carefully review the terms and conditions
statement before accepting. Shall we begin?
US Gen 10 & CA Gen 9/10
To continue with the activation of your
OnStar Trial [and pre-loaded data plan,
if Gen 10], it is important for you to
accept OnStar’s Terms and Conditions
and Privacy Statement. You will be
receiving an email with a link or a
letter with the simple steps for how to
do this. Please visit OnStar.com or take
immediate action when you receive
the communication or your OnStar
trial and RemoteLink Key Fob Services
will be cancelled and the OnStar
hardware will be deactivated.
 
Do you understand this and would
you like to continue with the trial
activation?
 
If Yes – Great, look for that
communication soon (Press Next
Button)
If No – Okay, this will result in
deactivation of all OnStar services
including Automatic Crash Response,
Emergency services, OnStar Vehicle
Diagnostics and Wi-Fi data services in
this vehicle. (Proceed with
Deactivation process)
Disclosures Back to
Advisor Tracker
Back to
BN-2nd Outline
Back to
Unit Confi
Back to Back to
Unit Config Outline 1st Owner Outline