GHW Script

Hello Can I speak with ______ . My name is _______ and I am calling you on behalf of

Guard Home Warranty, How’s your day so far? That’s great.

We are reaching out to the homeowners to tell them about the exclusive offers we have on
Home Warranties, that can save you on Home Appliances and Home System Repair Costs.
It works this way - if any of the appliances or systems break down from normal wear and tear
at your house, we will help with the costs to fix it for you and if it’s not fixable we can also help
to replace those appliances with certain terms and conditions.
So, I have your address as _____________ . Approximately how many square feet is your
house? Being a sensible person, you always wanted to know what it covers and what it costs
right?
So we actually have a lot of things we are covering right now with the home warranty. Are you
familiar with home warranties and how they operate? Have you had in the past? Ok, so you
know all appliances have a certain life expectancy period after which they start breaking down
and you have to go through a world of pain to get them repaired or even worse, replaced,
right? So that’s where a home warranty comes in. It’s like a budgeting tool that helps safeguard
you from high repair or replacement costs.
Let me ask you a few questions just to see what sort of coverage we can get you qualified for:
(These are optional questions for rapport building)
How old is your home?
Any remodeling recently?
Are you on a sewer system or use a septic tank?
What about the appliances you have like a dishwasher, refrigerator, and HVAC system, are they
all in working order?
Our home warranty plan covers Air Conditioner/ cooler, heating systems, ductwork, water
heater, plumbing systems, sump pump, ceiling and exhaust fans, central vacuum, electrical
systems, garbage disposal, instant water dispenser, refrigerators, cooktops/ranges, ovens,
microwave, trash compactor, dishwasher, clothes washer, clothes dryer, garage door opener.
So, we have 3 Plans:
 Systems package.
 Appliances package.
 And our most popular THE VIP package which is a combination of system and appliance
package. This is definitely our best value.


 VIP Plan
Monthly: $59 ($92 Value)
Quarterly: $168 paid once every
3 months for 4 installments
which gives you a 5% savings
over monthly price. ($262
Value)
Annual: $649 a year which gives
you 1 month’s worth of free
savings which is $54 ($998
Value)
Systems Plan
Monthly: $46
Quarterly: $131 paid once every
3 months for 4 installments
which gives you a 5% savings
over monthly price.
Annual: $499 a year which gives
you 1 month’s worth of free
savings which is $46
Appliance Plan
Monthly: $46
Quarterly: $131 paid once every
3 months for 4 installments
which gives you a 5% savings
over monthly price.
Annual: $499 a year which gives
you 1 month’s worth of free
savings which is $46

Would you prefer to pay monthly or quarterly, or save more by paying annually?

Do you have more than one air conditioner or heating system in the home? (if so, need to add
optional coverage for these items)
Here’s how our claims process works. If you have a claim, all you have to do is file a claim on
the website, it takes less than a minute! Once your claim is filed, you will call a contractor of
your choice. When the contractor is at your house, you will call us and we will talk to them for a
couple of minutes. In most circumstances, we will let you know your coverage within 10-15
minutes!

Grace Period
When you sign up today, we will charge your card today and your coverage will start in 30 days. You
can use those 30 days as a review period to make sure the coverage suits you.

(Required for every call) TPV360 Process

Before we move further, I am going to connect you with our third-party verification team that will
ask you a few questions. Before I connect you with the representative, do you have any questions
for me? Great! Before I connect you, please be aware that the rep will need only yes and no
answers to the questions asked. Please hold the line for just one moment while I get the rep on the
line.

Please log in to https://app.tpv360.com/login with your Agent ID and password.

Fill out the form and call: 1-833-705-1104 and provide the Client ID of 138, your Agent ID and Lead
Reference Number (which will generate after you fill out the form)

Thank you for speaking with our Third Party Verification Representative. Now, we have
following payment options available:
Credit & debit card, which do you prefer?
 Review updated pricing if Optional Coverage selected.

Required information to state:

Once you sign up, you will receive an emailed copy of the contract which you can review to know
exactly what is covered. (If no email, we will mail it)
Also, your contract will automatically renew each year. We will send you a notice 60 days prior to
the renewal date and if you need to change your payment plan or payment method at that time,
you can email us and let us know.
(After you get credit card information and before submitting, make sure you get verbal confirmation) I
just need to confirm that you are approving me to charge your card today (or future date) for the
amount of XX, correct?

Great, you are all set now. Please remember, you will receive a call back from our quality assurance
team. Before I let you go, do you have any final questions?

Thank you for your time. Have a great day!

Questions and Objections

“How does the claims process work?”

“How does the claims process work?”
To submit a claim, you will go through our online claims portal at guardhomewarranty.com
After that, find a local licensed and insured contractor to come out and diagnose the issue with
the unit.
Once the unit has been diagnosed, the contractor will need to call us to go over the diagnosis.
This only takes about 5 minutes of their time.
We will send the claim to be reviewed.
If the work can be done right away, we will have an answer for you in about 10 minutes. If parts
need to be ordered or if the contractor is recommending replacement, you’ll typically have an
answer within an hour.
After the work is completed, you will pay the contractor and send us the paid invoices.
We will process your reimbursement minus your trade service call fee within 3-5 business days.

“What does it mean that you will reimburse us for the claim?”
We are a reimbursement home warranty company, which is why we can give you the freedom to
choose your own contractor to do the repair or replacement.
For example, if your dishwasher needed to be repaired and the price to repair is $300, we would
reimburse you the $300 minus your $95 trade service call fee for a total of $205.

“Do you have caps on how much you will pay for claims?”
Yes, we do have maximum dollar caps for each covered item. For instance, your kitchen
appliances are each capped at $1000 except the washer and dryer, which are each capped at
$500.
Central Heating and Air Conditioning are both capped at $2500 except for Boilers which are
 capped at $1500.00
The maximum aggregate we will pay for all items within the contract year is $25,000.00

What if I don’t have the money for the claim right now?
Most of the time, the technician will work with you while you are waiting on the reimbursement
to go through.
We typically reimburse within 3-5 business days after receiving the paid invoice, but if you need
the money upfront, we can reimburse off of an estimate of the work instead of a paid invoice.

Rebuttals

I can’t afford it
That’s the very reason you need this package. I wish I could show you how many customers wait
to place coverage and come back when they have an issue that would have been covered!

Can you send me an email?

Absolutely, can I confirm your email please? … Thank you. Now before I send this off let me see what
promotion you qualify for. How old is your A/C unit? Fridge? Water Heater? ETC

I don’t have time to speak about this.

I understand completely. I can definitely send you an email but what the website doesn’t have is me! I
can answer all of your questions and give you a direct point of contact to get you covered.

How do I know that your company is legitimate?

We LOVE that question! We are an A Rated company in the BBB and have the highest Google ratings
of any home warranty company in our area. We are growing quickly because our customer service is
the best in the business. That being said, What was the most expensive repair or replacement that
you have done in your home?

Value Add Phrases

Phrases
Since we are a “Choose-your-own-contractor” home warranty company, you will get serviced faster
than any of our competitors are able to service you, simply because you are a retail customer.
We have the ability to open and close most claims within the same day! Our process is simple and
covered failures are usually resolved in under 15 minutes!
Home warranty is like life insurance for your appliances, most people don’t think about it until it’s too
late. Let’s get you covered for just $59 per month.
We offer a 30 day “review” period for every customer. IF you decide that the program is not for you,
we’ll refund your money without any trouble.

Phrases to avoid with recommendations

Don’t: We will send out a contractor to your home.

Do: You can choose your own highly recommended contractor to service your systems and
appliances.

Don’t: Your only expense for a claim will be $95

Do: Covered claims will pay out up to the line-item limit for your system or appliance. Our service fee
is only $95 on approved claims.

Don’t: State “electrical” appliances

Do: State “appliances (we cover gas appliances and systems)

Don’t: State there is no monthly payment next month

Do: State you will be charged each month the price of $XX

Don’t: Can you please provide me your credit card initials?

Do: Can you please provide me your credit card number?

Don’t: Use the word “expiry”

Do: Request the credit card expiration date