Healthy Debt Relief Script

Healthy Debt Relief

INTRO

English Script

Spanish Script

Qualifiers

Qualifiers

Closing the call

Closing the call

Overcoming Objections

Overcoming Objections

Transfer Script

Transfer Script

Learning & Development

ABC: Always Be Closing!

Whenever questions or objections come up, we have to respond and then assumptively move the call forward and continue to the next qualifying question and continue the process to transfer. Remember A R T:

TRANSITION

• As soon as we respond the customer question, we have to continue our process by re-addressing the questions if we did not get a response or move to the next qualifier on the script
• Don't stay silent or wait for the customer's approval to continue

RESPOND

• Take control of the call by providing a response that addresses the customer's concern
• If the answer they're looking for does not fall under our score, refer back to the Debt Specialist

ACKNOWLEDGE

• If a customer has a question or objection, don't ignore it
• Excercise ACTIVE LISTENING to make sure you understand the customer's concern

Guíon de transferencia al especialista en deuda:

Tengo a (Nombre del cx) en la línea. Él/Ella está interesadx en explorar opciones para reducir su deuda. ¿Puedo dejarlx continuar su proceso contigo? (Nombre del cx) le dejo en buenas manos. Que tengan excelente dia.

The INTRO is a crucial part of the script, as it contains a lot of legal disclosures we're required to read on every single call due to compliance requirements.

We need to make sure we open the call within the first FIVE seconds and greet the customer first, do not wait for them to say 'hello'.

Handoff to Debt Specialist:

I have (Cx' First Name) here on the line. He/She is interested in exploring options to reduce their debt. Can I go ahead and leave them with you? {Cx's First Name} You're in good hands. You both have a great day.

Calificadores

Solo para confirmar ¿la deuda no garantizada con la que busca ayuda asciende a 10 mil, 15 mil dólares o cuál sería la cantidad estimada de su adeudo? (mínimo $8,000)

Y ¿está actualmente inscrito en un programa de liquidación de deuda o bancarrota?

Solo preguntamos si la deuda es mayor a $15,000 :

no

si

¿Las tarjetas de crédito representan la mayor parte de su deuda o es algo más? (deben ser deudas no aseguradas)

si

no

Lo transferiré a mi especialista en deudas para una evaluación gratuita y sin compromiso para descubrir cómo ayudarlo a eliminar su deuda y ahorrar. ¿Tiene entre 10 y 15 minutos disponibles en este momento para explorar sus opciones?

si

no

Ok perfecto; en Healthy Debt Relief le ponemos en contacto con un especialista que le puede ayudar a evaluar el estado de su deuda para lograr detener las llamadas de cobranza, además de reducir o consolidar la cantidad que debe para ayudarle a salir de sus deudas con facilidad. En este momento ¿tiene usted una fuente de ingresos?

si

NO

no

si

Qualifiers

To confirm, do you owe 10 thousand dollars, 15 thousand, or what is the estimated amount? (must be at least $8,000)

Now, are you currently enrolled in a debt relief or bankruptcy program at this time?

Only ask if debt is over 15K :

yes

NO

Do Credit Cards make up most of your debt or is it something else? (debt type must be unsecured)

NO

yes

Perfect. At this point I can transfer you over to my debt specialist for a free, no commitment evaluation to figure out how to help you eliminate your debt. Do you have 10-15 minutes available right now to explore some options?

yes

NO

Ok perfect, now here at Healthy Debt Relief we line you up with a specialist that can help you evaluate your debt situation in an effort to stop collection calls and reduce or consolidate the amount of debt you owe to help you get out of debt easier.At the moment, do you have a source of income?

yes

NO

Fantastic! I have a debt specialist that I'm going to get you connected with. You're going to hear some ringing, that's just us getting connected. I will stay on the line with you, then drop off for your privacy.

yes

NO

"Hola (nombre del cliente) , soy (nombre de agente) con Healthy Debt Relif en una línea grabada. Me estoy comunicando con usted porque se aprobó un programa de liquidación de deuda nuevo y accesible en su área. Podemos ayudarle con deudas no garantizadas de tarjetas de crédito, préstamos bancarios personales e incluso facturas médicas."

ABC: Always Be Closing!

Whenever questions or objections come up, we have to respond and then assumptively move the call forward and continue to the next qualifying question and continue the process to transfer. Remember A R T:

TRANSITION

• As soon as we respond the customer question, we have to continue our process by re-addressing the questions if we did not get a response or move to the next qualifier on the script
• Don't stay silent or wait for the customer's approval to continue

RESPOND

• Take control of the call by providing a response that addresses the customer's concern
• If the answer they're looking for does not fall under our score, refer back to the Debt Specialist

ACKNOWLEDGE

• If a customer has a question or objection, don't ignore it
• Excercise ACTIVE LISTENING to make sure you understand the customer's concern

Ya estoy trabajando con alguien más

¿Donde están localizados?

No me Interesa A

¿Cómo obtuvieron mi información?

No me Interesa B

Preguntas y Objeciones Frecuentes

¿Pueden enviarme esta información por correspondencia o correo electrónico?

¿Podría llamarme más tarde? Estoy ocupado.

¿De dónde me llaman?

¿Esto afectará mi puntaje crediticio?

¿Cual sería el costo?

Estoy confundido, no entiendo la razon de la llamada

¿Qué es Healthy Debt Relief?

Estoy buscando un prestamo

I'm already working with someone

Where are you located?

How did you get my information?

Not Interested A

Not Interested B

Common Questions & Objections

Can you mail/email me information?

I'm busy right now, call me back...

Where are you calling me from?

Is this going to affect my credit score?

How much will this cost?

I'm lost, what are you calling about again?

What is Healthy Debt Relief?

I'm looking for a loan

"Hello, {First Name}? (Wait for a response) Hi {First Name}, this is {Agent Name} with Healthy Debt Relief on a recorded line. I’m just following up with you because a new and affordable Debt Relief program was approved in your area. We can assist you with unsecured debt for credit cards, personal bank loans, and even medical bills."