Employee Training Materials

Pre-Hire Paid Training Program

MediaStratX Training Introduction

Screening 101
Monday - 7:00 AM - 2:15 PM PST
9:00 AM -4:15 PM CST
10:00 AM -5:15 PM EST

Tuesday-Friday- 6:00 AM - 2:40 PM PST

8:00 AM - 4:40 PM CST
9:00 AM – 5:40 PM EST
 Instructional Goals
In MediaStratX Screening 101 you will be learning all the necessary information you
need to be able to Screen a call and transfer that customer to a Closer. You will learn the
Warranty Business and how we sell in it. You will build a Tool Box of Information that
will allow you to be successful in this role.
PAY : You will be paid for your training and that check will be mailed out the following
Monday to arrive by next Friday. Once employed, you will receive your pay each Friday
via Direct Deposit if available in your state.
At the End of this Course you will be able to:

• Learn about the Business we are in and how we sell in it

• Learn the Script
• Learn how to answer customer questions
• Know which rebuttals to use and when to use them
• Login to Ytel and learn our CRM system
• Learn how to make a proper QUALITY transfer to a Senior Coverage Specialist
• Understand the sales process and how you fit into it
• Learn the 5 pieces of information needed to gather on every call before you can
transfer
• Learn the metrics you are managed by and your Quota
 The Vehicle Service Center Script

Hello, my name is_______ in the Vehicle Service Center, and this is a standard warranty
check-up.
WHEN INFORMATION IS ON THE SCREEN:
I am reviewing the file on the (YEAR/MAKE/MODEL)
Are you still the current owner?
WHEN INFORMATION IS NOT ON THE SCREEN:
Please state the (YEAR/MAKE/MODEL) of your vehicle.

Okay, we have been sending some final notifications in the mail and have yet to receive
a response. The file does indicate that you have yet to extend past your vehicle’s
factory coverage.
Now, roughly how many miles are on the vehicle?

IF THERE ARE LESS THAN 190,000 MILES CONTINUE CALL

It appears you MAY still be eligible for the extended warranty on the vehicle. (The file is
currently pending cancellation, rather than continue to close out the file today,) I am
going to transfer you to a senior coverage specialist. The specialist will provide you with
the accurate information on what your protection covers and cost.
Please hold while I connect you to your senior coverage specialist, OKAY?

GET A CLEAR “OKAY” & WAIT 3 SECONDS BEFORE YOU TRANSFER THE CALL
 Rebuttals Questions and Answers Script

1. Why are you calling me?

A. Good question, this is a courtesy call to give you one last opportunity to
protect your vehicle before it breaks down. (BACK TO SCRIPT)

2. Why should I give you this information? Shouldn’t you have it already?

A. By you providing me your year, make & model I can determine whether
you may be eligible for an extended warranty on your vehicle. Please state
your year, make & model. (BACK TO THE SCRIPT)
B. I get it, however due to security protocols to protect your information, I
cannot disclose any information without you verifying the YEAR/MAKE/
MODEL of your Vehicle. (BACK TO SCRIPT)

3. Who are you?

A. Good question, this is the Vehicle Service Center. We handle all the
policies that are sold, bought, and recognized at all (Manufacturer)
dealerships nationwide. If you choose to accept our coverage today, you
can continue going to your local dealership that will not change for you.
(BACK TO SCRIPT)
B. IN ADDITION, WHEN PROSPECT DOES NOT UNDERSTAND WHO YOU ARE.
We provide auto protection plans that help consumers with the rising cost
of repairs. (BACK TO SCRIPT)
4. Is this a Scam?

A. Of course not. We are the Vehicle Service Center, and we sell the same
Warranties that are sold at the Dealerships Nationwide and as a Direct
Marketing Company we can sell at a lower price. (BACK TO SCRIPT)

5. Where did you get my number?

A. In certain States, when you register your car, we have access to that
information. (BACK TO SCRIPT)

6. Why do you keep calling me?

A. As far as I see, this is the first time we have called you. The reason for the
call is to see if you are still eligible to add additional coverage on your
Vehicle and protect you from a large repair bill. (BACK TO SCRIPT)

7. Why are you calling me from a local number/ Where are you calling from?

A. We have offices Nationwide but occasionally the overflow calls come to our
California Headquarters as our offices start going remote.

8. How much is this going to cost?

A. Quite affordable! Most, if not all, of our policy holders are on a fixed
income and its bumper-to-bumper coverage. Bear with me while I transfer
you to my specialist who can assist you with that information, okay?
 Rebuttals Objections
1. I have a (YEAR/MILE) warranty still. Why are you calling me?

A. If under Basic Warranty- That is correct. We are trying to protect your

vehicle after it expires. You do plan on keeping it for a while, correct?
(BACK TO SCRIPT)
B. If under Powertrain Warranty- That is correct. Your Powertrain warranty
only covers 3% of the vehicle. The parts of your engine, transmission,
and drive axle that are touched by oil. We are trying to protect the rest
of your vehicle. (BACK TO SCRIPT)

2. I am just not interested:

A. I can certainly understand that. Is there any reason you would not want
to continue to protect your vehicle? (REBUTTAL ACCORDINGLY, BACK
TO SCRIPT)

3. I have insurance with...

A. Yes, however your Auto Insurance only covers you in case of an
accident. We are trying to protect you in case of a mechanical
breakdown and a large repair bill. (BACK TO SCRIPT)

4. I have a leased vehicle:

A. Do you plan on keeping the vehicle after the lease is up? Some of our
lease customers like to know their options if they keep it. (If yes, BACK
TO SCRIPT; if no, see B)
B. Is there any other vehicle in the household that would benefit from
extended coverage?
(If yes, BACK TO SCRIPT; if no, end call)
5. I am on a fixed income/ I cannot afford it:
A. Understandable, I am too, most of our customers are. Let me transfer
you to a specialist who can provide you with all your options that best fit
your needs. (BACK TO SCRIPT)
B. I understand that; however, we do work with all sorts of budgets and
offer all kinds of incentives. Let me transfer you to a specialist who can
provide you with all your options that best fit your needs.

6. What Vehicle/ I DO NOT own that Vehicle:

A. This is regarding your most recently purchased vehicle. (BACK TO
SCRIPT)
B. No problem, I can update the file for you. Can you provide me with the
YEAR, MAKE, & MODEL of your current vehicle? (BACK TO SCRIPT)
7. I do not need it:
A. I hear you. If I may ask, how would you handle a major repair- say
$4,000 (let them respond) Most people cannot and that is exactly why
we are calling. Let me transfer you over to my specialist so they can go
over your options. (BACK TO SCRIPT)

8. A professional time waster (STROKE):

A. I am sorry for wasting your time. I will put you on our Do Not Call list.
Have a good day! Hang Up and DNC CALL

9. I plan on selling my car:

A. How soon do you plan on selling it? (Within 6 months- Let them go)
(More than 6 months) Our policies are transferrable. Let me transfer
you to a Specialist who can further assist you. (BACK TO SCRIPT)
B. Our policies are transferrable and will add value to your vehicle when
you sell it. Let me transfer you to a Specialist who can further assist you.
(BACK TO SCRIPT)
10. I bought an extended warranty:
A. When did you purchase the warranty? Did you purchase the warranty at
the time of purchase or through a private party? How much is the policy
and monthly payment?
B. Did you make your payment apart of the car payment, if not, is it a
separate policy and how much are you paying now?
C. (If purchased through Dealership) Did you know that dealerships also
go through direct marketing companies like us and sell the same policy
for 2-3x more? (let them respond; continue) As a bonus, we can also
finance the coverage as most dealerships want one lumpsum payment.
Let me transfer you to my specialist who can provide you with the
accurate information on what the protection covers and costs.
(BACK TO SCRIPT)

11. I do not have the time:

A. Your file is currently pending cancellation right now and I would hate for
you to miss out on this opportunity. Once I close this file, you will no
longer be eligible for coverage at that time. If you give me just a few
minutes, I can prioritize your call to expedite the process for you. (BACK
TO SCRIPT)
B. Offer a Call Back as last resort – get number from file and ask for the
best time to reach them.

12. I am a mechanic/mechanic in the family:

A. Would you/they be able to run a computerized diagnostic test or handle
an electrical repair like a Transmission Control Panel?
• Yes: Okay, I do know parts can still be expensive; not to mention, the
manual labor that goes into repairing the vehicle. Let me transfer
you to my specialist to go over the protection plans with you to save
you time and money. (BACK TO SCRIPT)
• No: That is why we are reaching out to you. To see if you are eligible
to add additional coverage on the vehicle and protect you from a
large repair bill. (BACK TO SCRIPT)
13. Wrong name/wrong number:
A. Okay, since I have you on the phone, do you have a vehicle that would
benefit from extended coverage? (Yes - BACK TO SCRIPT/No – END CALL)

14. I have a NEW VEHICLE:

A. This is a great time to add extended coverage to your vehicle! Being able
to protect your vehicle now that your mileage is low will save you money!
(BACK TO SCRIPT)
B. Keep in mind that the higher the mileage, the higher the price will be to
cover the vehicle. It is very similar to a life insurance policy. (BACK TO
SCRIPT)

15. You must talk to my spouse (husband/wife):

A. I can certainly understand that is he/she available?
• Yes: Have him/her come to the phone so I can provide you both with
this opportunity!
• No: What would your recommendation be to your husband/wife? Do
you think it is a good idea to keep your second biggest investment
protected? (SEE BELOW)
o Yes: That is why we are reaching out to you to see if you are eligible to add
additional coverage on the vehicle and protect you from a large repair bill.
(BACK TO SCRIPT)
o No: I hear you. If I may ask, how would you handle a major repair - say
$4,000? (let them respond; continue) Most people cannot, and that is
exactly why we’re calling. Let me transfer you over to my specialist so they
can go over your options that best fit your needs. (BACK TO SCRIPT)

16. I am covered through CAR SHIELD:

A. We only deal with A RATED ADMINISTRATORS. I am going to transfer you
to over to your coverage specialist. The are going to explain Car Shield and
go over your options. Now how many miles are on your vehicle?
 Limited and Powertrain Warranties by Manufacturer
Manufacturer Basic Warranty Powertrain Warranty
Honda Warranty 3 years/36,000 miles 5 years/60,000 miles
Acura Warranty 4 years/50,000 miles 6 years/70,000 miles
Mercedes-Benz Warranty 4 years/50,000 miles 4 years/50,000 miles
Smart Warranty 2 years/24,000 miles 2 years/24,000 miles
GMC Warranty 3 years/36,000 miles 5 years/100,000 miles
Buick Warranty 4 years/50,000 miles 5 years/100,000 miles
Cadillac Warranty 4 years/50,000 miles 5 years/100,000 miles
Saturn Warranty 3 years/36,000 miles 5 years/100,000 miles
Chevrolet Warranty 3 years/36,000 miles 5 years/100,000 miles
Pontiac Warranty 3 years/36,000 miles 5 years/100,000 miles
Chrysler Warranty 3 years/36,000 miles Lifetime Limited
Dodge Warranty 3 years/36,000 miles Lifetime Limited
Jeep Warranty 3 years/36,000 miles Lifetime Limited
Ford Warranty 3 years/36,000 miles 5 years/60,000 miles
Lincoln Warranty 4 years/50,000 miles 6 years/70,000 miles
Mercury Warranty 3 years/36,000 miles 5 years/60,000 miles
Infiniti Warranty 4 years/60,000 miles 6 years/70,000 miles
Nissan Warranty 3 years/36,000 miles 5 years/60,000 miles
VW Warranty 4 years/50,000 miles 5 years/60,000 miles
Audi Warranty 4 years/50,000 miles 4 years/50,000 miles
Toyota Warranty 3 years/36,000 miles 5 years/60,000 miles
Lexus Warranty 4 years/50,000 miles 6 years/70,000 miles
Subaru Warranty 3 years/36,000 miles 5 years/60,000 miles
Scion Warranty 3 years/36,000 miles 5 years/60,000 miles
BMW Warranty 4 years/50,000 miles 4 years/50,000 miles
Mini Warranty 4 years/50,000 miles 4 years/50,000 miles
Isuzu Warranty 3 years/50,000 miles 7 years/75,000 miles
Mitsubishi Warranty 5 years/60,000 miles 10 years/100,000 miles
Jaguar Warranty 4 years/50,000 miles 4 years/50,000 miles
Porsche Warranty 4 years/50,000 miles 4 years/50,000 miles
Saab Warranty 4 years/50,000 miles 5 years/100,000 miles
Mazda Warranty 3 years/36,000 miles 5 years/60,000 miles
Hyundai Warranty 5 years/60,000 miles 10 years/100,000 miles *
Suzuki Warranty 3 years/36,000 miles 7 years/100,000 miles
Kia Warranty 5 years/60,000 miles 10 years/100,000 miles *
Volvo Warranty 4 years/50,000 miles 4 years/50,000 miles
* means they have a 10year power train coverage if they are the original owner
_____means they do not fall into a group of cars they are their own manufactures
 BLANK CALLS

Hi this is ___________ from the Vehicle Service Center. This is a standard

warranty check up to give you the opportunity to get additional coverage on your
current vehicle. Please provide me with the YEAR, MAKE, MODEL and a rough estimate
of the MILES …...

PROCEED WITH SCRIPT ........

ORANGE BANNER / CALL BACKS

Thank you for calling back this is _______ from the Vehicle Service Center. We
are reviewing the file for _________ are you still the current owner?

IF YES PROCEED WITH SCRIPT…

IF NOT...

My apologies, I can update the file. What kind of vehicle do you currently own?

PROCEED WITH SCRIPT...

 NEW VEHICLE SCRIPT
2018/2019/2020/2021

“Hi, my name is ________________ from the Vehicle Service Center. Are you still
the current owner of the… (INPUT CAR INFO FROM SCREEN)?”
IF YES ......
“I am reviewing the file on your vehicle and it does appear that you have yet
to extend past the manufacturer’s warranty. I see here that the vehicle is still new.
You are planning on keeping the vehicle, correct?
This is the perfect time to get additional coverage for mechanical and electrical repairs.
How many miles do you have on your vehicle?”

…. PROCEED WITH SCRIPT

BONUS REBUTTAL: ARE THERE ANY OTHER VEHICLES IN THE

HOUSEHOLD THAT WOULD BENEFIT FROM THE EXTENDED
WARRANTY PROGRAM?