Lower Retention Rate Offer- Spring Green 50 -PA Customers

Promo Code: RET002

A new retention option is now available exclusively for PA customers. This offer allows agents to present a price lower than the customer’s current rate, using promo code RET002.

Key Details

Purpose

• This is a secondary retention tool.

• It should be used only after all standard retention steps have been exhausted.

  
  

Promo Code

• RET002 will be applied to the customer’s account when recontacted.

Usage Guidelines

• Complete all standard retention procedures first.

• Use this offer only when the customer still needs an additional incentive to stay.

  
  

 Agent Expectations

• Follow all compliance and retention protocols.

• Present the offer as a special, limited retention option, not a standard rate.

• Accurately document the interaction, including the use of promo code RET002.

Spring Rewards Retention Script

When a new customer calls to cancel their current plan (which includes a home protection product), agents can offer to switch them to the Spring Rewards program.

This program provides 25 reward dollars monthly, plus a 100‑reward‑dollar bonus for updating the account today.

No cancellation fee applies.

Agents must follow all retention steps, complete VV, update the product to SPRING GREEN 50, and assign a call note to Customer Service to add the reward dollars.

Suggested Retention Script

Agent:“I can help you with that. Before we move forward with cancelling, I want to share another option that many customers prefer. You’re currently enrolled in a plan that includes a home protection product, but we also offer a rewards‑based program called Spring Rewards that may be a better fit.”

 Upsell

Agent:“With Spring Rewards, you’ll receive 25 reward dollars every month that you can use at major retailers across the U.S, these rewards dollars can be used to offset everyday purchases like grocery shopping or even when buying major electronics . And because you’re updating your account today, you’ll also receive a one‑time bonus of 100 reward dollars.”

Soft Close

Agent:“There’s no cancellation fee, and switching is quick. I can update your account to the Spring Rewards program and get your bonus applied today. Would you like me to make that change for you?” I can make that change for you today.

If the customer agrees

Agent:“Perfect, I’ll take care of that for you. I just need to complete a quick verification and then I’ll update your account to the Spring Rewards program with the SPRING GREEN 50 product.”

Agent Action Steps:

• Complete all retention steps

• Complete VV

• Update product to SPRING GREEN 50

• Updated rewards program to Spring Rewards

• Assign a call note to Customer Service requesting that the reward dollars be added

New Enrollments With Incorrect Rate

Last week for D2D Enrollments the rate was incorrect on the forms, some customers already got sent a welcome letter with the incorrect rate. Accounts in Orion have been fixed, and some customers will get a second welcome letter with the correct rate.