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