|
Callers are able to buy blocks of psychic time at a reduced rate on their credit card.The more time purchased,the rate is reduced. If caller is not interested in purchasing block time, they can call a 900 # for a reading at $4.99 per min. $119.00 ($1.99 per min) 45 Minutes $99.00 ($2.20 per min.) 30 Minutes $75.00 ($2.50 per min), 10 minutes for $35, Club $29.95. Club Upsell $29.95.
Info Box to appear on every screen
Order Script
PSYCHIC READER'S NETWORK HOTLINE
"May I have your first name please?" ______________
"For calling today you can purchase psychic time for as little as $1.99 per minute. With our special offer you can save more than 60% off of our normal prices!!! Our master psychics are waiting right now to answer all your questions and predict your future. Get ready for a psychic reading that youll never forget. For a 60 minute block of psychic time at the reduced rate of $119, which is only $1.99 per minute - will you be using your Visa,MasterCard or American Express today?" _ (Y/N)
IF CALLER INDICATES THAT THEY DO NOT HAVE A CREDIT CARD ENTER X: _ GO TO CHECK BY PHONE OPTION
IF CALLER HAS HEARD ABOUT THE SAVINGS CLUB, AND WANTS TO JOIN, GO TO TO $29.95 SOLO Club Sign Up Script.
If No to having a Visa, Mastercard or American Express:
"We now have a toll free number where you can pay with a check-by-phone to purchase blocks of psychic time. Please go ahead and call 1-800-825-3733. This call is totally free. The number again is 1-800-825-3733. _______, just to make sure that I have given you that number correctly, can you please repeat it back to me? (VERIFY NUMBER) Thank you for calling." LOG CALL AS INQUIRY
IF YES TO OFFER AND CREDIT CARD
"I need your full name as it appears on your credit card."
First Name: _____________
Middle Initial: _ (Enter . If None)
Last Name: ___________________
"Can you please provide your complete billing address and 5 digit zip code that your credit card statement is sent to?"
Address:__________________________________
Apt. Number:______________________________
City: ____________________________ State: __
Zipcode:_____ CONFIRM BILLING ZIPCODE
Can I have your E-Mail address so we can send you special discounts and messages from Miss Cleo.
E-Mail.____________________________________
(Repeat back E-Mail for confirmation)
Card Type: _ (M,V,A) DO NOT ASK CARD TYPE SINCE THIS WAS ALREADY ASKED
Card Number: ________________ Exp Date: ____
CONFIRM CC NUMBER, EXPIRATION DATE AND ZIPCODE BEFORE AUTHING
As card is authorizing:
AUTHORIZING CREDIT CARD
IF CALLER REFUSES TO GIVE CC EXPIRATION DATE; ENTER X: _
If X entered for refuses cc expiration date Non US West:
"Im sorry, but without a valid expiration date, I am unable to process your credit card. You can still call one nine, zero, zero 896-3043. The first three minutes of the call are free, optional additional minutes are $4.99 each. You must be 18, for entertainment purposes only. We are sponsored by Oshun 5 Communications, Fort Lauderdale Florida, have a great reading." HIT ENTER TO LOG CALL AS ORDER
If X entered for refuses cc expiration date US West:
"Would you prefer to use our check by phone option that offers the same low rates?" _ (Y,N)
If Yes To Check By Phone Option:
"Simply call 1-800-825-3733. Could you please repeat that number back to me? (PAUSE) Great! Thanks for calling."
If no to check by phone-US West Caller.
Thank you for calling, goodbye.
If no to check by phone -non US West.
You can still call one nine, zero, zero 896-3043. The first three minutes of the call are free, optional additional minutes are $4.99 each. You must be 18, for entertainment purposes only. We are sponsored by Oshun 5 Communications, Fort Lauderdale Florida, have a great reading." HIT ENTER TO LOG CALL AS ORDER
If No To 60 Minute Package:
"Well ____, I do have a 45 minute package for only $99.00, which is only $2.20 per minute. Which credit card will you be using? " _ (Y/N)
If Yes To 45 Minute Package Go to CC, Exp. Date and Zip Capture, Confirmation and Auth:
If No To 45 Minute Package:
"___, I also have available a 30 minute package which is only $2.50 per minute. This 30 minute package is only $75.00. Which credit card will you be using?" _ (Y/N)
If yes to 30 Minute Package Go to CC, Exp. Date and Zip Capture, Confirmation and Auth:
If No To 30 Minute Package, :
"____," I also have available a 10 minute package for only $35.00. Which credit card will you be using?
If yes to 10 Minute Package Go to CC, Exp. Date and Zip Capture, Confirmation and Auth:
IF NO to 10 Minute Package CLUB PUSH.
"Well ___, As a final special promotion you can receive 30 minutes each month for a low monthly charge of just $29.95. Thats less than one dollar a minute. Are you interested in learning more about this fantastic offer? (Y/N) GO TO CLUB SOLO SCRIPT.
When authing for any package if Auth Facility Is Down or process between LO and WIC is down:
"Im sorry, but due to technical difficulties, I am unable to finish processing your order. I can refer you to another number that will be able to take your order. That number is 1-800-856-9631. Thank you for calling."
LOG CALL AS AN INQUIRY
If Card Does Not Authorize:
"Im sorry, could I verify your credit card number, expiration date and billing zipcode?" GO BACK TO CONFIRM THIS INFORMATION AND THEN AUTH AGAIN
If Credit Card, expiration date and zip still correct and not authing or if changed and not authing:
"Im sorry, but I am still not receiving an authorization for this credit card. Do you have another credit card that you could use?" _ (Y,N)
If Yes Go Back To CC Capture
If CC still not authing after info has or hasnt changed Non US West:
"Im sorry but I am still not receiving an authorization on your credit card. You can still call one nine, zero, zero 896-3043. The first three minutes of the call are free, optional additional minutes are $4.99 each. You must be 18, for entertainment purposes only. We are sponsored by Oshun 5 Communications, Fort Lauderdale Florida, have a great reading." HIT ENTER TO LOG CALL AS ORDER
If CC still not authing after info has or hasnt changed US West:
We now have a toll free number where you can pay with a check-by-phone to purchase blocks of psychic time. Please go ahead and call 1-800-825-3733. This call is totally free. The number again is 1-800-825-3733. _______, just to make sure that I have given you that number correctly, can you please repeat it back to me?
If No to final club upsell:
"Would you prefer to use our check by phone option that offers the same low rates?" _ (Y,N)
If Yes To Check By Phone Option:
"Simply call 1-800-825-3733. Could you please repeat that number back to me? (PAUSE) Great! Thanks for calling."
If No Check By Phone Non US West:
"No problem, you can still call one nine, zero, zero 896-3043. The first three minutes of the call is free, optional additional minutes are $4.99 each. You must be 18, for entertainment purposes only. We are sponsored by Oshun 5 Communications, Fort Lauderdale Florida, have a great reading." HIT ENTER TO LOG CALL AS ORDER
If No Check By Phone US West:
Thank you for calling, goodbye. HIT ENTER TO LOG CALL AS ORDER
If No to another CC Non US West:
"No problem, you can still call one nine, zero, zero 896-3043. The first three minutes of the call is free, optional additional minutes are $4.99 each. You must be 18, for entertainment purposes only. We are sponsored by Oshun 5 Communications, Fort Lauderdale Florida, have a great reading." HIT ENTER TO LOG CALL AS ORDER
IF No to another CC US West:
"No problem, you can still call one, nine, zero, zero, 773-0060. The first two minutes of every call are free, optional, additional minutes are $3.99 each. You must be 18, for entertainment purposes only. We are sponsored by Oshun 5 Communications, Fort Lauderdale, Florida, have a great reading." HIT ENTER TO LOG CALL AS ORDER
If yes to ANY BULK BILL PACKAGE
"I want to confirm that you have ordered XXXX of time for $XXX. You will be billed by Tarot Reading on your credit card."
"O.k., thank you for very much for your patience _____. Your Pin number is _____. Please write the following 800 number down to access your time. 1-800-969-2854. If you have any problems accessing your time, please call 1-800-348-9461. When you have less than one minute left on your call, You will hear A message that will prompt you to press 1 on your touch tone phone that will Extend Your Reading For An Additional 30 Minutes At A Reduced Rate Of Only $70.00 And You May Speak To The Very Same Psychic. The additional charge will then be billed to your credit card. Remember that your minutes are good for one full year so you dont have to use all your time today."
"And, _________, as a special for ordering with us today, you can now get a 5 minute FREE psychic reading right now!!! Simply call one, nine, zero, zero - 407-1530. The first 5 minutes of every call are absolutely free. Optional additional time is $4.99 per minute. That number again is 1-900-407-1530."
"If you do not want your psychic reading now or want to call back at any time to access your account balance, the number to call is 1-800-969-2854. I have activated your time.
CLUB UPSELL
"And ____, I can add 30 minutes of time to your order for only $29.95. With this special promotion you will also receive 30 additional minutes of time every month for a low monthly charge of only $29.95. Thats less than 1 dollar a minute. All unused time is good for 1 full year. You can cancel at any time after 15 days. Can I add this to your order."
(IF YES) -
Great. AUTH THE $29.95 ADDITIONAL CHARGE."Great you now have a total of XX minutes that you can use immediately"
Would you like me to transfer you to a psychic right now?" _(Y,N)
(IF NO TO CLUB UPSELL)
Thats fine.
Would you like me to transfer you to a psychic right now?" _(Y,N)
If Yes:
"Please stay on the line and you will be transferred to a psychic. Have a great reading! Must be at least 18 years of age. For entertainment purposes. Sponsored by Mind and Spirit, Ft Lauderdale, Florida. " (HIT RELEASE ON THE PHONE-CALL WILL BE TRANSFERRED TO A PSYCHIC)
If No:
"Thank you for calling, and have a great reading!"
Must be at least 18 years of age. For entertainment purposes. Sponsored by Mind and Spirit, Ft. Lauderdale Florida."
END OF CALL DATA TRANSFER TO UPDATE PIN AT WIC
CLUB SIGN UP SCRIPT (SOLO) CUSTOMERS SAYING YES TO $29.95 30 MINUTE MONTHLY PLAN BY SAYING NO TO $35 Plan or Heard About the Club and wants to join..
"Great!_____, we will give you a 30 psychic minutes a month for a low monthly charge of $29.95. Thats less than one dollar a minute. You will call on a toll free 800 line and your psychic time is valid for 1 full year. You will also get free daily horoscopes on a toll free number. To get your 30 minute reading for just $29.95 will you be using a Visa, Mastercard or American Express card (Y/N)
"I need your full name as it appears on your credit card."
First Name: _____________
Middle Initial: _ (Enter . If None)
Last Name: ___________________
"Can you please provide your complete billing address and 5 digit zipcode that your credit card statement is sent to?"
Address:__________________________________
Apt. Number:______________________________
City: ____________________________ State: __
Zipcode:_____ CONFIRM BILLING ZIPCODE
Can I have your E-Mail address so we can send you savings discounts and messages from Miss Cleo.
E-Mail.____________________________________
(Repeat back E-Mail for confirmation)
Card Type: _ (M,V,A) DO NOT ASK CARD TYPE SINCE THIS WAS ALREADY ASKED
Card Number: ________________ Exp Date: ____
CONFIRM CC NUMBER, EXPIRATION DATE AND ZIPCODE BEFORE AUTHING
As card is authorizing:
AUTHORIZING CREDIT CARD
If Card Does Not Authorize:
"Im sorry, could I verify your credit card number, expiration date and billing zipcode?" GO BACK TO CONFIRM THIS INFORMATION AND THEN AUTH AGAIN
If Credit Card, expiration date and zip still correct and not authing or if changed and not authing:
"Im sorry, but I am still not receiving an authorization for this credit card. Do you have another credit card that you could use?" _ (Y,N)
If Yes Go Back To CC Capture
If CC still not authing after info has or hasnt changed Non US West:
"Im sorry but I am still not receiving an authorization on your credit card. You can still call one nine, zero, zero 896-3043. The first three minutes of the call are free, optional additional minutes are $4.99 each. You must be 18, for entertainment purposes only. We are sponsored by Oshun 5 Communications, Fort Lauderdale Florida, have a great reading." HIT ENTER TO LOG CALL AS ORDER
If CC still not authing after info has or hasnt changed US West:
We now have a toll free number where you can pay with a check-by-phone to purchase blocks of psychic time. Please go ahead and call 1-800-825-3733. This call is totally free. The number again is 1-800-825-3733. _______, just to make sure that I have given you that number correctly, can you please repeat it back to me?
If No:
"Would you prefer to use our check by phone option that offers special low rates?" _ (Y,N)
If Yes To Check By Phone Option:
"Simply call 1-800-825-3733. Could you please repeat that number back to me? (PAUSE) Great! Thanks for calling."
If No Check By Phone Non US West:
"No problem, you can still call one nine, zero, zero 896-3043. The first three minutes of the call is free, optional additional minutes are $4.99 each. You must be 18, for entertainment purposes only. We are sponsored by Oshun 5 Communications, Fort Lauderdale Florida, have a great reading." HIT ENTER TO LOG CALL AS ORDER
If No Check By Phone US West:
Thank you for calling, goodbye. HIT ENTER TO LOG CALL AS ORDER
Data Transfer Successful CLUB (To Wic):
"I want to confirm that you have ordered XXXX of time for $XXX. You will be billed by Personal Tarot Card Reading on your credit card."
"O.k., thank you for very much for your patience _____. Please write down the following information, Your Pin number is _____. Your toll free access number for your 30 minutes of psychic time is 1-800-851-5387. When you have less than one minute left on your call, You Will Hear AN OPTION That Will prompt you to press 1 on your touch tone phone that will Extend 25 minutes to your reading for $24.95. This will then be billed to your credit card. Remember that your minutes are good for one full year so you dont have to use all your time today.
To be certain that I have given your pin number correctly can you please read it back to me.
To be certain that I have given your toll free access number correctly can you please repeat it back to me.
(IF CORRECT)
Great, please keep both of these numbers in a safe place.
The number to call for your free daily horoscope is 1-800-947-7085. For customer service you can call 1-800-348-9461,.
You can cancel at any time after 15 days. I have activated your time. Would you like me to transfer you to a psychic right now?" _(Y,N)
If Yes:
"Please stay on the line and you will be transferred to a psychic. Have a great reading! Must be at least 18 years of age. For entertainment purposes. Sponsored by Oshun 5 Communications, Ft Lauderdale, Florida. " (HIT RELEASE ON THE PHONE-CALL WILL BE TRANSFERRED TO A PSYCHIC)
If No:
"Thank you for calling, and have a great reading.!"
Must be at least 18 years of age. For entertainment purposes. Sponsored by Oshun 5 Communications, Ft. Lauderdale Florida."
Data Transfer Not Successful (To Wic):
"O.k., thank you for very much for your patience _____. Your Pin number is _____. We are not able to activate your PIN number until tomorrow. Please write the following 800 number down to access your time. 1-800-851-5387. When you have less than one minute left on your call, you will hear a message that will prompt you to press 1 on your touch-tone phone that will extend your reading for an additional 25 minutes at a reduced rate of only $24.95 and you may speak to the very same psychic. The additional charge will then be billed to your credit card. Remember that your minutes are good for one full year so you dont have to use all your time today.
To be certain that I have given your pin number correctly can you please read it back to me.
To be certain that you have the 800 phone number that you will use to access your time, can you please repeat it back to me.
If you would like to access your account balance, the number to call is 1-800-851-5387. The number to call for your free daily horoscope is 1-800-947-7085. Remember, if you are put on hold, if the psychic tells you that your time is free or if you are not happy with your psychic, please hang up and call this number again. Again, your PIN number will be activated tomorrow."
"Thank you for calling, and have a great reading!"
Must be at least 18 years of age. For entertainment purposes. Sponsored by Oshun 5 Communications, Ft. Lauderdale Florida."
Documented inquiry script
_ ENTER SELECTION (PRESS <ENTER> TO LOG CALL)
1 = WRONG NUMBER
2 = CALLER DECIDED THEY ARE NOT INTERESTED
3 = CALLER UNDER 18 YEARS OF AGE
4 = 900 BLOCK ON PHONE
5 = AUTH FACILITY DOWN
6 = PRANK CALLER
7 = WANTS TO BE TAKEN OFF MAILING LIST
8 = ANGRY ABOUT OUTBOUND TELEMARKETER/TAKE OFF CALLER LIST
9 = WANTS TO TAKEN OFF MAILING LIST AND CALLING LIST
10 = OTHER
Customer Service Script
NATURE OF CONCERN: _ (ENTER SELECTION)
1. CALLER ORDERED PSYCHIC TIME BY CREDIT CARD-HAS QUESTIONS REGARDING PIN NUMBER, WAS PUT ON HOLD AND WANTS A CREDIT, NOT SATISFIED WITH READING, STOLEN PIN NUMBER.
2. CALLER HAS ISSUES REGARDING PSYCHIC READING BILLED TO THEIR PHONE OR OTHER CUSTOMER SERVICE.
REFER CALLER TO:
1-800-348-9461 M-Sun 24 hours a day
REFER CALLER TO:
FOR CUSTOMER SERVICE, REFER CALLER TO:
Mind and Spirit
Customer Service
1007 N Federal Highway
Suite 272
Fort Lauderdale, FL 33304
or
1-800-469-5876
|
