In-Call DME Script
- Never start your answer with NO (just go along with Cst)
- Use customer's name - Moderate tone - Slow down
# PLEASE FOLLOW IT WORD-BY-WORD #
(How did you get my information?)
Sir/Ma’am, as per the last survey that has been applied in 2021, we got
the medical information for all the seniors who are insured under
Medicare, and might be having some pain in their joints… Just the
way you are..
(Why are you calling me?)
As we mentioned before, we’re calling today to update you with your
annual benefits, as you are entitled to receive them from Medicare by
the end of this year..
(I’m not interested / Take me off of your list / We’re all set /
Is this a sales call?)
We are NOT selling you anything. It’s just a free service call according to
the New National Seniors Program as you are a Medicare holder, Correct!
(I don't have any pain)
I’m NOT talking about the severe pain, like honestly the back support
cannot help in that hard condition, I’m talking about the slight pain that
comes and goes, the usual one we all might feel whenever you do
extra efforts or the weather gets cold… I’m sure you feel it sometimes,
Right!
- Still No Pain
Ohhh, that’s why I can see here that you receive many calls every
day, by different people asking for the same thing, Correct!... Let me
just modify it here in our system so that you will NOT be called again by
anyone.. Just give me one moment please… So you’re saying that you
do not have any pain at all in your back, Correct?!.. Alright I just left a
comment here that you don’t have any pain in your back (Say it as if
you were talking to yourself), how about your Knees if you’re making
some activities at home?... your Ankles if you’re walking for a while?..
your Wrists if you’re washing dishes?.. your Elbows or Shoulders if
you’re moving them around, do they hurt you sometimes?!
(Show empathy)
(Where are you located?)
Our head office is located in Fairfax Virginia. However, we move fast
from state to another in order to cover all the states, as it's a limited
program for Medicare seniors.
(If it’s for free send it.)
It’s covered for you by your Medicare health insurance, as you have part
A and part B active, so there’s nothing paid out of your pocket, even for the
shipping and the handling fees will be all covered as well.
(How much does this brace cost / I don’t believe in
free stuff?)
Sir, the supports are NOT free neither for sale so there is no price list for
them, it’s part of your benefits, as you are a Medicare senior. Then, you are
qualified to get them covered with no delivery fees.
(Already have a doctor…)
Absolutely, just like most of the seniors, they have doctors too, but let
me clarify that this back support will not cause any allergies to your
skin, neither side effects like painkillers and over the counter
medications. However according to the HIPAA law, we can NOT send
you anything unless a Licensed or Primary doctor approves it.
(I don’t need it)
Actually this is your covered benefit through your health insurance that
you already paid for it in the past, and you are entitled to receive it once
each five years.. at least to support your spine in case of sliding,
slipping or even making unusual movements. Also, you don’t have to
wear it all day long, just from 15 to 30 minutes will be enough whenever
you feel the pain.
(I don't give my information out over the phone!!)
- Absolutely, you should be cautious all the time, however you just
need to understand that we are NOT asking you for any personal
information, we’re just confirming your basic information to make
sure that I’m speaking to the primary cardholder, and NO one is
speaking on your behalf… so please confirm your Medicare ID
number from the left to the right with the abbreviations of the letters.
- Actually your Medicare claim number is just your identification number
to identify you on our system, it’s a mixed combination of 11 letters
and numbers that has nothing to do with your personal or financial
information, and I’m sure you know that your old Medicare card got
your social security number on it, which was linked to your financial
information, and that’s why Medicare changed those old cards to
new ones to make everything easier and secured over the phone…
(Pause)
- “Customer’s name” I understand where you’re coming from. However,
we are speaking over an irregular line, so all the calls here are being
monitored and recorded for your own security and quality purposes,
and that’s why it appears on your phone as “unknown number”, so
there’s NO financial or banking information will be discussed over the
phone.. Just whenever you’re ready go ahead and confirm it.
- Ma'am/Sir, I'm pretty sure that whenever you go to a hospital or a
pharmacy you show them your Medicare card, Right!!... Same
procedure here, we only identify you on Medicare, to make sure that
you are totally qualified and eligible for the seniors program and
everything will be covered for you… So nothing to worry about
down here, take your time and confirm the number.
(Someone has taken my information before and I was
scammed, how can I trust you?)
I totally understand, but let me explain that it is NOT just you who has been
scammed before, most of the seniors were scammed too, and I am the one
who’s telling you do NOT ever give your social security number over the
phone to anyone for whatever reasons, however you need to know that the
new Medicare ID number is now related to only your medical benefits.. And
It became easier for all the seniors to receive their annual benefits and be
identified over the phone…take your time and confirm it please..
(If PT Refuses To Give You Sizes)
We’re not even allowed to ask you any personal questions, since we
already have the basic information here. Simply, we’re just adding your
sizes to the system, so that we can send you the right (support) to your
doorstep. So, like roughly, how much do you weigh in pounds and how tall
are you? And what ‘bout your waist size, like your pants size?
