Helping our clients improve their quality of life with a support animal
Helping our clients improve their quality of life with a support animal
PSD Script: Needs A Diagnosis to Be Eligible [#2]- 12.31.25
[ If they don’t fly, skip the paragraph below and proceed to
the second paragraph ]
Based on the change in January 2021, by the Department of
Transportation, you can no longer fly with your dog in the cabin for free
unless your dog is a service animal. If your dog is not a service animal, they
now require your dog to be stowed in cargo alone and you have
to pay a fee for them to travel each way. So the solution to
this is to train [Dog’s name] to be your PSD.
To be eligible to train your dog as a PSD, you must have a
diagnosis from a mental health provider there in [Customer’s State].
This is where we come in. We have a
nationwide network of providers that do these consultations right over the
phone, it’s known as teletherapy. They
will reach out to you in the next 24 hours and once you receive your diagnosis,
you can then begin training [Dog’s name] to be your PSD.
[OH
/ IN / WA Customers ONLY: And
since you’re in Ohio // Indiana // Washington, your consultation is a video
consultation. Once we have you
scheduled, your provider will send you a link with the date and time.]
Most of my clients are suffering
from some sort of stress or anxiety. Without going into detail, do you have
anything like that to talk to the mental health provider about?
[ If YES > continue with this script below ]
[ If NO > pitch
ESA Registration in Gold ESA Pack ]
So let me give you some
background information on all of this: A service dog performs a specific
task related to its owner's physical disability. A psychiatric service dog performs a
specific task related to its owner’s emotional or mental disability
but BOTH are protected and recognized under the Americans with Disabilities
Act. This means that a fully trained PSD
can go anywhere with you in public - like the
grocery store, restaurants, and shopping malls. They also can live with you in
any housing situation, fly with you in the cabin of the airplane for free and
stay in hotels and Airbnbs without paying any pet
deposits or extra fees.
So
we have partnered with Dog Academy, a certified dog training school that has
simplified the process to allow almost anyone to train their dog to become
their PSD in the comfort of their own home without having to send them off to an uncomfortable
environment with a complete stranger.
Now the training course is a very simple yet effective
program. It includes 8 lessons that offer clear direction and short videos.
You’ll use positive reinforcement to teach [Dog’s name] to obey your commands, recognize
your voice inflection, and ultimately intervene at the onset of any episode you
may experience. Some examples of tasks they can be trained to do are retrieval
of medications, and Tactile Stimulation like licking, nudging and leaning, or
keeping you calm in public settings. The
program comes with access to the Dog Academy instructors via email, chat or
phone. These instructors will manually grade your lessons and provide any
feedback or support you may need. There are no time restraints so you can take
as much or as little time as you need and once trained, [Dog’s name]
will be your PSD for the rest of their lifetime. There will never be any re-training or
recertification needed as long as they can perform
their task for you!
So [Customer’s Name], I don’t know if you have ever looked into service animal training
for your dog but the average cost can be thousands of
dollars, upwards of $20,000 for specialized training. So
the cost of the diagnosis consultation is normally one hundred and seventy nine dollars plus the training course retails for
five hundred dollars. But right now,
we’re offering special bundle pricing for both with a 30% discount, bringing
the total down to just $469.98. What
you’ll be receiving today is your consultation diagnosis with a licensed Mental
Health provider there in [Customer’s State], unlimited access to the
online training course website, the 8 training modules and videos, your access
to the DA instructors, a training clicker and our ongoing legal support should
you need it. Upon completion of the training and passing the Public Access
Test, you’ll receive a digital copy of the certificate of completion from Dog
Academy showing [Dog’s name] is trained as your PSD.
So to get you
set up I just need to verify the information I have is correct and we can have
you accessing the training by as early as this time
tomorrow.
[Do not pause or ask if they want to move forward: Assume the sale while smoothly moving to OPs
to begin creating the profile…]
I have your name as [Customer’s name]... is that correct? And what is
the best email for us to send your diagnosis to? And the best phone number for the mental
health professional to reach you for your diagnosis consultation? And may I get your date of birth please? And the city and state that you currently
live in? Great, now let’s just set up
the profile for [Dog’s Name] ….
[ Build / Verify Customer Profile > Create Service Animal
profile for dog >
Place PSA
Diagnosis [204] + PSA Training Course [247] + Training Clicker (FREE) [219]
in cart >
Select “Diagnosis Only/PSA” Radio Button >
Confirm Single or Multiple ]
[
If Customer says “It’s too expensive // I can’t afford it”: ]
Let me place you on a brief hold to talk to my supervisor
and see what I can do to help you out! (Hold for
ELEVEN SECONDS and return to the call) Great
news!! My supervisor has authorized a one-time $50 discount if you purchase
right now making it just $299 for that Training Course -. So let’s get you
started.
[Please
apply 50off coupon from coupon bar for discount]
“Before we wrap up, Let me
quickly share something most pet parents really Appreciate."
“Would you like an easy way to save money and make caring
for [Pet’s Name] even simpler?
Pause for Yes
“Great”
Let me take a moment to tell you about our Pharmacy Saving Program - It's
Designed to help you save immediately and never worry about running out of what
[Pet’s Name] needs.
Because of today’s purchase, you qualify for an instant
10% off almost any product on your first pharmacy order - or 10% off most AutoShip orders, which means ongoing savings on items
you’re already buying.
“Did you know that over 50% of pets take prescription medications, and about a
third take supplements?” Pause
“That means chances are high that [Pet’s Name]currently needs or will need
something regularly. In fact, veterinarians recommend monthly flea and tick
prevention for all pets including indoor - only pets.”
Wouldn’t it be nice to save every single time?” Pause
With our pharmacy, thousands of medications and
supplements can be
delivered right to your door, Automatically, and at a discount. No last- minute
trips. No missed doses. No Stress.
And the best part?
We consistently offer some of the lowest prices available, and when you combine
that with your 10% savings, it's a win every time.
“Does Convenience like that sound helpful for you?” Pause
for a yes
Perfect. You’ll receive a quick email with all the details, or you can simply
click the Pharmacy button on the home screen anytime.
When you’re ready to check out, just enter the code CALL10 to get 10%, or set
up AutoShip and save 10% every month automatically -
on products you’re already using.
It really is that simple:
Convenience
Savings
Peace of mind knowing [Pet’s Name] never misses a dose
“Let’s make sure you get that savings—just remember CALL10
at checkout or AutoShip for the best value.”
___________________________________________________________________________
ANY upsell being sold
without the PSD training attached to the order must be asked the
following two questions to verify the dog is trained as a service dog:
QUESTION 1:
Is
your dog required because of a disability? [Answer MUST be YES!]
QUESTION
2:
What
work or task has your dog been trained to perform? [MUST be a
SPECIFIC work or task]
If you
are unsure as to whether or not to proceed, please
reach out to your Team Lead or Team Lead Assist for assistance
___________________________________________________________________________
SA UPSELLS
So I
have you both set up in our system and I have placed
that diagnosis, certified training course and free clicker in your cart. The next thing I want to discuss with you is incredibly
important, which is identifying [Dog’s name] as your PSD. Do you currently have anything
that outwardly identifies him/her as your Psychiatric Service Dog?
So this identification will function in the same manner as for
any other service dog. Have you ever
seen a service dog in public? How did
you know they were a service dog?
Exactly, seeing that uniform prompted you to give them space and respect
their role and it will do the same for you.
To help with this, we have created some packages that include everything
you need to identify and document [Dog’s name] as your psychiatric
service dog. This Gold package option is
only available through me and the pricing is better
than anything you’ll find on our website.
Service Animal Gold (Identification + Documentation): [Vest:330 / Bandana: 332]
This
comes with:
A Service Animal registration, providing you and [Dog’s name] with an SA registration number and inclusion in our national database, certificate and ID card in both digital and hard copy format
Your choice of a Service Animal Vest or Bandana
The vest includes both Service Animal and In training patches
A leash and collar, both embroidered with Service Animal
And a Service Animal collar tag
This
package equips you with everything you need going forward. The retail price is $259.98, but today with
your PSD training, I can offer you 50% off
and get it to you for just $129.99. What color vest or bandana would you prefer
for [Dog’s name]…Red,
Pink, or Camo? [get answer]
And would you prefer the vest or bandana for [Pet’s name]?
[ If sold, return to OPS > Add
Package to cart > Request customer measure animal > Check sizing chart
> Select sizing / color options > Proceed below to VIP
ELITE PROGRAM ]
If the customer
declines or objects, move to Silver Identification or Documentation
:
If
you don’t mind, because this is so important, let me quickly introduce our most
budget friendly option. This option is called the Service Animal
Silver Pack.
This
comes with:
Your choice of the SA vest or bandana
And again with the vest you get both sets of patches
You get the matching Service Animal leash and collar
Along with that SA collar tag
This
option has all of the main identifiers you’ll need
when out in public. Normally, it retails for
$179.96. However, with your PSD training, I’m allowed
to offer a 50% discount as well, which makes it just $89.99 today. The vest and bandana come in sizes from
x-small to x-large, would a [size option] be the best or do you
think a [size option] would be better for [Dog’s name]? [ get answer] And
would you prefer the vest or bandana for [Pet’s name]?
[ If sold, return to OPS > Add
Package to cart > Request customer measure animal > Check sizing chart
> Select sizing / color options > Proceed below to VIP
ELITE PROGRAM ]
Service Animal Silver (Documentation): [337]
This
comes with:
Your Service Animal registration and SA number with certificate and ID card in both digital and hard copies
As well as an embroidered SA collar and collar tag
This
option has all of the main identifiers you’ll need
when out in public. Normally, it retails for
$179.96. However, with the PSD training, I’m allowed
to offer a 50% discount as well, which makes it just $89.99 today. The collar comes in a range of sizes, would
a [size option]
be the best or do you think a [size option] would be better for [Dog’s name]?
[ If sold, return to OPS > Add
Package to cart > Request customer measure animal > Check sizing chart
> Select sizing / color options > Proceed below to VIP
ELITE PROGRAM ]
If
the customer declines or objects, move to Bronze
Identification or Documentation :
I understand, I’d feel bad if I
didn’t at least try and help you get the most important item(s) for [Dog’s
name].
The
most important part of identifying a service animal is the vest or bandana. If
you at least have one of these, it will make things much easier for you. I can offer just the vest for $59.99 today or
the bandana for just $29.99. Which would
you prefer for [Dog’s name]?
[ If sold, return to OPS > Add
Package to cart > Request customer measure animal > Check sizing chart
> Select sizing / color options > Proceed below to VIP
ELITE PROGRAM ]
Service Animal Bronze (Documentation): [340]
For
documentation purposes, I can provide the SA ID card, an SA collar and collar
tag for just $39.99 today and I can get that collar in red or pink or camo. Which would you
prefer for [Dog’s name]?
[ If sold, return to OPS > Add
Package to cart > Request customer measure animal > Check sizing chart
> Select sizing / color options > Proceed below to VIP
ELITE PROGRAM ]
If
the customer still says no to either of these options:
Not a problem. Should you ever change your mind, you can
always find some of these items online in our store.
VIP ELITE PROGRAM: [For 1 [393]
// For 2 [394]
// For 3 [395] ]
And finally, your order qualifies for
our VIP Elite program! For only $24.99
per month [ Read only for
multiple animals: and $5.00 for each additional pet, up to 3 ], you will unlock immediate savings of at least
$450.00, so it literally pays for itself!
The best part is the first 30 days are on us, try it out and if like
most of our customers, you decide to keep it, it's only $24.99 / $29.99 / $34.99
per month charged to your preferred payment method.
Your Elite membership
includes:
Free diagnosis renewal with free document and uniform replacement if needed and we will remind you when the time comes. This alone is a $215 value.
Save $115 each year with Pumpkin, our wellness partner. This plan includes $75 for wellness exams and $40 for vaccines. Just visit your vet, submit a claim in the Pumpkin portal and get reimbursed within a couple days. It's that simple! Your email activation will come in about 30 days and from there you can continue [Pets Name] wellness journey with less out of pocket cost concerns!
Special VIP pricing at our online pharmacy which is typically 10% cheaper than the major online pet pharmacies and as a further incentive, offers 10% off of auto-ship for many of the most commonly used products.
24/7 Televet - $100+ value if it saves even one vet visit!
Access to most Dog Academy online courses and video library which includes hundreds of videos and dozens of courses that normally sell for hundreds of dollars individually!
$20 credit towards an in-person or online dog training session at Dog Academy
10% off of any purchase you make on our site
We’ll also engrave a personalized collar tag for [Pet’s name] with your phone number - is the number on your account okay for the tag? Great, let’s verify your shipping address!
Limit of 2 free tags per household; additional tags are $9.99 each [345]
[ Add to cart: For 1 Animal [393] // For 2 [394]
//
For 3 [395] > Select Tag Size > Assign VIP (to dog if possible!) ]
Only
if the customer declines, proceed to ESA VIP Program:
I completely understand! A few clients do
start with the Basic VIP just to get a feel for it, so you’ll still get the
first 30 days on us and if you decide to keep it, it’s only $19.99 per month
charged to your preferred payment method.
It includes:
SA VIP PROGRAM [369]
Unlimited and immediate access to 24 / 7 TeleVet services and exclusive discounts with over 50 Pet Partners.
Offers live chats and one on one video sessions with a veterinary professional
Wide selection of toys, supplies and treats custom tailored for [Pet’s name] needs
High quality pet foods, supplements and wellness plans for all ages, breeds and sizes
World’s largest network of 5-star pet sitters and dog walkers
[If an Upsell was purchased] You get FREE document and product replacements
10% off any future purchases
Direct line for priority assistance with our VIP customer care line
Immediate access to Basic Obedience course from Dog Academy
We’ll also engrave a personalized collar tag for [Pet’s name] with your phone number - is the number on your account okay for the tag? Great, let’s verify your shipping address!
[ Limit of 2 free tags per household; additional tags are $9.99 each [345] ]
[ Add [369] to cart > Select Tag Size > Make sure they
know this is a recurring monthly charge! ]
SHIPPING
And what is the address we ship this to? [ Verify, Verify,
Verify! ]
And
the billing address - is it the same as your shipping address?
[Click
Verify / Save > toggle radio button IF address is correct!]
Great. Products ship within 24 hours Monday thru Friday! Please keep in mind that shipping can take
anywhere from 10 - 15 business days. If
for any reason you don't receive your purchase by this time, please feel free
to give us a call back.
PET
PARTNERS: Lemonade Insurance [ For Customers with Dogs + Cats Only ]
As one of our
customers, you now have access to a free, no obligation
quote for pet insurance. Just to give
you an idea, pet insurance can help with vet visits, accidents or emergency care. Would you like me to send a little more information to your email about
this?
[ Select appropriate Yes or No for all affiliates but WAIT to click
red “Submit Affiliate Lead” ]
RECAP
Click Refresh + Scroll Up in
OPS and Check
the Cart Line by Line!
So [Customer’s Name], let me just give you a quick
recap of your order! Today you are
receiving:
Your Consultation for a diagnosis with your Mental Health Provider
Your Certified PSD Training Course
Free training clicker
Our ongoing legal support
[Dog’s Name] PSD certificate upon completion of training and passing the Public Access Test plus the
If Purchased: [Gold / Silver / Bronze] package for [Dog’s Name]
If Purchased: And your VIP membership with all of the benefits we spoke about, which includes your first month free today!
So your total comes to just $______
And the numbers on
your card when you’re ready? [Enter CC
info]
And I just need your
authorization for this $____ charge for you and [Dog’s Name]? Thank you!
[
Click both “Submit Affiliate Lead”+ “Place Order”]
HIPAA
Ok, [Customer’s name], I’m going to take a few
moments to assign your Mental Health Provider to you for your diagnosis
consultation. This will take just a few
clicks of my computer so bear with me just a moment - I want to make sure we
move you in with the right provider today.
[ Go to STATE SHEET and RESEARCH OPS: compare MHP SCHEDULE on
State Sheet with order of MHPs in their state in Research OPS: assign the next
MHP in proper rotation and SEND THE HIPAA ]
Ok, [Customer’s name] our last step is to get your ok for the HIPAA consent form so that our health care
professionals have your approval to discuss your health and then we’ll get you
into their waiting room for that diagnosis.
After you sign your HIPAA, you will be automatically directed to
complete a secure, online assessment. We
encourage you to complete this prior to your consultation. So I have just
emailed that HIPAA form over to you and I just need your e-signature
so I’ll stay on the line with you while you sign. Just let me know when you’ve found it
and I can guide you through it: Just click ‘I Agree” and this loads the
form; scroll down to the bottom and place your name in the box just as it
appears and then click “I Agree” and when you get the green “Thank You” and see
that assessment let me know so I can check to see we got it back!
[IF CUSTOMER CANNOT FIND HIPAA, FOLLOW TROUBLESHOOTING
GUIDELINES. ]
[
Confirm consent is obtained by checking “Patients” in OPS > Status: moved to “Waiting” >
proceed to Waiting Room ]
If
MHP is unavailable to schedule:
Alright [Customer’s name], the final step is signing your
HIPAA consent form so our healthcare professionals can speak with you regarding
your health. Our team will be reaching
out multiple times within the next 24 hours via text, email and phone to assist
with this process. Do we have your
permission to follow up using these methods?
If YES: include Consent to Assign MHP Channel
If NO: Clarify preferred method of communication in Assign
MHP Channel
WAITING ROOM
Thank you! So [Customer’s
Name], let me give you your order number: it is _______. You are now in [ Mr.
/ Ms. MHP’s Name ]
virtual waiting room. They will be calling you a maximum of 3 times within the
next 24 hours. Please be sure to answer
any number you are not familiar with as they may call from a blocked or private
number to protect their privacy. So if you do have a spam blocker on your phone, please turn
it off until you do speak with the mental health professional. After your
consultation, your diagnosis will be emailed to you within the hour. You’ll also be receiving two
emails from us; one will arrive shortly with all of
your order details. The second should
arrive within the next 24 hours and will contain your access code to the online training. If you ever need anything, just give us a
call, provide your order number and we can quickly help you. We’re open 7 days a week so feel free to
reach out should you have any questions. And we also have an online chat option
as well.
WAITING ROOM: For OHIO // INDIANA // WASHINGTON CUSTOMERS:
Thank you! So [Customer’s Name], let me give you your
order number: it is ______. You are now
in [ Mr. /
Ms. MHP’s Name ]
virtual waiting room. They will be emailing your link to schedule your first
video session. Upon approval, your
diagnosis will be emailed to you within the hour. You’ll also be receiving two emails from us; one will
arrive shortly with all of your order details. The second should arrive within the next 24
hours and will contain your access code to the online training. If you ever need anything, just give us a
call, provide your order number and we can quickly help you. We’re open 7 days a week so feel free to
reach out should you have any questions. And we also have an online chat option
as well. Do you have any questions for
me at all?
If the client purchased the registration or an ID in a
package and need to send photo of animal[s]:
So all we need is your favorite photo
of [Pet’s Name] for your Registration’s ID card. Please text that to 985.205.1969 and include
your Order Number, your name and [Pet’s Name]. Once we receive that photo, you can expect
those digitals to be emailed by tomorrow at the very latest.
If the client is a VIP:
And let me give you
that VIP concierge line number in case you ever need anything at all: it is
985.323.4780!
CLOSE CALL
So [Customer’s Name], could you do me a favor
please? If you wouldn’t mind, could you
go to our website when we’re done, at usserviceanimals.org, and leave me a
quick 5 star review down in the trustpilot
section? Just talk about the service you
received and again, my name is [Your name]. I really appreciate that, thank you!
So on behalf of the US Service Animals
family, thank you for the opportunity to serve you and [Dog’s name] and
I hope you have a great rest of your day!