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PSD Script: Needs A Diagnosis to Be Eligible [#2]

[ 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 IPPY 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] ….

[ Complete Customer Module > click “Create / Update Customer” >

Create SA Animal Profile[s] > click “Add Animal” > enter Animal’s Information > click “Create” >

From “Choose Products” Module, place Diagnosis Only [87] in cart > Quantity = 1 > Confirm if Minor > Confirm Preferred Language > Select State the Customer is CURRENTLY IN > Select Housing Type > Select Earliest Consult Date Possible > Select Consult Window > Click “Add to Cart” >

Add PSA Training Course [13] to cart  > Select Quantity > Select Animal > Click “Add to Cart” >

Proceed to  SA Upsells if customer is purchasing the PSD Training Program  ]

______________________________________________________________         ______________

[ 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]

___________________________________________________            _________________________

____________________________________________________             ________________________

 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.

This comes with:

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 IPPY > Add Package [Vest: 57 / Bandana: 58] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > 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:

This option has all of the main identifiers you’ll need when out in public.  Normally, it  retails for two hundred dollars.  However, with your PSD training,  I’m allowed to offer a 50% discount as well, which makes it just $99.95 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 IPPY > Add Package [Vest: 59 / Bandana: 60] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart” > Proceed below to VIP ELITE PROGRAM  ]

This comes with:

This option has all of the main identifiers you’ll need when out in public.  Normally, it retails for two hundred dollars.  However, with the PSD training,  I’m allowed to offer a 50% discount as well, which makes it just $99.95 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 IPPY > Add Package [ 61 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > 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 IPPY > Add Package [ Vest: 25 / Bandana: 53 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart” > Proceed below to VIP ELITE PROGRAM  ]

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 IPPY > Add Package [ 63 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > 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.

SA VIP ELITE PROGRAM:  [For 1  [118]  // For 2  [115]  // For 3  [119] ]

And finally, your order qualifies for our VIP Elite program!  For only $26.99 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 $26.99 / $31.99 / $36.99 per month charged to your preferred payment method.

 Your Elite membership includes:

[ Add VIP Elite - SA option to cart: For 1 Animal [118]  // For 2 [115]  // For 3 [119] >  Select Basic Obedience Course > Select Animal > Click “Continue” > Select Small Tag for Animal 21 pounds and under or Large Tag for Animal over 21 pounds > Click “Add to Cart” > Proceed to  Pet Partners ]

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:   [ 123 ]

[ Add 30 Day Trial Free [123] to cart > Select Basic Obedience Course > Select Animal > Click “Continue” > Select Small Tag for Animal 21 pounds and under or Large Tag for Animal over 21 pounds > Click “Add to Cart” > Proceed to Pet Partners ]

PET PARTNERS: Lemonade Insurance [ For Customers with Dogs and/or 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.  Watch your email for your free quote offer.

[ Click for all appropriate Pet Partners options. ]

SHIPPING: Click red button: “Go to Addresses”

And the billing address for this order?  [ Verify, Verify, Verify! ]

And the shipping address - is it the same as your billing address?

[ If yes, click the “Same as Shipping” box.  If no, complete Shipping address.  Proceed and click “Go to Payment” if there are no hard goods in the cart to be shipped. ]

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.

[ Click “Go to Payment” to see full cart total ]

RECAP:

Click Refresh + Scroll Up in IPPY 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:

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 “Place Order”]

PHARMACY AUTOSHIP OFFER:

Before we move forward, I want to confirm, [Pet’s Name] gets his/her monthly prevention meds from the vet, is that correct?  Wait for Yes or No 

If they respond that the pet does not take any meds >  I understand, watch your email because we are going to send you a 10% off coupon for our pharmacy. That coupon works on your first order and just as exciting, if you set up a recurring order for something like flea/tick medicine you will get 10% off of all of those orders and never worry about running out!  [ Move to HIPAA ]

Any other response >  Well the great news is that our customers actually have access to our Pharmacy Savings Program. It’s designed to help you save money right away and make sure you never have to worry about running out of whatever [Pet’s Name] needs. What I can do is guide you directly to our pharmacy site while we’re on the line together and once we get you set up, you will save 10% on your pharmacy order with us today! Grab the prescription and I will walk you through right now. We will need the vet's name, phone number, address or email address to order.

If NO: [ Customer says they do not have prescription / vet info ] >  No problem! We can certainly talk about supplement options for [Pet’s Name]!

Move to Supplement Guide > Pet Supplement Training

When they confirm they have the prescription >  

  1. Go to https://pharmacy.usserviceanimals.org 
  2. Search for the medication by typing in the name of the medication where you see the magnifying glass at the top right of the screen.
  3. Click on that medication
  4. At the top right, click on the auto-ship box and use the drop down to tell us how often to send the medication. [ Do this as often as needed for each medication ]
  5. Click check out
  6. Complete shipping and billing information  
  7. Search for your vet using name and zip code. If your vet is not listed, don't worry, we can have them added with ease right now! Simply click on “I can't find my clinic” and when prompted, add the clinic name and a contact phone number, address or email address. It is that easy!
  8. Complete payment information using your debit or credit card.

Once complete >  Wonderful! I am so happy to have saved you so much money, time and worry today! Let me get that confirmation number from our pharmacy so I can take the 10% off of your order.

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.  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.  So just let me know when you have found it and I can walk you through it:  So scroll down to the bottom and place your name in the box just as it appears and then click “Next Step” and when you see that Intake Form, let me know so I can check to see we got it back!

[ IF CUSTOMER CANNOT FIND HIPAA IN EMAIL, LOOK FOR TEXT. THEN FOLLOW TROUBLESHOOTING GUIDELINES. ]

[ Confirm consent is obtained by confirming the third green check mark has appeared on your IPPY screen. Confirm customer can see the Intake Form  >  proceed to Waiting Room ]
         

WAITING ROOM:

Click “View Order” for customer’s order number:

Thank you!  So [Customer’s Name], let me give you your order number: it is _______.  You are now in the MHP’s 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 available 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:

Click “View Order” for customer’s order number:

Thank you! So [Customer’s Name], let me give you your order number: it is ______.  You are now in   the MHP’s virtual waiting room. They will be emailing your link to schedule your first video session.  Upon approval, your diagnosis will be available 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 ID card and needs to submit photo[s] of their animal[s]:

So all we need is your favorite photo of [Pet’s Name] uploaded to your portal for your Registration’s ID card.  Please check your email for those instructions and once we receive that photo, you can expect those digitals to be available in your portal 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!