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Renewal Script

Opening

Hello, this is (Agent name) from US Service Animals. Is this (Customer’s name)?

I do need to let you know this call may be recorded for quality assurance purposes. And are you over the age of 18? Perfect.

Good Morning/Afternoon, I’m reaching out today in regards to your (expiring / expired) prescription letter. I’m not sure if you knew this but once the letter expires, you lose the protections associated with the diagnosis you received last year. So I called to get that taken care of for you today.

A couple of things I wanted to remind you about. With this letter renewed, your landlord or property manager cannot discriminate against you, even if they have a no pet policy. You won’t have to worry about pet deposits, additional rent, or breed restrictions either.

Probing- If customer doesn't have a dog on ESA consult, SKIP to consultation

• Before we dive in, I just wanted to ask how has the last year been with (animal’s name) as your emotional support animal?

• How often do you travel a year and find yourself wishing you could bring (animal’s name) with you?

• Whenever you go out of town, is it stressful trying to find someone to watch (animal’s name) for you?

• If yes: Pitch the PSD
• If no: SKIP to the consultation set up

PSD Pitch

If you are interested in hearing more about it, we have a process that helps to train your dog to be a psychiatric service dog and then they are allowed to fly with you for free or go to any public place like the mall, hotel, or air bnbs once their training is completed. The cost for the training is only $349.99 ($249.99 for VIP members) so it isn’t much more than your renewal but it is good for the life of (animal’s name).  This means if you decide to go in this direction, there will no longer be a need for you to renew in the future. Are you interested in hearing more about it?

• If yes: pitch the below
• If no: skip to consultation

In order to get a psychiatric service dog there are two steps. The good news is you have already completed the first which is having a diagnosis. The next step would be to get the training which teaches your dog to perform a specific task related to your diagnosis. Once this is completed, it is recognized under the Americans with Disabilities Act which gives you the benefits of taking (Animal’s name) with you to any public place. The course contains just 8 lessons and once completed, (Animal’s name) will just need to pass the public access test to finish the certification. There are no time restraints on the courses so you can move at your own pace.

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.

I have your name as [Customer’s name]... is that correct? And what is the best email to send this Dog Academy link to?  And the best phone number for our file?  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 Psychiatric Service Dog Training [247] + Training Clicker (FREE) [219] in cart > Proceed to Upsell ]

• If the customer says it is too expensive - offer a $100 discount.

Consultation Set up

Let’s start getting your consultation set up. Please keep in mind this is a very technical letter and to be valid, it must be written by a licensed mental health professional in [Customer’s State] so you can claim this federal right.  [States with Video consults ONLY: And since you’re in WA/OH/IN, your consultation is a video consultation.  Once we have you scheduled, your provider will send you a link with the date and time.]

And if you still meet the criteria and are approved, you can have your letter emailed to you within 24 hours.

Also, with your renewal you will still have access to our ongoing legal support should anyone ever violate your rights.  And if your landlord requires any additional forms to be completed we provide that service as well.   So is the best email for the provider to send your prescription letter still…..?

[ Confirm Customer’s Profile > Confirm Animal Profile[s] > Place Consult / Renewal Letter [105] in Cart > Assign to correct animal > Toggle “Housing” Radio Button > Confirm Single or Multiple > Confirm Animals Requesting ESA Approval > ESA UPSELLS