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Screened Call Script

Hi, may I please speak with [Customers Name]? This is [Your Name] and I’m a client advisor with US Service Animals. I saw that you were recently on our website and purchased that ESA Housing Consultation and I am calling to assist you with getting set up with a provider today.  I just want to let you know that this call may be recorded for quality assurance purposes and confirm that you are over the age of 18?  Perfect!

So before I schedule your consultation I just need to explain our process.  If you’re approved, you’ll immediately gain one very specific right which is for housing and it is protected by federal law.

Under the Fair Housing Act, your landlord or property manager cannot discriminate against you even if they have a no pet policy. They cannot charge you pet deposits, additional rent, or impose any breed or weight restrictions on you, regardless of what’s in your rental agreement.  

The great news is that we have an internal network already built out with mental health providers that guarantees the documentation you receive is written in accordance with the Fair Housing Act. This session is conducted through teletherapy over the phone for your convenience and if you are approved, based on your criteria, then the letter will be available to you within 24 hours.

[ IN // OH // WA Customers ONLY: ] And since you’re in [Select Customer’s State], your consultation is a video consultation.  Once we have you scheduled, your provider will send you a link with the date and time.

[For CA // LA // AR // IA // MT Residents: ]  So [ Client’s State] law requires that a licensed mental health professional establishes a client - provider relationship with the individual for at least 30 days prior to prescribing an ESA letter.  This requires two sessions with the provider and requires us to wait thirty days before sending any documentation stating that you’ve been approved.  Since you’re in  [ Client’s State ], this law applies to you. Upon approval and completion of these requirements, your letter will then be available to you immediately.

What sets US Service Animals apart is we are the ONLY company in our field founded by attorneys so you can trust your letter will meet all of the required federal guidelines and our legal support team can help you if anyone ever tries to violate your rights.  And if your landlord requires any additional forms to be completed we provide that service as well.

ESA UPSELLS:

Alright, so you have already purchased that consultation with your self order online. The next thing I want to discuss with you is incredibly important, which is identifying [Pet’s name] as your ESA.  Do you currently have anything that outwardly identifies him/her as your ESA?

So this identification will function in the same manner as for any other working animal.  Have you ever seen a working animal in public?   How did you know they were a working animal?  Exactly, seeing that uniform prompted you to give them space and respect their role and it will do the same thing for you.  To help with this, we have created some packages that include everything you’ll need to identify and document [Pet’s name] as your emotional support animal.  This Gold package option is only available through me and the pricing is better than anything you’ll find on our website.

ESA Gold Package (Identification + Documentation):   Vest: 34 / Bandana: 36 ]

This comes with:

• An ESA registration, providing you and [Pet’s name] with an ESA registration number and inclusion in our national database, which includes the certificate and ID card in both digital and hard copy format
• Your choice of an ESA vest or bandana
• The vest includes both ESA and Do Not Pet patches
• A leash and collar, both embroidered with Emotional Support Animal
• And an ESA collar tag
• [ Only if ESA is a DOG ]  As a further thank you for your Gold order today, we are sending you a $20 off promotion for our sister company, Dog Academy. This gives you $20.00 off of any additional training course for [Dog’s name] and is a wonderful way to introduce new concepts to your dog.

So this package equips you with everything you need going forward.  The retail price is $259.98, but today with your initial consultation and prescription letter,  I can offer you 50% off and get it to you for just $129.99.  What color vest or bandana would you prefer for [Pet’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: 34 / Bandana: 36 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > Proceed to ESA 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 ESA Silver Pack.

ESA Silver Package (Identification):  [ Vest: 37 / Bandana: 50 ]

This comes with:

• Your choice of the ESA vest or bandana
• And again with the vest you get both sets of patches
• You get the matching ESA leash and collar
• Along with that ESA collar tag
• And a collapsible travel bowl

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 initial consultation and prescription letter,  I’m allowed to offer a  50% discount as well, which makes it just $99.95 today.   The vest and bandana come in a range of sizes, would a [size option] be the best or do you think a [size option] would be better for [Pet’s name]?   [ get answer]  And would you prefer the vest or bandana for [Pet’s name]?

[If sold, return to IPPY > Add Package [ Vest: 37 / Bandana: 50 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > Proceed to ESA VIP ELITE PROGRAM ]

ESA Silver Package (Documentation):  [ 51 ]

This comes with:

• Your ESA registration and ESA number, certificate and ID with both digital and hard copies
• As well as an embroidered ESA collar and collar tag
• And a collapsible travel bowl

This includes all of the additional documentation you’ll need.  This is normally priced at two hundred dollars but with your initial consultation and prescription letter I’m allowed to discount this 50%, making it just $99.95 today.  The collar comes in sizes from x-small to large, would a [size option] be the best or do you think a [size option] would be better for [Pet’s name]?

[If sold, return to IPPY > Add Package [ 51 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > Proceed to ESA 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 [Pet’s name].  

ESA Bronze Package (Identification):  [ Vest: 4  / Bandana: 35 ]

The most important part of identifying a working 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 [Pet’s name]?

[If sold, return to IPPY > Add Package [ Vest: 4  / Bandana: 35 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > Proceed to ESA VIP ELITE PROGRAM ]

ESA Bronze Package (Documentation):  [ 49 ]

For documentation purposes, I can provide the ESA ID card, an ESA collar and collar tag for just $39.99 today and you can get that collar in red or pink or camo.  Which would you prefer for [Pet’s name]?

[If sold, return to IPPY > Add Package [ 49 ] to cart > Select Animal > Click “Continue” > Request customer measure animal > Check sizing chart > Select sizing / color options > Click “Add to Cart”  > Proceed to ESA 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 or give us a call back and ask for me.

ESA VIP ELITE PROGRAM:  [ For 1  [113]  // For 2  [116]  // For 3  [117] ]

"As you know, [Pet's name]'s ESA letter is required to be renewed every year. I want to tell you how you can get next year's renewal completely free!

Your order qualifies for our VIP Elite program with a free trial starting today! You will not be billed for 7 days but your rewards totaling at least $450 unlock as soon as we finish this call. You heard me right,  [Pet's name]'s benefits start today and your membership includes:

●     Free ESA letter renewal after 11 months of participation in the Elite program, with free document and uniform replacement if needed — we'll remind you when the time comes. This alone is a $215 value.

●     Save $115 each year with our own Wellness Plan. This plan includes $75 for wellness exams and $40 for vaccines. Just visit your vet, submit a claim in your portal, and get reimbursed within a couple of days. It's that simple! Your email activation will come on [date, 30 days out], and from there you can start [Pet's name]'s wellness journey with less out-of-pocket cost to worry about.

●      Lost Pet Recovery registration, 24 hours a day, 363 days a year, with US representatives ready to assist you — a $115 value, active starting today.

●      Special VIP pricing at our online pharmacy, pharmacy.usserviceanimals.org, typically 10% cheaper than the major online pet pharmacies, plus an extra 10% off auto-ship for many of the most commonly used products.

●       24/7 Televet — a $100+ value if it saves even one vet visit!

●      Access to most Dog Academy online courses and video library, with hundreds of videos and dozens of courses that normally sell for hundreds of dollars individually.

●    A $100 credit toward your Trained For Life Program with our sister company, Dog Academy.

●       10% off 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?

You can enjoy most benefits in that first week at no risk and, if like most of our clients, you choose to keep the plan, we will bill at just $26.99 monthly (+5 for each additional pet) on (date, 7 days out)

We will of course remind you when it is time for your FREE letter renewal.

Let’s go ahead and start your VIP Elite savings today!  (wait for an affirmative response)

[ Add VIP Elite - ESA option to cart: For 1 Animal [113]  // For 2 [116]  // For 3 [117] >  Select ESA Training 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” ]

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.  Watch your email for your free quote offer.

[ Click for all appropriate Pet Partners options. ]

BILLING + 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:

Scroll up to itemize the Cart Line by Line with your customer:

So [Customer’s Name] let me just give you a quick recap of your order.  Today you are receiving:

• Your Teletherapy consultation
• Your ESA prescription letter written to federal guidelines pending provider approval
• Our ongoing legal support which you have purchased already.
• If Purchased: And [Pet’s Name] [ Gold / Silver / Bronze ] package  
• If Purchased: And your VIP membership with all of the benefits we spoke about, which includes that 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 [Pet’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 Teletherapy Service Agreement ]

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.

TELETHERAPY SERVICE AGREEMENT:

Ok, [Customer’s name], I’m going to take a few moments to assign your Mental Health Provider to you for your 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.

Click red “Create Patient Case” button > select state > timezone > confirm DOB > check if minor > select preferred language > select housing type > select day and window > click “Submit”

Ok, [Customer’s name] our last step is to get your ok for the Teletherapy Service Agreement 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 Teletherapy Service Agreement, 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 Teletherapy Service Agreement  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 CAN’T FIND HIPAA, FOLLOW TROUBLESHOOTING GUIDELINES. ]

[ Confirm consent is obtained by verifying Customer can see the assessment after signing the Teletherapy Agreement >  proceed to Waiting Room ]

WAITING ROOM

Thank you! So [Customer’s Name], let me give you your order numbers: your online order is _____ and this package order 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. Upon approval, your letter will be available to you within the hour.  In the event your landlord needs additional forms to be filled out, these can easily be purchased on our website through your account and if you have any issues, please feel free to call back and we will be happy to assist.  Do you have any other questions for me?

WAITING ROOM:  For OHIO // INDIANA // WASHINGTON CUSTOMERS:

Thank you! So [Customer’s Name], let me give you your order numbers: your online order is ______and this package order 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 letter will be available to you within the hour. In the event your landlord needs additional forms to be filled out, these can easily be purchased on our website through your account and if you have any issues, please feel free to call back and we will be happy to assist.  Do you have any other questions for me? ]

WAITING ROOM: For CA // LA // AR // IA // MT CUSTOMERS:

Thank you! So [Customer’s Name], let me give you your order numbers: your online order is _____ and this package order is ____. You are now in the MHP’s virtual waiting room.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.  In the event your landlord needs additional forms to be filled out, these can easily be purchased on our website through your account and if you have any issues, please feel free to call back and we will be happy to assist.  Do you have any other questions for me?

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] 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 they are 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

OK great, you’ll be receiving an email from us shortly with all of your order details.  We are open 7 days a week so feel free to reach out should you have any questions.  We also have an online chat option as well.

Do you have any other questions for me?

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!

On behalf of the US Service Animals family, thank you for the opportunity to serve you and [Pet’s Name] and I hope you have a great rest of your day!