Verbal Disclosure Statements for Equifax Products

SECTION 1: MAKING A SALE AFTER HANDLING A DISPUTE

• Purchases product after handling a dispute.

SECTION2: VANTAGESCORE CREDIT SCORE VERBAL DISCLOSURES

SECTION 3: SALES OF EQUIFAX PRODUCTS VERBAL DISCLOSURE

• Purchases Transactional Products
• Purchases Monthly Subscription Products
• Purchases Annual Subscription Products
• Avail Equifax Core Credit

SECTION 4: EQUIFAX PRODUCT EXCHANGE VERBAL DISCLOSURE

• Upgrading/Downgrading Equifax Product

SECTION 5: SAVES FOR EQUIFAX PURCHASES/ORDER VERBAL DISCLOSURE

• Save -Education only
• Saves - save offer (50% discount on monthly Subscription) - save credit (free one month of service) note: Only applicable for the products consumer currently have

SECTION 6: TRIAL VERBAL DISCLOSURE

SECTION7: EQUIFAX PRODUCTS AND PROCESS CANCELLATION VERBAL DISCLOSURE

• Purchases breach customers

SECTION 8: SPECIALTY PRODUCT VERBAL DISCLOSURE

Cancelling For Deceased Consumer

• Warm transfer any request for deceased consumer to a Tier 3 agent for handling

KB search key words- Deceased Consumers: Essential Knowledge

INTRODUCTION TO PRODUCT EXCHANGE

UPGRADE

• An exchange for a product that is more expensive is an upgrade.

DOWNGRADE

• An exchange for a product that is of a lower cost or free is a downgrade.
• Product downgrades do not go into effect immediately.
• Customers will not be given a prorated refund.

PRODUCT EXCHANGE FO R MILITARY PERSONNEL

• When an existing customer with a paid product states that they are in the military, National guard, or Reserve, you should:

1. Offer Equifax Credit Watch Gold for Active-Duty Military, a free product for military personnel.

• If the customer decides to switch to Equifax Credit Watch Gold for Active-Duty Military, and they were not previously offered the free product you should:

1. Give the customer a free refund for the length of time they paid for their original product
2. The customer's paid product must be immediately cancelled
3. The free product should be ordered.

Equifax Credit Watch Gold for Active-Duty Military Features.

• Credit Report Monitoring with Alert
• Automatic Fraud Alert
• ID Theft insurance - up to $25,000.

RETENTION

• Is the process of engaging existing customers to continue by buying products from Equifax instead of cancelling. Retention offers are also known as " saves".

HOW MANY SAVE ATTEMPTS SHOULD YOU PRESENT

KB search key words- Sales: Save (Retention) offer matrix

1. Make a first save attempt - include educating the customer on the value and feature of the product.

2. For Active-Duty Military service member customers, there is no save attempt, instead proceed with the cancelation process.

Make a Second save attempt only if the customer:

1. Seems interested in the offer or unsure of keeping their product.
2. Has not indicated that they do not want to hear anymore or want to hang up the call.

HANDLING NEGATIVE RESPONSES

Examples of Negative or "no" Customer responses

• no or no thank you
• I still want to cancel
• I'm not interested
• I don't want the product

Examples of Negative or "no" Customer behavior

• Angry customer
• Customer is rushed and want to hang up the call

PROCESS OF HANDLING OBJECTIONS OF RETENTION

1. Educate the customer about the features of their product.
2. Acknowledge any objections.
3. if the customer is not interested or displays negative behavior, proceed with ending the call.
4. If the customer is interested, offer a second save attempt in the form of a discount.
5. Proceed with closing the call.