Renewal reminder follow-up call script
Prepare for the call:
Research your customer’s purchase history, anniversary date, and VIP membership ID. Make sure you are familiar with exactly what license types they currently subscribe to. Understand if they are moving from introductory pricing to full pricing at this renewal and make sure you have renewal pricing and/or a quote ready.
Open the call:
“Good morning/afternoon. My name is [insert name], and I’m calling from [insert reseller] regarding your Adobe [insert product name] renewal. May I please speak with [insert customer’s name]?”
If... |
Then... |
|---|---|
| You reach the customer’s voicemail | Proceed with Voicemail script below |
| A gatekeeper answers the call | Proceed with Gatekeeper Navigation script below |
| The customer answers the call | Proceed with Renewal reminder follow-up call script below |
Voicemail script:
Leave the following voicemail message: “My name is [insert name], and I’m calling from [insert reseller] regarding your Adobe [insert product name] renewal. I will try to reach you again tomorrow. If you need assistance, please call me at [insert number here].”
Gatekeeper Navigation script:
You: “Hello. May I please speak with [insert customer’s name]?”
Gatekeeper: May I ask who is calling?
You: “My name is [insert name] and I’m calling from [insert reseller here] regarding [insert customer’s name] Adobe[insert product name] renewal. I wanted to review the membership and discuss renewal arrangements.”
Gatekeeper: Just one moment.
You: “Thank you.”
Renewal reminder follow-up call script:
You: “Hello. Thank you for taking my call today. We really appreciate your business, and I wanted to remind you that your VIP membership [insert VIP membership ID] consisting of [insert number of seats] is due for renewal on [insert date]. Will you be renewing by PO or credit card?”
If the customer voices objections to the pricing, listen and respond accordingly. Review buying program options such as VIP Select to see what is the best fit for your customer.
If the customer still does not want to commit to renewal, ask for specific details around their approval process and offer support as appropriate.
You: “What are the steps involved in the budget and renewal approval process? What could derail the process and keep the renewal from closing? How can I assist?”
The most important outcome for your customer is timely renewal of their purchased seats, prior to their anniversary date and at the correct price.
If the customer would like to renew immediately, follow the process for renewal and close the call:
You: “I will send a follow up email with support links that may help you with your implementation. Is there anything else I can help you with today? Thank you again for your time, and please don’t hesitate to reach out if you need any assistance.”