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EZ TECH SUPPORT  
  
Services Presentation V13  
  
Stage 1: Intro  
  

 
  
Good 
  morning/afternoon, 
  tech 
  support, 
  my 
  name 
  is 
  _________! 
  How 
  can 
  I 
  help 
  you? 
  
(Let the customer speak and explain the problems that they are having. This is all ammo that you can use
later in the sale to close them. They are supplying you with all the tools you need to understand and
respond appropriately to their issue.) 
  

 
  
Great! 
  I’d 
  be 
  happy 
  to 
  help 
  you 
  with 
  that. 
  Who 
  am 
  I 
  speaking 
  with? 
  (Write down first name and last name
in Five9) 
  
 
  
If 
  we 
  get 
  disconnected, 
  what 
  is 
  the 
  best 
  number 
  for 
  me 
  to 
  reach 
  you 
  back 
  on? 
  
 
  
I’m 
  going 
  to 
  get 
  logged 
  on 
  to 
  your 
  computer, 
  run 
  a 
  quick 
  diagnostic 
  to 
  figure 
  out 
  the 
  root 
  of 
  the 
  issue. 
   
  
From 
  there, 
  we 
  should 
  be 
  able 
  to 
  find 
  some 
  kind 
  of 
  solution 
  for 
  you. 
  
 
  
IF CUSTOMER ASKS “HOW DID THIS GET ON MY COMPUTER?” READ THIS: 
  
Great 
  question! 
  These 
  notifications 
  are 
  a 
  valuable 
  tool 
  on 
  your 
  computer 
  and 
  it 
  could 
  be 
  an 
  indication 
  of 
  
a 
  risk 
  on 
  the 
  machine 
  and 
  that 
  is 
  why 
  you 
  were 
  directed 
  to 
  us 
  in 
  order 
  to 
  assess 
  the 
  risk 
  and 
  provide 
  you 
  
with 
  a 
  diagnostic 
  to 
  ensure 
  you’re 
  safe 
  and 
  secure. 
   
   
  
 
  
IF CUSTOMER ASKS “WHO ARE YOU?” READ THIS: 
  
We 
  are 
  a 
  US 
  based 
  tech 
  support 
  company 
  that 
  specializes 
  in 
  diagnostics 
  and 
  risk 
  assessment 
  and 
  we 
  
work 
  exclusively 
  with 
  Microsoft 
  certified 
  technicians. 
  
 
  
IF THE CUSTOMER IS STILL STANDOFFISH READ THIS: 
  
What 
  were 
  you 
  doing 
  on 
  your 
  computer 
  when 
  you 
  received 
  the 
  pop 
  up? 
  
(They generally were doing something they shouldn’t have that caused this pop up and this will typically
lower their guard when they recognize THEY are the cause of this, NOT YOU.) 
  

 
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
  

Stage 2:  
  
Get Logged On to Your Custom er’s Com puter  
  

 
  
Now, 
  are 
  you 
  in 
  front 
  of 
  your 
  computer? 
  
 
  
OK, 
  great! 
  I 
  am 
  going 
  to 
  give 
  you 
  some 
  simple 
  instructions 
  so 
  we 
  can 
  get 
  logged 
  on 
  and 
  figure 
  out 
  what’s 
  
going 
  on. 
  First, 
  I 
  need 
  you 
  to 
  locate 
  the 
  space 
  bar 
  on 
  your 
  keyboard. 
  Do 
  you 
  see 
  it? 
  
 
  
OK, 
  now 
  I 
  want 
  you 
  to 
  look 
  2 
  buttons 
  to 
  the 
  left 
  of 
  the 
  space 
  bar 
  and 
  you 
  should 
  see 
  a 
  button 
  that 
  looks 
  
like 
  a 
  Windows 
  flag 
  or 
  4 
  little 
  squares. 
   
  Do 
  you 
  see 
  that? 
  
 
  
Wonderful, 
  now 
  I 
  want 
  you 
  to 
  hold 
  down 
  that 
  button, 
  and 
  while 
  you 
  are 
  holding 
  that 
  down, 
  hit 
  the 
  
letter 
  R 
  and 
  tell 
  me 
  what 
  comes 
  up. 
  
 
  

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  of 
  10 
  
 
  
(If they state that a box came up saying, “Run” and it’s asking them to ‘type the name of a program,
document, or file…’ then you know they did it correctly. If not, ask them to repeat the steps.) 
  

 
  
Great 
  job!! 
  Now 
  I’m 
  going 
  to 
  give 
  you 
  something 
  to 
  type 
  in 
  that 
  box. 
   
  Let 
  me 
  know 
  when 
  you 
  are 
  ready. 
   
  
Go 
  ahead 
  and 
  type 
  in 
  www.fix11.com 
   
  
 
  
(PATIENCE! PATIENCE! PATIENCE! You MUST make sure you take your time with this. If need be tell them
the letters phonetically. F like Frank, I like India, X like X-ray then the number 1, and the number 1 again
and add .com at the end) 
  

 
  
Can 
  you 
  please 
  read 
  that 
  back 
  to 
  me? 
   
  Good, 
  now 
  go 
  ahead 
  and 
  hit 
  OK. 
  
(If they repeat it correctly, ask them to hit “OK”. If not, start over again until they get it right.) 
  

 
  
Now 
  tell 
  me 
  what 
  comes 
  up 
  on 
  the 
  screen 
  once 
  we 
  have 
  clicked 
  OK. 
  
(If they tell you “Support Connection” and it’s asking for a 6 digit code, then they are in the right place.) 
  

 
  
OK, 
  good 
  job. 
  Now 
  I’m 
  going 
  to 
  give 
  you 
  a 
  6-­‐digit 
  code 
  to 
  put 
  in 
  there. 
   
  Let 
  me 
  know 
  when 
  you’re 
  ready. 
  
(Provide 6-digit code to them and ask them to hit “Start Download”) 
  
 
  
Did 
  anything 
  happen 
  on 
  your 
  screen 
  when 
  you 
  hit 
  Start 
  Download? 
  
(Make sure they follow the right steps for the browser they are using to get logged on. See below.) 
  
 
  
● Internet 
  Explorer 
  will 
  ask 
  customer 
  to 
  “Run” 
  
● Google 
  Chrome 
  will 
  make 
  customer 
  click 
  on 
  a 
  box 
  located 
  on 
  the 
  bottom 
  left 
  tool 
  bar 
  labeled 
  
“Support.LogMeInRescue.exe” 
  and 
  then 
  prompt 
  them 
  to 
  Run 
  it 
  
● Firefox 
  will 
  ask 
  customer 
  to 
  save 
  file 
  and 
  then 
  they 
  need 
  to 
  look 
  at 
  their 
  “Downloads” 
  box 
  and 
  
double 
  click 
  on 
  the 
  most 
  recent 
  file 
  named 
  support.logmeinrescue.exe. 
  Then 
  it 
  will 
  prompt 
  them 
  
to 
  run 
  it. 
  If 
  their 
  downloads 
  box 
  does 
  not 
  pop 
  up, 
  tell 
  them 
  to 
  hit 
  CTRL+J 
  to 
  bring 
  up 
  their 
  
downloads 
  box 
  
 
  
(Once logged on, move the mouse around and ask them if they see it moving to confirm that
they see you on their system.) 
  

 
  
Can 
  you 
  see 
  the 
  mouse 
  moving 
  on 
  your 
  screen? 
  
 
  
Stage 3:  
  
Fact Finding & Knowing your custom er  
  
***QUALIFY – QUALIFY - QUALIFY***  
  

 
  
Congratulations! 
  You 
  can 
  keep 
  your 
  hands 
  off 
  the 
  mouse 
  and 
  keyboard 
  and 
  hop 
  in 
  the 
  passenger’s 
  seat; 
  
I’ll 
  do 
  the 
  driving. 
  Let 
  me 
  ask 
  you 
  a 
  few 
  questions 
  about 
  your 
  computer. 
   
  
 
  
(This next section is about building rapport and getting an idea who you are speaking to –
qualifying your customer!) 
  

 
  
 
  

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Did 
  you 
  ever 
  have 
  someone 
  log 
  in 
  to 
  your 
  computer 
  like 
  this 
  before? 
  Isn’t 
  it 
  great 
  what 
  we 
  can 
  do 
  with 
  
technology 
  nowadays!? 
  
 
  
By 
  the 
  way 
  where 
  are 
  you 
  calling 
  from? 
  Great! 
  We’re 
  in 
  Portland, 
  OR. 
  It’s 
  really 
  wonderful 
  here! 
  Have 
  
you 
  ever 
  been? 
  
 
  
What 
  do 
  you 
  do 
  in 
  _____? 
  Awesome! 
  (Talk a little bit about their job or where they are from, you
want to make sure you are talking to someone who can afford our services) 
  
 
  
Do 
  you 
  use 
  this 
  computer 
  for 
  business 
  or 
  personal 
  use? 
  Ok, 
  Great! 
  
 
  
What 
  do 
  you 
  use 
  it 
  for 
  mostly? 
  (Web browsing, emails, social networking, games, business,  
  
 
  
Now, 
  what 
  kind 
  of 
  issues 
  have 
  you 
  been 
  experiencing? (Write those down, those will help you pick the
relevant service for them) 
  
What 
  else? 
  Slow 
  down, 
  pop 
  ups, 
  error 
  messages, 
  freezing? 
  (Let the customer go through ALL the issues) 
  
 
  
 
  I F THEY ARE EXPERIENCING SEVERAL ISSUES:  
  It 
  sounds 
  like 
  you 
  are 
  experiencing 
  a 
  
maintenance 
  issue! 
  How 
  long 
  have 
  you 
  had 
  this 
  computer? (Pause and wait for an answer) 
  and 
  when 
  
was 
  the 
  last 
  time 
  you 
  had 
  a 
  tune 
  up? 
  (Most likely the answer will be never, most consumers do not know
tune-ups are necessary part of computer maintenance) 
  
 
  
IF THEY ARE ONLY EXPERIENCING ONE/TWO ISSUES:  
  It 
  sounds 
  like 
  an 
  isolated 
  
issue 
  that 
  could 
  be 
  linked 
  to 
  a 
  lapse 
  in 
  security 
  or 
  lack 
  of 
  maintenance! 
  How 
  long 
  have 
  you 
  had 
  this 
  
computer? (Pause and wait for an answer) 
  and 
  when 
  was 
  the 
  last 
  time 
  you 
  had 
  a 
  tune 
  up? 
  (Most likely
the answer will be never, most consumers do not know tune-ups are necessary part of computer
maintenance) 
  

 
  
Ok, 
  I 
  believe 
  I 
  know 
  where 
  your 
  issues 
  are 
  coming 
  from! 
  A 
  computer 
  is 
  like 
  a 
  car 
  in 
  a 
  sense. 
  Every 
  time 
  
you 
  use 
  it, 
  you 
  generate 
  wear 
  and 
  tear. 
  Does 
  that 
  make 
  sense? 
  Well, 
  over 
  time 
  that 
  wear 
  and 
  tear 
  
accumulates 
  and 
  can 
  start 
  to 
  cause 
  issues. 
  It 
  is 
  recommended 
  to 
  get 
  1 
  -­‐ 
  3 
  tune 
  ups 
  per 
  year 
  depending 
  
on 
  usage, 
  which 
  is 
  the 
  equivalent 
  of 
  an 
  oil 
  change. 
  Those 
  tune-­‐ups 
  will 
  keep 
  your 
  machine 
  running 
  
optimally. 
  If 
  you 
  haven’t 
  had 
  that 
  done, 
  most 
  likely 
  that 
  is 
  where 
  you 
  issues 
  are 
  coming 
  from. 
  
 
  
I’m 
  going 
  to 
  run 
  a 
  diagnostic, 
  figure 
  out 
  what’s 
  going 
  on 
  and 
  let 
  you 
  know 
  what 
  you 
  need 
  to 
  do 
  to 
  get 
  it 
  
taken 
  care 
  of. 
  Sound 
  good? 
  
 
  
Stage 4:  
  
Running the Diagnostic  
  

 
  
STEP 1: Protection Software:  
  

 
  

 
  

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Now 
  the 
  first 
  thing 
  I 
  always 
  check 
  when 
  I 
  do 
  a 
  diagnostic 
  is 
  what 
  type 
  of 
  protection 
  software 
  you 
  are 
  
running. 
  Do 
  you 
  know 
  by 
  any 
  chance? 
  Let 
  me 
  double 
  check 
  (Check protection. Ask the customer or
check in the task bar, in the bottom right corner, you should see the icon for their protection software) 
  
 
  
IF THEY HAVE FULL SPECTRUM PROTECTION READ THIS: (Only a few pieces of
software are full-Spectrum and protect against both viruses and malware. Most consumers are not
protected the right way – refer to protection software cheat sheet) 
  

OK, 
  you’re 
  running 
  (protection 
  software) 
  which 
  is 
  good! 
   
  It 
  is 
  considered 
  Real 
  -­‐Time 
  Full-­‐Spectrum 
  
Protection 
  and 
  will 
  protect 
  you 
  against 
  both 
  viruses 
  AND 
  Malware, 
  which 
  is 
  crucial 
  in 
  this 
  day 
  and 
  age. 
  
 
  
IF THEY HAVE INSUFICIENT PROTECTION READ THIS: (refer to protection software
cheat sheet) 
  

OK, 
  you’re 
  running 
  (protection 
  software) 
  which 
  is 
  not 
  a 
  bad 
  protection. 
   
  It’s 
  much 
  better 
  than 
  not 
  having 
  
anything 
  at 
  all, 
  but 
  in 
  this 
  day 
  and 
  age 
  you 
  need 
  to 
  have 
  Real-­‐Time 
  Full-­‐Spectrum 
  Protection 
  and 
  make 
  
sure 
  you 
  are 
  protected 
  against 
  both 
  viruses 
  AND 
  Malware. 
  (If they ask what you recommend, mention
Defender Pro very briefly and move on to the diagnostic.) 
  
 
  
IF NO PROTECTION READ THIS:  
  
OK, 
  so 
  you’re 
  not 
  running 
  any 
  type 
  of 
  protection 
  here. 
  In 
  this 
  day 
  in 
  age, 
  running 
  real-­‐time 
  full-­‐Spectrum 
  
protection 
  is 
  a 
  must 
  to 
  keep 
  your 
  computer 
  healthy. 
  With 
  all 
  of 
  the 
  malicious 
  software 
  floating 
  around 
  
out 
  there, 
  a 
  strong 
  malware 
  blocker 
  and 
  virus 
  protection 
  is 
  your 
  first 
  line 
  of 
  defense. 
  Not 
  having 
  
protection 
  is 
  like 
  leaving 
  all 
  your 
  doors 
  wide 
  open 
  when 
  you 
  leave 
  the 
  house. 
  It’s 
  asking 
  for 
  trouble. 
  
Does 
  that 
  make 
  sense? 
  (If they ask what you recommend, mention Defender Pro very briefly and move on
to the diagnostic.) 
  
 
  
STEP 2: System Analyzer  
   
   
  
 
  
Ok, 
   now 
   we’re 
   going 
   to 
   be 
   checking 
   the 
   overall 
   health 
   and 
   performance 
   of 
   your 
   computer. 
    
   I’m 
   going 
   to 
  
bring 
  in 
  a 
  diagnostic 
  tool 
  to 
  help 
  me 
  check 
  the 
  3 
  main 
  areas 
  of 
  your 
  computer. 
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
   
  
(Paste 
  the 
  following 
  link 
  to 
  System 
  Analyzer 
  in 
  the 
  LMI 
  URL 
  Push 
  or 
  directly 
  in 
  their 
  browser/HH: 
   
  
“http://sa.eztech.support” 
   
  
Run 
  the 
  software. 
  Click 
  “RUN”, 
  then 
  “YES”, 
  then 
  “AGREE 
  AND 
  START.”) 
  
Let’s 
  run 
  the 
  diagnostic 
  tool! 
  
 
  
(System 
  Analyzer 
  can 
  take 
  a 
  few 
  minutes, 
  use 
  that 
  time 
  to 
  keep 
  building 
  rapport 
  and 
  talking 
  about 
  the 
  
customer’s 
  issues 
  again) 
  
 
  
Can 
  you 
  grab 
  a 
  pen 
  and 
  paper 
  for 
  me 
  please? 
  I’m 
  going 
  to 
  have 
  you 
  write 
  down 
  the 
  2 
  keys 
  to 
  keeping 
  
your 
  computer 
  protected 
  and 
  running 
  the 
  right 
  way. 
  As 
  long 
  as 
  you 
  follow 
  these 
  2 
  keys, 
  your 
  computer 
  
will 
  be 
  running 
  at 
  peak 
  performance. 
  
 
  

 
  

 (Wait for the customer to grab a pen and paper and also write down the

Page 
  5 
  of 
  10 
  
 
  

recommendation in the LogMeIn chat box or in Notepad) 
  

 
  
The 
  first 
  thing 
  you 
  need 
  is 
  a 
  Real-­‐Time 
  Full-­‐Spectrum 
  protection 
  software 
  (Write that down in the
chat box or in Notepad). 
  That 
  means 
  software 
  that 
  will 
  protect 
  you 
  against 
  viruses 
  AND 
  malware. 
  

 
  
Do 
  you 
  know 
  the 
  difference 
  between 
  Viruses 
  and 
  Malware? 
  
 
  
Just 
  to 
  make 
  sure 
  we’re 
  on 
  the 
  same 
  page, 
  viruses 
  are 
  designed 
  to 
  destroy 
  your 
  machine. 
  Malware 
  is 
  
designed 
  to 
  spy 
  on 
  you, 
  most 
  of 
  the 
  time 
  they 
  are 
  looking 
  to 
  get 
  information 
  for 
  credit 
  card 
  fraud 
  and 
  
identity 
  theft, 
  so 
  it’s 
  important 
  to 
  be 
  protected 
  against 
  both. 
  If 
  you 
  have 
  virus 
  protection, 
  that’s 
  like 
  
locking 
  your 
  front 
  door, 
  without 
  malware 
  protection 
  it’s 
  like 
  leaving 
  your 
  back 
  door 
  wide 
  open! 
  Does 
  
that 
  make 
  sense? 
  
The 
  second 
  thing 
  you 
  need 
  is 
  1-­‐3 
  tune-­‐ups 
  per 
  year 
  = 
  Deep 
  Clean 
  (Write that down in the chat
box). That 
  is 
  when 
  a 
  Certified 
  Technician 
  goes 
  into 
  your 
  computer 
  and 
  manually 
  removes 
  any 
  wear 
  and 
  

tear 
  that 
  has 
  been 
  accumulating. 
  Not 
  only 
  do 
  they 
  remove 
  the 
  damage 
  but 
  they 
  also 
  ensure 
  that 
  your 
  
drivers 
  are 
  up 
  to 
  date 
  and 
  that 
  your 
  processes, 
  startup 
  items 
  and 
  services 
  are 
  optimized. 
  Also, 
  a 
  system 
  
tune 
  up 
  includes 
  an 
  infection 
  removal 
  to 
  make 
  sure 
  that 
  you 
  are 
  not 
  at 
  risk 
  as 
  far 
  as 
  security 
  is 
  
concerned, 
  killing 
  2 
  birds 
  with 
  1 
  stone. 
   
  
 
  
Ok 
  it 
  looks 
  like 
  the 
  scan 
  has 
  finished 
  so 
  let’s 
  go 
  over 
  the 
  results! 
  
GO 
  OVER 
  THE 
  RESULTS 
  WORD 
  FOR 
  WORD 
  FOR 
  HARDWARE, 
  SOFTWARE 
  AND 
  THREATS 
  AND 
  THEN 
  TELL 
  
THEM 
  THEIR 
  SCORE, 
  THEN 
  CLICK 
  “VIEW 
  REPORT 
  DETAILS” 
  AND 
  ELLABORATE 
  THE 
  FINDINGS. 
  
*** 
  -­‐ 
  THERE 
  IS 
  ZERO 
  TOLERANCE 
  FOR 
  ANY 
  MISREPRESENTATION. 
  IF 
  THEIR 
  SYSTEM 
  IS 
  HEALTHY, 
  TELL 
  
THEM 
  SO! 
  -­‐ 
  *** 
  
If they score 90 or over:  
  

Ok 
  great 
  news! 
  It 
  looks 
  here 
  like 
  you 
  have 
  a 
  sound 
  system 
  on 
  your 
  hands. 
  There 
  appears 
  to 
  be 
  no 
  
prevalent 
  threats 
  on 
  your 
  machine 
  and 
  the 
  performance 
  is 
  looking 
  good. 
  This 
  tells 
  us 
  that 
  (their 
  issue) 
  
you’ve 
  been 
  experiencing 
  should 
  be 
  an 
  isolated 
  issue 
  and 
  isn’t 
  a 
  symptom 
  of 
  a 
  larger 
  problem. 
  
Because 
  of 
  that, 
  getting 
  (their 
  issue) 
  addressed 
  should 
  be 
  quick 
  and 
  easy. 
   
  
 
  
If they score below 90:  
  
OK 
  so 
  as 
  you 
  can 
  see 
  from 
  the 
  results 
  of 
  the 
  scan 
  you’ve 
  got 
  quite 
  a 
  few 
  things 
  that 
  I 
  would 
  definitely 
  
recommend 
  addressing. 
   
  I 
  can’t 
  say 
  that 
  any 
  of 
  these 
  are 
  at 
  the 
  root 
  of 
  your 
  initial 
  symptom, 
  but 
  I’m 
  
glad 
  you 
  called! 
  If 
  you 
  hadn’t 
  we 
  wouldn’t 
  know 
  about 
  these 
  issues 
  and 
  knowing 
  is 
  half 
  the 
  battle 
  
right? 
   
  
 
  
The 
  good 
  news 
  is, 
  most 
  computer 
  issues 
  are 
  fixable! 
   
  Once 
  you 
  catch 
  up 
  on 
  your 
  maintenance 
  and 
  get 
  a 
  
tune 
  up, 
  the 
  system 
  will 
  be 
  back 
  running 
  at 
  peak 
  performance 
  and 
  you 
  will 
  have 
  neutralized 
  any 
  
potential 
  security 
  threats. 
  If 
  you 
  don’t, 
  you 
  will 
  most 
  likely 
  keep 
  getting 
  issues 
  like 
  the 
  ones 
  you 
  are 
  
experiencing 
  currently 
  and 
  eventually 
  it 
  could 
  lead 
  to 
  your 
  computer 
  crashing 
  and 
  also 
  leave 
  you 
  
 
  

 Page 
  6 
  of 
  10 
  
 
  
vulnerable. 
  Now, 
  we 
  all 
  have 
  a 
  friend 
  or 
  family 
  member 
  that’s 
  good 
  on 
  computers, 
  but 
  you 
  definitely 
  
want 
  to 
  leave 
  this 
  one 
  to 
  the 
  pros. 
  
 
  
Stage 5:  
  
Transition to Close  
  
 
  
You’re 
  going 
  to 
  have 
  a 
  couple 
  options 
  to 
  get 
  your 
  computer 
  fixed. 
  I’m 
  sure 
  you 
  have 
  a 
  Best 
  Buy 
  or 
  
Office 
  Depot 
  in 
  your 
  area 
  right? 
  Great! 
  That 
  is 
  your 
  best 
  local 
  option, 
  they 
  work 
  exclusively 
  with 
  
Certified 
  Technicians 
  and 
  they 
  guarantee 
  their 
  work 
  so 
  you 
  would 
  not 
  be 
  taking 
  any 
  risks. 
  They 
  will 
  keep 
  
your 
  computer 
  for 
  about 
  3 
  – 
  7 
  days 
  and 
  can 
  charge 
  you 
  anywhere 
  between 
  $200 
  to 
  $350, 
  depending 
  on 
  
the 
  work 
  that 
  needs 
  to 
  be 
  done. 
  Does 
  that 
  work 
  for 
  you? 
  
(Pause and let the customer respond to this. How they respond is going to be the info you need when you
pitch your repair. I.E. Price is too high, inconvenience, trust, etc.) THIS IS A GOOD TIME TO DO A MINI
REBUTTAL. GET THEM TO UNDERSTAND THE BENEFIT OF GETTING THEIR COMPUTER FIXED THE RIGHT
WAY AND THE EZ TECH OPTION WILL APPEAR MORE ATTRACTIVE. 
  

 
  
Your 
  second 
  option 
  is 
  EZ 
  Tech 
  Support; 
  we 
  do 
  the 
  exact 
  same 
  work 
  as 
  Best 
  Buy 
  or 
  Office 
  Depot, 
  except 
  
that 
  we 
  do 
  it 
  remotely 
  so 
  you 
  don’t 
  have 
  to 
  leave 
  your 
  house. 
  Our 
  service 
  is 
  also 
  guaranteed 
  but 
  it 
  will 
  
take 
  only 
  24 
  -­‐ 
  48 
  hours, 
  so 
  you 
  don’t 
  find 
  yourself 
  without 
  your 
  computer 
  for 
  too 
  long. 
   
  
Also, 
  we 
  don’t 
  just 
  fix 
  your 
  computer 
  and 
  then 
  let 
  you 
  go, 
  we 
  fix 
  your 
  computer 
  today 
  and 
  then 
  back 
  it 
  
up 
  with 
  unlimited 
  tech 
  support, 
  which 
  means 
  you’ll 
  have 
  complete 
  peace 
  of 
  mind. 
  If 
  you 
  ever 
  have 
  any 
  
problems, 
  questions 
  or 
  concerns 
  or 
  need 
  another 
  tune 
  up, 
  you 
  can 
  call 
  us 
  and 
  we’ll 
  fix 
  any 
  issues 
  you 
  
have. 
  Guaranteed. 
   
   
  
The 
  best 
  part 
  is 
  our 
  pricing 
  is 
  more 
  much 
  more 
  attractive, 
  instead 
  of 
  potentially 
  having 
  to 
  pay 
  up 
  to 
  
$350, 
  we’ll 
  only 
  charge 
  you 
  a 
  flat 
  fee 
  of: 
  
If they score 90 or over: $200 today and …  
  
If they score below 90: $250 today and…  
  

 
  
 
  $19.99 
  per 
  month. 
  As 
  long 
  as 
  you 
  pay 
  that 
  $19.99 
  monthly 
  charge, 
  you 
  will 
  always 
  be 
  covered 
  and 
  
never 
  have 
  a 
  large 
  out 
  of 
  pocket 
  expense 
  for 
  your 
  computer 
  ever 
  again. 
  
Does 
  that 
  sound 
  more 
  convenient 
  for 
  you? 
  
!!!!!!!!!! 
  -­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐ 
   
  (DO 
  NOT 
  TALK!!! 
  LISTEN 
  AND 
  WAIT) 
  -­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐ 
  !!!!!!!!!! 
  
If they say ‘No’, say: 
  

Ok, 
  no 
  problem! 
  Is 
  there 
  anything 
  in 
  particular 
  that 
  is 
  stopping 
  you 
  from 
  getting 
  your 
  computer 
  fixed? 
  
Wait for the response, do not ask: is it the money? Let THEM answer - (IDENTIFY 
  THE 
  
OBJECTION) 
  
Anything 
  else? 
  Wait for the response - (ISOLATE 
  THE 
  OBJECTION) 
  The 
  objections 
  are: 
  Cost, 
  get 
  a 
  
new 
  computer, 
  friend/family 
  member 
  can 
  fix, 
  don’t 
  want 
  monthly 
  charge… 
  
 
  

 Page 
  7 
  of 
  10 
  
 
  
Ok, 
  here 
  is 
  what 
  I 
  recommend… 
  (OVERCOME 
  THE 
  OBJECTION 
  -­‐ 
  GO 
  INTO 
  YOUR 
  REBUTALS 
  HELP 
  SHEET) 
  
If they say ’yes’: 
  

Great! 
  I 
  already 
  have 
  some 
  detailed 
  notes 
  based 
  on 
  our 
  conversation 
  so 
  I 
  can 
  write 
  up 
  a 
  work 
  order 
  to 
  
send 
  to 
  the 
  technicians. 
   
  What 
  email 
  address 
  would 
  you 
  like 
  the 
  receipt 
  sent 
  to? 
  ALWAYS DOUBLE
CHECK EMAIL BY WRITING IT IN THE CHATBOX AND ASKING THEM TO CONFIRM 
  
Once they agree to the remote option collect their CC info IMMEDIATELY  
  

 
  
How 
  does 
  your 
  name 
  appear 
  on 
  your 
  credit 
  card? 
  
 
  
Gather the customer’s CC info into a notepad then click on ‘Manual Connector’ and
select the relevant plan. Once you have a payment link, launch it in your own
browser to check it, then on your customer’s browser and fill out the credit card info.
Make them verify the info, check the box and hit ‘Pay Now’. !!! - If you upsell Defender
Pro later on, you will redo this entire process - !!! 
  

 
  
 
  
Stage 6:  
  
Tech Notes and rem ote session prep  
  

 
  
!!!!!!!!!! 
  -­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐ 
   
  (DO 
  NOT 
  UPSELL 
  UNTIL 
  YOU 
  HAVE 
  FINISHED 
  STAGE 
  6) 
  -­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐ 
  !!!!!!!!!! 
  
●
●
●
●

Detailed 
  work 
  order 
  for 
  the 
  technician 
  (FILL 
  OUT 
  TECH 
  NOTES 
  ON 
  YOUR 
  DESKTOP) 
  
Copy 
  tech 
  notes 
  in 
  LogMeIn 
  
Install 
  calling 
  card 
  on 
  their 
  desktop 
  (Uncheck 
  both 
  boxes) 
  and 
  add 
  EZ 
  Tech 
  Support 
  
notepad 
  – 
  both 
  in 
  the 
  top 
  right 
  corner 
  
Request 
  windows 
  credentials 
  (Reboot 
  Tab) 
  

 
  
!!!!!!!!!! 
  -­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐ 
   
  (DO 
  NOT 
  UPSELL 
  UNTIL 
  YOU 
  HAVE 
  FINISHED 
  STAGE 
  6) 
  -­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐-­‐ 
  !!!!!!!!!! 
  
Stage 7:  
  
Defender Pro Up-Sell  
  

 
  
Now 
  as 
  far 
  as 
  your 
  protection 
  is 
  concerned 
  and 
  before 
  I 
  send 
  this 
  to 
  the 
  tech, 
  I’m 
  going 
  to 
  give 
  you 
  a 
  
recommendation. 
  
 
  
Do 
  you 
  remember 
  the 
  first 
  thing 
  every 
  computer 
  should 
  have? 
  (Tell 
  the 
  customer 
  to 
  read 
  what 
  they 
  
wrote 
  down 
  and 
  show 
  them 
  on 
  the 
  screen) 
  That’s 
  right! 
  Real-­‐Time 
  Full-­‐Spectrum 
  protection 
  that 
  
protects 
  you 
  against 
  Viruses 
  AND 
  malware. 
  What 
  I 
  am 
  going 
  to 
  recommend 
  to 
  you 
  is 
  software 
  called 
  
Defender 
  Pro. 
   
  You 
  may 
  want 
  to 
  write 
  that 
  down. 
  
 
  
 
  

 Page 
  8 
  of 
  10 
  
 
  
One 
  of 
  the 
  main 
  reasons 
  why 
  Defender 
  Pro 
  is 
  the 
  software 
  we 
  recommend 
  is 
  because 
  it 
  gives 
  you 
  real-­‐
time 
  full-­‐Spectrum 
  protection. 
  Which 
  means 
  it 
  protects 
  you 
  against 
  viruses, 
  malware, 
  spyware, 
  adware 
  
AND 
  ransom 
  ware. 
  It 
  is 
  basically 
  the 
  equivalent 
  of 
  locking 
  your 
  front 
  door, 
  your 
  back 
  door 
  and 
  all 
  your 
  
windows; 
  nothing 
  will 
  come 
  onto 
  your 
  system. 
  
Also, 
  Defender 
  Pro 
  comes 
  with 
  a 
  lifetime 
  license, 
  which 
  means 
  instead 
  of 
  paying 
  $80 
  to 
  $100 
  per 
  year 
  
like 
  most 
  software 
  (their 
  protection 
  software), 
  Defender 
  Pro 
  charges 
  you 
  once 
  and 
  you 
  will 
  own 
  the 
  
license 
  for 
  the 
  rest 
  of 
  your 
  life 
  and 
  never 
  need 
  to 
  renew 
  it, 
  so 
  you’ll 
  save 
  yourself 
  a 
  lot 
  of 
  money. 
  It 
  also 
  
constantly 
  updates 
  so 
  you 
  are 
  sure 
  to 
  be 
  protected 
  against 
  the 
  latest 
  infections. 
  Defender 
  Pro 
  is 
  priced 
  
at 
  $300 
  for 
  the 
  perpetual 
  license 
  and 
  worth 
  every 
  penny. 
  

(DO 
  NOT 
  OFFER 
  A 
  HUGE 
  DISCOUNT 
  – 
  YOU 
  ARE 
  DEVALUING 
  THE 
  PRODUCT) 
   
  
However, 
  since 
  you 
  are 
  now 
  a 
  customer 
  of 
  EZ 
  Tech 
  Support 
  I 
  can 
  offer 
  you 
  a 
  __% 
  discount, 
  dropping 
  the 
  
price 
  to 
  $__. 
  
Our 
  technicians 
  will 
  install 
  Defender 
  Pro 
  on 
  your 
  system 
  for 
  you. 
  Once 
  you 
  get 
  back 
  on 
  the 
  machine, 
  not 
  
only 
  will 
  it 
  be 
  cleaned 
  up 
  but 
  you 
  will 
  also 
  be 
  protected 
  against 
  ALL 
  types 
  of 
  infections. 
  Sound 
  good?’ 
  
(Pause and wait for response. 90% of the time they will agree with Defender Pro if you presented it
properly.) 
  

If they say Yes: Great, I’ll have the techs install that for you and make sure you’re
protected the right way! 
  
If they say No: Ok no worries, if you don’t mind me asking, what’s stopping you from
making sure you’re protected the right way? (Most of the time it will be a cost issue, offer a
discount since they are buying a support plan. You can offer discounts for the following: Senior 55+,
students, first call discount, children in the household, armed forces… etc. – Talk to management if you
get stuck on discounts) 
  

*** - TAKE THEM ONLINE AND SHOW THEM THE MSNBC ZEUS ARTICLE, IT CAN BE FOUND ON
THE NEWS LINK - *** 
  

If they say no after dropping the price once: 
  

No 
  problem, 
  I 
  don’t 
  want 
  to 
  put 
  you 
  in 
  a 
  tight 
  spot 
  but 
  I 
  don’t 
  want 
  to 
  see 
  you 
  go 
  unprotected 
  either. 
  
Let 
  me 
  engage 
  my 
  supervisor 
  and 
  see 
  if 
  there 
  are 
  any 
  other 
  discounts 
  he 
  can 
  extend 
  to 
  us. 
  If 
  I 
  can 
  get 
  
him 
  to 
  lower 
  it 
  to 
  $XX, 
  would 
  that 
  work? 
  
 
  
If YES, put him on hold for 30 seconds and come back on the line saying: ‘Great
news! I can offer to you at $XX! 
  

 
  
If NO: Ok no worries, gives us a callback when you can afford it so we can make sure
you’re protected the right way! 
  

 
  
!!! – READ THIS - !!! 
  

 
  

 Page 
  9 
  of 
  10 
  
 
  
Before 
  I 
  complete 
  this 
  work 
  order 
  and 
  send 
  your 
  session 
  back 
  to 
  the 
  technician, 
  do 
  you 
  have 
  any 
  other 
  
computers 
  in 
  the 
  house 
  that 
  you 
  would 
  like 
  me 
  to 
  take 
  a 
  look 
  at? 
  I’d 
  be 
  happy 
  to 
  run 
  a 
  diagnostic 
  on 
  any 
  
other 
  computers 
  if 
  you 
  would 
  like. 
  
 
  
If Yes: Go through the diagnostic again. 
  
If No: Proceed with Stage 6. 
  

 
  
Stage 8:  
  
W rap Up  
  

 
  
************WRAP UP SCRIPT MUST BE READ VERBATIM ON EVERY SALE************ 
  

 
  

If they bought an ongoing support plan: 
  
Ok, ____________ (customer’s name) let me give you some very important
information before I transfer over your session. Please take down this number (855 274
6680). This is the number to the customer support department with EZ Tech Support.
Computers are complicated machines and in some cases your problems could persist,
reoccur or you could have other issues come up. If that’s the case, DO NOT PANIC!
Write down your issues, give us a call and our technicians will be happy to get back on
the computer to resolve your problem. Sometimes it takes us a couple attempts to get
ALL the issues resolved but we always get it right or make it right. Simply call us and
we’ll get one of our Certified Technicians back on the case. Ok? 
  
 
   
  

If they bought a one time fix: 
  
Ok, ____________ (customer’s name) let me give you some very important
information before I transfer over your session. Please take down this number (855 274
6680). This is the number to the customer support department with EZ Tech Support.
Our one time fix is guaranteed for 14 days so if you have any technical issues during
that time, don’t panic. Computers are complicated machines and in some cases your
problems could persist, reoccur or you could have other issues come up. If that’s the
case, DO NOT PANIC! Write down your issues, give us a call and our technicians will
be happy to get back on the computer to resolve your problem. Sometimes it takes us a
couple attempts to get ALL the issues resolved but we always get it right or make it
right. Simply call us and we’ll get one of our Certified Technicians back on the case.
Ok? 
  
 
  
Today you have authorized a total charge of $__ + Tax (total amount to be charged) from EZ
Tech Support which will show up on your credit card statement as ________. (Then break
down the charges and what they are for.) 
  
 
  

 Page 
  10 
  of 
  10 
  
 
  
$__ + Tax for today’s fix which includes a tune up and an infection sweep. 
  
!!! --- If you sold an ongoing plan --- !!! 
  
You will also be charged a recurring monthly charge of $__ + Tax for the ongoing support plan
which gives you ongoing peace of mind. 
  
!!! --- If you sold Defender Pro --- !!! 
  
AND $__for the lifetime subscription to the Defender Pro protection software. 
  
Again, this will show grand total charges on your card of $__ + Tax from ________. 
  
I am now going to transfer the session over to the technician who will be working on the system.
In most cases, these repairs will be completed within 24 – 48 hours. However, please
understand each computer is different and depending on the extent of the problem it can take
longer than that. 
  Rest assured the work will be completed.  
  
I have put all the information you might need in this notepad (Show them the notepad), I named
it EZ Tech Support and put in in the top right corner of your desktop so it is easy for you to find.
It shows our business hours, 7 days/week 9.00am to 5.00pm Pacific Standard Time
(Weekends 7.00pm) and the tech notes showing the work the technicians will be doing today. I
also installed this calling card, which will make it easy for us to get reconnected in the future.
(Show them the calling card) 
  
So although the phone portion is ending, the technical work is just about to begin. Stay off your
computer, leave it turned on and leave it online. When the work has been completed the
technician will put a ‘WORK COMPLETE’ message on your screen telling you that the repair is
done and the computer is ready to use.  
  

REMEMBER, your problems could persist, reoccur or you could have other
issues come up after this fix. If that’s the case, DO NOT PANIC! Just call us
during business hours on 855 274 6680 and we’ll get back on the machine to get
the issues fixed. 
  
 
  
Mr(s) ________ (customer’s name,) is there anything else I can do for you today? Ok have a
great day!!!