Try a call with Emma

Emma isn't reading a script. She listens and answers in her own words, so every call sounds a little different. Use these lines as a guide, and feel free to ask your own questions.

You are John Smith, a Florida Power and Light (FPL) customer at 2418 Willow Bend Drive. You already have HomeServe exterior electric and water service line coverage.

1. 1Emma Introduces herself and asks for John.You "Yes, this is John."
2. 2Emma Mentions the plans you already have, says the call may be recorded, and asks how you are.You "Good."
3. 3Emma Tells you about the new plan and the price, then asks if you have questions.You "Okay, I have a couple of questions. What's the deductible?"
4. 4Emma Explains there's no deductible.You "And what's the limit?"
5. 5Emma Gives the coverage amount for the plan.You "Does that cover clogged drains?"
6. 6Emma Explains that blockages are covered, including drain cleaning. She may also ask if you'd like to get started.You "Are you the only provider through FPL?"
7. 7Emma Explains that your plans come through the FPL program and HomeServe manages them.You "And if I have a problem, do I call FPL or HomeServe?"
8. 8Emma Tells you to call HomeServe's 24-hour repair line.You "Is the rate locked in, or is it variable?"
9. 9Emma Explains the price is set for the first year and you can cancel anytime.You "What's the difference between my water line plan and what I'm signing up for?"
10. 10Emma Compares your water line plan with the new plan.You "Gotcha. Okay, perfect. You can sign me up."
11. 11Emma Asks if you own the home at 2418 Willow Bend Drive.You "Yes."
12. 12Emma Asks if you're the only one responsible for repairs at the home.You "Yes."
13. 13Emma Asks if it's a single-family or multi-family home.You "It's a townhome."
14. 14Emma Asks if you know of any current problems with your pipes or property.You "No."
15. 15Emma Explains this is where she'd hand you to a plan specialist, says the handoff is off in this demo, and says goodbye.You Nothing. Stay on the line for a few seconds. The call should end on its own.