Understanding Monthly Charges for SGD Agents

Overview

Agents in the SOLD.com Guaranteed Display (SGD) program may inquire about recurring monthly charges. These charges typically begin when the agent’s initial paid-in-full subscription term ends, transitioning them to a monthly billing cycle for their chosen zip codes. This guide explains the reason for these charges and how to handle agent requests related to their billing preferences.

Why Is the Agent Being Charged Monthly?

• Transition to Monthly Billing:
  Once the initial prepaid subscription term (6 months or 1 year) ends, agents automatically move to a monthly billing cycle for their sponsored zip codes.

• Ongoing Benefits:
  The monthly charges maintain the agent’s access to the benefits of the Guaranteed Display program, including:

  • Priority rank in their sponsored zip codes.
  • Full contact details for all leads in their zip codes.
  • Waived referral fees for raw leads the agent closes independently.

How to Address the Agent’s Concern

1. Acknowledge the Situation:

   • Explain that their prepaid term has ended and they are now on a monthly billing cycle to maintain their SGD benefits.

2. Offer Renewal Options:

   • Suggest renewing their subscription upfront for the year to take advantage of a potential discount.

3. Determine Their Preference:

   • If the agent prefers to cancel their subscription:
     • Submit a cancellation request in Happyfox under the appropriate category.
   • If the agent wants to renew for the year:
     • Check renewal pricing options and process the upfront payment.

Suggested Talk Track

Talk Track:
"It looks like your initial prepaid Guaranteed Display subscription has ended, and your account is now on a monthly billing cycle for your selected zip codes. This ensures you continue receiving all the benefits of the program, including priority ranking and access to full lead details. If you’d prefer to switch back to an upfront annual payment, I’d be happy to explore discounted options for you. Let me know how you'd like to proceed!"

Internal Process

1. Confirm the Agent’s Current Subscription:

   • Verify the agent’s current billing cycle and zip codes in Salesforce or Sherpa.

2. Present Options:

   • Discuss the benefits of monthly versus upfront payment options with the agent.

3. Handle Cancellation or Renewal:

   • If cancellation is requested, submit a ticket in Happyfox.
   • If renewal is preferred, process the upfront payment and update their subscription accordingly.

By proactively addressing concerns and presenting flexible options, reps can provide exceptional service while retaining agents in the Guaranteed Display program