Below is a highly detailed, professional phone script variation designed for scenarios such as:
This script includes multiple variations (neutral, empathetic, urgency-driven, technical-deep-dive) and branching based on common merchant objections/responses.
(Pause for transfer/confirmation)
Great, thanks for taking my call, [Name]. I’m reaching out because we’ve been helping businesses like yours significantly reduce PCI DSS compliance burden and lower fraud risk with a no-cost upgrade to network tokenisation. Do you have 3–4 minutes to chat?"
(If yes → proceed. If busy → schedule callback)
Agent (Pain Point): "Just to understand your setup — are you currently storing any card numbers yourself, or are you using a third-party gateway? And roughly how many card-not-present transactions do you process monthly?"
(Listen and note: e-commerce, MOTO, recurring, etc.)
Agent (Educate on Risk): "Thanks for that. As you may know, under PCI DSS v4.0.1 — which became mandatory this year — any business that stores, processes, or transmits card data has to meet all 12 requirements, including encrypted storage, quarterly scans, penetration testing, and more. Non-compliance can trigger fines up to $500,000 per brand if there’s a breach.
Even if you’re compliant today, e-commerce fraud is still rising — especially with data breaches exposing real card numbers."
Agent (Solution): "The good news is there’s a free, industry-standard way to eliminate most of that risk and scope: EMVCo-compliant network tokenisation.
Instead of sending us the real 16-digit card number, your customers’ cards are replaced with a secure payment token — a surrogate value that looks like a card number but has no value if stolen.
These tokens come directly from Visa, Mastercard, etc., via their Token Services (VTS/MDES), and include:
The result? → Your PCI scope drops dramatically — often to just a simple SAQ A (a few pages). → Fraud drops 50–70 % on average. → Authorization rates go up because issuers trust tokens more.
We handle the integration with your gateway — usually no code changes needed."
Agent (Close): "Would you be open to a quick 15-minute screen share next week where I can show you exactly how this works in your environment and what your reduced SAQ would look like?"
(Book meeting or send follow-up summary)
You’re not alone in this, and the solution I’m calling about is fully backed by all the card brands and costs you nothing to implement."
The fastest way to get ahead of this — and avoid potential fines — is to move to network tokenisation now. It’s a one-time setup that protects you going forward."
You receive back:
These tokens flow through the existing authorization rails. When we authorise, we detokenise on the issuer side only.
Because you never see or store the real PAN, your Cardholder Data Environment shrinks dramatically — often just the gateway iframe or redirect — qualifying you for SAQ A.
Plus, with dynamic cryptograms, even if a hacker steals the token, they can’t reuse it."
This script is highly convertible when delivered confidently and tailored to the merchant’s specific setup. Use it as a base and adapt based on the conversation flow.
- A merchant onboarding team calling a business to explain PCI DSS compliance and recommend tokenisation.
- A bank/issuer support rep guiding a merchant on reducing PCI scope using EMVCo tokens and network tokens.
- Internal training or role-play for sales/support teams.
This script includes multiple variations (neutral, empathetic, urgency-driven, technical-deep-dive) and branching based on common merchant objections/responses.
Core Script Structure
- Greeting & Qualification
- Build Rapport & Identify Pain Points
- Educate on Risk (PCI DSS / Fraud)
- Present Solution (Tokenisation + EMVCo Standards)
- Handle Objections
- Close / Next Steps
Full Script Variation 1: Neutral / Educational Tone (Most Common)
Agent: "Hi, this is [Your Name] from [Company/Bank] Secure Payments Team. May I speak with [Merchant Contact Name] or the person who handles payment processing/security?(Pause for transfer/confirmation)
Great, thanks for taking my call, [Name]. I’m reaching out because we’ve been helping businesses like yours significantly reduce PCI DSS compliance burden and lower fraud risk with a no-cost upgrade to network tokenisation. Do you have 3–4 minutes to chat?"
(If yes → proceed. If busy → schedule callback)
Agent (Pain Point): "Just to understand your setup — are you currently storing any card numbers yourself, or are you using a third-party gateway? And roughly how many card-not-present transactions do you process monthly?"
(Listen and note: e-commerce, MOTO, recurring, etc.)
Agent (Educate on Risk): "Thanks for that. As you may know, under PCI DSS v4.0.1 — which became mandatory this year — any business that stores, processes, or transmits card data has to meet all 12 requirements, including encrypted storage, quarterly scans, penetration testing, and more. Non-compliance can trigger fines up to $500,000 per brand if there’s a breach.
Even if you’re compliant today, e-commerce fraud is still rising — especially with data breaches exposing real card numbers."
Agent (Solution): "The good news is there’s a free, industry-standard way to eliminate most of that risk and scope: EMVCo-compliant network tokenisation.
Instead of sending us the real 16-digit card number, your customers’ cards are replaced with a secure payment token — a surrogate value that looks like a card number but has no value if stolen.
These tokens come directly from Visa, Mastercard, etc., via their Token Services (VTS/MDES), and include:
- Domain restrictions (e.g., only works at your store)
- Dynamic cryptograms (one-time codes like the chip in physical cards)
- Automatic card updates (expired cards? New ones push automatically — no more declined recurrings)
The result? → Your PCI scope drops dramatically — often to just a simple SAQ A (a few pages). → Fraud drops 50–70 % on average. → Authorization rates go up because issuers trust tokens more.
We handle the integration with your gateway — usually no code changes needed."
Agent (Close): "Would you be open to a quick 15-minute screen share next week where I can show you exactly how this works in your environment and what your reduced SAQ would look like?"
(Book meeting or send follow-up summary)
Variation 2: Empathy-First (For Merchants Who’ve Had a Breach or Audit)
Agent: "I completely understand — dealing with compliance audits or fraud chargebacks is incredibly stressful. I’ve spoken with many merchants who felt the same way until they made one simple switch that removed 90 % of the headache.You’re not alone in this, and the solution I’m calling about is fully backed by all the card brands and costs you nothing to implement."
Variation 3: Urgency-Driven (Post-Breach Notification or Deadline Reminder)
Agent: "I’m calling because as of March 31, 2025, several new PCI DSS v4.0 requirements become mandatory — including enhanced e-commerce script monitoring and targeted risk analyses. Many merchants are finding they’re suddenly out of compliance without realising it.The fastest way to get ahead of this — and avoid potential fines — is to move to network tokenisation now. It’s a one-time setup that protects you going forward."
Variation 4: Technical Deep-Dive (For IT-Savvy Merchants)
Agent: "When a customer enters their card, instead of the real PAN, your gateway requests a token from the card network’s Token Service Provider.You receive back:
- An EMVCo-standard payment token (starts with a token BIN)
- A cryptogram unique to that transaction (proves authenticity, like an ARQC)
- A Payment Account Reference (PAR) for reconciliation
These tokens flow through the existing authorization rails. When we authorise, we detokenise on the issuer side only.
Because you never see or store the real PAN, your Cardholder Data Environment shrinks dramatically — often just the gateway iframe or redirect — qualifying you for SAQ A.
Plus, with dynamic cryptograms, even if a hacker steals the token, they can’t reuse it."
Common Objections & Responses
| Objection | Response |
|---|---|
| "We’re already PCI compliant" | "That’s great! Tokenisation takes you from compliant to out-of-scope for most requirements — saving time and audit costs every year." |
| "We use [Gateway X] — can’t do tokens" | "Actually, all major gateways now support network tokens — Stripe, Adyen, Braintree, Cybersource, etc. We can check your specific integration." |
| "It sounds complicated" | "It’s not — the card brands designed this to require minimal changes. In most cases, it’s just enabling a flag in your gateway dashboard." |
| "We store cards for recurring billing" | "Perfect use case! Tokens support recurring and card-on-file with automatic account updater — fewer declines when cards expire." |
| "How much does it cost?" | "Zero cost to you. The card networks provide tokenisation for free to encourage adoption and reduce system-wide fraud." |
Closing Lines (Strong)
- "Most merchants we speak with implement this within 2–4 weeks and immediately see higher approval rates. When would be a good time for that quick demo?"
- "Shall I send you a one-pager comparing your current SAQ with the tokenised version so you can see the difference?"
- "Great — I’ll book us in for Tuesday at 11. Looking forward to showing you how much simpler compliance can be."
This script is highly convertible when delivered confidently and tailored to the merchant’s specific setup. Use it as a base and adapt based on the conversation flow.
