Check every sales call for the disclosures it must include

Fields

• Rule set (as named in the context)
• Sales call transcript with speaker labels

Questions

1. Is this a call where the agent offers, sells or signs the customer up to a product or plan? Yes / No

   Count calls where a product or plan is described, offered or signed up, whether or not the customer agrees. Yes: The agent describes, offers or signs the customer up to a product or plan. No: The call is only about service, billing, a fault or an existing plan, with nothing offered. The disclosure questions then have nothing to check.

2. Does the agent give the opening statements the rule set requires before describing any product or its benefits? Yes / No

   Use the opening item of the rule set named in the rule_set field, such as the agent's name and company, a recording notice or a sales call notice. A recorded announcement quoted in the transcript counts. Order matters: each opening statement must come before the agent starts describing a product, a price or a benefit. Yes: Every opening statement the rule set requires is given, and before any product is described. No: An opening statement is missing, or comes only after the agent has started describing a product or its benefits.

3. Does the agent state the price the customer will pay, in the form the rule set requires? Yes / No

   Use the price item of the rule set, such as a monthly price and whether taxes are extra, or unit rates and standing charges. Yes: The price is stated in the form the rule set requires. No: No price is stated, or only part of it, for example a saving without the price it comes off.

4. How does the agent explain what the price depends on and when it changes, as the rule set requires? Choice

   Use the price conditions item of the rule set, such as how long a promotional price lasts and the price after it, a discount that depends on autopay or paperless billing, a price rise during the contract, or whether an energy tariff is fixed or variable. A vague reassurance in answer to the customer's question does not count as an explanation. Pick one option.

   • Conditions explained The price as sold has a condition or a change the rule set names, and the agent explains every one of them.
   • A condition left out The price as sold has a condition or a change the rule set names, and the agent leaves at least one out or answers a question about it with a vague reassurance.
   • No condition in the call Nothing said in the call shows the price has a promotion, a discount condition, a planned change or, for energy, a tariff type to state.

5. Does the agent state the contract length, or that there is no fixed term? Yes / No

   Use the contract length item of the rule set. Yes: The agent states the term, or says there is no fixed term. No: The agent says nothing about the contract length.

6. Does the agent explain what it costs to leave early, or say that nothing does? Yes / No

   Use the exit terms item of the rule set, such as early termination fees, device balances or charges for equipment not returned. Yes: The agent explains the exit costs the rule set requires, or says there are none. No: The agent does not state the exit terms, or dodges a question about them.

7. Does the agent tell the customer about their right to cancel after agreeing, as the rule set describes it? Yes / No

   Use the right to cancel item of the rule set, such as a 14-day cooling-off period or a 30-day guarantee. Explaining how to leave later with a fee is not the right to cancel. Yes: The agent states the right to cancel as the rule set describes it. No: The agent does not state it, or states it wrongly.

8. Does the agent offer or point to the documents the rule set requires before the customer agrees? Yes / No

   Use the documents item of the rule set, such as a broadband facts label, a contract summary or principal terms. Yes: Each document the rule set names is offered, sent, reviewed or pointed to before the customer agrees. No: A required document is not mentioned, or only after the customer has agreed.

9. How does the customer answer when asked to agree to the sale? Choice

   Judge the customer's final answer to the sale. Go by what the person says about who they are; whether they are the account holder is checked by code. Pick one option.

   • Clear yes The customer agrees to the product as described, without doubts or conditions.
   • Hesitant yes The customer agrees but voices doubts, conditions or reluctance, for example "I suppose so".
   • Agreed by someone else The person who agrees says they are not the account holder or the person the plan is for.
   • No agreement The customer declines, asks for time to think, or the call ends before they agree.
   • No sale offered No product or plan is offered in the call.

10. Does the agent make a claim the rule set forbids, or one likely to mislead the customer about the product? Yes / No

    Use the never item of the rule set. Count claims to be from or to work for a regulator, the government or the current provider; saying a price will not change when it will; saying the customer must switch or will lose something if they do not; and promises the terms do not support. A dodge that leaves the customer believing something false counts. Yes: The agent makes at least one such claim. No: The agent makes no such claim.

11. Does the agent push the customer to decide now or talk over their objections? Yes / No

    Count false urgency, such as a price only for today; repeating the pitch after the customer says no or asks for time; and talking over or brushing aside their questions. Yes: The agent uses at least one of these. No: The agent lets the customer decide at their own pace and answers their questions.

12. Does the customer say they do not understand what they are agreeing to? Yes / No

    Go only by what the customer says, never by accent, fluency or tone of voice. Count a customer saying they do not understand, did not know they were signing up, want to stop, or have trouble with memory or understanding. Yes: The customer says at least one of these. No: The customer says nothing of the kind.

13. What should a person do with this sale before the order goes live? Choice

    Judge the call as a whole against the rule set. The answer is a suggestion for a person; it does not hold or cancel the order. Pick one option.

    • Proceed Every required item is given, the customer agrees clearly, and nothing misleading or pressured is said.
    • Verification call first A required item is missing or the agreement is hesitant, and nothing misleading or pressured is said. A call to the customer can fill the gap.
    • Compliance review first The agent makes a misleading claim or uses pressure, someone other than the account holder agrees, or the customer says they do not understand. A person reviews the sale before the order goes live.
    • Not a sale No product or plan is offered in the call.

Lens columns

is_sales_call, is_sales_call_probability, opening_statements_given, opening_statements_given_probability, price_stated, price_stated_probability, price_conditions_stated, price_conditions_stated_probability, term_stated, term_stated_probability, exit_terms_stated, exit_terms_stated_probability, cancellation_right_stated, cancellation_right_stated_probability, key_documents_offered, key_documents_offered_probability, customer_agreement, customer_agreement_probability, misleading_claim, misleading_claim_probability, pressure_used, pressure_used_probability, customer_confused, customer_confused_probability, next_step, next_step_probability