Checklist of information to provide to customers on telesales calls

    This checklist of information to provide to customers on telesales calls sets out all of the information you are required to provide to consumers during telesales calls (telesales calls are also called sales calls, telephone sales, or telemarketing calls).

    For example, you must state that your calls are recorded, describe the goods or services you are selling, state certain price and payment information, explain rights of return and cancellation, state your business details and any codes of conduct or schemes you are subject to, and much more.

    This checklist of information to provide to customers on telesales calls is a helpful checklist to have on hand while making telesales to ensure you have given all the required information to consumers.

    You do not have to give all of this information to business customers, but it is good practice to do so anyway.

    Q&A

    • When should I use this document?

      You should use this checklist of information to provide to customers on telesales calls when you are making sales by telephone. Keep it on hand when making calls, and distribute it to your staff so they are also aware of their obligations.

      For more detailed guidance about telesales calls, see Telephone sales.

    • What does this document cover?

      This checklist of information to provide to customers on telesales calls covers the key information you need to give to consumers on sales calls.

      You do not need to give all of this information to business customers, although it is good practice to do so.

      The information you need to provide includes:

      • identification of the person making the call;
      • stating that the call is recorded (if it is) and the reason why;
      • the main characteristics of the goods or services being sold;
      • price and payment information;
      • information about deposits or financial guarantees;
      • delivery information;
      • information about rolling contracts;
      • rights of return, cancellation and refund;
      • how long the customer’s obligations will last;
      • certain details of digital content being sold;
      • details of after-sales service;
      • VAT registration number and other business contact details;

      and much more!

      This checklist of information to provide to customers on telesales calls also sets out which information is best sent in an email (followed by a call to conclude the sale).

    • Why do I need this document?

      You need this checklist of information to provide to customers on telesales calls to guide your sales calls and assist you to make sure you provide the required information to customers. This will help you to ensure you comply with your legal obligations and maintain your business reputation and customer relationships.

      This checklist of information to provide to customers on telesales calls also suggests which information could be sent by email to ensure it is in writing, followed up by a call to conclude the sale. This helps to set proper processes by your staff and assist staff to remember to provide all of the required information.

    • Where can I find out more?

      You can find out more about selling over the telephone at on terms and conditions for telephone sales at Telephone sales.

      Also see Model cancellation form which must be sent to customers when making telesales.

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