counterscript

announcement to send in

Start asking right after first guestion is asked

To whom am I speaking? 3 Could you spell your name for me?

Could you tell me how you found this phone number?

Oh, this way

And is this your fuli time job?

> part time

What else do you do for living?

7		7	7	7
fuli time		1 am a housewife/houseman	1 study	1 have another job

Nice, what do you study? I Nice, what exactly?

That's funny, my neigh-bour does the same thing

Do you also !ive in ...? (add your place of residence)

Incredible

7    7

yes no, in

And how long have you been in telemarketing business? 5 Oh, that's nice as well

That's not very long

And, do you like your job? 5 That's quite long

7    7

no yes no elear opinion ITT

I think I wouid like this kind of job as well

p 0-5 months | 5 > months

- $/€/£	per hr/day/wk/mnth
$/€/£	per conversation

That doesn't sound bad at all

Do you get time off for going to a dentist?

Why are you doing it then? I How much do you earn?

T

7    7

yes	no
\	r

Is it important to have good teeth for your job?

Thank you for your information. Wouid you mind giving me your phone number in case I need morę information?

7_v_

yes	no
	r~

Which toothpaste wouid you recommend?

fi

Thank you and have a pleasant day. Good bye

impression	+	+/-	-
accent				tempo
wordchoice				volume
enthusiasm				sympathy

Your name

Hang up the phone

After finishing the conver-sation, cross check the blanks to give an impres-sion of the telemarketer you have just spoken to

Your Street and number

Your postał codę

Your place

Your land

Your phonenumber

_v_ _v_

Send the counter-script to:J Or fax the counter-script to: ► 0031 • 20 • 4711 485 EGBG data control group, Churchilllaan 246-11,1078 EZ Amsterdam, the Netherlands

Telemarketer does not cooperate

If you get in a difficult conversation, make use of the conversation moves below and then continue with the script above

■ Telemarketer refuses to provide information

Mr/Ms ... why don't you want to answer my guestion?

7__7

no time other reason

datę

When can I cali you back

Hang up

ZE

Thank you have a pleasant day

time

Continue with the script at the next conversation

Telemarketer wants to know why you are asking an (un)certain guestion

I wouid like to know morę about the person I am speaking to right now Mr/Ms ... why don't we get back to my guestion?

Telemarketer wants to know what happens to his/her answers

I can appreciate your hesitation Mr/Ms ..., however, this is an important piece of information used for verification purposes and I will handle it with strict confidentia-lity. With that in mind, wouid you reconsider and provide me with the information?

Telemarketer keep asking guestions

I can not answer your guestion(s) in interest of this investigation

I cant provide this information because I need unprejudiced answers

An answer to this guestion might jeopardise the partiality of this investigation and it wouid prove unreliable

I am sorry, this information is not available right now. Can we continue now Mr/Ms ...

> Telemarketeer gets upset

I can appreciate your concern Mr/Ms ... but arent you calling me?

Mr./Ms...., don't you like talking to me?

Do you have a problem answering guestions to a stranger on the telephone about which you don't know the purpose?

Legend

fol Iow the arrow

t> make the triangle of your choice black

important instructions	1 guestions about you
text you speak	possible reactions of the telemarketer
fili in the blanks when possible	difficult conversation moves