announcement to send in

counterscript
to whom am I speaking ?
©
start asking immediately telemarketer does not cooperate
after first question is asked
if you get in a difficult conversation, make use of the
could you spell your name for me please? conversation moves below and then continue with the
script on the left side of the page

telemarketer refuses to provide information

could you tell me how you found this phone number?
Mr/Ms ... why don’t you want to answer my question?
ooh, this way
no time other reason
and is this your full time job? part time what else do you do for living?
date
when can I call you back?
full time I am a houseman/-wife I study I have another job
time
hang the phone have a pleasant day
ah nice, what do you study? ah nice, what exactly?
that’s funny, my neighbour continue with the script at the next conversation
does the same thing!
telemarketer wants to know why you are asking questions
do you also live in ... ? (add your place of residence)?
I would like to know more about the person I am speaking
incredible! yes no, in to right now Mr/Ms ... why don’t we get back to my question?

and how long have you been in the telemarketing business? oh, that’s nice as well! telemarketer wants to know what happens to his/her answers

that’s not very long 0-5 months 5 › months I can appre c i a te your hes i tation Mr/Ms ..., howeve r,
$/ /£ per hr / day/ wk/mnth this is an important piece of information used for ve r i-
and, do you like your job? that’s quite long $/ /£ per conversation fi cation purposes and I will handle it with strict co nfi-
d e n t i a l i ty. With that in mind, would you consider and
p rovide me with the info r m a t i o n?
no yes no clear opinion that doesn’t sound bad at all!
telemarketer keeps asking questions
I think I would like this kind of job as well do you get time off for going to a dentist?
I can not answer your question(s) in interest of this
why are you doing it then? how much do you earn? yes no investigation

is it important to have good teeth for your job? I can’t provide this information because I need
unprejudiced answers
yes no
an answer to this question might jeopardise the partiality of
this investigation and it would prove unreliable
thank you for your information. would you mind which toothpaste would you recommend?
giving me your phone number in case I need additional I am sorry, the information you ask for is unfortunately not
information? available for you
thank you and have a pleasant day. good bye
telemarketer gets upset
impression + +/- - + +/- - after finishing the conver- hang up
sation, cross-check these the phone I can appreciate your concern, but aren’t you calling me?
accent tempo
blanks to give an overall
word choice volume don’t you like talking with me?
impression of your
enthusiasm sympathy telemarketer
do you have a problem answering questions to a stranger on
the telephone about which you don’t know the purpose?
your name

your street and number legend titles for different parts

your postal code follow the arrow

important instructions
your place
make the triangle of your choice black
your country
text you speak
your phone number
fill in the blanks when po ssible
send the counterscript to fax the counterscript to e-mail the counterscript to difficult conversation moves

EGBG Data Control Group 0031 • 20 • 620 95 73 martijn@egbg.nl possible reactions of the telemarketer
Schapenlaan 7a
1862 PW Bergen questions about you
the Netherlands