“Not now,” “send details,” and “we already use another provider” can mean different things. A disposition label that turns these words into a fixed buying intention risks misleading the next salesperson. Capture the statement, context and requested next step separately.
This method is for sales administration. It is not a model for inferring creditworthiness, protected traits or eligibility.
Keep four fields distinct
- Caller statement: a short, neutral paraphrase or approved quotation.
- Context: the question asked immediately before the response.
- Caller-requested action: no follow-up, information, a later call or another explicit request.
- Reviewer interpretation: optional, attributed and clearly marked as an interpretation rather than a fact.
Use neutral language
Prefer “asked to call after 15 November; no exact date agreed” over “high intent.” Prefer “said current contract runs through year end” over “not interested.” Preserve a correction if the caller clarifies their answer. Do not turn politeness, accent, emotion or a short answer into a purchase signal.
For personal data, the UK Information Commissioner’s Office explains that organizations should take reasonable steps to ensure personal data is accurate and distinguish fact from opinion. This is UK guidance; teams must check the rules that apply to their own geography and context.
Worked example: “send it over”
Illustrative case: after a pricing question, the caller says “send it over.” The record says which information was requested, the destination the caller confirmed and whether follow-up permission was stated. It does not automatically label the person ready to buy or authorize another call.
A reviewer can compare the record with the call and correct the disposition. Keep reviewer corrections visible so later reporting can measure classification disagreements.
A little more before you begin.
Should an objection be stored as a lead score?
Not by default. Store the observed statement and a separately approved classification if the organization has a tested, lawful purpose for it.
Start here
Review your sales disposition fields
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