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How to Use This Doc
Think of these outcomes as a standardized language for what happened on a call. They make it easy to coach, measure conversion, and ensure complianceâwithout anyone needing to guess what âreallyâ happened.
đč Sales & Recruiting Outcomes
Appointment Outcomes
Appointment Set
A meeting is scheduled with a specific date and time. This can be in person or virtual (e.g., a listing consultation, showing, buyer consultation, or Zoom).
âImportant: follow-up calls donât count unless theyâre explicitly scheduled as a meeting.Appointment Not Set
No appointment was secured.Asked for Appointment
The agent directly asked the prospect to schedule a meeting.No Ask for Appointment
The agent did not attempt to set an appointment.
Next Step / Interaction Outcomes
Next Step Created
A specific follow-up action was agreed upon (e.g., scheduling another call, confirming a Zoom consult, setting a showing).Call Back Requested
The prospect asked the agent to call again later (date/time may or may not be given).Left Voicemail
The outcome of the call was leaving a voicemail instead of speaking live.
Prospect Response Outcomes
Not Interested
The prospect clearly said theyâre not interested in moving forward.Wrong Number
The call reached someone other than the intended prospect.Do Not Call
The prospect asked not to be contacted again.
Catch-All
Other
For rare cases that donât fit any of the above categories.
đč Customer Service Outcomes
Resolution & Satisfaction Outcomes
Issue Resolved
The clientâs concern was fully addressed and they confirmed theyâre satisfied.Customer Satisfied
The client expressed general satisfaction, even if no specific issue was resolved.
Pending / Follow-Up Outcomes
Follow-Up Requested
The client is waiting on additional steps or information (e.g., inspection reports, lender approval).Next Step Created
A follow-up action was scheduled or agreed upon.Call Back Requested
The client asked the agent to call again at a later time.Left Voicemail
A voicemail was left instead of connecting live.
Feedback & Issues Outcomes
Negative Feedback
The client voiced frustration or dissatisfaction.Financial Issues
The client mentioned money-related obstacles or discrepancies that must be resolved.
Referral & Contact Outcomes
Vendor Referred
The client was directed to another professional (e.g., inspector, lender, insurance).Wrong Number
The call reached someone who wasnât the intended client.Do Not Call
The client asked not to be contacted again.
Catch-All
Other
Any situation that doesnât fit the categories above.
đč Non-Licensed ISA Outcomes
These outcomes apply when Inside Sales Agents (ISAs) are making calls and must stay within compliance boundaries.
Appointment Outcomes
Appointment Set / Not Set
Same definition as Sales & Recruiting outcomes.Asked for Appointment / No Ask
Whether the ISA attempted to set an appointment.
Next Step / Interaction Outcomes
Next Step Created
A specific follow-up action is scheduled.Call Back Requested
The prospect asked for a call at a later time.Left Voicemail
A voicemail was left instead of connecting live.Prohibited ISA Topic
The ISA entered into a conversation they are not licensed to handle (see âProhibited Topicsâ below).
Prospect Response Outcomes
Not Interested / Wrong Number / Do Not Call
Same as Sales & Recruiting outcomes.
Catch-All
Other
For cases that donât fit elsewhere.
đ« Prohibited Topics for ISAs
Inside Sales Agents must not give advice or make statements in areas that require a real estate license. These include:
Property value or pricing advice (âThat home is worth $540kâ).
Negotiation strategies (âAsk them to cover closing costsâ).
Presenting or conveying offers (âIâll submit your offerâ).
Explaining or drafting contracts (âThat contingency means you can walk awayâ).
Advising on contingencies (âWaive appraisal to win the dealâ).
Commissions or fees (âWeâll discount our commission to X%â).
Financing advice (âRates are 6% todayâ).
Property condition opinions (âThis is a safe areaâ).
Non-public/inside information (âThe seller is desperate to closeâ).
Escrow/wire instructions (âSend the money to this accountâ).
Inspection or appraisal outcomes (âThis wonât fail appraisalâ).
MLS/advertising promises (âWeâll make it Active tomorrowâ).
Implying licensure (âIâm your agentâ).
Accepting commitments/authority (âWe accept your offerâ).
Legal/tax/HOA interpretation (âThis easement means you can park hereâ).
Safe Alternatives:
ISAs can always connect the prospect to a licensed agent or lender, explain the team process, or describe what services are available.