✅ 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 compliance—without anyone needing to guess what “really” happened.
🏡 Licensed Sales & Recruiting Outcomes:
🔔 Appointment Outcomes
Appointment Set
An in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.) is confirmed with a date and time.
Note: Future callbacks or phone follow-ups do not qualify unless explicitly scheduled as an in-person or virtual appointment.
Appointment Not Set
No in-person or virtual appointment/meeting has been secured. When Appointment Set is not applied, always apply this outcome.
Asked for Appointment
User/Agent directly asks the prospect to schedule an in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.)
Note: Asks for a future callback or phone follow-up does not qualify unless explicitly asking to schedule an in-person or virtual appointment.
No Ask for Appointment
User/Agent does not make any request or attempt to schedule an in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.)
⏭️ Next Step / Interaction Outcomes
Next Step Created
A specific follow-up action is agreed upon at a later time (e.g., call scheduled, follow-up suggested, Zoom consultation set, in-person appointment confirmed, etc.). This should always be used when Appointment Set is also an outcome.
Next Step Not Created
A specific follow-up action is not agreed upon at a later time (e.g., call scheduled, follow-up suggested, Zoom consultation set, in-person appointment confirmed, etc.). When Next Step Created is not applied, always apply this outcome.
Next Step Defined
A follow-up action is agreed upon and includes a specific date and time (e.g., “Let’s talk Tuesday at 2 PM”).
Apply this outcome only when Next Step Created is also present. Do not apply if the next step lacks an exact time or date.
Next Step Undefined
A follow-up action is agreed upon but no specific date or time is confirmed (e.g., “I’ll follow up next week,” “We’ll touch base soon”).
Apply this outcome only when Next Step Created is also present. Do not apply if no next step was created.
Call Back Requested
Other Party asks for a call back at a later time (date/time may or may not be specified).
Left Voicemail
The outcome is a voicemail instead of engaging in a live conversation. This does not include automated phone IVR prompts. Only when you have analyzed the entire transcript and the outcome was a voice message. Note: Occasionally the transcript will have speaker labels wrong for voicemails. Ensure that you look at all the words in the transcript to determine.
Vendor Referred
Other Party is directed to another professional or related service (e.g., home inspector, loan officer/lender, title or escrow company, insurance provider, etc.).
Indicators: “I recommend contacting this inspector,” “You should speak with this insurance provider,” etc.
💬 Prospect Response Outcomes
Not Interested
Other Party explicitly communicates disinterest in services (e.g., “I’m not looking to buy/sell,” “Please stop calling,” etc.).
Wrong Number
The call does not reach the intended person due to an incorrect number.
Indicators: “This is the wrong number,” etc.
Do Not Call
Other Party explicitly requests no further contact or removal from outreach.
Indicators: “Take me off your list,” “Please don’t call again,” etc.
Customer Satisfied
Other Party expresses general satisfaction and confidence in the process overall, even if no specific issue was resolved.
Indicators: “I’m pleased with everything so far,” “This has been a smooth process,” etc.
Negative Feedback
Other Party communicates dissatisfaction or frustration with how the process is being handled by the team/brokerage or even Other Party directly.
Indicators: “I’m not happy with how this is going,” “This has been very frustrating,” etc.
🌀 Catch-All
Other
Any outcome that does not fit into the categories above. Use sparingly.
💬 Customer Service Outcomes
🔔 Appointment Outcomes
Appointment Set
An in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.) is confirmed with a date and time.
Note: Future callbacks or phone follow-ups do not qualify unless explicitly scheduled as an in-person or virtual appointment.
Appointment Not Set
No in-person or virtual appointment/meeting has been secured. Use this for all calls where Appointment Set does not apply.
Asked for Appointment
User/Agent directly asks the prospect to schedule an in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.)
Note: Asks for a future callback or phone follow-up does not qualify unless explicitly asking to schedule an in-person or virtual appointment.
No Ask for Appointment
User/Agent does not make any request or attempt to schedule an in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.)
🧩 Resolution & Satisfaction Outcomes
Issue Resolved
Other Party problem or concern is fully addressed, and they confirm satisfaction.
Indicators: “Thank you, that answers my question,” “I’m happy with that solution,” etc.
Customer Satisfied
Other Party expresses general satisfaction and confidence in the process overall, even if no specific issue was resolved.
Indicators: “I’m pleased with everything so far,” “This has been a smooth process,” etc.
⏳ Pending / Follow-Up Outcomes
Follow-Up Requested
Additional steps remain outstanding and need confirmation (e.g., inspections, lender approvals, etc.).
Indicators: “We’re still waiting for the inspection report,” “The lender’s approval is pending,” etc.
Next Step Created
A specific follow-up action is agreed upon at a later time (e.g., call scheduled, follow-up suggested, Zoom consultation set, in-person appointment confirmed, etc.). This should always be used when Appointment Set is also an outcome.
Next Step Not Created
A specific follow-up action is not agreed upon at a later time (e.g., call scheduled, follow-up suggested, Zoom consultation set, in-person appointment confirmed, etc.). When Next Step Created is not applied, always apply this outcome.
Next Step Defined
A follow-up action is agreed upon and includes a specific date and time (e.g., “Let’s talk Tuesday at 2 PM”).
Apply this outcome only when Next Step Created is also present. Do not apply if the next step lacks an exact time or date.
Next Step Undefined
A follow-up action is agreed upon but no specific date or time is confirmed (e.g., “I’ll follow up next week,” “We’ll touch base soon”).
Apply this outcome only when Next Step Created is also present. Do not apply if no next step was created.
Call Back Requested
Other Party asks for a call back at a later time (date/time may or may not be specified).
Left Voicemail
The outcome is a voicemail instead of engaging in a live conversation. This does not include automated phone IVR prompts. Only when you have analyzed the entire transcript and the outcome was a voice message. Note: Occasionally the transcript will have speaker labels wrong for voicemails. Ensure that you look at all the words in the transcript to determine.
💭 Feedback & Issues Outcomes
Negative Feedback
Other Party communicates dissatisfaction or frustration with how the process is being handled by the team/brokerage or even Other Party directly.
Indicators: “I’m not happy with how this is going,” “This has been very frustrating,” etc.
Financial Issues
The call reveals financial problems, discrepancies, or obstacles that must be resolved before closing.
Indicators: “There’s a problem with the payment,” “We need to resolve this financial discrepancy,” etc.
🤝 Referral & Contact Outcomes
Vendor Referred
Other Party is directed to another professional or related service (e.g., home inspector, loan officer/lender, title or escrow company, insurance provider, etc.).
Indicators: “I recommend contacting this inspector,” “You should speak with this insurance provider,” etc.
Wrong Number
The call does not reach the intended person due to an incorrect number.
Indicators: “This is the wrong number,” etc.
Do Not Call
Other Party explicitly requests no further contact or removal from outreach.
Indicators: “Take me off your list,” “Please don’t call again,” etc.
🌀 Catch-All
Other
Any situation that does not fit into the defined categories. Use only when none of the above outcomes apply.
📞 Non-Licensed ISA Outcomes
🔔 Appointment Outcomes
Appointment Set
An in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.) is confirmed with a date and time.
Note: Future callbacks or phone follow-ups do not qualify unless explicitly scheduled as an in-person or virtual appointment.
Appointment Not Set
No in-person or virtual appointment/meeting has been secured. Use this for all calls where Appointment Set does not apply.
Asked for Appointment
User/Agent directly asks the prospect to schedule an in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.)
Note: Asks for a future callback or phone follow-up does not qualify unless explicitly asking to schedule an in-person or virtual appointment.
No Ask for Appointment
User/Agent does not make any request or attempt to schedule an in-person or virtual appointment/meeting (e.g., listing consultation, home showing, buyer consultation, video call like zoom or google meet, etc.)
⏭️ Next Step / Interaction Outcomes
Next Step Created
A specific follow-up action is agreed upon at a later time (e.g., call scheduled, follow-up suggested, Zoom consultation set, in-person appointment confirmed, etc.). This should always be used when Appointment Set is also an outcome.
Next Step Not Created
A specific follow-up action is not agreed upon at a later time (e.g., call scheduled, follow-up suggested, Zoom consultation set, in-person appointment confirmed, etc.). When Next Step Created is not applied, always apply this outcome.
Next Step Defined
A follow-up action is agreed upon and includes a specific date and time (e.g., “Let’s talk Tuesday at 2 PM”).
Apply this outcome only when Next Step Created is also present. Do not apply if the next step lacks an exact time or date.
Next Step Undefined
A follow-up action is agreed upon but no specific date or time is confirmed (e.g., “I’ll follow up next week,” “We’ll touch base soon”).
Apply this outcome only when Next Step Created is also present. Do not apply if no next step was created.
Call Back Requested
Other Party asks for a call back at a later time (date/time may or may not be specified).
Left Voicemail
The outcome is a voicemail instead of engaging in a live conversation. This does not include automated phone IVR prompts. Only when you have analyzed the entire transcript and the outcome was a voice message. Note: Occasionally the transcript will have speaker labels wrong for voicemails. Ensure that you look at all the words in the transcript to determine.
Vendor Referred
Other Party is directed to another professional or related service (e.g., home inspector, loan officer/lender, title or escrow company, insurance provider, etc.).
Indicators: “I recommend contacting this inspector,” “You should speak with this insurance provider,” etc.
Prohibited ISA Topic
If User/Agent engages in a conversation that is a Prohibited Topic defined in the List of Prohibited Topics.
💬 Prospect Response Outcomes
Not Interested
Other Party explicitly communicates disinterest in services (e.g., “I’m not looking to buy/sell,” “Please stop calling,” etc.).
Wrong Number
The call does not reach the intended person due to an incorrect number.
Indicators: “This is the wrong number,” etc.
Do Not Call
Other Party explicitly requests no further contact or removal from outreach.
Indicators: “Take me off your list,” “Please don’t call again,” etc.
Customer Satisfied
Other Party expresses general satisfaction and confidence in the process overall, even if no specific issue was resolved.
Indicators: “I’m pleased with everything so far,” “This has been a smooth process,” etc.
Negative Feedback
Other Party communicates dissatisfaction or frustration with how the process is being handled by the team/brokerage or even Other Party directly.
Indicators: “I’m not happy with how this is going,” “This has been very frustrating,” etc.
🌀 Catch-All
Other
Any outcome that does not fit into the categories above. Use sparingly.
🚫 List of Prohibited Topics (for Non-Licensed ISAs)
Topics that trigger Prohibited ISA Topic when handled by a non-licensee:
Price/Value Guidance – property value, ARV, “what to offer,” comps, investment returns.
Negotiations (Terms/Strategy) – how to negotiate price, concessions, credits, timing, terms.
Offer Presentation/Conveyance – submitting or relaying offers/counteroffers.
Contract Interpretation/Drafting – meaning, risks, filling out forms/contingencies.
Contingency Structuring Advice – which contingencies to use/remove.
Representation Solicitation (Binding Agreements) – soliciting agency commitments.
Commissions & Fees – specific amounts, discounts, rebates, negotiability.
Financing Advice/Quoting/Pre-Qualification – rates, payments, eligibility.
Property Opinions (Beyond Public Facts) – safety, schools, condition, appreciation.
Non-Public/Inside Information – private motivations or terms.
Escrow/Wire Instructions – how/where to wire or handle earnest money.
Inspection/Appraisal Direction or Promises – interpreting reports, promising outcomes.
Advertising/MLS/Access Commitments – inclusions, status changes, access, marketing details.
Implying Licensure or Personalized Professional Advice – using protected titles or giving tailored professional advice.
Binding Commitments/Authority – accepting terms, deadlines, or signing on behalf of a client/brokerage.
Legal/Tax/Zoning/HOA/Title Interpretation – giving legal/tax guidance or interpreting documents.
Safe alternatives (examples):
“Your agent can advise,” “We can connect you with a licensed lender,” “Your agent/title officer will send secure wiring instructions.”