Sales terms, in plain language.

The US system for business texting from ordinary 10-digit phone numbers, where the business and each use of texting are registered before messages flow.

The record of something software did on the team’s behalf: what happened, to whom, when, and under whose authority.

The running history on a customer record: calls, texts, emails, meetings, notes and what was promised each time.

The simulated customer in a practice call, given a situation, a personality and a reason to resist.

Telling the person on the other end that they are talking to software, in the first few seconds and in plain words.

Practice conversations where software plays the customer, so a rep can rehearse a hard call before having it with a real one.

A legal standard under which every participant in a conversation must consent before it may lawfully be recorded.

The contact made before a scheduled meeting to reinforce the time, the person and the reason for meeting.

A scheduled meeting posted where the whole team can see it, with the time, the customer, what they want and who is expecting them.

The share of real sales opportunities that end with a scheduled meeting, calculated as appointments set divided by opportunities.

The person responsible for opening a conversation, establishing the reason to meet and arranging the next conversation with the appropriate owner.

A set appointment that actually happened, counted once against the customer rather than the booking.

Something software is allowed to do on its own because a manager authorized that specific kind of action in advance.

A federal telemarketing phrase covering calls that play a recording or use a synthetic voice rather than a live person speaking.

Software that places calls automatically, a category federal telemarketing rules treat with particular care.

A sequence software runs end to end without a person at each step, inside limits that were set before it started.

Something a customer says or does that shows real purchase interest, such as asking about availability, price, timing or how to get started.

A signal is interest the customer showed. A flag is a problem in how the conversation was handled. They call for different responses.

The planned pattern of follow-up contacts over time: how many, how far apart, on which channel, and saying what.

Checking recorded sales calls against a few set questions to find what was promised, what was missed and what to do next, with the moment each finding comes from.

Choosing a defined subset of calls for a specific review question, with the selection method and excluded calls recorded.

Judging a sales call against a written standard, ideally as observable pass or fail items rather than a subjective rating.

Assigning unique phone numbers to marketing sources so a team can tell which ad or listing produced each inbound call, usually with recording attached.

A customer explicitly asking to be called back, which creates a commitment with a name and a time attached.

A specific observation about a conversation, paired with the source passage and the limits of what that passage establishes.

The share of sales opportunities that end in a won deal, usually reported per rep and per team.

A specific point in a real conversation where a different choice would likely have changed the outcome.

Something a person agrees to do next, stated clearly enough that both sides would describe it the same way afterward.

The planned series of contacts between setting an appointment and the meeting itself.

Software that reviews recorded calls and message threads to surface signals, gaps and coaching moments for managers.

The system a team uses to log customers, leads, notes, tasks and follow-up activity through the sale.

Sending what happened in a conversation back into the customer record, so the CRM reflects the call instead of a rep’s memory.

What a customer is actually trying to do, read from what they say and ask rather than from the source the lead came in on.

A survey score that shows how customers rate a purchase, a call or a service experience, usually collected right after it.

A sales conversation used to understand the customer’s situation, priorities and decision process before proposing a solution or a next meeting.

The national registry and the company’s own records of people who have asked not to receive sales calls, which a sales team has to honor.

A second record for a customer who is already in the system, usually created by a new inquiry from a different channel.

A pointer from a claim about a conversation back to the exact moment in the recording or message where it happened.

A promise or request inside a conversation that was never answered, such as a callback, a price or a document the customer asked for.

How long a caller waits on hold, in a queue or during a transfer before reaching someone who can help.

The moment an AI agent stops and passes the customer to a person, along with everything said so far.

Two different starting points: a caller who wants an answer now, and a web form that has to be turned into a conversation.

The team that works inbound calls, web leads and text follow-up by phone, with the goal of setting appointments or closing the sale remotely.

Deciding who owns a new opportunity, by rotation, by skill, by source or by who handled the customer before.

The time between a lead arriving and a real person making meaningful contact with that customer.

Where an opportunity came from, recorded on the customer record and used to judge what marketing is producing.

The recorded explanation for why an opportunity ended without a sale, chosen from a short and honest list.

A manager or senior rep stepping into a conversation to keep a stalled deal alive, or before the customer leaves without a next step.

The share of a defined set of eligible conversations in which the customer agrees to a specific meeting, with the counting rules and period stated.

A promise to call a customer back that passed its time with no call.

A sales call the team never handled: it rang out, went to voicemail, was abandoned in a queue or died on hold.

Letting a voice agent pick up sales calls that would otherwise ring out, go to voicemail or die on hold.

The single specific action agreed at the end of a conversation, with an owner, a time and something the customer is expecting.

A customer who agreed to an appointment and did not show up, and did not cancel beforehand.

The contact made right after a missed appointment, while the customer still remembers agreeing to meet.

An objection is resistance you can work with. A condition is a fact that has to change before any deal is possible.

Guidance delivered while a conversation is still happening, such as a prompt to ask for the appointment before the call ends.

A legal standard under which only one participant in a conversation needs to consent for it to be recorded lawfully.

A two-way conversation with someone who could buy, where the team had a genuine chance to set a next step.

Words a message recipient uses to stop future contact, alongside other clear requests that may express the same choice.

A customer contacting you from far enough away that distance, logistics and paperwork become part of the conversation.

A message or call prepared by software for a person to review, send or discard before the customer ever sees it.

Giving a customer a monthly payment or price figure by phone or text before the details that decide it are settled.

A customer whose real question is the monthly number rather than the total price.

Looking at one person’s conversations as a set, so patterns show up that a single call review would never reveal.

The boundary around what a person or a system may see and do, set by role, by team and by type of action.

A customer’s stated resistance on price, which often stands in for a different concern such as the monthly payment or the cost of switching.

A customer working several companies on price, who will keep calling until somebody gives them a reason to stop.

A signed agreement, electronic signatures included, that lets a business send marketing calls or texts with an autodialer or a prerecorded voice to the phone number it names.

The hours a sales team does not call or text customers, set by federal and state rules and often narrowed further by the team’s own policy.

The contact owed to a customer after numbers were sent, which is a different job from general follow-up.

Reopening a conversation with a customer who went quiet weeks or months ago, with a reason that is about them.

Matching a conversation to the right customer record, and deciding what happens when two systems disagree.

The disclosure telling a caller that the conversation is being recorded, typically played before the call reaches a person.

The policy for how long a recording is kept, where copies exist and what happens when the retention period or a legal hold ends.

A customer whose current contract, policy or plan is coming up for renewal, which puts a date on the decision and makes the options worth explaining.

Moving a set appointment to a new specific time, which keeps the opportunity alive instead of turning it into a no-show.

The short, ordered list of calls, findings and drafts that need a person’s judgment before anything else happens.

Data about companies and people you might sell to, such as contact details, company facts and signs of buying interest, used to decide who to contact.

Appointments shown divided by appointments set, read per rep and per source rather than as a team average.

The point where the person who set the appointment passes the customer to the person who will run the meeting and close the sale.

The share of set appointments that actually happen, calculated as appointments shown divided by appointments set.

The share of a defined group that ended in a sale, such as appointments shown or leads from one source.

The practice of reaching a new lead as fast as possible, while the customer is still thinking about the question they asked.

A customer deferring a decision until they speak with a partner or another person involved in the purchase.

The second person involved in the decision, who may also need to be on the paperwork.

A dated, owned to-do attached to a customer record, which is how a promise becomes something the team can check.

The federal law that limits automated and prerecorded sales calls and texts, sets calling hours and underpins the do-not-call rules.

A customer inquiry bought from an outside marketplace, comparison site or lead seller rather than generated by the company itself.

The ongoing contact with customers who showed interest or met with the team but did not buy.

A prepared voice message left in a voicemail inbox, with the delivery method specified because a rep-triggered message and a ringless delivery are different workflows.

A short agreed phrasing for a recurring moment in a conversation, such as asking for the appointment.