Compliance
The 10 Commandments. Non negotiable. No close is worth a complaint. No commission is worth a regulatory issue.
Compliance is Not Optional
Every word in this module is mandatory knowledge. Violations can result in termination, legal action, and regulatory consequences. If you are ever unsure whether something is compliant, do not say it. Ask your manager first.
Thou Shalt Not Make Guarantees
Never guarantee returns, performance, or outcomes. Weiss provides research and ratings, not financial advice. Saying 'this will make you money' is a compliance violation and potentially illegal.
Never Say
This stock is guaranteed to go up 50% this year.
Say Instead
Based on our research, this stock has a strong Weiss rating and the fundamentals look solid. But all investments carry risk.
Thou Shalt Not Provide Personal Financial Advice
You are a sales representative, not a financial advisor. You can explain what Weiss products do. You cannot tell someone what to buy, sell, or hold in their personal portfolio.
Never Say
You should sell your bank stocks and buy gold.
Say Instead
Our Safe Money Report covers strategies for investors who are concerned about bank safety. The founder writes about this every month.
Thou Shalt Record Every Call
All calls are recorded for quality assurance and compliance. This protects you and the customer. Never attempt to circumvent the recording system.
Never Say
Let me call you from my personal phone so we can talk freely.
Say Instead
Just so you know, this call is recorded for quality assurance. That protects both of us.
Thou Shalt Not Disparage Competitors by Name
You can explain the Weiss difference (independence, consumer funded model) without naming competitors. Let the prospect bring up competitors. Then address the model, not the company.
Never Say
Morningstar is terrible. Their ratings are bought and paid for.
Say Instead
The key difference with Weiss is that we are funded by consumers, not by the institutions we rate. That independence is what the GAO validated.
Thou Shalt Honor the Refund Policy
If a member requests a refund within the applicable guarantee window for their product tier, process it professionally. Do not argue, negotiate, or try to save the sale at that point. Escalate Premium Service and WPC refund requests to management. A clean refund protects the company from complaints and chargebacks.
Never Say
Are you sure? You are going to miss out on a lot of value.
Say Instead
Absolutely. I will process that for you right now. If anything changes in the future, we are always here.
Thou Shalt Not Misrepresent Products
Describe products accurately. Do not exaggerate features, inflate track records, or promise capabilities that do not exist. If you do not know the answer, say so and find out.
Never Say
This service has a 95% win rate on every trade.
Say Instead
This service provides specific trade recommendations with entry and exit points. Like any investment approach, results vary.
Thou Shalt Respect the Do Not Call List
If a customer asks to be removed from the call list, do it immediately. No exceptions. No 'one more try.' Log it in the system and move on.
Never Say
I understand, but let me just tell you about one more thing...
Say Instead
Done. I have removed you from our call list. If you ever want to reach out to us, here is our number.
Thou Shalt Document Everything
Every call, every outcome, every next step goes into Salesforce. If it is not in the CRM, it did not happen. This protects you in disputes and helps the next rep who touches the account.
Never Say
I will remember what they said and log it later.
Say Instead
Immediately after the call, log notes, outcome, and next steps in Salesforce.
Thou Shalt Not Process Unauthorized Charges
Never process a payment without clear verbal authorization from the customer on a recorded line. Never charge a different amount than what was agreed. Never add products without consent.
Never Say
I will just add this to your existing subscription.
Say Instead
So to confirm, I am going to process [product] at [price]. You will see that charge on your [payment method]. Is that correct?
Thou Shalt Treat Every Customer with Respect
Regardless of how the call goes. Regardless of what they say. Regardless of whether they buy. Every person on the phone is someone's parent, grandparent, or partner. Treat them accordingly.
Never Say
Well, if you do not want to protect your money, that is your choice.
Say Instead
I appreciate your time today. If anything changes or you have questions down the road, do not hesitate to call us.