MoosedMoosed Sales Academy · Beginner — Foundations · B8
B8 — Compliance I
*Source map: the six walls (M0) + fast-track Block 4 (money boundaries)
+ customer-communication-rules.md + Rules v12 (opt-outs, Reignition
closables). This module is doctrine verbatim — where doctrine speaks,
the lesson quotes its substance exactly. Sitz time: ~25 min.*
Learning objectives
By the end of B8 you can:
- 1. State the TCPA basics as a floor rule: no opt-in, no text — and what
the permission template is for.
- 2. Execute STOP discipline instantly and permanently.
- 3. Recite the never-say list and produce the compliant alternative for
each item.
- 4. Handle customer data like it's borrowed: records in your CRM, nothing
personal kept off-system.
- 5. Name the hard-fail list — the six things that end a test run and can
end a career here.
Lesson script (narration)
[SLIDE: B8 title — "Compliance I" — shield/walls plate]
TRAINER: (Walls, spoken.) "This module has no technique in it.
It's the fence everything else runs inside — and the fence is federal
law plus house doctrine, in that order.
"TCPA, floor version: you may only text a customer who has opted
in. If a customer hasn't opted in, your text form stays locked to the
permission template — the message that asks permission. Sending it
is how you request the opt-in; you do not free-text around it. A
customer who replies YES is opted in. A customer who replies
STOP — or unsubscribe, or any clear opt-out — is done being texted.
Not 'done for today.' Done. You never text an opted-out customer again
on any channel to restart it, and an unsubscribe is never a sales
objection to overcome.
"Opt-outs are also one of the only ways a lead truly closes, and it's
worth hearing the whole list from the Reignition Rule: **a lead closes
only when the CUSTOMER decided** — bought elsewhere / already found one
(stated), opt-out/STOP, wrong number, hostile do-not-contact, or
sent-by-mistake. Our judgment that 'nothing is pending' never closes
anything (B9 teaches what we do instead: reignite)."
[SLIDE: "The never-say list" — red-line graphic]
"The never-say list. Learn it as pairs — the trap and the compliant
answer:
- Never promise or guarantee an approval. Say: 'Pre-approval' —
never bare 'approval' — and 'the banks decide.'
- Never quote a price, payment, or rate in chat or text. Pricing
questions go to the store: callers are given the store's own
phone number;
numbers come from the desk, with authority, in the deal — not in a
thread.
- Never ask about a cosigner. Not ever, on any channel.
- Never invent a fact — vehicle, approval, timeline, anything.
'Let me check' is always available and always right.
- Never say 'try.' We say what we will do.
- Never argue with an angry customer. You stop, you flag it to your
manager, you send nothing further until it's cleared. Heated threads
are never defended against and never promised compensation.
- Never raise credit first. The customer brings credit up; then you
answer inside the walls."
[SLIDE: "Customer data is borrowed" — lock graphic]
"Data care. A customer's information — phone, income, credit
situation — lives in your CRM and nowhere else. Not in your personal
phone's notes, not in a group chat, not on a sticky note that outlives
the day. You read the full record before you work it (B6), you write
the five-part note, and the record stays the only copy. And privacy
between customers: one customer's situation is never another customer's
story detail — story frames (B7) carry no names and no identifying
facts, ever."
Word tracks (TRACK)
The wall answer — credit worry:
"I won't promise you an approval, because that's not mine to promise
— the banks decide. What I can promise is that your situation gets
put in front of them straight, with nothing dressed up."
The no-number answer — price/payment in a thread:
"I won't invent a number to keep this conversation going — a made-up
figure would waste your trip. Numbers come from the desk, with
authority, and they'll be real when you hear them."
Opt-in request (permission pattern, spoken form):
"Before I text you anything else — is it OK if I send you a text
when something comes in that fits what you're looking for?"
Photo job aid — desk card B8
THE FENCE
- No opt-in → no free text. Locked form = permission request only.
- STOP = stop. Forever, every channel. It is not an objection.
- Never: promise approval · quote numbers in chat/text · ask about a
cosigner · invent a fact · say "try" · argue with angry (flag it) ·
raise credit first.
- A lead closes ONLY when the customer decided: bought elsewhere,
opt-out, wrong number, do-not-contact, sent-by-mistake.
- Customer data lives in your CRM. Nowhere else.
Floor drill — partner role-play
Rapid-fire battery (from the fast-track). Partner B fires ten prompts —
price ask, "will I get approved?", payment ask, "my wife could cosign,
right?", a STOP reply, an angry rant, "just text me at midnight," "has
it been wrecked?", "skip the bank, what would YOU do for me?", "call
me Sunday." Partner A answers each inside the fence or stops/flags
correctly.
Trainer watches for: three-for-three discipline on price/credit/
cosigner (the fast-track bar); STOP honored instantly with no farewell
pitch; angry prompt → stop + flag, zero argument. Any breach: "Stop.
Name the wall."
Practice self-check (ungraded)
- 1. A customer texts STOP, then texts a question an hour later. What
does doctrine say about the texting channel? What are your options?
- 2. "My buddy said you'd get me approved, 100%." Your exact reply.
- 3. List the five customer-decided closings.
- 4. Where may a customer's income details be written down?
Field assignment (same day)
Audit your own last week of threads (or your manager's cleared sample
set): check every thread for opt-in status honored, no numbers in
chat/text, no cosigner asks, STOPs honored. Report the count and any
miss — honestly, by name — to your trainer. A self-reported miss is a
coaching item; a discovered one is a compliance item. File the report
to your record.
Institute media note: the narrated video for this module is available on the module page.
Module media & materials
Slide deck (PDF) · Job aid / desk card (PDF)
Enrolled learners: record this unit on your learner record from your course page. Reading is open to everyone; progress, the end-of-course test (B10), and certificates live on the learner record.