Use approved facts
A confident guess is still a false answer. State what the reference supports. When the reference does not answer the question, say that you will find the correct answer and record the open item.
Foundation unit
Truth and records
Protect product truth, customer dignity, and a usable handoff.
Lessons
Separate fact from meaning
Write what the buyer said as a fact. Write your conclusion as an interpretation. This separation lets another person check the reasoning without changing the customer's words.
Make a complete handoff
Record the problem, impact, decision process, questions, promises, next action, and action owner. Remove personal detail that the next action does not need.
Close the loop
Check that every promise has an owner and a time. If the next action changes, update the record. Do not make the buyer chase an answer that your team promised.
Buyer drill
Practise with Adam and Eve
Adam gives you three useful facts, one opinion, and one missing answer. Create a record that another learner can use without hearing the call.
No real customer is ever contacted during practice.
Reflection
Use evidence from the drill
Which sentence in your record is an interpretation? Rewrite it so the distinction is clear.
The learning circle