13. We take great care in making sure that we recruit the right sales people. In many respects, they represent the public face of BT, and it is very important to us that you have confidence in them, and that you are treated courteously and fairly. So, we take all necessary steps to ensure that our sales people are professional, straightforward, and trustworthy - and when we allow third parties to promote and sell our services to you, we ensure that they have the same qualities. As you would expect, as a minimum we make thorough checks on all our prospective sales people.
14. Once we are happy we have the right people, we make sure that they have all the training and briefing they need, to provide you with all the information you need. In addition to providing initial training, we constantly provide updates and refreshers for our people. These provide them with information on a whole range of issues, such as our latest products and services, new legal and compliance requirements, complaints handling - and, of course, new codes of practice.
15. We recognise that these are elements of our business that you don't normally see - and if you would like further detail on our policy on the recruitment and training of sales people, please refer to Annex 1.
