The document discusses dealing with vulnerable customers in a fair manner. It defines vulnerable customers as those who are elderly, have language barriers, learning disabilities, or are under the influence. Agents should not proceed with a sale if the customer cannot make an informed decision. If an agent believes the customer does not understand the product, they should ask questions to check understanding and end the call if comprehension is still unclear, thanking the customer for their time.

1. Dealing with Vulnerable Customers