EURUSD 1.31291/1.31317
USDJPY 76.531/76.553
Dealing Desk Phone Etiquettes
The customer has the right to issue a request and give instructions over the telephone only when there is no internet connection and it is impossible to use the client terminal.
The customer shall issue the request and give instructions to the operator using the following number: 46.(0)8.559.22.127.
The customer has to be authorized before he/she gives request and instructions over the telephone.
In case of unsuccessful authorization or if the customer refuses to go through this process, his/her request and instructions will not be accepted.
The customer can speak over the telephone using only the English language.
The terms used in this document have the same meaning as defined in the Terms of Business.
A. Authorization
1. Modify order level for the open position
Customer: "Hello, this is John Smith, my login is 1234, my password –smith".
Operator: "Hold on a second, please".
"Ok, you´ve been successfully authorized".
Otherwise, customer requests and instructions will be declined.
B. Open a position
Customer: "USDJPY, 2.8 lots".
Operator: "117.55/117.60 or 117.55/60 or 55/60" (Bid/Ask).
Customer: "Buy" or "Sell" or "Nothing done"
In the last case, the telephone conversation has to be concluded.
Operator: "You bought USDJPY, 2.8 lots, at 117.60, order ticket 22365".
Customer: "Done".
C. Close a position
1. Close a position at the requested price
Customer: "Close a position, ticket 22365, USDJPY, buy 2.8 lots".
Operator: "118.10/118.15".
("Bid/Ask", or just "Bid" if the Customer closes a Buy position or just "Ask" if the Customer closes a Sell position).
Customer: "Done" or "Nothing Done" (If the Customer has no intention to continue the conversation it has to be concluded).
Operator: "You closed a position on USDJPY by buying 2.8 lots at 118.10".
Customer: "Done".
NOTE: The Customer should specify if he/she closes a position partially.
e.g.: "Close a position with number 22365, USDJPY by buying 2.8 lots, partially in 1.4 lots".
Close a position by the opposite one
D. Place an Order
1. Place a Stop Loss or/and Take Profit order
Customer: "I would like to place a Stop Loss on the Buy position on USDJPY with ticket 22365 at the level 117.70".
Operator: "You placed the Stop Loss order on the Buy position on USDJPY with ticket 22365 at the level 117.70".
If customer instruction does not breach the Terms of Business, the operator will accept it. Otherwise, the operator will decline it.
Customer: "Done".
2. Place a pending order
Customer: "I would like to place a Buy Limit pending order on USDJPY, 1 lot, at 117.50".
Operator: "You placed a Buy Limit pending order on USDJPY, 1 lot, at 117.50".
If customer instruction does not breach the Terms of Business, the operator will accept it. Otherwise, the operator will decline it.
Customer: "Done".
E. Delete an Order
1.Delete a Stop Loss or Take Profit order
Customer: "I would like to delete a Stop Loss order on the Buy position with ticket 22570, USDJPY".
Operator: "You deleted the Stop Loss order on the Buy position with ticket 225070, USDJPY".
If customer instruction does not breach the Terms of Business, the operator will accept it. Otherwise the operator will decline it.
Customer: "Done".
2. Delete a pending order
Customer: "I would like to delete a Sell Stop pending order with ticket 24587, USDJPY".
Operator: "You deleted the Sell Stop pending order with ticker 24587, USDJPY".
If customer instruction doest not breach the Terms of Business, the operator will accept it. Otherwise the operator will decline it.
Customer: "Done".
F. Modify Order Level
1. Modify order level for the open position
Customer: "I would like to modify a Stop Loss order level for the Buy position on USDJPY with ticket 22365 from 117.70 to 117.50".
Operator: "You modified the Stop Loss order level for the Buy position on USDJPY with ticket 22365 from 117.70 to 117.50".
If customer instruction does not breach the Terms of Business, the operator will accept it. Otherwise, the operator will decline it.
Customer: "Done".
2. Modify pending order level
Customer: "I would like to modify a Buy Stop pending order level, USDJPY, ticket 22365, from 117.70
to 117.50". Operator: "You modified the Buy Stop pending order level, ticket 22365, USDJPY, from 117.70 to 117.50". If customer instruction does not breach the Terms of Business, the operator will accept it. Otherwise, the operator will decline it. Customer: Done.
G. Check Open Positions and Orders
to 117.50". Operator: "You modified the Buy Stop pending order level, ticket 22365, USDJPY, from 117.70 to 117.50". If customer instruction does not breach the Terms of Business, the operator will accept it. Otherwise, the operator will decline it. Customer: Done.
Customer: "I would like to check my open positions and orders".
Operator gives to the customer all of his/her open positions details: ticker, instrument, position size, open price, Stop Loss, and Take Profit orders levels. Then, the operator gives to the customer all active pending orders details: ticker, instrument, order size, pending order level, Stop Loss, and Take Profit orders levels.
H. Price Request
In order to request a price, the customer who has no intention to make a transaction does not have to be authorized. In this case, the customer has to state his/her name and surname and login.
Customer: "Hello, this is John Smith, my login is 1234, EURUSD rate".
Operator: "1.0310".
In this case, the operator does not give the Bid/Ask price, instead the indicative quote from the client terminal. Such quote is not the price for making a transaction, but the quote the operator sees on the screen of the client terminal. As usual, such requests are common for those customers, who have a long-term position, and for any reason does not have internet access at that moment.
1. Close a position at the requested price
Customer: e.g.: "Close a position, ticket 22365, USDJPY, opposite position – buy 2.8 lots, ticket 22470.".
Operator: "You closed Buy position number 22365 in USDJPY, 2.8 lots of the opposite position, ticket 22470, Buy 1 lot", if such position exist. If such position do not exist, the operator will decline the request.
Customer: "Done"
I. How to Conclude a Telephone Conversation
1. Once the customer has made a request or has given an instruction he/she says, for example, "Thank you, bye" and hangs up.
2. If the customer has made a request or has given an instruction in accordance with pp. 2-8 of this document and has received confirmation from the operator but is being silent for 5-10 seconds, the operator has the right to hang up saying, for example, "Thank you, bye".
J. Other
1. The Dealing Desk Phone Etiquette gives scripts that the customer should use during telephone conversation with the operator. Please note that the quoted words are the suggested questions and answers to have a successful and smooth telephone conversation between the customer and the operator. If the customer fails to comply with the phone etiquette, the operator will have the right to terminate the telephone conversation.
2. The telephone conversation must be concluded in accordance with the Phone Etiquette. The customer accepts that if the telephone conversation is not concluded in accordance with the Phone Etiquette, i.e. terminated by any reason, he/she will not refuse to take responsibility for made requests or given instructions (to place, modify or delete an order).
3. In the situations described in Closing a Position, Placing an Order, Deleting an Order and Modifying Order Level, the customer, among other details, must specify the position (pending order) ticker. It is possible that the customer who does not have internet connection may not know it. The operator has the right to accept such instruction without a ticker number if the customer is able to indicate all the other details correctly. If the customer has two or more positions with the same specifications, the operator has the right to select any of them.
4. The operator and the customer have the right to record all telephone conversations. These records will constitute the evidence of all made transactions and may be used in case any dispute or conflict of interest arises. If neither operator nor customer does not have any records, the operator´s actions are considered as appropriate at that moment.
