Paul, If Genealogy.com is contracting with Mattel to provide service to Genealogy.com's inbound customer calls, Mattel should sound like Genealogy.com to those customers. Mattel staff should have a reasonable understanding of the products of Genealogy.com. Of course, the telephone clerk should not be expected to know about all the products off the top of his/her head, but should have ready access to the information at the telephone workstation. If Mattel is not able to set up it's workers to provide transparent Genealogy.com telephone order processing, then I think they are not the company to be given the job. (Or do they still have an ownership interest in Genealogy.com that distorts good business operations?)
And I don't think we believe that the order takers should be predicting what Genealogy.com will be doing with its products, just as we don't expect you or Blue to do so either. As I said before, they should act as an extension of Genealogy.com, not of Mattel or any other possible customers of Mattel's telephone order processing services.