Free interactive scorecard + PDF

Score the BDC behaviors that turn a phone-up into a confirmed appointment.

Review whether the representative created trust, understood the request, offered a useful path forward, and secured a specific appointment rather than a vague invitation.

No email required100-point weighted rubricCompleted PDF download

Manager review

One call. One next step.

01Score what happenedUse four plain-language ratings across 7 behaviors.
02Capture the evidenceWrite the exact question, quote, or missed moment.
03Choose one practice actionGive the employee a focused next-call behavior.

Review setup

Name the call before you score it.

The employee can complete a self-review first. The manager can then add evidence and agree on the next practice action.

10–15 minutes

Sales rep / employeeCoach / managerProspect / companyCall dateCall durationCall outcome

Use the same four ratings every time.

Not observed

The behavior did not happen.

Developing

Attempted, but incomplete or inconsistent.

Consistent

Clear and effective for this call.

Excellent

Strong enough to use as a team example.

Greeting and ownership

Name the store and representative, then take clear ownership of helping the caller.

0 / 10 pts

Evidence from the callDid the caller know who was helping and what would happen next? Write an exact quote or observable moment—not a general impression.

Contact capture

Confirm the caller's name and a reliable callback method without making the opening feel administrative.

0 / 10 pts

Evidence from the callWhere were name and callback details confirmed? Write an exact quote or observable moment—not a general impression.

Vehicle fit and alternatives

Confirm the requested vehicle and offer a relevant alternative when availability or fit changes.

0 / 20 pts

Evidence from the callHow did the rep handle availability and vehicle fit? Write an exact quote or observable moment—not a general impression.

Needs and timing

Understand timeline, trade, payment considerations, and the practical reason for the search.

0 / 15 pts

Evidence from the callWhat qualification details changed the recommended next step? Write an exact quote or observable moment—not a general impression.

Value and concern handling

Address price, availability, distance, trade, or trust concerns without arguing or evading.

0 / 15 pts

Evidence from the callWhat concern appeared and how was it clarified? Write an exact quote or observable moment—not a general impression.

Specific appointment attempt

Offer two specific appointment times and ask the caller to choose one.

0 / 20 pts

Evidence from the callWhich exact day and time options were offered? Write an exact quote or observable moment—not a general impression.

Confirmation and follow-up

Confirm the time, location, contact path, and promised follow-up before ending.

0 / 10 pts

Evidence from the callWhat details made the appointment durable? Write an exact quote or observable moment—not a general impression.

Coaching plan

Leave with one behavior to practice.

Specific beats comprehensive. Pick the action most likely to improve the next customer conversation.

Strongest moment to repeatHighest-priority coaching focusAction to practice on the next callEmployee reflectionFollow-up review date

A faster way to review calls

Use this standard on every conversation.

AI Call Coaching scores calls against your rubric, shows the transcript evidence behind each rating, and gives every employee one focused coaching action.

See AI Call Coaching

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