Free interactive scorecard + PDF

Review whether the estimate conversation helped the homeowner make a clear decision.

Evaluate an estimate or in-home consultation without rewarding a scripted pitch: score discovery, priority recap, option framing, trust, price handling, and decision ownership.

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.

15–20 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.

Purpose and permission

Set expectations for the visit and confirm what the homeowner wants to accomplish.

0 / 10 pts

Evidence from the callHow did the seller align on the purpose of the conversation? Write an exact quote or observable moment—not a general impression.

Needs and priority discovery

Explore the current problem, desired outcome, household priorities, constraints, and timing.

0 / 20 pts

Evidence from the callWhich questions uncovered the homeowner's real priorities? Write an exact quote or observable moment—not a general impression.

Priority recap

Summarize the homeowner's needs before recommending an approach.

0 / 10 pts

Evidence from the callWhere did the homeowner confirm the seller understood? Write an exact quote or observable moment—not a general impression.

Option framing

Present meaningful choices and explain the tradeoffs without overwhelming the homeowner.

0 / 20 pts

Evidence from the callHow were the options connected to different priorities? Write an exact quote or observable moment—not a general impression.

Proof and trust

Use relevant proof, process clarity, and expectation setting to reduce uncertainty.

0 / 10 pts

Evidence from the callWhat evidence helped the homeowner trust the recommendation? Write an exact quote or observable moment—not a general impression.

Price and concern handling

Clarify the concern and respond with relevant scope, value, or approved payment choices.

0 / 15 pts

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

Decision and next step

Confirm the decision path, open questions, owner, and date for the next action.

0 / 15 pts

Evidence from the callWhat explicit commitment ended the conversation? 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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