Free interactive scorecard + PDF

Score the moments that help a household make a confident decision.

Review an in-home consultation with a fair, observable standard for discovery, option clarity, trust, concerns, and the decision path—then download the completed coaching review.

No email required100-point weighted rubricCompleted PDF download

Manager review

One call. One next step.

01Score what happenedUse four plain-language ratings across 8 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.

Arrival, permission, and expectations

Create comfort, confirm the available time and participants, and agree on what the household wants from the visit.

0 / 10 pts

Evidence from the callHow did the seller establish permission and a useful agenda? Write an exact quote or observable moment—not a general impression.

Goals and household context

Understand the desired outcome, current experience, priorities, constraints, and why the household is considering a change.

0 / 15 pts

Evidence from the callWhich questions clarified what success means to the household? Write an exact quote or observable moment—not a general impression.

Space, needs, and root cause

Inspect the relevant environment and connect observable conditions to the customer's lived problem without rushing to a recommendation.

0 / 15 pts

Evidence from the callWhat evidence connected the physical situation to the customer's concern? Write an exact quote or observable moment—not a general impression.

Decision participation and process

Clarify who needs to participate, how the household will decide, and which unanswered questions could delay a decision.

0 / 10 pts

Evidence from the callWhat did the seller learn about participants and the decision path? Write an exact quote or observable moment—not a general impression.

Recommendation and option framing

Present a manageable set of choices and explain each tradeoff through the customer's stated priorities rather than a feature list.

0 / 20 pts

Evidence from the callHow did each option connect to a priority the customer already named? Write an exact quote or observable moment—not a general impression.

Proof, trust, and expectations

Reduce uncertainty with relevant proof and clear expectations for process, installation, service, timing, and follow-through.

0 / 10 pts

Evidence from the callWhich proof or expectation-setting moment increased confidence? Write an exact quote or observable moment—not a general impression.

Price and concern handling

Clarify whether the concern is total investment, payment, comparison, scope, timing, or confidence before responding.

0 / 10 pts

Evidence from the callWhat was underneath the concern, and how did the seller check resolution? Write an exact quote or observable moment—not a general impression.

Decision and committed next step

End with a clear decision, remaining question, owner, and date rather than an open-ended promise to follow up.

0 / 10 pts

Evidence from the callWhat specific commitment ended the consultation? 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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