Free interactive scorecard + PDF

Give every inside-sales call a clear standard and one next-dial improvement.

Review the observable behaviors that earn attention, uncover fit, handle concerns, and secure a complete next step without coaching from vague impressions.

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.

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.

Opening, relevance, and permission

State who you are, establish a credible reason for the conversation, and earn permission to continue without overloading the opening.

0 / 10 pts

Evidence from the callWhat gave the buyer a reason to stay in the conversation? Write an exact quote or observable moment—not a general impression.

Current state and fit

Understand the buyer's present process, responsibility, situation, and basic fit before forcing a pitch or appointment.

0 / 15 pts

Evidence from the callWhich facts established whether the conversation was relevant? Write an exact quote or observable moment—not a general impression.

Problem depth

Move beyond the first answer to uncover the actual friction, its frequency, failed approaches, and affected people or workflow.

0 / 20 pts

Evidence from the callWhich follow-up moved the call beyond the surface problem? Write an exact quote or observable moment—not a general impression.

Impact and priority

Connect the problem to cost, risk, missed opportunity, urgency, or another meaningful reason to consider change.

0 / 15 pts

Evidence from the callWhat showed the problem deserved attention? Write an exact quote or observable moment—not a general impression.

Qualification and decision path

Clarify timing, stakeholders, decision criteria, constraints, and what must happen for the opportunity to progress.

0 / 15 pts

Evidence from the callWhat did the rep learn about how this opportunity could advance? Write an exact quote or observable moment—not a general impression.

Listening and concern handling

Follow the buyer's language, diagnose concerns before answering, and confirm whether the response addressed the real issue.

0 / 10 pts

Evidence from the callWhere did the rep deepen or prematurely redirect the buyer's point? Write an exact quote or observable moment—not a general impression.

Value recap

Briefly connect the next conversation or proposed approach to the specific priorities already uncovered.

0 / 5 pts

Evidence from the callHow did the rep use the buyer's own priorities in the recap? Write an exact quote or observable moment—not a general impression.

Complete appointment or next step

Confirm a specific action, owner, date, participant, and purpose instead of relying on a verbal maybe or generic follow-up.

0 / 10 pts

Evidence from the callCould both parties put the next step on a calendar immediately? 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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