Sales
Scorecard Info
Admin Sections
Agent
DD: Agent
Required
Manager
DD: Manager
Optional
Team
DD: Team
Optional
Department
DD: Department
Optional
Marked by
DD: QA Staff
Optional
Marked date
Date
Required
Account ref.
Number
Optional
Week no.
Number
Optional
Date of call
Date
Optional
Time of call
Time
Optional
Sale closed
Check box
Optional
Cross-sell
Check box
Optional
Misc.
Text box
Optional
13 sections
Scoring Sections
Introduction
Agent name
WT:
1
Required
The agent introduced themself by name in order to present a friendly and approachable image.
Company brand
WT:
2
Required
The agent gave the company's brand name on opening the call to promote professionalism and customer awareness.
Rapport
WT:
1
Required
The agent attempted to build rapport with the customer (eg. asking how they are). The agent asked the customer how they prefer to be addressed and used their name during the conversation.
Set-up and signposting
WT:
1
RA:
5
CSM:
80
Required
The agent set the customer's expectations for the call, motivating them to continue, and signposted for anything that would be useful for the customer to have available (eg. a current bill) in order to improve the flow of the call.
Comments box
Fact Find
Questioning
WT:
1
Required
The agent made good use of questioning techniques, such as open, closed, and funnel questions, to better understand the customer's needs.
Listening
WT:
1
Required
The agent demonstrated good listening skills by way of active listening, verbal nods, and repeating information back to the customer, enabling successful communication between them.
Current price
WT:
1
RA:
5
CSM:
80
Required
The agent discovered the price that the customer is currently paying.
C.E.D.
WT:
1
RA:
5
CSM:
80
Required
The agent discovered the customer's current contract end date.
External offers
WT:
1
RA:
5
CSM:
80
Required
The agent discovered any offers that the customer has received elsewhere.
Comments box
Sales skills
Overcoming Objections
WT:
1
RA:
5
CSM:
80
Required
The agent used appropriate objection handling techniques to sell to the customer.
Appropriate solution offered
WT:
1
Required
The agent targeted their solution based on the customer's needs and external offers, and ensured that it was appropriate for both them and us.
Features & benefits
WT:
1
RA:
5
CSM:
80
Required
The agent suitably promoted the features and benefits of our brand and product.
Informed choice
WT:
1
Required
The agent ensured that the customer had all the relevant information they needed to make an informed choice.
Managing expectations
WT:
1
Required
The agent provided accurate timescales and information, and didn't make any guarantees that we might not be able to keep.
Language
WT:
2
Required
The agent used positive language to gain buy-in from the customer.
Comments box
Customer Experience
Use of hold
WT:
1
Required
The agent followed the correct hold process by asking the customer if they were happy to hold, and thanking them for holding on their return. The agent ensured that the customer was not on hold for longer than 2 minutes before coming back to them.
Positive
WT:
1
Required
The agent gave a positive impression to the customer of themself and the company, improving the likelihood of repeat business and positive word of mouth.
Professional
WT:
1
Required
The agent displayed professionalism at all times during the call.
Tone & pace
WT:
1
Required
The conversation flowed well and the agent's tone was appropriate.
Ownership
WT:
2
Required
The agent took ownership of the call in order to save the customer time and convenience, and benefit the company's service levels.
Knowledgeable
WT:
2
Required
The agent gave accurate information and sounded knowledgeable of the brand and product, promoting customer confidence in our brand.
Comments box
System Use
Account comments
WT:
2
Required
The agent left full and descriptive comments on the customer's account that will benefit future communication and other agents who might speak to the customer.
Follow up logged correctly
WT:
2
Required
The agent logged follow up dates and times accurately where required to ensure that the customer won't need to contact us unnecessarily.
Updating customer details
WT:
2
Required
The agent ensured that the customer's information on the account was correct in order to maintain accurate and up to date records.
Comments box
Compliance
GDPR
WT:
1
CSM:
60
Required
The agent adhered to data protection requirements at all times in order to prevent risk to the business and to protect the customer's data.
Scripts
WT:
1
CSM:
60
Required
The agent read scripts clearly and in full, ensuring customer understanding and acceptance.
Inappropriate / offensive language
WT:
1
CSM:
60
Required
The agent avoided using language that could severely damage the customer's experience with us, or damage our company reputation.
Complaints process
WT:
1
CSM:
60
Required
The agent followed the company's escalation process in order to ensure we are meeting the expectations of our customers and regulators.
Vulnerable customers
WT:
1
CSM:
60
Required
The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner, in order to protect the customer, and the company's reputation.
Comments box
6 categories
29 sections
Options
RAG
Logo
Preview
My Organisation
Sales
Score
Grade
Introduction
<Score>
Weight:
1
Weight:
2
Weight:
1
Weight:
1
RA:
5
CSM:
80
Fact Find
<Score>
Weight:
1
Weight:
1
Weight:
1
RA:
5
CSM:
80
Weight:
1
RA:
5
CSM:
80
Weight:
1
RA:
5
CSM:
80
Sales skills
<Score>
Weight:
1
RA:
5
CSM:
80
Weight:
1
Weight:
1
RA:
5
CSM:
80
Weight:
1
Weight:
1
Weight:
2
Customer Experience
<Score>
Weight:
1
Weight:
1
Weight:
1
Weight:
1
Weight:
2
Weight:
2
System Use
<Score>
Weight:
2
Weight:
2
Weight:
2
Compliance
<Score>
Weight:
1
CSM:
60
Weight:
1
CSM:
60
Weight:
1
CSM:
60
Weight:
1
CSM:
60
Weight:
1
CSM:
60
My Organisation
Sales
Introduction
Weight:
1
Weight:
2
Weight:
1
Weight:
1
RA:
5
CSM:
80
Fact Find
Weight:
1
Weight:
1
Weight:
1
RA:
5
CSM:
80
Weight:
1
RA:
5
CSM:
80
Weight:
1
RA:
5
CSM:
80
Sales skills
Weight:
1
RA:
5
CSM:
80
Weight:
1
Weight:
1
RA:
5
CSM:
80
Weight:
1
Weight:
1
Weight:
2
Customer Experience
Weight:
1
Weight:
1
Weight:
1
Weight:
1
Weight:
2
Weight:
2
System Use
Weight:
2
Weight:
2
Weight:
2
Compliance
Weight:
1
CSM:
60
Weight:
1
CSM:
60
Weight:
1
CSM:
60
Weight:
1
CSM:
60
Weight:
1
CSM:
60