Purpose
This scorecard evaluates rep performance across the six stages of the outbound call flow, giving managers a consistent, coachable way to score live and recorded calls and giving reps a clear picture of what "good" sounds like at each stage.
Scoring Key
| 0 | Not attempted / missed entirely |
|---|---|
| 1-2 | Attempted but weak — inconsistent or off-script |
| 3 | Meets expectation — solid, coachable execution |
| 4 | Strong — confident, natural, on-message |
| 5 | Exceptional — model example for team training |
1. Intro
Sets tone, confirms the right contact, and earns the next 60 seconds.
| Criteria | Score (0-5) | Notes |
|---|---|---|
| Confirms speaking with the correct decision-maker or key contact | ||
| Uses gatekeeper interactions as a discovery opportunity rather than a hurdle | ||
| Opens with a clear, confident reason for the call (not a generic script read) | ||
| Establishes rapport without stalling momentum into Discovery |
2. Discover
Leads with the customer's pain and business context before pitching anything.
| Criteria | Score (0-5) | Notes |
|---|---|---|
| Asks open-ended questions to uncover current stock, pain points, or gaps | ||
| Listens for and captures buying signals or objections early | ||
| Ties questions back to NEBO / TRUE / THAW category fit | ||
| Avoids pitching before pain and priorities are understood |
3. Pitch
Sells on value and assortment, not price.
| Criteria | Score (0-5) | Notes |
|---|---|---|
| Positions offer using "good / better / best" framing | ||
| Sells on value, quality, and pack/quantity size rather than discounting | ||
| Never uses the word "cheap" or otherwise devalues the product line | ||
| Tailors the pitch to the discovery findings rather than a generic script |
4. Objections
Handles pushback with confidence and specificity, not concessions.
| Criteria | Score (0-5) | Notes |
|---|---|---|
| Acknowledges the objection without becoming defensive | ||
| Responds with a relevant, specific rebuttal (not a scripted deflection) | ||
| Reframes back to value/fit rather than dropping to price | ||
| Knows when to hold firm vs. when to offer an alternative solution |
5. Close
Closes with urgency and a specific ask.
| Criteria | Score (0-5) | Notes |
|---|---|---|
| Asks for the order/commitment directly and with urgency | ||
| Uses specific quantities, dates, or promo windows rather than vague asks | ||
| Handles final hesitation without abandoning the close | ||
| Confirms order details back to the customer before ending the call |
6. Next Steps
Locks a concrete follow-up regardless of outcome.
| Criteria | Score (0-5) | Notes |
|---|---|---|
| Locks a specific next-step date/time before ending the call | ||
| Actions the DSR (disposition/result) accurately for every call attempt | ||
| Treats email as a last resort, not a default fallback | ||
| Logs notes in Salesforce/Partner Portal for continuity on the next touch |
Call Summary
| Total Score (out of 30) |
One core mindset principle to reinforce:
_______________________________________________________________
Action items (numbered, specific, tied to next call):
1. _______________________________________________________________
2. _______________________________________________________________
3. _______________________________________________________________