{"id":"sales","spec":{"title":"Sales Scorecard","description":"Appointment setting and closing calls. Every criterion is answerable from the transcript alone: the agent either said it or did not.","source":"template","sections":[{"title":"Opening","description":"The first exchanges decide whether the customer stays on the line. Each item is a specific statement the agent either made or did not.","items":[{"question":"Did the agent state their own name and the company name within the first two exchanges of the call?","reportingLabel":"Identified self and company","points":5,"autoFail":false},{"question":"Did the agent state the reason for the call before asking any discovery question?","reportingLabel":"Stated call purpose","points":5,"autoFail":false},{"question":"Did the agent ask whether the customer had a moment to talk, or otherwise get a verbal go-ahead, before starting the pitch?","reportingLabel":"Asked permission to continue","points":5,"autoFail":false}]},{"title":"Discovery","description":"Understanding before pitching. Weighted heaviest because skipping discovery is the most common failure on lost deals.","items":[{"question":"Did the agent ask at least two open ended questions about the customer's situation, needs, or current setup?","reportingLabel":"Open ended discovery","points":10,"autoFail":false},{"question":"Did the agent ask what prompted the customer's inquiry or interest before presenting any option?","reportingLabel":"Asked what prompted interest","points":10,"autoFail":false},{"question":"Did the agent ask when the customer is looking to move forward or make a decision?","reportingLabel":"Timeline question asked","points":5,"autoFail":false},{"question":"Did the agent ask whether anyone else is involved in the decision?","reportingLabel":"Decision makers identified","points":5,"autoFail":false}]},{"title":"Presenting the offer","description":"The pitch has to connect to what the customer actually said, and it has to stay truthful.","items":[{"question":"Did the agent connect at least one specific feature or benefit to a need the customer stated earlier in the call?","reportingLabel":"Tied benefit to stated need","points":10,"autoFail":false},{"question":"When the customer asked a direct question about price or availability, did the agent answer it or state a specific way the customer would get the answer?","reportingLabel":"Price questions answered","points":5,"autoFail":false},{"question":"Did the agent avoid describing any price, discount, rate, or approval as guaranteed or promised?","reportingLabel":"No guaranteed claims","points":10,"autoFail":true}]},{"title":"Objection handling","description":"These items apply only when the customer raised an objection. Score them not applicable on calls with no objection.","items":[{"question":"If the customer raised an objection, did the agent respond to the specific objection raised before restating the offer or the ask?","reportingLabel":"Addressed the actual objection","points":10,"autoFail":false},{"question":"If the customer objected to price or timing, did the agent reference a need or value the customer stated earlier before conceding or dropping the ask?","reportingLabel":"Reframed to stated value","points":5,"autoFail":false},{"question":"Did the agent let the customer finish stating the objection without talking over them?","reportingLabel":"No talk-over on objections","points":5,"autoFail":false}]},{"title":"Appointment and close","description":"The ask is the point of the call. A specific commitment with a date beats a warm goodbye.","items":[{"question":"Did the agent directly ask for the appointment or the sale at least once?","reportingLabel":"Made the direct ask","points":10,"autoFail":false},{"question":"If an appointment was set, did the agent confirm a specific date and time rather than a general window?","reportingLabel":"Specific date and time set","points":5,"autoFail":false},{"question":"Did the agent confirm the customer's phone number or preferred contact method before ending the call?","reportingLabel":"Contact details confirmed","points":5,"autoFail":false},{"question":"Did the agent state what happens next and who will do it before ending the call?","reportingLabel":"Next step stated","points":5,"autoFail":false}]}]}}