--- name: call-coaching-scorecard description: "Use this skill when a manager or rep wants feedback on sales calls: \"score this call\", \"review my discovery call transcript\", \"coaching feedback for my SDR\", \"build a call scorecard\". Scores a call transcript or notes on opening, discovery, listening, value, objection handling and next step, quotes the moments that mattered, picks the one skill to work on next, and gives a concrete drill. Also builds a team scorecard so coaching is consistent across managers." license: MIT metadata: title: Call coaching scorecard category: enablement tags: "Sales Leaders, SDR, Sales" author: prosyo version: "1.0.0" keywords: "sales call scorecard, call coaching template, discovery call review, claude call coaching skill, sales coaching feedback" inputs: "Call transcript or notes, Call type and goal, Rep level" outputs: "Scorecard, Quoted moments, One focus skill, Practice drill" --- Use this after calls worth learning from: a first call, a lost deal, a new rep's first week. Coaching works when it is specific, quoted and focused on one thing at a time. ## Inputs - The transcript (or detailed notes). - Call type (cold call, discovery, demo, negotiation) and its goal. - The rep's experience level. ## The play ### 1. Measure the basics Talk ratio (rep vs buyer), number of questions asked, longest rep monologue, whether a next step was booked. Talk ratio over 60% on a discovery call is a red flag on its own. ### 2. Score the dimensions (1-4) | Dimension | What 4 looks like | | --- | --- | | Opening | Clear agenda, buyer adds to it, permission to ask questions | | Discovery | Layered questions to impact and priority; follow-ups on answers | | Listening | Paraphrases, uses the buyer's words, does not interrupt | | Value | Connects the product to the buyer's stated problem, with proof | | Objections | Clarifies before answering; calm; checks the answer landed | | Next step | Specific, dated, agreed on the call, with the right people | Read [references/scorecard-rubric.md](references/scorecard-rubric.md) for the full rubric per call type and example quotes for each score. ### 3. Quote the moments Two strengths and two misses, each with the exact quote and timestamp, and what a better line would have been. ### 4. Pick one focus The single skill that would most change results on the next five calls. Usually the earliest weak stage: weak discovery causes weak value and weak next steps. ### 5. Give a drill A 10-15 minute exercise for the focus skill: rewrite three questions, a role-play of the missed moment, or listen to a great call and note how the top rep handled the same moment. ## Output format ``` Call: | | Goal: <...> Outcome: Talk ratio: x% | Questions: N | Longest monologue: N min Scores: Opening x | Discovery x | Listening x | Value x | Objections x | Next step x Strengths: x2 Misses: x2 Focus for next calls: Drill: ``` ## What good looks like - Feedback quotes the call; no "be more consultative" without an example. - One focus, not ten notes. - Praise is as specific as criticism. - The common mistake is scoring everything and changing nothing: a manager who gives seven pieces of feedback gets none of them applied. ## Rules - MUST quote the call for every strength and miss. - MUST pick one focus skill. - MUST respect call-recording consent and keep transcripts private to the rep and their manager. - NEVER share a rep's scores publicly or compare reps by name in team settings. ## Example prompts - "Score this discovery call transcript and give me one thing to work on." - "Build a call scorecard our 4 managers can use consistently." - "Review my cold calls from today; I keep losing them at 'send me an email'." --- # Call scorecard rubric ## Discovery call | Dimension | 1 | 2 | 3 | 4 | | --- | --- | --- | --- | --- | | Opening | Jumps in, no agenda | States agenda | Agenda + buyer's goals asked | Agenda, buyer adds to it, permission to dig in | | Discovery | Few or closed questions | Situation questions only | Reaches problem and some impact | Reaches impact, priority and decision process with follow-ups | | Listening | Interrupts, talks 70%+ | Talks 55-70% | Talks 40-55%, some paraphrasing | Talks under 40%, uses the buyer's words back | | Value | Feature tour | Generic benefits | Ties one feature to stated pain | Ties to pain + impact with matching proof | | Objections | Argues or ignores | Answers without clarifying | Clarifies, then answers | Clarifies, answers, checks it landed | | Next step | None or vague | "I'll send info" | Next step agreed, no date | Dated, in calendar, right people invited | ## Cold call | Dimension | 4 looks like | | --- | --- | | Opener | Honest, permission-based, under 15 seconds | | Reason | Problem stated in buyer terms with a peer reference, ends in a question | | Engagement | Asks a follow-up question on their answer | | Brush-off | Acknowledges, one question, respects the answer | | Ask | Specific time options or a referral; clear outcome either way | ## Example quotes by score (discovery) - Discovery 1: "So do you use a scheduling tool?" (closed, leads nowhere) - Discovery 4: "You said Mondays are chaos. What happens to the rest of the week when Monday goes wrong? ... Roughly how many hours does that cost the team?" - Listening 4: "So if I heard you right, it's not the software, it's that nobody owns cross-site cover. Is that fair?" - Next step 2: "I'll send over some info and we can go from there." - Next step 4: "Let's do Thursday at 10 with you and Dev; I'll send the invite now and bring the cross-site cover example." ## Focus skill picker If several dimensions score low, coach the earliest in the call first: opening → discovery → listening → value → objections → next step. Improvements early in the call lift the later scores on their own.