Sales Masterclass Scoresheet Commentary Guide

Sales Masterclass Score Sheet
Commentary

Commentary
Sales Masterclass score sheet comments section should
include:
HOW was the point delivered?
WHY was that good/requires improvement?
Just stating what the agent said doesn’t teach anything, unless it is coupled with HOW & WHY!

DURING
the call
What should I do during the call?
Work your way down the score sheet as the agent delivers the call and for each point…
HEAR what is being said
& Score 1 or 0 for each point
&
LISTEN to HOW it was delivered
& Note-take your description of HOW

POST
call
What should I do post call?
On your score sheet you should now have…
✓ All points scored (1 or 0)
✓ Notes of HOW each point was delivered.
This should now be enough to help you to write out a minimum of 3 points in full,
adding in WHY for each.
But first…
Can we please
break down the
‘HOW’ & ‘WHY’…

HOW
was the point delivered?
Think about…Tone of voice / Dynamics / Call Control
Listen to the way in which it was said and note-take using the describing words below….
Agent-led Tailored
Enthusiastic Conversational
Empathetic
Interested
Clear
Confident Influential
Inquisitive
Calm
Focussed
Respectful
Engaging Reassuring
Compelling
Patient
Passionate
Irrelevant
Customer-led
Inappropriate
Disengaged
Rushed
Disingenuous
Bored
Impatient
Hesitant
Dismissive Pressuring
Distracted
Downbeat Scripted
Nervous

WHY
was that good / requires improvement?
Add in the purpose/rationale behind the ‘WHY’ which you are providing...
This helped to build trust/rapport/shortterm
relationship.
This showed that you really believed in the
policy/brand you were selling.
This helped to put your customer at ease.
This highlighted that you knew what you
were talking about, as the expert.
This helped to slow down the pace of
conversation.
‘People buy from people’ – If your customer likes you, they are
more likely to want to buy from you.
Your belief can help positively influence your customers’ thoughts
and therefore their desire to buy.
If a customer is relaxed, they are often less reluctant to commit and
part with their money.
Customers often feel more comfortable/safer buying from an
expert.
If the conversation is slower, the agent has greater ability to keep
control of the call and lead the customer towards purchasing, as
opposed to allowing them to take control and leave the call.
See next slide for more examples…

This showed your customer that you
were actively listening.
This showed empathy.
This allowed you to set a positive tone
for the call.
This may have made the customer
think you were disengaged.
This appeared to leave the customer
underwhelmed and disengaged.
Feeling listened to often to leads to having greater confidence that the
product recommended will be suitable/appropriate and therefore
something that the customer feels as though they should buy.
If the customer feels as though you care, they often have greater belief
that you have their best interests at heart when providing them with
policy options, making purchasing feel more like the ‘right’ decision for
them.
If the customer is in a positive mindset, they are more likely to enjoy the
experience and want to purchase.
If your customer doesn’t feel wanted by you as the seller, they have less
of a reason to want to buy something from you and therefore may go
elsewhere and buy from an agent who shows a greater interest in them.
A ‘bored customer’ will often do what they can to leave and finish the call
without purchasing and search elsewhere for a more compelling product
/ experience.

EXAMPLE Commentary …
Strong closing question, delivered in an upbeat tone!
This showed that you really believe in the policy/brand you are selling. Your belief
can help positively influence your customers’ thoughts and therefore their desire to
buy.
Here, we were looking for you to calmly thank and acknowledge the objection.
This would’ve helped to slow down the pace of conversation and show your
customer you are on their side. If the conversation is slower, you have greater
ability to keep control of the call and lead the customer towards purchasing, as
opposed to allowing them to take control and leave the call.
It wasn’t clearly found out if there was anything else holding our customer back.
If we don’t clarify this, our customer can easily throw another objection our way
when we trying to overcome the known objection. If the customer provides
another objection, this breaks the flow of our attempt to overcome, driving our
customer further away from the buying path. Our chances of getting the sale then
reduce further.
This Answer Stunt Speech was delivered with confidence!
This highlighted that you knew and believed what you were talking about, as the
expert. - Customers often feel more comfortable/safer buying from an expert.