Call Observation Coaching Form - NSC

• Session Date

  Date

• Team Manager

  Des Merrick

  Rhys Cook

• Specialist

  Scott

  Sara

  Gab

• Specialist

  Nimmy

  Greg

  Venetia

• Session Type

  Remote call observation

  Side by side call observation

Previous Session

• Smart Goals Set?

  Off

  On

• Action / Goal #1

• Action

• Target Achieved

• Action / Goal #2

• Action

• Target Achieved

Today's Session

• Consultant Session Goals

• Team Manager Session Goals

Observation #1

• Call Observation #1

Pre Plan

• Notes checked

• Route sheet checked

• TRAX checked

• Call Purpose / SSO Identified

• Purpose

Introduction

• Appropriate Greeting

• Call purpose identified

• Legal Requirement

• Business discussion

• Quality of discussion

• Points to note?

• Strong Rapport Built

• Notes

Selling

• Order placed?

  Off

  On

• Upsell / SSO Opportunity

  Off

  On

• Taken

• Notes

• Customer Objections?

  Off

  On

• Objection

• Overcome?

• Customer Objection

• Attempt made to overcome?

• Selling Techniques Used

  Select BAF Profit Story Testimonial Market Share Consumer

  • BAF
  • Profit Story
  • Testimonial
  • Market Share
  • Consumer

Wrap Up

• Next Order Due

• Order Details Confirmed

• Customer Satisfaction Check

• Notes Updated

• Further Action Required?

  Off

  On

• BDE Email

• Route Hygiene Actions

• Customer Updated