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Each customer conversation that your team has is an opportunity to sell. Do you know how well your sales reps are seizing these opportunities?
Gain control over your sales conversations with sales quality assurance. It’s a systematic means for reviewing your sales reps’ interactions, rating their performance against a common scorecard, and providing feedback for improvements. If you don’t have these processes in place yet, read more about setting ups ales quality assurance.
Start reviewing your sales conversations with this free sales scorecard template. Download a copy in the File menu and edit the rating categories and other settings based on your team’s needs.
We also encourage you to try out Klaus, the conversation review tool that makes sales QA easy and enjoyable – and it hooks up to all sales software with this neat Chrome extension. Klaus comes with custom scorecards, quality reports, and automatic notifications that will make sales conversation reviews a seamless part of your daily job.
Setting up your Sales Scorecard and review processes
When you’ve downloaded the sales scorecard template, start adjusting it to your team’s needs. Before you dive into analyzing your sales conversations, specify who, how, and how often they will be doing reviews for your team.
- Reviewers: Define who will be responsible for analyzing your team’s sales conversations and filling out the scorecard. Usually, it’s done by managers, sales training specialists, or peers. List those people along with your sales reps in the Team section of your scorecard.
- Review period: Create a new copy of this spreadsheet for every review period to keep the document light and quick to load. Do it monthly, weekly, or quarterly, depending on your sales conversation volume.
- Review goals: Add a review goal to your sales scorecard to make your reviews a regular part of your workflow. Define it as a percentage of your sales conversation volume and scale your sales QA processes as your team grows.
Once you’ve decided upon your sales QA setup – defined your reviewers and targets – it’s time to add your sales conversation quality criteria to the scorecard.
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Building a Sales Scorecard for your team
Your Sales Scorecard will be the central part of your quality assurance program. The criteria that you define here will determine the results of your conversation reviews.
- Rating categories define the aspects of your team’s conversations that you will review. These must reflect your most important quality standards and align with your sales goals. Every sales team has a unique scorecard built upon their specific sales strategies.
Here are some of the most popular rating categories to give you inspiration on what the rubric could look like:
- Suitable tone and empathy,
- Correct product information,
- Appropriate sales proposal,
- Adherence to internal processes.
- Rating scales determine how detailed the review results you receive will be. An 11-point rating scale can give you very precise scores – but it can also make conversation reviews more complex. The larger the rating scale is, the more difficult it is for reviewers to choose a suitable score for the email or call recording.
Our sales scorecard template comes with a binary rating scale where reviewers simply mark whether or not the sales conversation met your internal requirements. This makes scoring easy and makes sure that the results are comparable regardless of who scored the conversations.
If you’d like to see how a 3- or 4-point rating scale would work for your sales team’s QA, our conversation review tool Klaus comes with various rating scales that you can customize completely. When you need more advanced functionality than a spreadsheet provides, sign up for a free trial.
- Category weights add more importance to selected rating categories in the Internal Quality Score calculation. For most sales teams, all quality criteria are not created equal – some criteria represent nice to have aspects (e.g., correct grammar) while others are crucial parts of your business (e.g., using an appropriate sales proposal).
The sales scorecard template that we crafted for you comes with category weights that you can adjust based on your needs. If you’d like to define some criteria as critical – i.e., mark the entire conversation as a fail if the sales rep misses a specific category, turn to an advanced conversation review tool like Klaus.
When you’ve set up your sales scorecard, you’re ready to get going with your Sales Quality Assurance program. Start reviewing your customer conversations and see how well your sales team performs against your internal quality standards.
Don’t forget to accompany your review scores with constructive feedback to help your sales reps improve their performance.
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Doing regular Sales Quality Assurance
Conversation reviews only work if you really do them. Regular feedback helps your sales reps become better and better with every review round.
Here’s how to make sales QA an integral part of your sales team’s daily life:
- Use conversation review results as input for your 1:1 and team meetings. Track your sales reps’ individual progress and give feedback on how they can improve their performance.
- Keep your sales scorecard short and simple. Reviewers are more likely to do daily or weekly reviews if it doesn’t take up too much of their time.
- Switch to a conversation review tool before managerial tasks take up too much of your sales QA time.
- Tie IQS to your sales teams’ incentive pay to motivate your salespeople to keep their good work.
Regular conversation reviews ensure that your sales reps receive enough regular feedback. This helps them understand whether their performance is up to par and what areas they need to improve in.
Your Sales Scorecard setup defines the success of your sales Quality Assurance program. Review all sales reps’ conversations to bring your team to a consistent quality level.
Your sales results depend on your customer interactions. Make sure every single sales call your reps make and email they send follows your internal quality standards.