01
Greeting · 5 points
Answered with a professional greeting
Business name stated clearly and promptly.
Evaluator review
1 Review brief2 Conduct call & score3 Upload & submit
Shop brief
Evaluator onlyYour assignmentMembership inquiry
Call as a prospective customer. Ask natural follow-up questions, avoid leading the employee, and complete the scorecard based only on what occurs during the call.
Before you call
- Confirm the location and scenario.
- Keep the conversation natural and anonymous.
- Score each item while the interaction is fresh.
Record Call
Upload the recording after you complete the call.
Upload call recording
Drag and drop or choose an MP3, WAV, or M4A file.
A call recording is required before the shop can be submitted.
Live evaluation scorecard
Complete the scorecard as you conduct the shop. Base every answer on the employee's actual response.
0 of 13 items answeredDraft in progress
Draft score—
02
Greeting · 5 points
Employee identified themself
Employee gives a first name or otherwise identifies themself.
03
Responsiveness · 5 points
Offered assistance or invited the caller's question
Warmly invites the caller to explain what they need.
04
Listening · 10 points
Understood the caller's request
Response directly addresses the inquiry.
05
Discovery · 10 points
Asked relevant follow-up questions
Asks questions needed for a safe and useful answer.
06
Knowledge · 15 points
CriticalProvided accurate service information
Information is complete, confident, and internally consistent.
07
Knowledge · 10 points
Explained relevant restrictions or requirements
Notes applicable limits, preparation, timing, or conditions.
08
Helpfulness · 10 points
Provided clear next steps
Tells the caller what to do or what to expect.
09
Helpfulness · 5 points
Offered an additional relevant service or benefit
Naturally mentions a useful additional benefit.
10
Communication · 10 points
CriticalUsed a professional and friendly tone
Courteous, engaged, and easy to understand.
11
Communication · 5 points
Avoided excessive hold time, dead air, or rushed speech
Conversation flows naturally and efficiently.
12
Closing · 5 points
Confirmed the caller's needs were addressed
Checks whether anything else is needed or clearly resolves the inquiry.
13
Closing · 5 points
Closed warmly and invited the customer to visit
Thanks the caller and uses a positive, brand-appropriate close.