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How calls are graded

Every warm-lead sales call gets two separate scores. A "hit" on any step always requires a real quote from the rep — the grader can't make things up.

Fundamentals % The sales process that actually drives the job. This is the headline number.

Rapport % Using the name, building value, and delivery touches. Tracked separately — it does NOT pull down the Fundamentals number.

Fundamentals — the steps

Information

Name — Rep gets or confirms the customer's full name.

Phone — Rep gets or confirms the best phone number.

Email — Rep gets or confirms the best email.

Asked attribution — Rep asks how the customer heard about us.

Lead the Call

Roadmap given — Rep leads the call: previews how it will go and sets the pace (grab details, look at the property, get scheduled). Leading counts even if not verbatim.

Discovery

Asked last professional — Rep asks 'When was the last time this was done professionally?'

Time to take care — Right after that answer, rep responds 'It's definitely time to get that taken care of.'

Credibility — Rep delivers the credibility line: 'We've been cleaning homes across Western Washington for over 40 years, so we know exactly how our climate affects exterior surfaces here.'

Asked what seeing — Rep asks 'What are you seeing that made you call in?'

Acknowledged pain — Right after that answer, rep acknowledges with 'I hear you, [customer's first name]' — and uses the customer's actual name.

Demand signal — Rep delivers the demand line: 'I'm getting a ton of calls for that right now.'

Service Explanation

Explained service — Rep explains the process for the service actually being asked about (not a generic overview).

Trial Close

Trial close — Rep asks a confirming question before price ('does that sound like what you're looking for').

Price

Price presented — Rep presents a specific price.

Objection Handling

Objection handled — Rep addresses objections and keeps working the sale rather than conceding or going silent.

First no rebuttal — On the FIRST no/objection, the rep delivers a rebuttal (get on the schedule, you can be taken off) — NOT a discount.

Second no discount — On the SECOND no, the rep offers the marketing discount to save the sale.

Went for close — After handling objections, the rep goes for it — asks for the booking / to get them scheduled or on a card.

Rapport

Used customer name — Rep uses the customer's first name during the call to build rapport.

Value building — Rep builds value — gives a reason to choose Captain Clean beyond price (quality, experience, the guarantee, results), not just stating facts.

Time permission — Rep sets a time expectation and asks permission ('is now a good time', 'takes about 5 minutes').

Transition to process — Rep delivers the bridge into the service explanation (walking you through the process we've perfected over 40 years).

Card safety framing — Rep explains the card is not charged until the job is complete.

The rules

Evidence or it didn't happen. Every "hit" needs a verbatim quote from the rep. No quote = miss.
Discovery is word-for-word. The 6 discovery lines must actually be said (a close paraphrase counts). Skipping one is a miss.
Not-applicable doesn't hurt the rep. Steps that never came up (e.g. objection handling when there was no objection) are left out of the math.
Score = hits ÷ the steps that applied. So 6 of 12 applicable steps = 50%.
You can override it. Set your own grade with a % on any call — it replaces the AI's number and shows a ★.
It learns from you. Leave a coaching note and the grader uses your notes going forward.

Also noted (coaching signal only — not scored)

Discovery quality — Quality of discovery — did the rep uncover the real need and build value, or just run through questions?

Objection handling — Quality of the two-no objection sequence.