📋 CALLER EVALUATION CHECKLIST
Sales Call Center – Drilling Equipment
Caller Name: ___________
Evaluator: ___________
Date: ___________
Call Type: ☐ Inbound ☐ Outbound
Product: ☐ Rig ☐ Compressor ☐ Airend ☐ Engine ☐ Accessories
🟢 1. Call Opening & Professionalism (10 Points)
| Criteria | Yes | No | Score |
|---|---|---|---|
| Proper greeting & self-introduction | ☐ | ☐ | 2 |
| Company & product intro clearly stated | ☐ | ☐ | 2 |
| Polite tone & confident voice | ☐ | ☐ | 3 |
| Asked permission to proceed | ☐ | ☐ | 3 |
Section Score: ___ /10
🟡 2. Customer Qualification (15 Points)
| Criteria | Yes | No | Score |
|---|---|---|---|
| Company name captured | ☐ | ☐ | 3 |
| City / Country captured | ☐ | ☐ | 3 |
| Customer role identified | ☐ | ☐ | 4 |
| Asked relevant follow-up (machines / trade) | ☐ | ☐ | 5 |
Section Score: ___ /15
🔵 3. Requirement Discovery (25 Points)
| Criteria | Yes | No | Score |
|---|---|---|---|
| Correct product identified | ☐ | ☐ | 5 |
| Asked capacity / depth / bar | ☐ | ☐ | 6 |
| Asked brand or compatibility | ☐ | ☐ | 5 |
| New vs refurbished confirmed | ☐ | ☐ | 5 |
| Did NOT confuse customer | ☐ | ☐ | 4 |
Section Score: ___ /25
🟣 4. Product Knowledge & Confidence (15 Points)
| Criteria | Yes | No | Score |
|---|---|---|---|
| Correct technical explanation | ☐ | ☐ | 5 |
| No wrong commitments | ☐ | ☐ | 4 |
| Used approved value statement | ☐ | ☐ | 3 |
| Handled questions calmly | ☐ | ☐ | 3 |
Section Score: ___ /15
🟠 5. Call Control & Communication (10 Points)
| Criteria | Yes | No | Score |
|---|---|---|---|
| Allowed customer to speak | ☐ | ☐ | 3 |
| Asked one question at a time | ☐ | ☐ | 3 |
| Avoided argument / pressure | ☐ | ☐ | 4 |
Section Score: ___ /10
🔴 6. Closing & Next Steps (10 Points)
| Criteria | Yes | No | Score |
|---|---|---|---|
| Summarized customer requirement | ☐ | ☐ | 4 |
| Clearly stated next action | ☐ | ☐ | 3 |
| Follow-up timeline agreed | ☐ | ☐ | 3 |
Section Score: ___ /10
🟤 7. CRM Accuracy (15 Points)
| Criteria | Yes | No | Score |
|---|---|---|---|
| Correct lead stage updated | ☐ | ☐ | 4 |
| Custom fields filled correctly | ☐ | ☐ | 5 |
| Call notes clear & complete | ☐ | ☐ | 4 |
| Follow-up task created | ☐ | ☐ | 2 |
Section Score: ___ /15
📊 TOTAL SCORE
Total: ___ /100
🎯 PERFORMANCE RATING
-
90–100 → ⭐ Excellent (Ready for high-value leads)
-
75–89 → ✅ Good (Minor improvement needed)
-
60–74 → ⚠ Needs coaching
-
Below 60 → ❌ Retraining required
📝 EVALUATOR COMMENTS
🧠 COMMON COACHING NOTES (Tick if observed)
☐ Talked too fast
☐ Missed key requirement
☐ Weak product knowledge
☐ CRM not updated properly
☐ Poor closing
✅ FINAL DECISION
☐ Approved for live calling
☐ Needs retraining
☐ Review after 3 days
Evaluator Signature: ___________
Date: ___________