Phone inquiry evaluation scorecard

How to use it

• Call as a real prospect would — at a normal time, with a realistic question.
• Write facts first (times, words used, what was offered), then your impression.
• Test more than one call. One call is a snapshot; several show a pattern.

1. Reaching a person

• How many rings before someone answered, or how long until voicemail?
• If voicemail: was the message current, clear, and did it say when you'd hear back?
• If the call was missed: was there a callback, and how long did it take?

2. Greeting and tone

• Did the person give the business name and their own name?
• Did they sound like they had time for the caller, or rushed?
• If placed on hold: were you asked first, and how long did it last?

3. Discovery

• Did they ask what the caller needs before pitching or quoting?
• Did they ask for a name and use it?
• Did they capture contact details in case the call dropped?

4. Clear answers

• Were questions answered accurately and in plain language?
• When they didn't know, did they say so and offer to find out?
• Was pricing or availability handled honestly and without pressure?

5. Next step

• Was a specific next step offered — an appointment, a visit, a quote?
• Did the caller know exactly what happens next and when?

6. Follow-through

• If a callback, email or text was promised, did it arrive on time?
• Did it reference the actual conversation, or was it generic?

Reading the results