What helped.
An open question exposed the real reason for hesitation and moved the conversation from a generic objection to context.
- Exact quotation
- Impact explained
- Traceable context
Not a score without context. Specific moments from the conversation.
A report should improve the next attempt, so it shows what was said, how it affected the conversation and what to try next.
What slowed it down.
A solution was offered before the problem was fully understood. The report marks the moment, not the person.
- No labelling people
- Observation separated from conclusion
- Plain language
What to do next.
Ask one follow-up, summarise the answer and only then connect a solution to the customer's situation.
- One next step
- Short repetition
- Compare your own attempt