The conversations you have with customers are essential for your organization’s needs, but also for your personal development and growth. Reviewing conversations helps you identify areas of opportunity that can be used to better understand your buyer’s needs and use cases, pinpoint solutions, and ultimately enhance your craft.

Conversations Scorecards are evaluation rubrics that you can use to evaluate your team’s performance and provide feedback on their conversations.

You can access Scorecards from a Conversation’s Details Page, where you can review the recording and access additional tools to help your review process. 

In this article, you will learn how to score a conversation. This article includes:

In this article we'll go over:

• Before You Score a Conversation
• (Video) How to Score a Conversation
• Score a Conversation Instructions
• Additional Information: Score a Conversation
• Next Steps

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Before You Score a Conversation

• In order to score a conversation, users must have the Score Conversations permission enabled. 
• Team admins have the ability to manage the questions and templates for available scorecards. 
• Any user on your team who has access to Salesloft Conversations will be able to view a conversation’s scores. 
• When completing a scorecard, you can mark the score private. Marking a score private hides the scorecard so that only the scorer and the participant being scored can view the scorecard. Private scorecards are also hidden on the Conversation Details Page.
• A conversation can have an unlimited number of scores.
• If a scorecard was created using AI-Assisted Questions, the AI will also predict the answers based on the call transcript.

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(Video) How to Score a Conversation

 

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Score a Conversation Instructions

To score a conversation from the Conversation Details Page, follow these steps:

1. Go to the Recording Detail Page: Navigate to the Conversations page and click the "Recordings" tab. Select the recording you want to clip.
2. Select “Scorecards”: From the Conversation Details Page, click the Scorecards button. The Scorecards panel will open beside the transcript. 
3. Click Score Conversation. 
4. Choose a scorecard and answer the questions.
5. (Optional) Mark your score private. Only the participant you selected will be able to view the score when this is selected. 
6. Hit Submit. 

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Additional Information: Score a Conversation

Once you have scored a conversation, the score will appear on the Conversation Details and the Coaching Conversations pages. Here managers and reps can review the conversation score. 

Additional Resources:

• Salesloft Conversations
• Salesloft & AI

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Next Steps

• Request a Conversation Score
• Review scorecards during 1-1s for additional coaching opportunities.