By analyzing thousands of sales calls, we have developed what we believe is the best contact center sales QA form available. This form is designed to measure the skills that actually drive revenue, not just compliance.
What Makes Sales QA Different
Support QA measures whether the problem was solved. Sales QA measures whether the opportunity was maximized. Different goal. Different questions. Different scoring.
Opening and Rapport
Did the agent establish rapport within the first 30 seconds? Did they use the customer's name? Did they set expectations for the call? The opening sets the tone for everything that follows.
Discovery and Needs Assessment
Did the agent ask open-ended questions to understand the customer's needs? Did they listen more than they talked? Did they uncover the real motivation behind the inquiry? Great sales agents spend 70% of the call listening and 30% talking.
Value Presentation
Did the agent connect the product or service to the customer's specific needs? Did they present benefits, not features? Did they use social proof or case studies when appropriate?
Objection Handling
Did the agent acknowledge the objection before responding? Did they stay calm and professional? Did they offer alternatives or compromises? Objection handling is where good agents separate from great ones.
Close Technique
Did the agent ask for the sale? Did they create urgency without being pushy? Did they make the next step clear? You would be surprised how many sales agents never actually ask for the close.
Compliance
Did the agent follow all required disclosures? Did they avoid making promises they cannot keep? Did they document the interaction properly?
Get the Form
Use this form as your starting point. Customize it for your product, your process, and your sales culture. And when you are ready to score every call automatically, OttoQA will use your exact form, your exact criteria, and give you data on every single sales interaction.