Free Sales Call QA Scorecard Template
Score sales calls and chats online or download the Excel template. Covers 10 areas from greeting through CRM documentation, using a 1-5 scoring system.
Online QA Scorecard
Score an agent interaction using the criteria below. Print or save as PDF when done.
Evaluation Details
Greeting & Introduction
Greeted the customer professionally and introduced self/company
Need Discovery
Asked relevant, open-ended questions to understand customer needs
Value Proposition & Pitch
Presented the product/service clearly, focused on benefits aligned with needs
Handling Objections
Listened to concerns without interruption and responded effectively
Closing the Sale
Asked for the sale or next step directly and handled hesitations tactfully
Upselling / Cross-selling
Offered additional or premium options when relevant
Compliance & Ethics
Provided required disclosures and respected DNC/consent requirements
Call/Chat Wrap-up
Summarized next steps or confirmed sale and closed politely
Soft Skills
Demonstrated empathy, confidence, and professionalism throughout
Documentation & System Use
Accurately logged the outcome in CRM and used tools effectively
Score Summary
Score
0/0
Percentage
0%
Items Scored
0/10
Rating
Needs Improvement
Coaching Notes
Evaluation Criteria
| Section | Criteria |
|---|---|
| 1. Greeting & Introduction | Greeted the customer professionally and introduced self/company. For outbound: confirmed if it was a good time to talk. |
| 2. Need Discovery | Asked relevant, open-ended questions to understand customer needs. Demonstrated active listening and acknowledged pain points. |
| 3. Value Proposition & Pitch | Presented the product/service clearly and confidently. Focused on benefits aligned with customer needs. Used persuasive language without being pushy. |
| 4. Handling Objections | Listened to concerns without interruption. Responded confidently and addressed objections effectively. |
| 5. Closing the Sale | Asked for the sale or next step directly (trial/demo/payment). Handled hesitations and sought commitment tactfully. |
| 6. Upselling / Cross-selling | Offered additional or premium options when relevant. Ensured added value to the customer. |
| 7. Compliance & Ethics | Provided required disclosures or disclaimers. Respected DNC status or consent for communication (for outbound). |
| 8. Call/Chat Wrap-up | Summarized next steps or confirmed sale. Thanked the customer and closed the interaction politely. |
| 9. Soft Skills | Demonstrated empathy, confidence, and professionalism. Built rapport and personalized the conversation. |
| 10. Documentation & System Use | Accurately logged the outcome in CRM or sales tool. Used tools and resources effectively during the interaction. |
Scoring Guide
| Score | Meaning |
|---|---|
| 5 | Excellent — exceeded expectations |
| 4 | Good — met expectations |
| 3 | Average — acceptable, with minor improvement areas |
| 2 | Needs Improvement — gaps affecting experience |
| 1 | Unacceptable — major issues or non-compliance |
| N/A | Not applicable to this call/chat |
Evaluation Table
| Criteria | Score (1-5) | Comments |
|---|---|---|
| Introduced self and company professionally | ___ | ___ |
| Asked open-ended questions to discover needs | ___ | ___ |
| Clearly communicated value proposition | ___ | ___ |
| Handled objections confidently and empathetically | ___ | ___ |
| Closed the sale or secured the next step | ___ | ___ |
| Suggested relevant upsell or cross-sell | ___ | ___ |
| Adhered to compliance requirements | ___ | ___ |
| Summarized and wrapped up the call professionally | ___ | ___ |
| Maintained engaging and empathetic tone | ___ | ___ |
| Accurately updated CRM | ___ | ___ |
Total Score: ___ / 50
Final Rating: ___ (Excellent / Good / Average / Needs Improvement)
Reviewer Name: ___
Agent Name: ___
Date of Evaluation: ___
How to Use This Scorecard
1. Listen to or review the call/chat
Pull a recorded interaction from your phone system or chat platform.
2. Score each criterion
Rate the agent 1-5 on each of the 10 areas. Use N/A for criteria that don't apply (e.g., upselling on a simple inquiry).
3. Add specific comments
Note what the agent did well and where they can improve. Use timestamps or quotes from the call for clarity.
4. Calculate the total score
Out of 50 (or adjust the denominator if some criteria are N/A).
5. Review with the agent
Use the scorecard in your coaching session. Focus on 1-2 improvement areas rather than everything at once.
Scoring Benchmarks
| Total Score | Rating | Action |
|---|---|---|
| 45-50 | Excellent | Recognize and share best practices with the team |
| 35-44 | Good | Minor coaching on 1-2 areas |
| 25-34 | Average | Targeted coaching plan with follow-up evaluation |
| Below 25 | Needs Improvement | Intensive coaching or performance improvement plan |
Tips for Effective QA Reviews
Review a mix of call types
Don't just evaluate the agent's best or worst calls. Sample randomly for an accurate picture.
Calibrate across reviewers
If multiple managers score calls, do regular calibration sessions to ensure consistent scoring.
Update quarterly
Adjust criteria when you launch new products, change sales scripts, or update compliance requirements.
Let agents self-score
Have agents evaluate their own calls before the coaching session. Self-awareness accelerates improvement.
Track scores over time
Use a spreadsheet or your QA tracking system to monitor trends per agent and per team.
Frequently Asked Questions
Common questions about sales call quality assurance.
For most contact centers, 5-10 calls per agent per month gives a representative sample. For newer agents or those on performance plans, increase to 10-15.
No. Sales calls and service calls have different objectives. Use the inbound customer service QA scorecard or outbound customer service QA scorecard for non-sales interactions.
Yes. If closing the sale matters more than upselling for your team, assign higher point values to that section. Just update the total possible score accordingly.
A high QA score with low conversions may indicate issues outside the agent's control — lead quality, pricing, or product-market fit. Investigate before assuming it's a coaching problem.
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