GM Call Calibration Worksheet
Call Activity #2: Customer requested a post-sale price match for Amazon.com
Engage
1.1 Did the agent acknowledge the emotion/situation? Yes
No | If so, explain how they did that.
1.2 Did they personalize the conversation? Yes No | If so, explain how they did that.
Get to Root Cause
2.1 Did the agent ask discovery questions? Yes No | If so, what were they?
2.2 Did they use available resources? Yes No | If so, which ones?
Problem Solve
3.1 Was a solution was presented to the customer? Yes No | If so, explain what it was.
3.2 Did they promote the value of that solution? Yes No | If so, explain how they did that.
Gain Commitment
4.1 Did the agent share any information? Yes No | If so, paraphrase what it was.
4.2 Did they recap, confirm, and appreciate? Yes No | If so, summarize how they did that.
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