Resources / Glossary / Coaching and training
Per-rep review
Looking at one person’s conversations as a set, so patterns show up that a single call review would never reveal.
A per-rep review groups everything one person handled over a period and asks what is consistently true. It usually surfaces two or three habits rather than a long list: this rep opens well and never asks for a time, that one sets appointments easily and loses them at confirmation, another gives payment numbers on first calls.
The review works best with the same few questions asked every time, so the comparison is between weeks rather than between moods. It also needs a small number of examples pulled from the actual conversations, since a pattern without an example is an opinion.
Why it matters for a sales manager
Reviewing calls one at a time makes every rep look roughly average, because everyone has good calls and bad ones. Grouped by person, the differences become obvious and usually turn out to be one fixable habit each. That is a far better use of a Monday than listening to whichever three calls happened to get flagged.