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Using meeting recordings for 1-1 coaching

Overview​

This scenario demonstrates how a manager at a small Managed IT Services (MSP) company uses the report to coach a sales rep named Alex.

In this scenario, Alex just finished a discovery call with Sarah, the owner of a local law firm who is worried about cybersecurity but is hesitant about the cost.

1-on-1 coaching session: Alex & the law firm lead​

The AI report summary​

MetricScoreInsight
Talk Time78% Rep / 22% GuestAlex dominated the conversation with technical specs.
Patience Score3 / 10Alex jumped in quickly when Sarah hesitated about price.
RAVEN2 / 5Call ended with "I'll send a quote," but no follow-up date.
Clarity2 / 5Frequent use of "AES-256," "SOC," and "SIEM."
Methodology: MEDDPICC4 / 10Identified the pain, but missed confirming the economic buyer and decision process.

The 1-on-1 conversation​

Step 1: the self-assessment (rapport building)​

Manager: "Hey Alex, I just looked over the report for your call with Sarah at the law firm. Before we dive into the data, how do you think it went?"

Alex: "I think it was okay. She's definitely worried about hackers, so I spent a lot of time explaining how our security stack works to put her at ease. She seemed a bit quiet toward the end, though."

Step 2: addressing the "expert's trap" (talk time & clarity)​

Manager: "The AI flagged the Talk Time at 78% for you. Looking at the Clarity Report, your Jargon score was quite low because of the technical terms. When you were explaining the 'AES-256 encryption,' how do you think Sarah—a lawyer, not a tech expert—was receiving that?"

Alex: "Yeah, looking at the report now, I see I was 'data dumping.' I probably lost her with the tech talk."

Manager: "Exactly. Let's look at our Score Improvement Guide. Instead of 'AES-256,' how could we rephrase that for her?"

Alex: "I could say, 'We make your client files unhackable so you don't have to worry about a data breach hitting the local news.'"

Step 3: qualifying the deal (MEDDPICC methodology)​

Manager: "Perfect. Now, let's look at your MEDDPICC score. You got a 4/10. You identified the pain around cybersecurity, but we didn't confirm who the economic buyer is or what their decision process looks like. Is Sarah the only one who signs off on this?"

Alex: "I'm not sure—she mentioned a partner, but I didn't ask about their role."

Manager: "Right. Next time, try asking: 'Sarah, aside from yourself, who else would need to approve this investment? And what does your typical decision process look like for purchases like this?' That helps us understand if we're talking to the right person."

Step 4: fixing the "friend zone" (RAVEN: next steps)​

Manager: "Finally, let's look at Next Steps. You got a 2/5. You said, 'I'll send you a quote.' What happens if she doesn't open that email?"

Alex: "I guess I just wait and hope she calls me back?"

Manager: "Exactly. We want to take ownership. Let's look at the Ownership Phrase from our guide. How should we have ended that call?"

Alex: "I should have said: 'I'm sending the quote now. Let's look at our calendars—are you free Thursday at 2 PM to go over the line items and see if we're a fit?'"

The "one thing" action plan​

Manager: "Great. To keep it simple, let's focus on one goal for next week's calls."

Metric to improve: Patience Score.

The action: "Every time a customer stops talking, count to two before you speak. Let's see if that brings your Talk Time down and gets the customers to reveal more 'Pain' on their own."

Follow-up: "We'll check the report next Friday to see if that Patience Score hits a 7."

Key takeaways for the SMB owner​

  • Don't attack the rep: Use the AI scores as "the third person in the room" to keep the feedback objective.
  • Use the Guide: Have the Score Improvement Guide open so the rep can see the "correct" phrases to use.
  • Celebrate the wins: If their Rapport score was a 5/5, start there!