Moving

Consultant Call Evaluation

Moving Consultant:
Job Number:
Date of Call:

Greeting Yes No N/A

Did the agent say thank you for calling or apply a local greeting?
Did the agent mention the company name?
Did the agent mention his/her name?
Did the agent offer assistance to the caller?
If the call was transferred did the agent adapt the greeting accordingly?

Handle Contact
Did the agent ask for/confirm the caller's name?
Did the agent ask for/confirm the caller's company Name?
Did the agent ask for/confirm the caller's telephone number?
Did the agent ask for an additional contact number?
Did the agent ask for an email or confirm email given?
Did the agent ask the customer how they heard about the company?

Transaction information
Did the agent explain how the pricing is calculated?
Did the agent offer the appropriate number of movers for the customer?
Did the agent qualify the customer based on move size?
Did the agent quote the correct amount of travel time?
Did the agent take a detailed inventory?
Did the agent label the inventory correctly?
Did the agent ask for any bulky items or extra stops?
Did the agent charge the applicable fees for bulky items or extra stops?
Did the agent explain the benefits of using our company?
Did the agent assume the sale?
Did the agent explain the deposit and its purpose?
Did the agent explain arrival times or pick up window?
Did the agent explain delivery window?

Source: This material and all content within this document are copyrighted and based on proprietary concepts from Moving Mastery’s Moving Sales
Academy program presented by Louis Massaro. Do not duplicate, distribute, publish, share, or train from without written permission. For inquiries, contact
1
support@louismassaro.com ©2017 Moving Mastery. All rights reserved.
 Moving Consultant Call Evaluation
Did the agent explain acceptable forms of payment?
Did the agent explain payment upon delivery?
Did the agent handle all objections accordingly?
Did the agent set up a Tentative Reservation?
Did the agent offer the customer packing?

Solution information
Did the agent answer customer questions correctly?

Notifications
Did the agent notify the customer of relevant documentation?
Did the agent offer/advise the contact reference number?

Telephone skills
Did the agent follow correct procedures for placing a customer on hold?
Did the agent follow the correct procedures for transferring a call?

End call
Did the agent set a follow up date?
Did the agent close the call in an appropriate manner?

Soft skills
Did the agent avoid long silences during the call?
Did the agent avoid interrupting or talking over the customer?
Did the agent display a professional manner throughout the call?
Did the agent pro-actively add value throughout the call?
Did the agent sound clear and confident throughout the call?
Did the agent refrain from using jargon throughout the call?
Did the agent sound friendly, polite and welcoming?
Did the agent use effective questioning skills?
Did the agent demonstrate active listening?
Did the agent relay a sense of urgency to the customer?
Did the agent adapt to the customer?

Source: This material and all content within this document are copyrighted and based on proprietary concepts from Moving Mastery’s Moving Sales
Academy program presented by Louis Massaro. Do not duplicate, distribute, publish, share, or train from without written permission. For inquiries, contact
2
support@louismassaro.com ©2017 Moving Mastery. All rights reserved.
 Moving Consultant Call Evaluation

Totals from yes, no, n/a columns

Percent call quality score

Manager's Comments

Source: This material and all content within this document are copyrighted and based on proprietary concepts from Moving Mastery’s Moving Sales
Academy program presented by Louis Massaro. Do not duplicate, distribute, publish, share, or train from without written permission. For inquiries, contact
3
support@louismassaro.com ©2017 Moving Mastery. All rights reserved.