How scoring works

Every finished call, roleplay or a real recorded meeting, is graded automatically against a fixed rubric. This page describes exactly what that rubric does, not a marketing simplification of it.

The four scored moves

Grading reads the full transcript and scores four specific moves, each from 0 to 5:

1. Acknowledgement, did the rep recognise what the buyer actually said before responding to it
2. Isolating the true objection, did the rep ask the question that surfaces what's really stopping the buyer, not just what they said first
3. Addressing the true objection, did the rep answer the real objection once they found it
4. Reframing and closing, did the rep turn that into a next step

The grading model is instructed to grade strictly, a short or weak call should score low (2 to 3), there's no credit for simply finishing the call.

The letter grade

The four move scores are averaged (0 to 5) and mapped to a letter grade:

Average	Grade
4.5+	A
4.0+	A-
3.5+	B+
3.0+	B-
2.5+	C+
2.0+	C
below 2.0	D

Objectives (tasks)

Every scenario ships with a list of objectives, the checkpoints it's testing. Grading echoes each one back with a hit or miss, based on whether the transcript shows it happened.

Five skills, not four

The scorecard rolls the four moves (plus delivery) into five skills tracked over time on the Performance dashboard: Discovery, Pitch, Objections, Closing and Rapport. See Reading a scorecard for where each one shows up.

Skill	Reads from
Rapport	the Acknowledgement move
Discovery	the Isolating the true objection move
Objections	the Addressing the true objection move
Closing	the Reframing and closing move
Pitch	delivery quality, see below

Pitch has no move of its own. It's built from a blend of talk ratio (35%), speaking pace (35%) and the share of objectives hit (30%). See What your talk ratio actually tells you for why that specific mix.

Deal outcome is judged separately from the grade

This is the part that surprises people: a call's outcome, won, lost or open, is not derived from the grade. It's read purely from what the buyer actually did.

• Won only fires when the buyer explicitly commits to the scenario's win condition, a real yes to buying, starting a trial, or booking the specific next step.
• Politeness, "I'll think about it," or "send me some info" is not a commitment, and does not count as won.
• Lost is a clear refusal or an ending with no commitment.
• Anything else is open.

A call can score a great grade and still be open or lost, because sounding good and closing the deal are different things, and SalesCoach grades both.

Custom rubrics

Everything above is the default. A Business plan can replace it with its own rubric, weighted criteria your team defines, applied from the moment it's set. See Custom scorecards.