Diagnose Performance with Milestones and Statement Scores

 

When to use this

• You’ve opened a report and need to quickly identify why a rep didn’t “win.”
• You’re prepping for a KPI-first 1:1 and want to isolate the single biggest limiter.
• A strong rep has an unexpectedly low score and you need to separate skill gaps from technical issues.

Prerequisites

• Team Admin or Group Admin access to view detailed reports.
• Basic familiarity with Brevity scoring and modes (Scripts vs Hints/None).

The diagnostic flow (five minutes)

1. Orient to scenario and mode (20–30 seconds)
   1. Scenario goal: What is the target milestone (the win condition)?
   2. Mode matters:
      1. Scripts: 90–100 requires close script adherence.
      2. Hints/None: 81–85 is phenomenal; 90+ isn’t expected.
   3. Confirm target milestone outcome (30 seconds)
      1. Passed or missed? If missed, this is the first coaching priority; the overall score is capped and the conversation wasn’t “won.”
2. Scan non-target milestones for a pattern (45 seconds)
   1. Which step breaks most often? Common patterns:
      1. Discovery missed: weak layering or no pain/impact surfaced.
      2. Objection handling missed: acknowledge/probe/reframe steps skipped.
      3. Close missed: vague or indirect ask, no crisp recap.
3. Check average statement score in context (45 seconds)
   1. Scripts mode: <90 typically = paraphrasing, skipped lines, or filler vs. script.
   2. Hints/None mode: Mid-60s to mid-70s is common; 81–85 is top tier.
   3. Look for clusters of low-scoring statements near the missed milestone.
4. Listen around the breakpoint (60 seconds)
   1. Play 1–2 clips before and after the failed milestone.
   2. Compare the rep’s lines to Brevity’s rephrased example. Note specific phrasing gaps (missing ask, weak probe, unclear recap).
5. Tech check before attributing to skill (45 seconds)

1. 1. Transcript tells: gaps, garbled text, obvious misrecognitions.
   2. Audio tells: clipping, dropouts, echo, heavy background noise.
   3. If you suspect an issue, flag it with the role play link, timestamps, device/browser, mic/headset. Review the rep’s self-assessment note—did they report technical difficulty?
2. Pick one root cause and one behavior to change (30 seconds)

1. 1. Choose a single, highest-impact behavior that would flip the missed milestone next time (e.g., “Ask a direct meeting request with a time option”).
2. Translate to Start/Stop/Continue (30 seconds)

1. 1. Start: The one new behavior that directly fixes the miss.
   2. Stop: One friction behavior to remove (e.g., apologizing before the ask).
   3. Continue: One strength to keep (e.g., strong rapport open).

Decision rules you can trust

If the target milestone is missed and:

• Early milestones passed → the close likely needs a direct ask + recap. Assign close drills and scripts for the final 20 seconds.
• Discovery is weak → coach layered questions: open → problem → impact → priority.
• Objection handling fails → enforce the Acknowledge → Probe → Reframe → Close sequence.

If the average statement score is the drag:

• Scripts mode: Coach to verbatim on critical lines (opening, key discovery, recap, close). Scores <90 usually mean script deviation.
• Hints/None mode: Hunt filler and vagueness. Replace long preambles with clear intent and a direct question or ask.

If a top performer shows an unusually low score:

• Mode check: Are you expecting 90+ in Hints/None? That’s unlikely by design.
• Tech check: Scan transcript/audio and the rep’s self-assessment. If you find issues, flag them and avoid coaching to a non-skill problem.
• Difficulty check: If they’re mastering the scenario, assign tougher variants or edge-case objections.

Map milestones to common KPI impacts

• Opening → Conversation continuation rate and connect-to-qualified ratio.
• Discovery → Meeting-to-opportunity conversion; forecast quality.
• Objection handling → Objection conversion rate (e.g., “no timeline,” “send me info”).
• Close → Meeting set rate and time-to-win in the scenario.

Example: Quick diagnosis in practice

• Context: Hints mode, overall 72. Target milestone missed.
• Pattern: Discovery passed, objection handling missed.
• Statements: Low scores cluster around the objection; rep acknowledges but doesn’t probe.
• Tech: Transcript clean; no audio issues reported. Rep note: “Tried to rush the close.”
• Root cause: Skipped probe after acknowledge.
• Coaching: Start “Ask one probing question before reframing,” Stop “Jumping straight to the close,” Continue “Clear recap.”
• Assignment: 3 micro-reps focused on objection handling sequence; measure objection conversion rate next week.

Turn diagnosis into action

• For 1:1s: Bring one report and drill only the missed milestone. Tie the behavior change to a KPI (e.g., lift meeting set rate by 5 points).
• For group sessions: Pick one win and one near-miss clip. Standardize the phrasing that flips the missed milestone. Update Scripts mode lines if needed.
• For assignments: Choose the mode that fits the goal—Scripts for precision and 90+ attempts, Hints/None for adaptability. Ask for 2–3 short reps focused on the single behavior.

Manager’s pocket checklist

• Mode and scenario goal confirmed
• Target milestone outcome understood
• One recurring missed milestone identified
• Average statement score interpreted in mode context
• Tech check completed; issues flagged if present
• One Start, one Stop, one Continue chosen
• KPI link defined and next practice assigned

Related articles

• Understanding Scoring and Feedback in Brevity
• Finding and understanding role play reports 
• Run KPI-first 1:1s using Brevity 
• Troubleshooting low scores for top performers 
• Assign next practice and track follow-through