Troubleshooting Low Scores for Top Performers
Separate skill gaps from scenario, mode, or technical issues—and decide when to raise the bar.
When to use this
- A proven rep posts an unexpectedly low score.
- A session “feels off” compared to their standard.
- You need a fast triage checklist before coaching the skill.
Step‑by‑step triage
- Mode and expectation check
- Hints/None: 81–85 is phenomenal by design; 90+ isn’t expected.
- Scripts: Sub‑90 typically means deviation from the provided script at key moments.
- Target milestone
- Missing it caps the overall score. Confirm pass/fail first.
- Pattern across milestones
- Identify the single recurring miss (discovery, objection, close).
- Average statement score
- Scripts: <90 suggests paraphrasing or filler vs. script.
- Hints/None: Mid‑60s to mid‑70s is common; 81–85 is top tier.
Technical difficulties checklist
- Transcript signs: Missing chunks, garbled text, repeated words, obvious misrecognitions.
- Audio signs: Clipping, dropouts, echo, heavy background noise.
- Rep self‑assessment: Did they note mic issues, distractions, or experiments in the feedback box?
- If you suspect tech issues, flag it:
- Include role play link, timestamps, device/browser, and mic/headset used.
- Share with your workspace admin or Brevity Support. Avoid coaching to a non‑skill problem.
Scenario and difficulty calibration
- If the rep is consistently winning:
- Assign tougher variants or edge‑case objections.
- Shorten time‑to‑win goals to increase pressure on clarity and succinctness.
- If misses cluster in one step:
- Run micro‑drills in that milestone before escalating difficulty.
When to discount a score
- Clear technical corruption (transcript/audio issues).
- Known script/content update mismatch during recording.
- Pilot scenarios with evolving guidance.
What to coach if it’s truly a skill gap
- Close: Direct ask with time options; avoid hedging or vague next steps.
- Objection handling: Don’t skip the probe; use Acknowledge → Probe → Reframe → Close.
- Discovery: Add one impact question after the first problem statement.
- Scripts mode: Rehearse verbatim lines for opening, key discovery prompts, recap, and close.
Set KPI‑linked next steps
- Tie the practice plan to one KPI (e.g., meetings set, objection conversion).
- Assign 2–3 short reps focused on the single limiter.
- Define a live‑call experiment and how you’ll measure it.
Manager’s quick checklist
- Mode expectations confirmed
- Target milestone outcome checked
- Recurring miss identified
- Tech check completed; issues flagged if present
- Decision: discount, coach, or raise difficulty
- KPI‑linked assignment created