What should you coach after this HVAC call?
Score the parts you heard, note what needs context, and pick one thing to work on with the advisor. Use the scorecard below without a Cash account.
No account needed. Nothing you enter leaves this page. · 6 sections
- Understand priorities2
- Explain findings1
- Connect optionsn/a
- Invite questions2
- Agree next step0
Review the appointment
Use an authorized recording or an approved practice conversation. Assess only what you can observe. Keep the advisor's perspective and the next coaching action part of the review.
Review one appointment. Choose one action.
This is a manual coaching worksheet, not a product score or industry benchmark. Mark what you observed; leave the rest unscored.
Notes stay in this page until you leave or reset it. Do not enter customer names, addresses, or other personal information. Export only if you want to keep your work.
Start with what you observed.
0 of 5 criteria rated. 5 left unscored. Unobserved criteria do not count as failures.
No next action entered.
Each observed criterion has equal weight: 0, 1 or 2 points. Use the notes and conversation context, not the percentage alone, to guide coaching.
Start with evidence you can locate
Listen to the surrounding conversation before selecting an assessment. Ask whether the criterion fits the appointment and whether the recording contains enough information to judge it.
If you cannot hear the relevant exchange, leave it unobserved. If a criterion does not fit the visit, exclude it from your interpretation. Neither situation proves the advisor failed to do the work.
What to examine in a replacement consultation
On a small screen, scroll the table sideways to compare every column.
| Review area | Evidence to look for |
|---|---|
| Homeowner priorities | The advisor asks what matters to the homeowner and checks their understanding. |
| Explanation of findings | The advisor explains the supported finding and acknowledges what remains uncertain. |
| Suitable options | The explanation connects appropriate options to the customer's concerns and makes scope differences understandable. |
| Customer concerns | The advisor explores the question before deciding how to respond. |
| Agreed next step | The conversation confirms the customer's choice and any welcome follow-up. |
Use the summary to open the debrief
For each applicable criterion you can assess, enter 0 for not demonstrated, 1 for partly demonstrated or 2 for demonstrated. Leave not observed or not applicable unscored. The summary adds those points and divides by the maximum points for rated criteria; each criterion has equal weight.
The count of criteria rated tells you how much of the rubric you assessed. The points percentage tells you how you rated those criteria. Neither predicts a sale, ranks your team against others or measures technical competence.
Choose the criterion that would make the most useful coaching discussion. Ask the advisor what they heard, note any missing context, and agree a behavior to practice in a later appropriate appointment.
Practice scenario: the homeowner wants another quote
Suppose a homeowner asks for another quote after hearing the options. Review whether the advisor asked what the customer wanted to compare. If the recording contains no answer, record that uncertainty rather than inventing a price objection.
A practice action could be to ask a neutral clarifying question before explaining the proposal again. Use a later conversation to review whether the question was appropriate and whether the advisor listened to the answer.
Know what this tool measures
This is a manual educational rubric for a residential replacement conversation. Adapt it with a qualified practitioner to your company's expectations. The tool does not analyze audio or reproduce Cash's product scoring algorithm.
Cash's product workflow supports recorded-conversation analysis, company playbook scores and transcript/audio review. You can explore that workflow after using the scorecard to clarify what your manager wants to discuss.
Before you decide.
01Should an unobserved item get the lowest score?
02Is the summary an industry benchmark?
03Can I use this as a plumbing scorecard?
See how the review becomes coaching.
Explore the recording-to-coaching workflow before choosing your next step.