The RepVise™ 100-Point Six-Pillar Sales Intelligence Framework
RepVise™ grades every recorded sales call, uploaded sales document, and custom sales process against the six pillars of real-world selling — Discovery, Rapport, Value Creation, Objection Handling, Closing, and Follow-Up. It's our internal framework, inspired by proven sales principles and shaped by what actually closes deals for American small businesses.
Each pillar groups the specific scoring categories beneath it, but the customer-facing scoring model is a single 100-point scale. The framework is not affiliated with or endorsed by any specific named author or training program. Total weight across the six pillars: 100 points.
Discovery
9 categories · 23 ptsHow well the rep uncovers the problem, pain, budget, timeline, and decision makers.
1.Offer clarity
2 ptsHow clearly the rep communicates what is being offered and what's included.
What good looks like: Customer can repeat the offer back in one sentence.
Plain-language descriptionInclusions/exclusions statedNo hedging or rambling2.Customer avatar clarity
2 ptsHow well the rep targets the right type of customer for this offer.
What good looks like: Rep confirms fit early and tailors language to the customer's situation.
Qualifying questionsIndustry/role-specific languageDisqualifies bad fit3.Problem identification
2 ptsHow clearly the rep names the customer's actual problem.
What good looks like: Rep restates the problem in the customer's own words.
'It sounds like…'Customer agrees with restatement4.Pain depth
3 ptsHow deeply the rep explores the cost and consequence of the problem.
What good looks like: Rep gets to second- and third-order pain (money, time, stress, family).
'What happens if you don't fix this?'Customer expresses emotion5.Urgency
2 ptsHow well the rep establishes why now matters.
What good looks like: Customer articulates why waiting costs more.
Cost-of-delay framingSeasonal or event-based timing8.Discovery quality
4 ptsHow well the rep asks open, layered discovery questions.
What good looks like: Open questions, follow-ups, and silence to let the customer talk.
Open-ended phrasingLayered follow-upsCustomer talks > rep10.Budget discussion
3 ptsHow directly the rep talks about budget without flinching.
What good looks like: Rep asks about budget early and frames it without apology.
'What budget did you have in mind?'Range conversationNo flinch on price11.Timeline discussion
2 ptsHow clearly the rep establishes when the customer wants this done.
What good looks like: Specific dates or windows, tied to a real driver.
'By when?'Event-based deadlinesSchedule pressure named12.Decision maker identification
3 ptsHow clearly the rep identifies who actually makes the decision.
What good looks like: All decision makers are on the call or scheduled to be.
'Who else is involved?'Spouse/partner includedApprover named
Rapport
7 categories · 14 ptsHow the rep builds trust, authority, emotional connection, and credibility.
6.Trust building
2 ptsHow the rep builds personal trust early in the conversation.
What good looks like: Warm tone, listening, small commitments honored on the call.
MirroringPromises kept ('I'll show you in a sec')Customer relaxes7.Authority positioning
2 ptsHow the rep positions themselves and the company as a credible expert.
What good looks like: Specific experience, credentials, or numbers used naturally.
Years in businessJob countCertificationsSpecialization9.Emotional connection
3 ptsHow the rep connects on the human side, not just the transaction.
What good looks like: Rep references family, lifestyle, comfort, peace of mind.
Personal languageEmpathy statementsShared experience31.Local credibility
2 ptsHow well the rep leverages local presence and community proof.
What good looks like: References to neighborhoods, local jobs, local reviews.
'Down the street from you'Local landmarksLocal install count32.Social proof
2 ptsHow the rep uses reviews, ratings, and customer count.
What good looks like: Specific numbers and platforms named (not 'lots of customers').
Star ratingReview countPlatform named (Google/BBB)33.Case studies / testimonials
2 ptsHow the rep tells a relevant story of a similar customer.
What good looks like: Story matches this customer's situation and outcome.
Specific name/placeBefore-stateAfter-state with numbers34.Before/after explanation
1 ptHow clearly the rep paints the before/after of choosing this offer.
What good looks like: Customer can visualize life after the purchase.
Vivid descriptionPhotos shownSpecific outcomes
Value Creation
15 categories · 30 ptsHow the rep differentiates, stacks value, frames ROI, handles money, and educates the buyer.
13.Competitor positioning
2 ptsHow the rep handles other quotes without trash-talking.
What good looks like: Acknowledges competitors, then redirects to outcome.
'Great question — here's how we're different'Customer-focused contrast14.Differentiation
3 ptsHow clearly the rep names what makes this company different.
What good looks like: 2–3 specific differentiators tied to customer outcomes.
Specific process stepsMaterials/people advantagesOutcome guarantees15.Value stacking
3 ptsHow well the rep stacks tangible value before naming price.
What good looks like: Customer hears the full value before the number.
Itemized inclusionsReframe of total worthAnchor of all-in value16.Risk reversal
2 ptsHow the rep removes risk from the buying decision.
What good looks like: Specific guarantees, refund terms, or workmanship promises.
Money-back termsWorkmanship warrantySatisfaction guarantee17.Warranty explanation
1 ptHow clearly the rep explains the product or workmanship warranty.
What good looks like: Customer can describe what's covered, how long, and how to claim.
Length statedCoverage scopeTransferability18.Guarantee clarity
1 ptHow clearly the company's guarantees are stated and qualified.
What good looks like: No fine-print surprises; guarantees are concrete.
Specific termsWhat's not covered namedWritten confirmation offered19.Financing explanation
2 ptsHow clearly the rep walks through financing options.
What good looks like: Plain-language monthly payment options tied to the customer's situation.
Monthly payment shownApproval process explainedPromo terms named20.Payment flexibility
2 ptsHow the rep offers multiple ways to pay.
What good looks like: Customer hears at least two viable payment paths.
Cash discountCardFinancingDeposit + balance21.Price confidence
3 ptsHow confidently the rep delivers the price.
What good looks like: Number is delivered cleanly, then silence — no apology, no discount drift.
Direct deliveryNo filler wordsHolds price under pressure28.Need vs want framing
2 ptsHow the rep separates a 'nice to have' from a real need.
What good looks like: Customer self-identifies the purchase as a need, not a luxury.
'What happens if you don't?'Tied to safety/cost/comfort29.ROI framing
2 ptsHow the rep frames the return on the customer's investment.
What good looks like: Customer hears specific savings, value uplift, or downside avoided.
Energy savingsResale valueRepair avoidanceProductivity30.Safety/comfort framing
2 ptsHow the rep frames safety, comfort, and peace of mind.
What good looks like: Customer connects the offer to family, home, and stress relief.
Family references'Sleep easier'Risk avoidance35.Product/service education
2 ptsHow well the rep teaches the customer to be a smart buyer.
What good looks like: Customer leaves smarter — even if they don't buy today.
Explains key termsCompares grades/optionsHonest pros/cons36.Process clarity
2 ptsHow clearly the rep explains the company's process from quote to completion.
What good looks like: Customer can list the next 3–5 steps.
Step-by-step walkthroughRoles namedTimeline at each step37.Installation/service timeline
1 ptHow clearly the rep sets expectations for when the work happens.
What good looks like: Specific dates or windows, with caveats stated.
Start dateDurationWeather/supply caveats
Objection Handling
6 categories · 14 ptsHow the rep anticipates and resolves the objections that kill deals.
22.Objection anticipation
1 ptHow well the rep gets ahead of likely objections before they're raised.
What good looks like: Rep names common concerns proactively and handles them.
'Most folks ask about…'Pre-empts price/timeline/spouse23.Objection handling
4 ptsHow well the rep handles objections that do come up.
What good looks like: Acknowledge, clarify, reframe, confirm — no arguing.
Acknowledges firstAsks a clarifying questionConfirms resolution24.Spouse/partner objection handling
2 ptsHow the rep handles 'I need to talk to my spouse/partner.'
What good looks like: Surfaced and addressed before pricing, ideally with both present.
Asks early about other decision makerOffers to include themReframes the wait25.Delay objection handling
2 ptsHow the rep handles 'we want to think about it' or 'maybe next year.'
What good looks like: Rep diagnoses what's actually causing the delay.
'What specifically would you like to think about?'Cost-of-delay revisited26.Price objection handling
3 ptsHow the rep handles 'too expensive' or 'we found cheaper.'
What good looks like: Reframes to value, total cost of ownership, or financing.
Asks 'compared to what?'Reframes to monthlyReturns to value stack27.Trust objection handling
2 ptsHow the rep handles skepticism about the company or rep.
What good looks like: Rep responds with proof — references, reviews, license, photos.
Offers referencesShows reviews/photosWalks through credentials
Closing
5 categories · 14 ptsHow effectively the rep asks for and earns the commitment.
39.Closing attempt
5 ptsWhether the rep actually asks for the business.
What good looks like: Clear, direct ask after the value is established.
'Are you ready to move forward?'Pen/contract presented40.Assumptive close
2 ptsHow the rep moves into next steps assuming a yes.
What good looks like: Rep transitions to scheduling without re-selling.
'Let's get you on the schedule'Starts gathering install info41.Choice close
2 ptsHow the rep narrows the decision into a clean choice.
What good looks like: Customer chooses between two good options, not yes/no.
'Option A or Option B?''Tuesday or Thursday?'42.Urgency close
2 ptsHow the rep creates honest urgency to decide today.
What good looks like: Real reason to act now (pricing, scheduling, materials).
Today-only pricing if realSchedule scarcityMaterial lead time43.Next-step clarity
3 ptsHow clearly both sides know what happens next, even if no close.
What good looks like: Specific next action with owner and date.
Action namedOwner namedDate/time named
Follow-Up
8 categories · 5 ptsHow the rep sets next steps and the coaching signals that drive improvement.
38.Follow-up process
Coming Soon — advisory, not scoredAdvisory only — coming soon. How the rep sets the follow-up before ending the call. This category is NOT scored and is not counted toward the 100-point total.
What good looks like: Specific time, channel, and reason for next contact.
'I'll call you Tuesday at 3pm about X'Calendar invite offered44.Lead quality notes
1 ptRead of how qualified the lead actually was.
What good looks like: Good leads convert; bad leads are flagged for marketing.
Budget fitTimeline fitDecision authorityReal need45.Rep confidence
1 ptRead of the rep's tone and confidence on the call.
What good looks like: Steady tone, no apology language, comfortable with silence.
Filler word ratePaceApology phrasesSilence after price46.Customer buying signals
1 ptSignals that the customer is leaning in.
What good looks like: Rep notices and capitalizes on every signal.
'When could you start?''What if we…'Possessive language ('our roof')47.Customer hesitation signals
1 ptSignals that the customer is pulling back.
What good looks like: Rep notices and addresses hesitation directly.
Long pauses'I don't know…'Topic changesRepeat questions48.Missed revenue opportunities
1 ptUpsells, cross-sells, or larger packages the rep didn't offer.
What good looks like: Every reasonable upsell is at least mentioned.
Add-ons skippedBetter tier never shownAdjacent service ignored49.Training recommendations
Coming Soon — advisory, not scoredSpecific coaching this rep needs based on this call.
What good looks like: 1–3 concrete drills the manager can assign this week.
Skill namedDrill suggestedScript line to practice50.Custom company improvement recommendations
Coming Soon — advisory, not scoredPatterns across calls that suggest a company-wide fix.
What good looks like: Process, script, or pricing changes flagged with evidence.
Repeating objection unhandledScript gapPricing friction
Score your next call against all 100 points
Record your next sales call and RepVise™ grades it against the framework — and against your own playbook.