Mystery shop scorecard

Score the call you have just made

Complete this within ten minutes of hanging up, while the tone is still fresh. Every question is scored 1 to 5; the summary turns those into a Red, Amber, Green picture across the whole team.

Priority: GreenThumb

GreenThumb calls come first — they are the reason we are here. Use the same scorecard for a competitor call whenever you get the chance, and name the company below so we can benchmark against it.

Call details

Your name

Company called

Branch, franchise or region

Date of call

Channel

Round

Time or rings to answer

Getting through

The first 30 seconds of the relationship.

No data

Speed and ease of reaching a real person

Warmth and professionalism of the greeting

Clear introduction of themselves and the company

Notes on “Getting through” (optional)

Understanding my needs

Did they diagnose before prescribing?

No data

Asked about my lawn: size, condition, problems

Asked about context: past treatments, pets, children, usage

Listened properly and built rapport

Notes on “Understanding my needs” (optional)

Expertise and advice

Do they sound like the experts they claim to be?

No data

Diagnosed likely issues credibly

Explained the treatment programme in plain English

Educated me rather than just quoting a number

Notes on “Expertise and advice” (optional)

Proposition and price

Tailored recommendation or off-the-shelf script?

No data

Recommendation felt tailored to my lawn

Price explained clearly: what is included and how it is billed

Value justified beyond the headline price

Notes on “Proposition and price” (optional)

Confidence and risk

Where most scripts break down.

No data

Handled 'what if it doesn't work?' convincingly

Explained guarantee, flexibility and cancellation

Used local proof: reviews, nearby customers, results

Notes on “Confidence and risk” (optional)

Closing the sale

Did anyone actually ask for the business?

No data

Offered the free lawn analysis or a clear next step

Asked for the business

Agreed a specific follow-up: who, when and how

Notes on “Closing the sale” (optional)

Overall impression

The gut feel a real customer would be left with.

No data

Overall quality of the call experience

How likely you would be to buy after this call

Notes on “Overall impression” (optional)

In your words

Best moment of the call

Worst moment of the call

What good would look like here

Would you have bought? Why?

Progress

0 / 20 scored

No data