Call Shadowing Checklist for New Reps

Shadowing without a specific focus produces vague notes like "that was a good call." This checklist gives you one focused thing to listen for on each of your first 10 shadowed calls, so you leave with something you can actually use.

Before You Start Shadowing

• Confirm with your manager which rep you're shadowing and get their calendar link/dial-in details in advance
• Turn your camera/mic off (or stay off-call if in person) — you are a silent observer, not a participant
• Have this checklist open and take notes in real time, not from memory afterward
• Know before the call: what deal stage is this, and what's the rep's goal for this specific call

Calls 1–2: Structure & Flow (just watch the shape of the call)

Focus only on structure — ignore the words, watch the shape.

• Did the call open with a stated agenda/frame, or did it launch straight into questions?
• Roughly what % of the call was the rep talking vs. the prospect talking? (Target: prospect talks more)
• Was there a clear moment where discovery ended and pitching began — could you point to it?
• Did the call end with a specific next step calendared on the call itself?

Note template:

Call opened with: ___ / Rep talk-time felt like: ___% / Next step booked live? Y/N / One thing I noticed about the shape of the call: ___

Calls 3–4: Questions (listen for what's actually asked)

• Write down the first 3 questions the rep asked, word for word
• Count how many "why" or "how" follow-ups the rep used after an initial answer
• Note one question the rep asked that you wouldn't have thought to ask
• Note one moment where the prospect gave a vague answer — did the rep push for specifics or move on?

Note template:

First 3 questions: ___ / Follow-up count: ___ / Question I want to steal: ___ / Vague answer handled how: ___

Calls 5–6: Objections & Pushback (listen for how resistance is handled)

• Write down the exact objection language the prospect used
• Write down the rep's exact response, word for word
• Did the rep ask a clarifying question before responding, or respond immediately?
• Did the objection actually get resolved, or did it just get talked past?

Note template:

Objection heard: "___" / Rep's response: "___" / Clarified first? Y/N / Resolved or deflected: ___

Calls 7–8: Value & Differentiation Language (listen for how the "why us" gets said)

• Write down how the rep described what makes the product/company different — word for word if possible
• Note whether the rep connected a feature to something specific the prospect said earlier, or gave a generic pitch
• Note any proof point, case study, or number the rep used
• Note the prospect's reaction (leaned in, went quiet, asked a follow-up question)

Note template:

Differentiation line used: "___" / Connected to prospect's stated problem? Y/N / Proof point used: ___ / Prospect reaction: ___

Calls 9–10: Closing & Momentum (listen for how the rep moves the deal forward)

• Write down exactly how the rep asked for the next step — the literal words
• Note whether the rep set a mutual deadline or just a "next call"
• Note whether the rep addressed competition, budget, or timeline directly, or avoided it
• Note the overall tone at the end of the call — did it feel resolved or did it trail off

Note template:

Next-step ask, verbatim: "___" / Mutual deadline set? Y/N / Competition/budget/timeline addressed? Y/N / Call ended feeling: ___

After Every Shadowed Call — 3 Debrief Questions (ask yourself, or your mentor)

1. What's the one line from this call I'd want to say myself, in my own voice?
2. What's the one moment that would have thrown me if I were running this call?
3. What's different about this call vs. the last one I shadowed?

After Call 10 — Self-Check

By now you should be able to answer, without notes:

• What does a well-structured discovery call sound like, start to finish?
• What are 3 objections you've now heard handled well, and roughly how?
• What's your company's one-sentence differentiation, in your own words?

If you can't answer these three, shadow 3 more calls before you take your first live call solo.