Call Shadowing & Ride-Along Checklist

Use this on every live or recorded ride-along. The goal isn't attendance — it's leaving with at least one named skill to reinforce and one named skill to grow, backed by a specific moment in the call.

Before You Listen

Ask the rep these three questions before the call starts (or before you press play on a recording):

1. "What are you working on right now, skill-wise?" (their answer tells you what to watch hardest for)
2. "What's the goal of this specific call?" (discovery, demo, negotiation, close — calibrate your checklist to the call type)
3. "Is there anything you want a second set of eyes on?"

Write both answers down. You'll refer back to them in the debrief.

During the Call — What to Actually Watch For

Don't just listen for "good" or "bad." Watch for the specific, named behavior. Check each box only if you can point to the moment it happened.

Opening & Rapport

• Rep stated a clear, specific purpose for the call in the first 2 minutes
• Rep referenced something specific to this buyer (not a generic opener)
• Rep set or confirmed an agenda and got buy-in on it
• Rep's tone matched the buyer's energy rather than running a fixed script

Discovery & Diagnosis

• Rep asked at least one question that required more than a factual answer
• Rep followed a vague answer with a clarifying "why" or "what does that mean for you"
• Rep uncovered a business impact (cost, time, risk) — not just a feature request
• Rep let silence sit after a question instead of filling it
• Rep summarized what they heard back to the buyer, in the buyer's language

Value Articulation & Positioning

• Rep connected a capability to the specific problem just uncovered (not a generic pitch)
• Rep used proof (customer example, data point) relevant to this buyer's situation
• Rep checked for reaction/understanding rather than talking through to the end
• Rep avoided jargon the buyer hadn't already used

Objection Handling

• Rep let the buyer finish the objection without interrupting or over-explaining
• Rep acknowledged the objection before responding to it
• Rep asked a question to understand the real concern behind the stated objection
• Rep checked whether the response actually resolved it, rather than moving on

Next Steps & Commitment

• Rep proposed a specific next step (not "I'll follow up")
• Rep got a verbal or calendar commitment before ending the call
• Rep confirmed who else needs to be involved and what they need to see
• Rep recapped the call's outcome in one sentence before signing off

After the Call — Debrief Script (Say This)

Run this in the same sitting, while the call is fresh. Let the rep go first — this builds self-assessment skill and tells you where their blind spots are.

1. "Before I say anything — how do you think that went?"
2. "What's one thing you did in that call you want to keep doing?"
3. "Where in the call did you feel least in control?"
4. (You) "Here's what I saw work well: [name the specific skill + the specific moment]."
5. (You) "Here's the one skill I'd focus on before your next call like this: [name the skill]. Here's the moment I saw it show up: [specific quote/timestamp]."
6. "What would trying that differently sound like? Let's say it out loud."
7. "What's one call this week where you'll try it?"

Never leave more than one growth focus per debrief. Reps can act on one thing. They can't act on five.

Ride-Along Tracker (Use Across Multiple Sessions)

After 4-5 ride-alongs, scan the "skill to grow" column. A skill that shows up twice isn't a one-off — it's the actual coaching priority for this rep's next development cycle.