AXIS DIRECT: Call Observation Sheet

334619715
Mary Enolva

First Call
1) Did agent use proper greeting & avoid Bill Collectors Greeting & unnecessary pleasantries (good
morning, good evening, how are you today, etc.) YES___ NO____
-When she was pitching the script she pause, and its like that she dont know what to say.
And sound sleepy
2) Did agent transition from greeting into script without asking customers permission, pausing or
inviting unnecessary customer objections? YES____ NO ____
______________________________________________________________________________
______________________________________________________________________________
3) Did agent ask the Fact Finding Questions and Tailor the Benefits immediately afterwards?
(Example: Many of my reorder customers take (Product Name) for the same reason and thats
exactly what (Product Name) will do for you also, (Customer Name)! Let me explain how it
works.) YES____ NO____
4) Did agent build value by explaining the product benefits and what it will do specifically for their
customer? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________

5) Did agent use three rebuttals for each objection? YES____ NO

-she was stammering when throwing rebuttals to the customer.

6) Did agent follow Rebuttal Format? (Example: 1st Rebuttal Objection Specific Rebuttal.
2nd Rebuttal Hitting Customers Hot Buttons. 3rd Rebuttal Whats really holding you back

today.? YES____ NO

-She didnt follow the rebuttal structure.

7) Did agent read disclosures & obtain proper confirmations? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
8) Did agent Assume the Sale & avoid turning sentences into questions? YES____ NO____
-Lacked of confidence.
9) Did agent transition smoothly into clubs? (No pauses or over-pitching) YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
10) Did agent explain the features, savings and benefits of the clubs to emphasize their value?
YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
11) Did agent use three objection specific rebuttals for each club objection? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
12) Did agent read all disclosures & obtain proper confirmations on all clubs? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
13) Did agent offer ALL clubs and back peddle when necessary? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
14) Did agent use customers name frequently throughout the call? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
15) Did agent use proper tone inflection, excitement & enthusiasm on entire call? YES____ NO____

-The agent needs to improve her tone inflection.

NO____

16) Did agent over-talk customer or avoid answering customer questions? YES

-She keeps on talking.

17) Did agent follow script & avoid leaving out crucial portions containing benefits, features,
disclosures or confirmations? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
18) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____

19) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____
She needs to work for her listening skills to get the true concern of the customer and to
answer the questions of the customer correctly.

AGENT SIGNATURE: Mary Enolva

TL SIGNATURE: Bremem Magangcong

DATE: 5/1812
DATE: 5/1812

AXIS DIRECT: Call Observation Sheet

Mary Enolva
7067227682
2nd call

1) Did agent use proper greeting & avoid Bill Collectors Greeting & unnecessary pleasantries (good
morning, good evening, how are you today, etc.) YES___ NO____
______________________________________________________________________________
_____________________________________________________________________________

2) Did agent transition from greeting into script without asking customers permission, pausing or
inviting unnecessary customer objections? YES____ NO ____
______________________________________________________________________________
______________________________________________________________________________
3) Did agent ask the Fact Finding Questions and Tailor the Benefits immediately afterwards?
(Example: Many of my reorder customers take (Product Name) for the same reason and thats
exactly what (Product Name) will do for you also, (Customer Name)! Let me explain how it
works.) YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
4) Did agent build value by explaining the product benefits and what it will do specifically for their
customer? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
5) Did agent use three rebuttals for each objection? YES____ NO____
-Didnt overcome the objection of the customer
6) Did agent follow Rebuttal Format? (Example: 1st Rebuttal Objection Specific Rebuttal.
2nd Rebuttal Hitting Customers Hot Buttons. 3rd Rebuttal Whats really holding you back
today.? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
7) Did agent read disclosures & obtain proper confirmations? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
8) Did agent Assume the Sale & avoid turning sentences into questions? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
9) Did agent transition smoothly into clubs? (No pauses or over-pitching) YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
10) Did agent explain the features, savings and benefits of the clubs to emphasize their value?
YES____ NO____
______________________________________________________________________________
______________________________________________________________________________

11) Did agent use three objection specific rebuttals for each club objection? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
12) Did agent read all disclosures & obtain proper confirmations on all clubs? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
13) Did agent offer ALL clubs and back peddle when necessary? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
14) Did agent use customers name frequently throughout the call? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________

15) Did agent use proper tone inflection, excitement & enthusiasm on entire call? YES____ NO
-Shes not letting the customer talked. And her voice was going into high pitch when the
customer giving the objection.

16) Did agent over-talk customer or avoid answering customer questions? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
17) Did agent follow script & avoid leaving out crucial portions containing benefits, features,
disclosures or confirmations? YES____ NO____
18) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____
19)Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____

AGENT SIGNATURE: Mary Enolva

TL SIGNATURE: Bremem Magangcong

DATE: 5/1812
DATE: 5/1812

AXIS DIRECT: Call Observation Sheet

Mary Enolva
2676286587
3rd call
1) Did agent use proper greeting & avoid Bill Collectors Greeting & unnecessary pleasantries (good
morning, good evening, how are you today, etc.) YES___ NO____
-The customer already answer the phone but it took so long for the agent to response.
2) Did agent transition from greeting into script without asking customers permission, pausing or
inviting unnecessary customer objections? YES____ NO ____
______________________________________________________________________________
______________________________________________________________________________
3) Did agent ask the Fact Finding Questions and Tailor the Benefits immediately afterwards?
(Example: Many of my reorder customers take (Product Name) for the same reason and thats
exactly what (Product Name) will do for you also, (Customer Name)! Let me explain how it
works.) YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
4) Did agent build value by explaining the product benefits and what it will do specifically for their
customer? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
5) Did agent use three rebuttals for each objection? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
6) Did agent follow Rebuttal Format? (Example: 1st Rebuttal Objection Specific Rebuttal.
2nd Rebuttal Hitting Customers Hot Buttons. 3rd Rebuttal Whats really holding you back
today.? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________

7) Did agent read disclosures & obtain proper confirmations? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
8) Did agent Assume the Sale & avoid turning sentences into questions? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
9) Did agent transition smoothly into clubs? (No pauses or over-pitching) YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
10) Did agent explain the features, savings and benefits of the clubs to emphasize their value?
YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
11) Did agent use three objection specific rebuttals for each club objection? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
12) Did agent read all disclosures & obtain proper confirmations on all clubs? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
13) Did agent offer ALL clubs and back peddle when necessary? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
14) Did agent use customers name frequently throughout the call? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
15) Did agent use proper tone inflection, excitement & enthusiasm on entire call? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
16) Did agent over-talk customer or avoid answering customer questions? YES____ NO____
-Shes not sound aggressive on her call.
17) Did agent follow script & avoid leaving out crucial portions containing benefits, features,
disclosures or confirmations? YES____ NO____

______________________________________________________________________________
______________________________________________________________________________
18) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____

19) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____

AGENT SIGNATURE: Mary Enolva

TL SIGNATURE: Bremem Magangcong

DATE: 5/1812
DATE: 5/1812

AXIS DIRECT: Call Observation Sheet

4th call Follow up call
6056511767
Mary Enolva
1) Did agent use proper greeting & avoid Bill Collectors Greeting & unnecessary pleasantries (good
morning, good evening, how are you today, etc.) YES___ NO____
______________________________________________________________________________
_____________________________________________________________________________
2) Did agent transition from greeting into script without asking customers permission, pausing or
inviting unnecessary customer objections? YES____ NO ____
______________________________________________________________________________
______________________________________________________________________________
3) Did agent ask the Fact Finding Questions and Tailor the Benefits immediately afterwards?
(Example: Many of my reorder customers take (Product Name) for the same reason and thats
exactly what (Product Name) will do for you also, (Customer Name)! Let me explain how it
works.) YES____ NO____

______________________________________________________________________________
______________________________________________________________________________
4) Did agent build value by explaining the product benefits and what it will do specifically for their
customer? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
5) Did agent use three rebuttals for each objection? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
6) Did agent follow Rebuttal Format? (Example: 1st Rebuttal Objection Specific Rebuttal.
2nd Rebuttal Hitting Customers Hot Buttons. 3rd Rebuttal Whats really holding you back
today.? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
7) Did agent read disclosures & obtain proper confirmations? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
8) Did agent Assume the Sale & avoid turning sentences into questions? YES____ NO____
-Improve listening skills.
9) Did agent transition smoothly into clubs? (No pauses or over-pitching) YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
10) Did agent explain the features, savings and benefits of the clubs to emphasize their value?
YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
11) Did agent use three objection specific rebuttals for each club objection? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
12) Did agent read all disclosures & obtain proper confirmations on all clubs? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________

13) Did agent offer ALL clubs and back peddle when necessary? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
14) Did agent use customers name frequently throughout the call? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
15) Did agent use proper tone inflection, excitement & enthusiasm on entire call? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________

NO____

16) Did agent over-talk customer or avoid answering customer questions? YES

-the customer said I dont have a visa card then the agent said go grab your and I can stay on
the line.
17) Did agent follow script & avoid leaving out crucial portions containing benefits, features,
disclosures or confirmations? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
18) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____

19) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____

AGENT SIGNATURE: Mary Enolva

TL SIGNATURE: Bremem Magangcong

DATE: 5/1812
DATE: 5/1812

AXIS DIRECT: Call Observation Sheet

5th call Follow up call

Mary Enolva
1) Did agent use proper greeting & avoid Bill Collectors Greeting & unnecessary pleasantries (good
morning, good evening, how are you today, etc.) YES___ NO____
-stammering when answering the question of the customer introduction the first part
2) Did agent transition from greeting into script without asking customers permission, pausing or
inviting unnecessary customer objections? YES____ NO ____
______________________________________________________________________________
______________________________________________________________________________
3) Did agent ask the Fact Finding Questions and Tailor the Benefits immediately afterwards?
(Example: Many of my reorder customers take (Product Name) for the same reason and thats
exactly what (Product Name) will do for you also, (Customer Name)! Let me explain how it
works.) YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
4) Did agent build value by explaining the product benefits and what it will do specifically for their
customer? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
5) Did agent use three rebuttals for each objection? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
6) Did agent follow Rebuttal Format? (Example: 1st Rebuttal Objection Specific Rebuttal.
2nd Rebuttal Hitting Customers Hot Buttons. 3rd Rebuttal Whats really holding you back
today.? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________

7) Did agent read disclosures & obtain proper confirmations? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
8) Did agent Assume the Sale & avoid turning sentences into questions? YES____ NO____

9) Did agent transition smoothly into clubs? (No pauses or over-pitching) YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
10) Did agent explain the features, savings and benefits of the clubs to emphasize their value?
YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
11) Did agent use three objection specific rebuttals for each club objection? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
12) Did agent read all disclosures & obtain proper confirmations on all clubs? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
13) Did agent offer ALL clubs and back peddle when necessary? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
14) Did agent use customers name frequently throughout the call? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
15) Did agent use proper tone inflection, excitement & enthusiasm on entire call? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
16) Did agent over-talk customer or avoid answering customer questions? YES NO____
-the customer said I dont have a visa card then the agent said go grab your and I can stay on
the line.

17) Did agent follow script & avoid leaving out crucial portions containing benefits, features,
disclosures or confirmations? YES____ NO____
______________________________________________________________________________
______________________________________________________________________________
18) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____

19) Did agent follow the Axis Sales Process, use Proper Rebuttals & make their best Effort to
maximize their sale opportunity on this call? YES____ NO____

AGENT SIGNATURE: Mary Enolva

TL SIGNATURE: Bremem Magangcong

DATE: 5/1812
DATE: 5/1812