Category term

What is Sales playbook?

A sales playbook is the sequence of steps, claims, offers and disclosures a retailer trains its advisors to deliver in a customer conversation, such as greeting, need discovery, demonstration, objection handling, offer and close.

In conversation intelligence the playbook is the scoring standard. Each step is marked delivered or missed per conversation, so adherence can be measured rather than assumed.

Playbooks are specific to a vertical and often to a store format. A car showroom scores the test drive; a telecom store scores the plan comparison; a durables floor scores the demonstration and the extended-warranty offer.

Related terms

• Playbook adherence: Playbook adherence is the degree to which a sales advisor's real conversations follow the retailer's trained sales playbook, expressed per step, per advisor and per store.
• Disclosure line: A disclosure line is the sentence an advisor says at the start of a conversation to tell the customer it may be recorded and why, treated as a scored playbook step so that every conversation carries evidence that notice was given.
• Borentis Score: The Borentis Score is a single 0 to 100 measure of how well a store, region or advisor is executing its sales conversations, built from every consented conversation and comparable on one standard across the network.

Where Borentis applies this

• Playbook Adherence: Your playbook, finally observed.
• Launch & Offer Execution: Know your launch landed, on day one.