Execution · For Retailers & Brands

Playbook Adherence

Your playbook, finally observed.

What is playbook adherence?

Playbook adherence is the share of real sales conversations in which each step of a retailer's trained pitch was actually delivered, measured per advisor, store and week from consented in-store conversations rather than from a quarterly mystery shop.

Also searched as: sales playbook compliance, pitch adherence, sales script adherence, sales process compliance. Part of the Sales Execution use case.

You designed the pitch. The demo, the hero feature, the offer, the close. Then you handed it to a thousand conversations you would never hear. Playbook Adherence makes those conversations legible, so the playbook stops being a document and becomes something you can see happen.

The blind spot

A sales playbook is the most carefully written thing in a retail network and the least witnessed. It is trained in a room, printed for the back office, and then executed on the floor, out of earshot. What reaches you is the outcome: walk-ins, leads, conversions. Whether the playbook was delivered is a matter of faith.

Everything built to check it is a sample. A mystery shopper sees one scripted visit a quarter, and the advisor usually knows. A floor walk sees whoever is on shift. A sample cannot tell you what share of this week's real conversations followed the playbook, or which step is quietly disappearing in which city. So the playbook drifts, and the numbers tell you months later.

What changes

Every consented conversation counts. Not a sample of the floor; the floor.
The playbook becomes ground truth. Each step, delivered or missed, per advisor, per store, per week.
Every number can be traced to the moment that produced it. Nothing you see is an opinion.
Advisors see their own scorecard before their manager does. Adherence stops being enforced and starts being owned.

What you will know

Which step of the playbook is being skipped, and where. Not that adherence is 71%, but that the finance offer is missing in two cities.
Which stores are executing and which are coasting, on the same standard, so the comparison is fair.
Who does each step best on your own floor, so the standard is set by your people, not a script.
Whether the fix worked, next week, in the same numbers.

On the floor

A consumer electronics chain rolls out a no-cost EMI offer across twelve stores. Within a week they know it is being pitched in four conversations out of five at three stores and fewer than two in five at two others. They know why: the laggards quote the cash price first and never reach finance. They know who does it best, an advisor who opens with the monthly figure, and her conversation becomes the standard. Two weeks later the gap is closed and they know that too.

Questions this answers

Do you actually know if your promoters are following the playbook, or are you trusting the monthly report?
When a new offer launches, how do you confirm it is being pitched on day one, not week three?

Frequently asked questions

Whose playbook is it?

Yours. A car showroom cares about the test drive. A telecom store cares about the plan comparison. A durables floor cares about the demonstration and the warranty. Borentis observes the playbook you already believe in, step by step, and shows you how far the floor is from it.

Will this feel like surveillance to the floor?

It should feel like the opposite. The advisor starts and stops every recording, sees every score about themselves, and knows exactly what good looks like. For most advisors it is the first time their best work has been visible to anyone. The ones who adopt first are the ones who are already good.

What about the advisor who does not record?

That is the one thing that cannot be hidden. Coverage is visible per advisor, every morning, before the store opens. Silence is a row on a report, not a loophole.