DSA Behavioural Audit

The DSA Behavioural Audit is a quick and easy measure of your telephone skills behaviour. You can measure one call, a day of calls, a week or month by inputting the relevant data below.

Once you have recorded the 8 criteria you will see your behavioural pie chart below and a behavioural index which is an indication of the quality of your telephone behaviour.

If you enter your name and telephone or email address we will happily contact you to explain the results and suggest ways to improve your performance.

Please record your performance as accurately as possible in accordance with the following criteria:

Calls – this is a fairly obvious record of how many times you have dialled a number, picked up the auto-dialler or received an in-bound call.

DMN - (Decision Maker Name) – here we record the number of times we find out a decision makers name. We should be reasonable sure it’s a real decision maker and if we speak to them again, we must be absolutely sure they are a decision maker, allowing us to record it again. If after three attempts, we fail to contact this decision maker, we should find the name of an influencer and record that instead, aiming to move back to the decision maker asap.

Engage – Record engage whenever you introduce yourself, your company and your product and / or service. Technically, the pitch is and “audience specific” statement designed to trigger a trans-derivational search. A good pitch is based upon the 8 rules of customer engagement, designed to match emotional customer need and our campaign benefits.

Rapport – full rapport is based upon behaviour, environment and skills questions but each time you find out something new about your decision maker (you don’t actually need to speak to him or her), record one unit of research.

CB - (Call Back) – record a call back when you have set a date and approximate time to try the named decision maker again.

INFO - (Information send) – if you agree to send information by post or email, record one unit of information send.

FP - (Future Prospect) – The future prospect is your personal and subjective valuation of the customers propensity to commit to your requirements. It is based upon a complex series of calculations which we study in Section four of our Diploma course but a gut feeling percentage will do. If the potential customer may or may not buy from you, mark them down as 50%. If you have evidence from research to make you think they are slightly more likely to commit then score them higher. Each time you enter a percentage of 50%or more, mark down one unit of FP.

MA - (Mutual Agreement) – fairly obvious again so every time you agree a sale, appointment or booking, mark one unit of NBO.