Yolanda and Daisy Onboarding
Scorecard
Discovery
Closing
Objections
Overall
Conversation Metrics
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Talk/Listen Ratio
Ideal: 40-60%
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Questions Asked
Ideal: 10+
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Longest Monologue
Ideal: <2 min
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Filler Words
Ideal: <10
51m
Duration
AI Coaching Summary
This was an onboarding call for Shipday integration with Toast POS. The call revealed unexpected RMS system charges ($50/month) not previously disclosed, causing customer concern. Rep handled the objection by offering to cover the charges with credits for 2 months.
Coaching Moments
Always disclose all potential third-party charges upfront during initial sales conversations
Ask more qualifying questions about current POS integrations and delivery setup before onboarding
Review account setup and requirements before onboarding calls to avoid surprises
Pain Points Identified
Lack of delivery system integration with current POS
“we've never had any other sort, or form of delivery, before, ever”
Surprise charges not previously disclosed
“I definitely didn't know that. I know for a fact, like, that was not on the notes that I had taken. It was 159 a month, and like, that's it”
Lack of transparency in pricing
“Transparency should always be, like, you know, all the way, and even more details”
Objections Handled
Unexpected $50/month RMS system charges from Toast
Concern about hidden fees after trial period
Comparison to competitor offering free delivery service
Sentiment Trajectory
Transcript
Fathom,gemony, second here.
Hey, hi, team.
How are you?
I'm good.
Thanks.
Okay.
Jolanda, correct?
I'm Dina.
Dina.
Okay.