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Drop a recording or paste a transcript. RepCoach scores it against your industry rubric, finds the most expensive miss, names the rep-invented moves worth scripting, and tells you exactly what to coach next.
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What this rep did exceptionally well
The most expensive miss
Kyle (47:31): "Yeah I mean that's where the underwriters landed. ... So uh, yeah let me know if you want to think on it."
What happened
Andrea's ask was $400K. Kyle's cash offer came in at $250K — a 37.5% gap, well past the 15% trigger that mandates pivoting to concierge. Kyle didn't pivot. He acknowledged the gap, told her to "think on it", and offered to call her back. That moment is when the call ended, even though it kept going for another 8 minutes. Andrea's tone changed within 30 seconds — the warmth from the first 47 minutes evaporated, her answers got shorter, her energy went flat. She started talking about her work IT system, Kyle made small talk to fill the silence, and they hung up with no offer revised, no next call booked, and no concierge program ever mentioned. By the time Kyle was off the phone, Andrea had already mentally moved on. The deal didn't die at 47:22 — it died at 47:31, in the 9 seconds Kyle spent NOT pivoting.
Why this costs money
Andrea is the textbook concierge candidate. She is sophisticated, calm, has time (April–May timeline), no urgency, the bones of the house are good (built 1998, single owner, roof 2015), and her gap is driven by perceived value, not desperation. This deal at $250K cash was probably worth $300–330K via concierge. The leak isn't the price — it's that Kyle treats sophisticated/calm sellers as "going nowhere" and disengages instead of pivoting. This pattern repeats across the corpus — Kyle pivots when sellers sound distressed (Sherry call: divorce, behind on mortgage) but not when sellers sound articulate. Backwards. Sophisticated sellers are the ones with the most equity to capture.
The fix — exact words to say at 47:31
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Manager summary
So here's the thing about Kyle — when he's on, he's the best in the business. The Andrea call alone has three moves I should be teaching the whole team yesterday: the way he pre-positions himself as the seller's advocate at minute 2, the Cedar Park boss story he pulled out of thin air, and that "why wouldn't you just list it" inversion. Those are gold. He's running a 60-minute call like a craftsman.
But — and this is the painful part — he left fifty to eighty grand on the table on this one call alone because he wouldn't pivot to concierge when the numbers didn't work. And looking at the corpus, this isn't a one-off miss. He does it every single time the seller sounds calm and articulate. His instinct says "they're going nowhere" and he disengages instead of pivoting. That's the most expensive habit in this whole operation. If we fix this one thing, that's $240K back in our pocket per quarter, easy.
So here's the play: drill the concierge pivot with him until it's reflex on any cash gap over 15%. Make Setting Expectations a non-negotiable on every first call (90 seconds, costs nothing). And get those three invented moves into the playbook so the next hire benefits from Kyle's instincts on day one. Everything else is downstream of these three fixes.
🚩 One more thing — Kyle's three invented moves should also feed back into the SM3 master playbook and the next RepCoach rubric update. The system gets smarter every time Kyle does something we didn't script.
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