Hi, skin · MemberLift
Top Performer Analysis Rubric
Turn top performer behavior into coachable standards for the broader team.
Project: HiSkin Membership Sales System Implementation · GrowthDesk by ArtMetrics
Section 1
Rubric purpose
Identify repeatable behavior before scripts are finalized.
- Score behaviors from 1-5.
- Capture examples in the rep behavior scorecard.
- Compare top performer behavior against bottom performer gaps.
Rubric
Greeting quality: Creates trust and makes the guest feel expected. · Scale: 1-5 · Weight: 10
Goal discovery: Understands skin goals, history, concerns, routine, and reason for visit. · Scale: 1-5 · Weight: 12
Treatment-to-goal connection: Connects The Really Good Facial™ and recommended path to the guest's goal. · Scale: 1-5 · Weight: 12
Membership positioning: Frames The Really Good Membership as routine and consistency, not pressure. · Scale: 1-5 · Weight: 12
Objection handling: Handles price, timing, and commitment concerns without discount panic. · Scale: 1-5 · Weight: 10
Close attempt: Clearly proposes membership/package after enough value touchpoints. · Scale: 1-5 · Weight: 10
Follow-up completion: Completes post-visit call, SMS, or email action by outcome. · Scale: 1-5 · Weight: 10
AOV behavior: Understands package, booster, and membership value without overloading the guest. · Scale: 1-5 · Weight: 8
Consistency: Repeats the sales process across appointment types. · Scale: 1-5 · Weight: 8
Coachability: Responds to manager feedback and roleplay corrections. · Scale: 1-5 · Weight: 8