Understanding your playbook

What is a playbook?

Your playbook is your organization’s sales framework. It defines the skills and techniques your sales reps should master, organized in a clear hierarchy. Eagr uses it to analyze calls and score performance.

The playbook is structured in four levels, from broadest to most specific:

Segment → Skill → Technique → Sub-technique

Segments

A segment is the top level of your playbook. It represents a major phase or type of sales interaction.

For example, your playbook might include segments like:

Prospecting — for outbound calls and first contacts
R1: Discovery — for the first qualifying meeting
R2: Demo & Closing — for product demos and closing

Each segment contains one or more skills.

Tip

Segments are assigned to users by their manager. A user may have one or more segments assigned to them, and their call analyses are based on those segments.

Skills

A skill is a key area of expertise within a segment. It groups together related techniques that a sales rep should master for a specific part of the conversation.

For example, within the segment “R1: Discovery”, you might find skills like:

Open & calibrate — how the rep starts the call and sets the tone
Lead the discovery — how the rep uncovers the prospect’s pain points
Convince & project — how the rep builds the case for the solution
Close the next step — how the rep secures the follow-up meeting

Each skill contains one or more techniques.

Techniques

A technique is a specific, observable sales behavior within a skill. It represents something concrete that a rep either does or doesn’t do during a call.

For example, within the skill “Open & calibrate”, you might find techniques like:

Break the ice — creating a personal connection at the start of the call
Introduce yourself with impact — positioning yourself as a credible advisor
Frame the conversation — setting a clear agenda for the meeting

Techniques are what Eagr evaluates during call analysis. Each technique is scored on 4 mastery levels.

Sub-techniques

Some techniques are complex enough to be broken down into sub-techniques. These are more granular behaviors that, together, make up the parent technique.

For example, the technique “Master the SPICED method” (within the Discovery skill) is split into:

S — Situation: understand the context
P — Problem: identify the pain
I — Impact: measure the consequences
CE — Critical Event: qualify the timeline
D — Decision: map the decision-making process

When a technique has sub-techniques, the sub-techniques are scored individually. The parent technique’s score is the average of its sub-techniques.

Mastery levels

Each technique (or sub-technique, if applicable) is evaluated on 4 mastery levels:

Level 1 — Insufficient: the rep doesn’t apply the technique, or does so in a generic way
Level 2 — Basic: the rep applies the technique partially or in a standard way
Level 3 — Good: the rep applies the technique effectively with a personalized approach
Level 4 — Excellent: the rep masters the technique and adapts it naturally to the prospect

Each level describes a specific, observable behavior so that both the rep and the manager can clearly understand what is expected. For example, for the technique “Break the ice”:

Level 1: The rep jumps straight to business after the greeting — no personalization, no informal question
Level 2: The rep uses a generic, impersonal opener (e.g., “Hope you’re having a good day”) with no connection to the prospect’s context
Level 3: The rep references at least one factual detail from their research to create a personalized touchpoint (e.g., “Congrats on your recent funding round!”) and transitions into the meeting context
Level 4: The rep highlights a specific professional quality of their contact and follows up with an open-ended question that turns the compliment into a real conversation

Winning Behaviors

Each technique also includes Winning Behaviors — practical advice based on what top performers do differently. A Winning Behavior includes:

A title summarizing the best practice
A description explaining why it works, sometimes backed by data
A concrete example showing what the rep could say in a real conversation

Winning Behaviors help reps understand not just what to do, but how to do it with specific phrasing and approach.