Section 02 · The View from the Ridge
02What Your Reps See
To coach well, you need to know exactly what your reps are working with. This is a quick tour of their day in the tool — enough to follow their world without reading their whole guide. For any screen in depth, the section reference points you to the Sales Rep Guide.
A rep's day, in the tool
| What the rep does | Where | Rep Guide |
|---|---|---|
| Works lists of leads, filtered and saved | Companies, saved views | §03 |
| Advances leads through the funnel gates | Company record, Next-gate card | §04 |
| Captures qualification and the decision-making matrix | Qualification panel, Contacts tab | §05 |
| Runs the right play on each account | Pursuits, play panels | §06 |
| Dials, dispositions, and logs every call | The dialer | §07 |
| Books the First-Time Appointment | FTA form on the pursuit | §08 |
| Works the deal through discovery to close | Opportunities, pipeline | §09 |
| Sends email, runs sequences, stays compliant | Inbox, templates, sequences | §10 |
| Reads their coaching and works their focus | Coaching page | §13 |
The through-line: the process is enforced
The single most important thing to understand about your reps' experience is that the tool keeps them on the method. They can't skip qualification, can't invent an opportunity without a booked appointment, and can't close a deal without recording why. When you review a rep's pipeline, you're looking at real, gated progress — not optimistic data entry.
What to reinforce
Two rep habits make or break the data you coach from: disposition every call, and log the activity, then schedule the next task. If a rep does these, their pipeline and coaching are accurate. If they don't, the gaps show up as blank activity and stalled tasks — which is itself a coaching signal you'll learn to read in Part 2.
What the rep can't do (that you can)
Reps work their own accounts and can't see the whole org, can't manage users, can't change organization-wide email or phone settings, and can't permanently delete data. Those are leadership and administrator powers, covered in the next section and in Part 3.
The bottom line
Know their world to coach it.
Your reps live in a tool that enforces the climb. Skim their guide once so the dashboards in Part 2 read as a story you recognize.