Pain Identification

The Pain Identification stage scores how well the agent uncovered the client's pain — the real problem that motivates the purchase.

Scoring rubric

Five levels define how this stage is scored. Describe what the agent does at each level — the AI injects this rubric directly into its evaluation.

Level	What it looks like
1 · Bad avoidance	The agent ignored or skipped the client's problems entirely.
2 · Poor depth	Acknowledged pain but never explored how it affects the client.
3 · Satisfactory clarity	Identified the main pain point clearly.
4 · Good emotional link	Connected the pain to the client's emotions and consequences.
5 · Excellent impact quantification	Quantified the impact (cost, time, risk) of the pain and made it concrete.

Pain indicators & deepening questions

• Pain indicators — words or phrases that signal pain.
  • Example: cost, time lost, manual work, errors
• Deepening questions — questions that surface the depth of the pain.
  • Example: What happens if this isn't fixed? · How much does it cost you each month?

Best practice: pain is the strongest motivator — train agents to quantify it ("$2,000/month") rather than leaving it abstract ("it's a hassle").