How Polished Is Your Client-Facing Team? The Business Etiquette Scorecard
Built for etiquette and professional-presence trainers, corporate L&D teams, client-service leads and consultants who sell workshops to client-facing teams. Twelve behavioural questions — what the team actually did last time, not what it intends — score across four areas: Meetings & Presence, Written & Responsiveness, Hosting & Cross-Culture, and Follow-Through & Discretion. The respondent gets a score out of 120 and a four-point radar that names their weakest area, which is the one clients judg…
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About this template
How Polished Is Your Client-Facing Team? The Business Etiquette Scorecard is a free quiz template with 16 questions. Take the live preview above, then copy it into your own RooQuiz account — the questions, results and follow-up are all yours to edit before you publish.
What's inside: 16 questions
Every question below comes with the template, in this order. After you copy it, you can reword, reorder or remove any of them.
- Think about the last three external meetings your team joined. How many started on time, with everyone who was needed present?All three · Two of the three · One of the three · None — people drift in, or we start without someone key
- Walking into a client call, what does your team typically already know?Who is on the call, what was agreed last time, and the one outcome we want · Roughly what was agreed last time and what the meeting is for · We skim the invite in the two minutes beforehand · We find out on the call
- Mid-call, a message pops up on a teammate's screen while the client is talking. What usually happens?It waits — nobody visibly does something else while a client is speaking · A quick glance, then straight back in · They reply while half-listening · There's a side conversation running through most of the call
- A client emails at 4pm with a question nobody can answer straight away. What normally happens?Same day: we acknowledge it and say when a real answer is coming · We answer within 24 hours, even if the answer is partial · We stay silent until we have the complete answer, however long that takes · It sometimes gets missed entirely
- Open the last email your team sent a client. Which is truest of it?One clear ask, and the reader knows exactly what to do next · Well written, but the ask is buried a few paragraphs down · Long, and mostly about us rather than them · It has a typo, a wrong name, or a leftover line from another client
- How does your team handle a client's name, title and preferred form of address in writing?We mirror exactly how they sign off, every time · Usually right, with the occasional slip · We default to first names and hope that's fine · We have got it visibly wrong in front of the client
- Your team is hosting a client for a meal. What gets checked before the booking is made?Dietary needs, accessibility, and who is paying — all settled beforehand · Dietary needs, at least · We pick somewhere good and ask about food on the day · Nothing gets checked
- Your team is about to meet a client from a business culture they don't know well. What happens first?Someone reads up on greetings, punctuality and how directly feedback is given there · We ask the client's assistant or a colleague what to expect · We wing it and rely on being polite · We assume our way is the normal way
- A client asks for something that is routine where they are and unusual to you — a formal title, an extra approval step, a slower pace of decision. Your team…Adapts to it, without making the client aware it was unusual for us · Adapts, though we grumble about it internally · Pushes back and explains how we normally do things · Treats the client as difficult
- Of the things your team said out loud in the last client meeting, how many were done by the date promised?All of them · Most, and we flagged the slips before the client noticed · Most, but the client had to chase us · We are honestly not sure what we promised
- After a client meeting, who writes the recap?Someone always does, within a day, with owners and dates · Usually someone does, at least for the important meetings · Notes exist somewhere, in somebody's file · There is no recap
- How does your team talk about one client in front of another?We don't name other clients at all without their permission · Anonymised examples only, never anything identifying · We name-drop to build credibility · We have shared details of another client's situation
- Which is closest to your role?I lead this client-facing team · I'm a member of the team · I run the company · I'm in L&D, enablement or HR · I'm an external coach or trainer assessing a client's team
- How many people in your organisation deal directly with clients?1–5 · 6–20 · 21–100 · More than 100
- Team or company name
- If you could change one thing about how your team shows up in front of a client, what would it be?
What it measures
Answers are scored across 4 dimensions. Each respondent gets a score for every one, shown side by side on a radar chart.
Meetings & Presence
Turning up on time, turning up prepared, and being visibly present once you're there. The cheapest area to fix and the fastest one a client notices.
Written & Responsiveness
How fast you acknowledge, how clear the ask is, and whether you get names and titles right. Most client irritation lives here, and most of it is never voiced.
Hosting & Cross-Culture
Hosting well, preparing for a culture you don't know, and adapting to a client's norms without treating them as an inconvenience. Rarely trained, frequently decisive on international accounts.
Follow-Through & Discretion
Doing what you said by when you said, writing the recap, and how you talk about other clients. This is the area that turns a good meeting into a renewed contract.
Result levels
The total score places each respondent in one of 4 levels, each with its own message on the result page.
Leaking Trust
Score below 55There is a gap between how good your work is and how it feels to be your client. At this level the damage is usually invisible: clients rarely complain about etiquette, they just get slower to reply and quicker to shop around.
Good on Good Days
Score 55–80Your team knows what good looks like and delivers it when things are calm. Under pressure — a busy week, an awkward client, a deadline — the standard slips, and clients notice the inconsistency more than they would notice a consistently…
Reliably Professional
Score 80–102Clients can predict you, and that is worth a great deal. Your remaining upside is not in doing more of what you already do well — it is in the one area sitting below the others on your radar.
Genuinely Polished
Score 102+Being in a room with your team is easy for a client, and that is rarer than it sounds. Preparation, responsiveness, adaptability and follow-through are all running as defaults rather than as effort.
How scoring works
There are no wrong answers: every option carries its own points. The points add up to an overall score — and, where the template defines dimensions, to a score for each one — so respondents get a personal breakdown instead of a pass or fail.
How to use this template
- Answer the live preview yourself to see exactly what a respondent sees, question by question.
- Copy it into your account — the questions, scoring logic and result pages all come with it.
- Rewrite the copy, add your own branding and call to action, then publish it on your own link or embed it on your site.