What could have been done to prevent Charlie from being surprised during the performance review?

Charlie Lu sat at his desk staring at his resumé. He wondered if he should immediately quit his job and start looking for a new position. “That doesn’t make sense,” thought Charlie, as he had bills to pay and needed the income. That wasn’t the only thing that didn’t make sense to Charlie, who had just finished his annual performance review with his manager, John Carlton.
As a salesperson for Onway Stationery, Charlie had met all of his sales quotas for the year. He had shown up for work on time, had been respectful to customers, and had only missed 2 weeks of work when his wife was really sick and he needed to care for her. Charlie had expected to receive positive feedback during the meeting, but instead John rated him as “average” on most categories. Then to make things even worse, John rated Charlie as “needs improvement” on 2 categories: customer service and dependability.