Call Center Training Solutions

Call Center Training Solutions Blog

Accountability On The Center Floor

June 30th, 2015

Supervisors have Accountability. This lesson offers techniques to transfer the feeling of Accountability to the Rep level. When Reps have Accountability, you get long-term sustainability of all your coaching and improvement recommendations. (length – 4:34)

Reframing Late-Call Objections

July 6th, 2011

From our new sales training program,  Telephone Sales Mastery 2: Selling to Difficult Customers, we want to give everyone an example of the proven skills included in the program. One of the most requested skills from clients is for effective responses to Late-Call Objections. In this article, you will read about an objection-handling technique for overcoming many common client objections; the skill of Reframing an objection.

Reframing Technique

For what types of objections can you use the Reframing technique? This technique is great for any objection that can be addressed by a feature you offer or strength of your organization. For example, imagine that the customer said,  Well, I think I need to wait because we really need to find something that is more «budget-friendly. Now, let­s say that you have a monthly payment plan to offer, or you have a lower-priced product that is almost as good as the one you recommended and does almost as much for the customer. These are perfect situations to Reframe.

Reframing Process

Most sales agents make the mistake of blurting out an answer in a way that makes them sound defensive.  Oh, but we have other payment plans and you­ll be able to keep it within your budget!  Well, true it­s a bit more money, but you said you wanted to get the most you can, which is why I recommended this product. Prior to answering, Reframe these objections into questions that allow the customer to say  Yes.

  •  Thanks for letting me know Mrs. Jackson. So what you are really looking for is a product that will get the job done, but also stays within your budget?
  •  If I hear you correctly, what you are actually looking for is–?

Avoid sarcastic or blatantly sales-ish Reframes like this one.

  •  So what you are really looking for is the reassurance that can only be provided by a vendor that won the 2010 Service Excellence First Place award?

When the client says  Yes, which he/she often will, your rebuttal now becomes a solution, an answer to their request for a better alternative, not merely a response to an objection.

Reframing an Objection allows you and the customer to focus more on what they want and need and less on what they feel your product or company will not or cannot do for them. This is a critical time on the call and you do not want to lose them here, if you do not have to.

Add a Great Start to Your Rebuttal

At this point, it is a shame to even refer to your answer as a Rebuttal. It became so much more than that when the customer said  Yes to your Reframing question. Still, when you do respond, here is a great way to start.
 I­m so glad you brought that up. That­s actually one of our strengths. In your case, we can–.
When the client hears this comment, it tends to increase their focus. Something good is coming. Combined with a great Reframing question, you will have the best chance of closing this sale.


The Reframing Technique is only used for objections for which you have a genuine solution. We offer other techniques for other types of objections. Try the Reframing Technique on your next phone call and watch your customer reconnect with you ± right in the middle of a Late Call Objection. Good luck with this powerful skill. For more information on Telephone Sales Mastery 2: Selling to Difficult Customers, please call us at +1 954-729-2160, or e-mail

Mo Bellio
Call Center Training Solutions
+1 954-729-2160

Analysis: 5 Easy Ways to Improve Your Sales Center ± Tip Three!

April 7th, 2011

It is 5:02pm and an Underperforming Agent is Leaving the Center

What should you be doing right now to improve your sales? Deliver a Pep Talk that Will Pay Dividends Tomorrow.

Brad is one of your agents. He has rarely had a truly successful sales day in his eight months with the company. Usually, his numbers are close to the bottom. As far as you can tell, he is worth keeping because he tries hard. You do not sense laziness, but, at some point soon, this agent needs to come off the bottom and move to the middle and stay there.

What should you be doing right now? It is time to talk with this agent. Do not let another day go by where low performance is considered acceptable. A simple pep talk can be the ticket to higher performance.  Read More »

Analysis: 5 Easy Ways to Improve Your Sales Center ± Tip Two!

April 6th, 2011

This is the second post in our five-part series that answers the single most important question,  What should you be doing right now to improve the overall sales performance of your agents and your center?

Tip # 2: Killer Pre-Shifts

It is 8:00am and Your Team is About to Hit the Phones.

What should you be doing right now to improve your sales?  Deliver a killer pre-shift meeting. 

A Pre-Shift Meeting.  Really?  But–.

When we watch pre-shifts, we are often left with that feeling,  If this had never occurred, would anyone have missed it?

At the beginning of a shift, the pre-shift meeting is a great way to get your agents focused for the day, even if you have a group of veterans who have heard you deliver them for years.  You can involve the agents in an endless number of ways, including asking one or two to offer the rest of the team some of the best practices they use on the phones to net their results. Read More »

Analysis: 5 Easy Ways to Improve Your Sales Center ± Tip One!

April 5th, 2011

(a.k.a.  What Should You Be Doing Right Now to Improve Your Center?)

In this series, we will answer the single most important question,  What should you be doing right now to improve the overall sales performance of your agents and your center?

Tip # 1: Conduct Your First Performance Check of the Morning

It is 10:00am and You are in the Middle of Your Morning Shift

What should you be doing right now to improve your sales?  We can assume your pre-shift meeting is done and you have already met with your own boss and senior center leadership.  Let­s also figure that you have finished the slew of e-mails you have received and you can probably take a break from that until after lunch.

So what should you be doing right now?

Check in on your team­s performance.  Some people will call you a micro manager, but you are only a micro manager if you do this more than six-seven times in a day, which most supervisors do not have time to do. Read More »

How to Effectively Transition to a Service-To-Sales Environment

April 4th, 2011

Are you moving from a service-only environment to a service-to-sales environment? They are worlds apart. Watch the video to learn effective ways to get this done quickly and effectively. Many, if not most, of these initiatives fail or fall far short of the sales goals. You will have to assess a number of key factors to guarantee success. The video will share some of these critical areas so you can plan ahead and maximize this transition to its fullest.

How to Quickly Build Rapport with Customers on Every Type of Sales Call

April 4th, 2011

This video focuses on rapport-building on the most difficult of all sales calls, the outbound call to a non-customer, a prospective buyer who is not expecting your call. Learn how to employ these tips so you can connect with people that do not want to connect with you. Our emphasis is the Outbound call, but these techniques work on every call.

Overcoming the ¬I­m Not Interested Objection on the Front End of an Outbound Call

April 4th, 2011

Hearing  Not Interested too often at the beginning of your Outbound calls? This is the objection that can turn strong, eager agents into tired, nearly-hopeless dialers. Being able to overcome the  Not Interested objection and others like it will build your agents­ confidence on every call, which means they will hear this objection a lot less. This video offers tips and ideas for overcoming this dreaded, early-call objection.

How to Build an Effective Floor-Coaching Strategy and Schedule for Your Supervisors

April 4th, 2011

Are your supervisors trying to provide more proactive floor-coaching, but they cannot seem to get there due to other responsibilities? Check out our proven solution. This video describes how to implement and maintain an effective floor-coaching strategy and schedule. Using this system, your supervisors can get more quality coaching done in one hour per day than in three or four hours of other types of coaching. Once implemented, you can expect an immediate increase in quality coaching and, therefore, higher sales.

How to End a Sales Call Effectively after the Client Says ¬No to Your Product Offer

April 4th, 2011

After the client says  No to your offer, do you change your tone? Do they hear your disappointment?  Watch the video to learn best practices for ending your sales calls effectively after the client has said  No to your sales offer. We must make sure we leave clients in a positive frame of mind so they call back and buy in the future. Learn the mistakes sales agents make at this delicate time of the call so you can avoid them in the future.