AmplifAI

Recorded Coaching Sessions

Best Practice Coaching Library

Active Sessions

211

Coaching Sessions

Sub-Behavior Coached

Coached By

Behavior

Metric

Date

Unprofessional language used

Theo Ward

Professional

NPS

#

Understands industry

Hazel Jones

Industry knowledge

Quality

#

Reviewed customer notes / profile

Leslie Davis

Customer knowledge

NPS

#

Up/cross-sold when appropriate

David West

Upselling

Sales Conversion %

#

Did not maintain control of the call

Theo Ward

Call control

AHT

#

Did not thank customer for their business/years of usage

Theo Ward

Loyalty statements used

NPS

#

Sam Lopez

Closing

Sales Conversion %

#

Did not express understanding for customer's situation

Sam Lopez

Empathy

NPS

#

Understands product

Theo Ward

Product knowledge

Sales Conversion %

#

Allowed customer to respond

Sam Lopez

Overtalking

NPS

#

Used name/personalized

Theo Ward

Building relationships

NPS

#

Lost control of call

Leani Li

Managing emotions

NPS

#

Identified target market/prospects

Leani Li

Planning

Sales Conversion %

#

Did not use required opening

Leslie Davis

Opening

Sales Conversion %

#

Pauses unnecessarily

Leslie Davis

Rhythm

NPS

#

Too few probing questions

Sam Lopez

Identifying needs

FCR

#

Acknowledged objection

David West

Overcoming Objections

Sales Conversion %

#

Did not acknowledge verbally customer's concern

Sam Lopez

Expressed concern

NPS

#

Did not ask appropriate probing questions

Sam Lopez

Fact Finding

FCR

#

Key words or phrases not emphasized

Theo Ward

Emphasis

FCR

#

Transitional phrase not used when appropriate

Leani Li

Transitional phrases

AHT

#

Explained features

Sam Lopez

Building value

Sales Conversion %

#

Attentively listened to customer

Theo Ward

Active listening

NPS

#

Provided correct information

Sam Lopez

Accuracy

FCR

#

Did not inform customer they would assist

Leani Li

Call ownership

Quality

#

Had low energy throughout the call

Leani Li

Enthusiasm

NPS

#

Used incorrect pricing

Sam Lopez

Pricing

Sales Conversion %

#

Name

Series

Behavior

Rating

1.0

Preparing for Coaching

Performance Coaching

-

2.0

Making a Connection

Performance Coaching

-

3.0

Discussing Behaviors

Performance Coaching

-

4.0

Identifying and agreeing on Solutions

Performance Coaching

-

5.0

Getting Specific Agreements

Performance Coaching

-

6.0

Reinforcing through Follow-Through

Performance Coaching

-

Name

Series

Behavior

Rating

1.0

Collections Definitions

Collections

-

2.0

How To Be A Good Debt Collector Part 1

Collections

-

2.1

How To Be A Good Debt Collector Part 2

Collections

-

2.2

How To Be A Good Debt Collector Part 3

Collections

-

2.3

How To Be A Good Debt Collector Part 4

Collections

-

3.0

Intellectual Debtor

Collections

-

4.0

Emotional Debtor

Collections

-

5.0

Incidental Debtor

Collections

-

6.0

Deceptive Debtor

Collections

-

7.0

Technique Part 1

Collections

-

7.1

Technique Part 2

Collections

-

7.2

Technique Part 3

Collections

-

7.3

Technique Part 4

Collections

-

7.4

Technique Part 5

Collections

-

8.0

Steps of a Collection Call

Collections

-

9.0

Pre-Call Preparation

Collections

-

10.0

Identify and Speak only with the Debtor

Collections

-

11.0

Disclose the Purpose of the Call

Collections

-

12.0

Stalls and Objections

Collections

-

13.0

The “Close Out” Technique

Collections

-

14.0

Tell the Debtor why you are calling but DON’T ask for money

Collections

-

15.0

Ask Questions you already know the Answer to

Collections

-

16.0

Ask the Debtor a simple YES or NO Question

Collections

-

17.0

Debt Collection Negotiations

Collections

-

18.0

Be ready to compromise if you have to

Collections

-

19.0

Never give anything for free

Collections

-

20.0

Always have a back-up plan

Collections

-

21.0

Stress time urgency at all times

Collections

-

22.0

Never ask the debtor how much you can pay

Collections

-

23.0

The take away close

Collections

-

24.0

The power of “Silence”

Collections

-

25.0

Go for the fastest payment method possible

Collections

-

26.0

Don’t take it personally

Collections

-

27.0

Listen actively to the Debtor

Collections

-

28.0

Post call follow up

Collections

-

29.0

Document each call Part 1

Collections

-

29.1

Document each call Part 2

Collections

-

29.2

Document each call Part 3

Collections

-

Name

Series

Behavior

Rating

1.0

Great Greetings

Soft Skills

-

2.0

Reacting to their Reason

Soft Skills

-

3.0

Conversational Flow

Soft Skills

-

4.0

Listening and Acknowledging

Soft Skills

-

5.1

Vocal Confidence - Volume, Pitch, Pace

Soft Skills

-

5.2

Vocal Confidence - Pausing, Emphasis, Annunciation

Soft Skills

-

Name

Series

Behavior

Rating

1.0

Cross-selling & Up-selling Part 1

Sales

-

1.1

Cross-selling & Up-selling Part 2

Sales

-

2.0

Up-selling Definition

Sales

-

3.0

What is Up-selling?

Sales

-

4.0

Cross-selling Definition

Sales

-

5.0

What is Cross-selling?

Sales

-

6.0

Recommendations Part 1

Sales

-

6.1

Recommendations Part 2

Sales

-

6.2

Recommendations Part 3

Sales

-

7.0

Sales

8.0

Genuinely Compliment your Customer

Sales

9.0

Take a Genuine Interest in your Customer

Sales

10.0

Listen Carefully

Sales

11.0

Speak your Customer’s Language

Sales

12.0

Disagreeing with Customers

Sales

13.0

Choose your Battles

Sales

14.0

What’s The Difference Between Up-Selling and Cross-Selling part 1

Sales

-

14.0

What’s The Difference Between Up-Selling and Cross-Selling part 1

Sales

-

14.1

What’s The Difference Between Up-Selling and Cross-Selling part 2

Sales

-

14.1

What’s The Difference Between Up-Selling and Cross-Selling part 2

Sales

-

15.0

Customers should feel like they gain from Up-Selling and Cross-Selling

Sales

-

15.0

Customers should feel like they gain from Up-Selling and Cross-Selling

Sales

-

16.0

Simple Ways To Use Up-Selling and Cross-Selling

Sales

-

16.0

Simple Ways To Use Up-Selling and Cross-Selling

Sales

-

17.0

Cut Down On The Options

Sales

-

17.0

Cut Down On The Options

Sales

-

18.0

Sales

-

18.0

Sales

-

19.0

Give Your Customers What They Want

Sales

-

19.0

Give Your Customers What They Want

Sales

-

20.0

Keep The Price Increases Limited

Sales

-

20.0

Keep The Price Increases Limited

Sales

-

21.0

Up-Selling and Cross-Selling Professionally

Sales

-

21.0

Up-Selling and Cross-Selling Professionally

Sales

-

22.0

Practical new sales staff management & Motivation tips Part 1

Sales

-

22.1

Practical new sales staff management & Motivation tips Part 2

Sales

-

23.0

Sales

-

24.0

Sales

-

25.0

Rotate around Core Departments

Sales

-

26.0

Sales

-

27.0

Sales

-

28.0

Sales

-

29.0

Provide Best Practices

Sales

-

30.0

Be Present for Sales

Sales

-

31.0

Example Selling

Sales

-

32.0

Free Ways to Motivate your Sales Team Part 1

Sales

-

32.1

Free Ways to Motivate your Sales Team Part 2

Sales

-

33.0

Low Cost Ways to Motivate your Sales Team Part 1

Sales

-

33.1

Low Cost Ways to Motivate your Sales Team Part 2

Sales

-

34.0

The Analytical Buyer

Sales

-

35.0

The Analytical Buyer Tips

Sales

-

36.0

The Amiable Buyer

Sales

-

37.0

The Amiable Buyer Tips

Sales

-

38.0

The Expressive Buyer

Sales

-

39.0

The Expressive Buyer Tips

Sales

-

40.0

Sales

-

41.0

The Driver Tips

Sales

-

42.0

Selling to Different Personality Types Conclusion

Sales

-

42.0

Handling Objections

Sales

-

43.0

Sales

-

44.0

The Main Process of Dealing with Objections part 1

Sales

-

44.1

The Main Process of Dealing with Objections part 2

Sales

-

44.2

The Main Process of Dealing with Objections part 3

Sales

-

44.3

The Main Process of Dealing with Objections part 4

Sales

-

45.0

Types of Objections

Sales

-

46.0

Sales

-

47.0

Techniques for Handling Objections part 1

Sales

-

48.0

Techniques for Handling Objections part 2

Sales

-

49.0

Techniques for Handling Objections part 3

Sales

-

50.0

Pre-empting Objections

Sales

-

51.0

Features Advantages and Benefits part 1

Sales

-

51.1

Features Advantages and Benefits part 2

Sales

-

52.0

Sales

-

53.0

Closing Techniques part 1

Sales

-

53.1

Closing Techniques part 2

Sales

-

53.2

Closing Techniques part 3

Sales

-

53.3

Closing Techniques part 4

Sales

-

53.4

Closing Techniques part 5

Sales

-

53.5

Closing Techniques part 6

Sales

-

Jerry Martin

Upselling

|

Sales Conversion

|

High Performing Chats

Hey there, I noticed you are about to purchase the XL package. Would you also like to take a look at the add-on? Our customers frequently purchase both the items together.�

Name

Metric

Behavior

Rating

FCR

Asking for more information

NPS

Engaging Empathetically

Sales Conversion

Overcoming Objections

Glenda Robinson

Sales Conversion

Customer Discovery

Sales Conversion

Customer Discovery

Sales Conversion

Customer Discovery

Sales Conversion

Upselling

Collections

Billing Issues

Collections

Billing Issues

Name

Metric

Behavior

CSAT

Thanking the Customer

CSAT

Thanking the Customer

NPS

Responding to Inactive Customers

Sales Conversion

Customer Discovery

Sales Conversion

Upselling

Collections

Billing Issues

Series

Performance Coaching

High Performing Chats

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