Recorded Coaching Sessions

Best Practice Coaching Library
Active Sessions
211
Coaching Sessions
High Performing Chats
Johnny Masi
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
#
Asked for sale
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 %
#
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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
Smile
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
Use Bundles
Sales
-
18.0
Use Bundles
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
Have a Plan
Sales
-
24.0
Networking
Sales
-
25.0
Rotate around Core Departments
Sales
-
26.0
Allotting Time
Sales
-
27.0
Shadowing
Sales
-
28.0
Tagging
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
The Driver
Sales
-
41.0
The Driver Tips
Sales
-
42.0
Selling to Different Personality Types Conclusion
Sales
-
42.0
Handling Objections
Sales
-
43.0
The #1 Rule
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
APAC Model
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
Benefits
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
-
Johnny Masi
High Performing Chats
Johnny Masi
Billing Issues
|
Collections
|
High Performing Chats
Would you mind providing me with your billing address? That would help in identifying the issue a lot.
Active Chats
Pending Chats
Name
Metric
Behavior
Rating
Aaron Jones
FCR
Asking for more information
Erica Harris
NPS
Engaging Empathetically
Lola Luis
Sales Conversion
Overcoming Objections
Glenda Robinson
Sales Conversion
Customer Discovery
Juan Munez
Sales Conversion
Customer Discovery
Lisa Sanchez
Sales Conversion
Customer Discovery
Jesse Alto
Sales Conversion
Upselling
Harris Briggs
Collections
Billing Issues
Johnny Masi
Collections
Billing Issues
Name
Metric
Behavior
Sheila Lai
CSAT
Thanking the Customer
Ellen Stax
CSAT
Thanking the Customer
Shuan Hunter
NPS
Responding to Inactive Customers
Robin Alotto
Sales Conversion
Customer Discovery
Jerry Martin
Sales Conversion
Upselling
Jack Allen
Collections
Billing Issues
Close
Series
Collections
Sales
Soft Skills
Performance Coaching
High Performing Chats
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