CBS ACADEMY

Welcome to your next Call Skills Roadmap! This month, we’ll focus on two additional Avoid Early Termination (AET) objections: "No Statement" and "Nothing to Talk About." Throughout the month, we’ll dive into the details of both objections, equipping you with strategic steps to prevent early termination. This week, we’ll begin with a brief introduction to both objections. Let’s start with AET: No Statement. While this objection is often easy to identify, it can sometimes be overlooked. It’s most common with new accounts and customers who carefully review their statements to verify payments and charges. However, with advancements in technology, this objection may arise less frequently as many customers access their statements online or by mail. Still, some customers will insist on receiving an updated statement before making a payment, and we must be prepared to address this. Now, let’s turn our attention to AET: Nothing to Talk About. This objection occurs when customers believe they’ve already discussed everything or are waiting for further information. Have you ever heard a customer say, "I’ve already spoken to someone about this" or "I usually deal with a different agent—can I speak with them instead?" This signals that the customer doesn’t see the need to discuss their account with you. Importance of Addressing These Objections to Maintain Customer Engagement: Ensure Continuity: Acknowledging and addressing these objections helps ensure that the customer feels their concerns are being followed through consistently. It builds trust and reliability. Enhance Communication: By addressing the objection directly, you can clarify any misunderstandings and keep the customer informed about the current status and next steps, preventing frustration. Proactive Follow-Up: Addressing these objections proactively demonstrates attentiveness and commitment to resolving the customer’s issue, encouraging continued engagement and satisfaction. Next week, we will dive into breaking down how to handle these objections...So, STAY TUNED! Stay Connected!! To continue developing your skills, make sure to stay tuned for our upcoming training sessions and resources. Visit us at www.cbsacademy.us for more information, tips, and tools to help you and your agents have the most effective conversations. #cbsacademy #skillmasteryroadmap #avoidearlytermination #aet #skilldevelopment

Welcome to This Week's Call Skills Roadmap! Last week, we explored the pitfalls associated with AET – Lines in the Sand and how to navigate them effectively. This week, we’re shifting our focus to AET – Tense, specifically identifying common pitfalls when handling present and future-tense objections. Things to Avoid During Present and Future-Tense Objections When addressing objections related to present and future payment concerns, it's crucial to handle the conversation with care. The way you respond can significantly impact the customer's willingness to resolve their balance. Here are some key pitfalls to avoid: Jumping Straight to Collect the WAM: Instead of immediately asking for the payment amount, take time to acknowledge the customer’s concerns and provide relevant information. This helps build trust and ensures a more productive conversation. Stating That a Payment Was Made and Ending the Call: Simply documenting a payment and disconnecting doesn’t complete the interaction. Ensure the customer understands the next steps and any remaining balance to prevent confusion. Only Collecting the WAM Without Addressing the Remaining Balance: Focusing solely on the immediate payment can lead to misunderstandings. Always communicate any outstanding balance to keep the customer fully informed. Using Consequences Instead of WIIFMs (What’s In It for Me?): Instead of emphasizing negative outcomes, highlight the benefits of resolving their balance. A customer-focused approach encourages cooperation and builds rapport. By avoiding these pitfalls, you can create more effective and solution-oriented conversations. Stay engaged, be proactive, and guide the customer toward resolution with confidence! Stay Connected!! To continue developing your skills, make sure to stay tuned for our upcoming training sessions and resources. Visit us at www.cbsacademy.us for more information, tips, and tools to help you and your agents have the most effective conversations. #cbsacademy #skillmasteryroadmap #avoidearlytermination #aet #skilldevelopment

Last week, we focused on Avoid Early Termination: Lines in the Sand. Remember, the Lines in the Sand objection often involves statements like, "I’m not going to pay until you remove these late fees," or, "Until you uphold your end of the bargain, I won’t make any payments toward the account." These objections are less about time constraints and more about specific terms the customer insists on as a prerequisite for cooperation. If you missed last week, make sure to go back and read it so that you can learn how to handle these objections. This week, we are going to focus on avoiding the pitfalls that comes with handling this objection. There are three main pitfalls where this objection is concerned Let’s examine these potential challenges and how to steer clear of them. Dismissing the Customer’s Dispute: Often, we are quick to dismiss the customer’s dispute as it may sound like a typical excuse not to pay but by doing this, we can turn an AET Objection into a Bridge (or emotional) situation. Focusing on Limitations Rather Than Solutions: Telling the customer what you cannot do, rather than emphasizing what you can offer, can lead to frustration. Always highlight possible solutions and options to keep the conversation positive and constructive. Being Confrontational: With this objection, we can easily revert back to the Total Amount Due and draw our own Lines in the Sand, but that will not accomplish anything and may result in losing the call. With this objection we must remain calm and respectful and focus on setting assuring the customer the disputed amount will be addressed as we focus on finding a solution for the remaining amount due. By being mindful of these pitfalls and applying the right techniques, you’ll be better equipped to manage these challenging interactions and keep customers engaged. ? Stay Connected!! To continue developing your skills, make sure to stay tuned for our upcoming training sessions and resources. Visit us at www.cbsacademy.us for more information, tips, and tools to help you and your agents have the most effective conversations. #cbsacademy #skillmasteryroadmap #avoidearlytermination #aet #skilldevelopment

Welcome to this week's Call Skills RoadMap! Last week, we focused on Avoid Early Termination (AET) -Tense. This week, we’re shifting our focus to AET-Lines in the Sand. We use the term Lines in the Sand when a customer sets a firm boundary. Have you ever had a customer say, “I won’t pay this bill unless you remove one of the fees” or “If you can’t lower my payment, there’s no point in continuing this conversation”? Customers have various needs and requests, and the AET-Lines in the Sand objection arises when they make demands before agreeing to move forward. Their goal is to have their need met, while our goal is to navigate the objection and bring the conversation back to the core of the model. When handling objections, it’s crucial not to ignore or dismiss them—no one likes to feel unheard. Instead, address them directly and effectively. If needed, ask for more details and reassure the customer that their concern will be directed to the appropriate channel for resolution. The goal is to acknowledge the customer’s concern while smoothly steering the conversation back to the necessary discussion about their account. By using AET, we ensure the customer feels heard and valued while still achieving the objectives of the call. At times, a customer may refuse to make a payment until a dispute is resolved. This is a classic Lines in the Sand objection, where the customer conditions their payment on a specific action. Here’s how to handle this situation: Acknowledge the customer’s concern and express understanding. Pause to allow them to add any further details before transitioning. Transition with a WIIFM (What’s In It For Me) by seeking their help to gain a clearer understanding of the issue and respond accordingly. What makes this objection unique is that it creates a direct conflict of goals—you need payment, while the customer wants a specific action taken first. The key is to gather as much information as possible, stay focused on the objective, and maintain control of the call while guiding the conversation toward a resolution. Stay Connected!! To continue developing your skills, make sure to stay tuned for our upcoming training sessions and resources. Visit us at www.cbsacademy.us for more information, tips, and tools to help you and your agents have the most effective conversations. #cbsacademy #skillmasteryroadmap #avoidearlytermination #aet #skilldevelopment

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Welcome to this week’s Call Skills Roadmap! This month, we are focusing on Avoid Early Termination (AET): Tense and AET: Lines in the Sand—two critical skills in managing customer objections effectively. When it comes to Avoid Early Termination, it’s important to recognize that customers don’t always want to end the call outright. Sometimes, they attempt to redirect the conversation, using objections that shift the focus away from the resolution. This week, we will take a deep dive into AET: Tense, which addresses two types of objections: Future tense objections – When customers indicate an intention to take action later, such as “I am going to pay.” Past tense objections – When customers claim they have already taken action, such as “I have paid.” Why This Matters Handling future tense objections helps ensure customers follow through on their commitments, reducing delays and potential misunderstandings. Addressing past tense objections helps clarify discrepancies and ensures customers have an accurate understanding of their account status. To handle these objections effectively, follow these key steps: 1. Acknowledge the customer's statement to validate their response. 2. Pause to allow the customer to provide additional details. 3. Transition with a WIIFM (What’s In It For Me?) to steer the conversation toward a resolution. 4. Gather payment details using WAM: When was the payment made? Amount of the payment? Method of payment? 5. Request any remaining balance not covered by the customer’s initial commitment to ensure they are fully aware of any outstanding financial obligations. By clarifying payment details, you ensure account accuracy and prevent misunderstandings about outstanding balances. Additionally, addressing any remaining balances that were not covered by the customer’s initial commitment is essential. Clearly communicating this ensures customers fully understand their financial obligations. Mastering AET-Tense will equip you with the skills to keep conversations on track, reduce objections, and guide customers toward a resolution. Let’s focus on refining this skill throughout the week to drive better outcomes on every call! Stay Connected!! To continue developing your skills, make sure to stay tuned for our upcoming training sessions and resources. Visit us at www.cbsacademy.us for more information, tips, and tools to help you and your agents have the most effective conversations. - Jeremy Roberts #cbsacademy #skillmasteryroadmap #avoidearlytermination #aet #skilldevelopment

Last week, we focused on Avoid Early Termination (AET): Time. We discussed the importance of making the most of every call and shared strategies to help overcome objections that lead to early hang-ups. This week, we're shifting our focus to AET: Responsibility. This happens when a customer acknowledges their name is on the account but claims someone else—like a spouse, parent, or ex-spouse —is responsible for making payments. This scenario is common in cases of divorce, shared family expenses, or financial agreements where one person handles the bills for both parties. Why is avoiding early termination so important? Keeping the customer engaged allows us to gather critical information, address concerns, and provide the best possible solutions. It also helps build trust and rapport—when customers feel heard and understood, they are more likely to stay on the line and work toward a resolution. This not only improves customer satisfaction but also supports our overall business goals. How do we keep the conversation going? Follow these three key steps: Listen – Give the customer space to share their objection. Acknowledge – Show active listening by validating their concern. Transition with a WIIFM (What’s In It for Me?) – Connect the conversation to a benefit that encourages them to continue. What makes this objection challenging? In these situations, you’re essentially selling back to the customer their own responsibility for the loan. Your goal is to help them see that avoiding payment has a direct impact on them—not just the other party. You want to emphasize that you're here to help them avoid negative consequences at all costs. That’s why your acknowledgment and WIIFM must be tailored to the customer. It’s not just about getting them to talk to you—it’s about guiding them to take action and work with you to find a solution for the account. By using this approach, we keep the customer engaged and move the conversation toward resolution. Let's focus on implementing these steps effectively to improve our conversations and outcomes. Stay Connected!! To continue developing your skills, make sure to stay tuned for our upcoming training sessions and resources. Visit us at www.cbsacademy.us for more information, tips, and tools to help you and your agents have the most effective conversations. - Jeremy Roberts #cbsacademy #skillmasteryroadmap #avoidearlytermination #aet #skilldevelopment

Last week, we explored Avoid Early Termination (AET) with a focus on Time and Responsibility. We emphasized the significance of maximizing customer interactions, especially when there’s a payment due or an urgent issue that needs resolution on the account. Today, we’ll dive deeper into AET: Time. This specifically addresses instances when customers attempt to cut the conversation short. These situations often revolve around time-related concerns. We’ll explore strategies to navigate these scenarios while respecting the customer’s time and keeping the dialogue productive. Here are a few examples of how these objections might arise: ? "I'm on another work call right now. Can we talk later?" ? "I’m helping my kids with homework. Could you call me back later?" ? "I’m heading into a doctor’s appointment and don’t have time to talk right now." The first step is to acknowledge the concern immediately. Doing so demonstrates that you are listening attentively and respect their time. After acknowledging, pause briefly to allow the customer to respond. Then, guide the conversation forward by offering a WIIFM (What's In It For Me), or benefit to the customer to stay on the phone. Mastering and effectively using the AET technique is crucial for keeping customers engaged and satisfied. By addressing their concerns and handling time-related objections skillfully, you can build trust, enhance communication, and improve the overall customer experience. This approach is essential not only for individual calls but also for fostering long-term customer relationships. Stay Connected! To keep sharpening your skills, don’t miss our upcoming training sessions and resources. Visit us at www.cbsacademy.us for valuable tips, tools, and insights to help you and your team have the most impactful conversations. - Jeremy Roberts #aet #avoidearlytermination #cbsacademy #cbsroadmap #strengthenyourcalls #strengthenyourbottomlinenumbers

Have you ever encountered a customer who says, “I don’t have time to talk, I’m busy,” or “This isn’t my loan; you need to speak with my spouse”? These objections can be challenging, but they also present an opportunity to demonstrate empathy and resolve critical account issues. When you have a customer on the phone, it’s crucial to make the most of that interaction, especially when there’s a payment due or a matter that needs immediate attention. To help you handle these situations effectively, we focus on the skill of Avoid Early Termination (AET). This month, we’ll dive deeper into handling the two common AET objections: Time and Responsibility. We will provide some hints and quick tips to help you overcome these types of objections. Why Focus on AET? Enhanced Customer Relationships: By handling objections with care, you foster trust and improve customer satisfaction. Increased Resolution Rates: Effective objection handling leads to more successful resolutions and fewer follow-up calls. Better Time Management: Learning to navigate objections smoothly reduces call handling time and improves overall efficiency. Stay Connected!! To continue developing your skills, make sure to stay tuned for our upcoming training sessions and resources. Visit us at www.cbsacademy.us for more information, tips, and tools to help you and your agents have the most effective conversations. Together, we can turn challenges into opportunities and ensure every customer interaction counts! #cbsacademy #skillmasteryroadmap #avoidearlytermination #aet #skilldevelopment