I run a small outbound agency that does cold calling for B2B companies. One of my callers is doing ok. He books meetings and he's clearly capable. I like him a lot as a person and I want him to stay. For comparison, my best caller handles 4 clients and fulfills every one of them properly while making fewer calls. This guy has 2 clients and needs a lot more volume to get there. The main difference is fundamentals. My best caller follows the script, especially the opener, and his conversations go further because of it. The other guy drifts from the script and makes up for it by dialing more. For comparison on average my best caller gets through the opener 70% of the time while this caller gets through a little under 40%. He can definitely be good. He's right there. I just don't know how to tell him he needs to be better without it coming across wrong. I brought in an experienced cold caller to run group training twice a week, and most of the coaching gets met with objections. One of my other team members noticed that when the coach calls him out on something, he always has an explanation ready, like "well, that's because of this" or "that one was different." He isn't rude about it, but the feedback never really lands. It seems like he thinks he's already at his ceiling. I am afraid if he doesn't adapt he needs to be replaced, which I don't want to do. He is not a dumbssa but the first step is just knowing he needs training. For anyone who has managed salespeople: How do you tell someone who's doing fine that they need to level up, without discouraging them? How do you get past the objections when you're coaching? Is group training the wrong format for someone like this? Have you shown someone their numbers next to a top performer's, and did it help or backfire? Have you had someone like this turn the corner? What made it click? Would appreciate any advice, especially from people who have run sales teams or call floors.   submitted by   /u/GmailsAreCute [link]   [comments]