ANSWERS TO THE MOST COMMON QUESTIONS

QUESTIONS AND ANSWERS

Click a tab below to see FAQs for each topic.

CALL SKILLS
TEAM LEADER
MENTORING
ADDITIONAL QUESTIONS

CALL SKILLS

OPENING

What is the CBS Call Model?

The CBS Academy Call Model is a flexible framework—not a script—for guiding conversations with customers. It includes Opening, Avoiding Early Termination (AET), Bridging, Facts on the Table, Negotiation, and Closing.  It’s a guide designed to help you navigate the conversation effectively and negotiate with confidence. The purpose of the model is to help you quickly identify where the customer is within the call and then apply the right skill to bring the conversation back to the core of the model.

What’s the goal of the Opening?

The goal of the Opening is to establish professionalism, build trust, and set the tone. It includes identifying the customer and yourself, disclosing the reason for the call, and stating the purpose clearly.

AVOID EARLY TERMINATION (AET)

What does AET mean?

AET (Avoid Early Termination) refers to objections or excuses customers give to avoid talking. Your job is to acknowledge their comment, pause, and transition to the core of the model using a WIIFM (What’s In It For Me).

What are common AET objection types?

Six Types:
  • Time
  • Responsibility
  • Tense (past/future payment)
  • Lines in the Sand
  • No Statement
  • Nothing to Talk About

How do I handle someone saying “I already paid”?

Use the AET Tense approach:
  • Acknowledge: “Thank you for sharing that.”
  • Pause
  • Transition with WIIFM and obtain the W.A.M.: When, Amount, and Method of payment
  • Negotiate for the remainder, if needed

How should I respond to “I’d rather talk to someone else”?

That’s “Nothing to Talk About.” Acknowledge the statement, pause, then offer a reason to continue the conversation with you, such as helping them resolve their issue today.

What if a customer says they’re too busy to talk?

That’s a “Time” AET. Acknowledge the comment, pause, then offer a WIIFM (What’s In It For Me), like stopping future calls.

What is “Lines in the Sand”?

When a customer refuses to talk unless something changes (e.g., “Not until you remove the late fee”). Acknowledge the concern, pause, and Transition to the core of the module with a WIIFM and either resolve the dispute or set aside the disputed amount while continuing the conversation.

BRIDGING WITH EMOTIONAL CUSTOMERS

What if the customer is angry or emotional?

Use Bridging:
  • Listen for emotion
  • Acknowledge it
  • Pause
  • Remove isolation (“Others in your situation…”)
  • Transition back to the core of the module.

How is Bridging different from AET?

AET handles avoidance-based objections; Bridging is for emotion. If a customer’s tone or language shows distress, use Bridge—listen for emotion, acknowledge it, pause, and then transition back to the call. WIIFMs are not used with Bridging, only with AET.

FACTS ON THE TABLE & NEGOTIATION

What are “Facts on the Table”?

It’s the moment in the call when you clearly state the Total Amount Due and ask for it. It sets the foundation for negotiation.

What’s the purpose of the Negotiation Flowchart?

It helps guide your conversation through the Negotiation depending on the customer’s willingness and ability to pay. Depending on the customer’s response to the Diagnostic Questions, the Negotiation Flow helps you to know what further questions to ask and how to explore and overcome barriers to payment.

CLOSE

How do I deliver a strong Close?

Recap the agreement, build confidence, and stress urgency. If there’s no solution, keep the door open with a forward-looking message and provide a mission for the next call.

What if there’s no solution today?

Use the “Close No Solution” skill—acknowledge the gap, affirm your role in helping, and lay groundwork for the next contact through the mission. Keep the door open.

PERFORMANCE AND DEVELOPMENT

What’s expected of me as an agent each month?

You’ll be coached on one skill at a time based on call calibration reviews. Your leader will guide you using an Individual Development Plan (IDP) focused on your specific strengths and opportunities.

What is EVPH, and why does it matter?

EVPH (Expected Value per Paid Hour) combines your contact rate and your skill in converting calls into kept promises. It’s how we measure impact and growth.

TEAM LEADER

How do I know which skill my agent should focus on for the month?

  1. Start by reviewing the SDR to identify which KPI (PTP, PK, or Avg$) is not meeting standard.
  2. Follow the KPI Order
  • Agents must meet PTP before focusing on PK.
  • Agents must meet PK before working on Avg$.
3. Refer to the Development Ladder
  • Use your Development Ladder to identify which call skills directly impact the KPI you’re focusing on.
4. Validate Through Calls
Listen to calls to determine which specific skill is being missed or underused. These become the coaching opportunities tied to that KPI. (Remember, you can only focus on ONE skill at a time).

What if my agents don’t buy in?

Lead by example. Model the Call Skills, show how they connect to KPIs, and celebrate wins. Buy-in grows when agents see success tied to the training.

How do I select the right call for calibration?

Always pick a call that reflects the skill the agent is currently working on, not just any “easy” call. Rarely should you bring in a call that is a "Paying Customer". The goal is growth, not convenience.

MENTORING

What are the Mentoring Sessions for?

These sessions provide you with one-on-one support in the CBS MOS, as you learn to coach this call model to your agents. We will meet with you to build confidence in the MOS, prep you to conduct each session, and provide feedback on how to effectively involve your agents through their progression.

What materials do I bring to these sessions?

Prior to each session, your course will teach you the expectations for the session, as well as provide the tools you will use to complete the pre-work. After you complete the assignment and it is successfully been graded, you can move forward to schedule the session!

Which sessions do I need to bring my Agent to?

You will bring an agent to your Call Calibration, Individual Development Plan, and Lesson Plan sessions. Please note that for Lesson Plans, we recommend bringing a small group of 2-3 participants who are working on the same skill.

How do I move forward through my course after I begin my mentoring sessions?

After attending your Introductory session, you will next learn how to prep for your Call Calibration session. You will complete the assignment beforehand, wait for this to be graded. Afterwards, you will be prompted to schedule the Call Calibration session! After attending this session, you will need to submit a Feedback assignment, detailing the concepts you learned and your main takeaways. This pattern is repeated for each mentoring session. Assignment, Schedule, Feedback, and so on and so forth.

What happens after you submit an assignment in the CBS Academy? 

Your assignment will be submitted to our CBS Team for review. We will provide notes highlighting any areas of opportunity. If your assignment meets expectations, you will receive an notification with a passing score along with tips on small updates to complete before your session.

If your assignment does not meet the standards, it will be returned with detailed feedback on the changes required. Once you’ve made the updates, simply resubmit your assignment and the CBS Team will review it again.

What do you do if you need to reschedule your mentoring session?

To reschedule, open your calendar invitation and click the “Reschedule” link. This will take you to the calendar where you can select a new time. Once you update it, we’ll automatically receive the change on our end.

When should development sessions be scheduled?

Individual Development Plans should be scheduled and completed within the first 1–5 business days of the month. Lesson Plans should be scheduled during the 7–10 business day window. All remaining sessions should follow the timeline outlined in your development calendar.

ADDITIONAL QUESTIONS

What is MOS?

The Model for Operating Success (MOS) is CBS Academy’s system for embedding training into everyday operations—ensuring consistency, skill development, and measurable performance across teams.

How do I get certified?

Agents complete the Call Skills course (approx. 8 hours), followed by small group practices, role plays, and certification sessions with TLs and Managers.

How do I find the Downloadable Workbook?

You can find the downloadable workbook, fillable forms, and other resources by clicking the Content Library on the top menu. You can also locate it within your course, by navigating to Unit 2, titled Introduction. The first option, Course Overview and Downloadable Workbook, contains helpful materials. Scroll down until you see the button that reads, "Download Workbook". We recommend bookmarking this tab so you can refer to it as you progress!

What if I have more questions?

Our Help Desk team is here to answer your questions and resolve any issues. Email us at academy@cbsacademy.us or submit an inquiry through our Contact Us page.