Acknowledge, then ask
Show you heard it, then ask an open question before you respond.
“I am sure they are, and that is the best group to build on. May I ask how they keep their skills sharp today, and how you see what they do well on real calls?”
How to respond to “My team is experienced, they don’t need training”
Customers say “My team is experienced, they don’t need training” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
The manager sees training as an implication that their people are not good enough. Experienced people also feel they have little left to learn, and may resist. The point is to reframe practice as a way experienced people stay sharp, not as a fix for weakness.
Typical in: Software and SaaS, Contact centre and customer service, Professional services
How to respond
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Reframe around the outcome
Move from the objection to the result the customer said they want.
“Experienced people usually benefit most from practising unusual situations, which they meet rarely. Would it be worth looking at which situations your team finds hardest?”
Propose a smaller step
Shrink the decision to something low-risk that moves things forward.
“We could try it with a few volunteers, and you can see whether they find it useful. If they do not, you will have lost very little time.”
The follow-up question
After your response, ask:
In which situations do even your best people find it hard to know what to say?
What not to say
Avoid: Experience doesn’t mean they can’t get better.
It is true but patronising. The manager hears an accusation that their people have flaws.
Practise it out loud
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionQuestions about this objection
What does “My team is experienced, they don’t need training” really mean?
The manager sees training as an implication that their people are not good enough. Experienced people also feel they have little left to learn, and may resist. The point is to reframe practice as a way experienced people stay sharp, not as a fix for weakness.
How do you respond to “My team is experienced, they don’t need training”?
Acknowledge, then ask: “I am sure they are, and that is the best group to build on. May I ask how they keep their skills sharp today, and how you see what they do well on real calls?” Reframe around the outcome: “Experienced people usually benefit most from practising unusual situations, which they meet rarely. Would it be worth looking at which situations your team finds hardest?” Propose a smaller step: “We could try it with a few volunteers, and you can see whether they find it useful. If they do not, you will have lost very little time.”
What should you ask after “My team is experienced, they don’t need training”?
In which situations do even your best people find it hard to know what to say?
What should you not say when a customer says “My team is experienced, they don’t need training”?
Avoid “Experience doesn’t mean they can’t get better.” It is true but patronising. The manager hears an accusation that their people have flaws.
Keep exploring
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.