How to Train Your Childcare Team to Handle Phone Calls & Objections Like a Pro

Hello, childcare business owners! Dr. Andrea Dickerson here — founder of Iownadaycare.com and your trusted coach for proven childcare management solutions.

Today, I want to share a critical system every multi-center childcare owner should have in place: training your team to handle phone calls and objections effectively.

If you’ve ever felt frustrated that your team doesn’t have the same drive and conversion power as you once did — remember the days when you never missed closing a tour? — this blog is for you.

Why Phone Training Matters

Many owners focus on the day-to-day care: CPR, first aid, diapering, classroom management. But what about sales? At its core, every successful childcare business runs on enrollments, and that starts with handling inquiries properly.

When your team lacks confidence on the phone, you’re leaving money — and potential lifelong clients — on the table.

Three Key Areas to Transform Your Phone Team

1️⃣ Develop Clear Scripts & SOPs

Your team needs more than just a vague idea of what to say. They need scripts, skits, standard operating procedures (SOPs), videos, or visual aids that clearly outline how to handle calls.

There are three essential phone workflows you must train for:

“Yes, I’d like to take a tour.” — What steps do they follow next?
“No, I don’t want a tour, I just want information.” — How do they guide this conversation to keep potential interest alive?
“I only want to know your pricing.” — How do they handle this common objection to shift the focus from price to value?

Without these workflows, your team will default to guessing — and guessing doesn’t close enrollments.

2️⃣ Track & Use Data to Guide Training

It’s not enough to put a script in place — you need to measure results. Start tracking:

How many calls come in?
How many calls convert to tours?
How many tours turn into enrollments?

If your calls aren’t converting to tours, your script needs adjusting. If tours aren’t leading to enrollments, your in-person process might be lacking. Data takes the guesswork out and gives you a clear roadmap to improve.

3️⃣ Make Systems & Training Readily Available

Your team can’t succeed if they don’t have easy access to training materials and support systems. Your scripts and workflows should be:

Documented and easy to reference
Practiced regularly in role-play sessions
Integrated into ongoing training

When your team feels equipped and confident, they’ll handle calls like pros — reflecting your business’s professionalism and value.

Free Resource to Get You Started

I’ve created a free Phone Inquiry & Objection Guide to help you put these systems into action. This resource is packed with insights on handling objections and navigating those crucial first calls.

Download your free guide here

And as always, if you love the childcare business you manage, you’ll love managing the childcare business you build.