DeMario - I have also heard reps say things that they should not. As painful as it can be to hear it, some form of "mystery shopping" or, using a system that records calls (with the appropriate disclosures) can be beneficial. First, if they know they are being recorded, they may be more "on guard" with what they say. Second, it immediately identifies those that say things they shouldn't. Then you can narrow down what is being said wrong due to lack of training and what requires other means of resolution.