Training Courses

Telephone Sales Skills

A two day telephone sales skills training workshops for staff that deal with inbound or outbound sales or client service.

2 Days

Call Centre personnel, telesales staff, marketers, sales personnel, telephonists, help-desk staff, customer service staff and other people who deal with either inbound or outbound sales or client service.


  • Introduction to Sales and Marketing
  • Identifying customers’ needs and expectations
  • The “Six Steps to Sales”
  • Introductions and professional telephone discourse
  • Creating positive vocal impressions on the telephone
  • Dealing with typical accent and language challenges
  • Questioning & problem-solving techniques
  • “Upselling” techniques -turning queries into sales (Inbound calls)
  • Turning complaints into opportunities
  • Identifying an “Edge” over competitors
  • Establishing a Potential Client Base
  • Techniques for making “cold” calls (Outbound calls)
  • Expressing ideas in a logical sequence
  • Listening skills (active & reflective listening)
  • Overcoming objections
  • Handling difficult calls
  • Call closure : Sealing the sale and ending the call
  • Following-Up Sales Calls
  • The “Happy Prisoner” Concept
  • Setting and achieving sales objectives
  • Goal-setting and motivation
  • Daily time management
Are you interested?

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