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Successful Telephone Sales – 1 or 2 days

1 or 2 Day Course


To construct and practise an approach to telephone sales in order to improve customer relations and sales performance, using this powerful and cost effective selling tool whilst promoting a professional company image.


All staff involved in telesales and whose performance has a major impact on maintaining and improving the company’s position in the marketplace.


  • Introduction/objectives: Course objectives are handed out. Delegates are asked for their objectives
  • Personal attributes/skills: Delegate group work: “List the personal attributes, qualities and skills of an excellent telephone sales person”
  • Telephone limitations: Tutor led discussion and fun ‘ice breaker’
  • Planning/preparation/organisation: Tutor led discussion (eg call objectives - inc. numbers of calls per day, time planning, prioritising customers, etc)
  • Opening the sale: Theory.  Delegates develop own openings
  • Questioning to establish need: Theory (via tutor led discussion).  Brainstorm appropriate questions to ask our customers – we devise a list
  • Matching (features and benefits): Theory (via tutor led discussion).  We develop a list of features and benefits of our own products and services
  • Closing the sale: Tutor led discussion (when to close, types of closes)
  • Overcoming objections: Brainstorm (objections we encounter in our business and how to handle these objections)
  • Review: Tutor asks questions of delegates to test understanding
  • Action plan: Tutor invites delegates to write out actions they will now take in the workplace to further their knowledge/improve in sales


At the end of this course, participants will be able to:

  • Recognise the importance of planning, preparation and organisation
  • Appreciate the personal qualities of an effective telephone salesperson
  • Be aware of the steps in the sales process
  • Be able to use a variety of methods to open the sale and make outgoing calls
  • Appreciate the importance of questioning to establish our customers' needs and will have practised questioning and listening skills
  • Be able to convert our products' features into benefits to the buyer
  • Be able to use a variety of methods in closing the sale.  Know when to close
  • Know how to handle a range of objections
  • Develop an action plan to improve performance

Course Enquiry

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