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Business Skills

Course Type

Personal Development

Price Per Delegate

Demand Led +VAT
Public Scheduled Course

Price Per Course

£2,495 +VAT
On-Site at Customer Premises, Max 10 Delegates


2 Days

Full/Part Time

Part Time


SmartStyle Training

Dates and Locations

Contact us for the latest course dates.

Book course

This course is intended for sales, marketing and customer service professionals who would benefit from gaining an insight into how the telephone can be used as a significant sales and revenue generation tool.


The course will incorporate formal input, discussions, interactive activities and recorded role-play scenarios.

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

  • Plan and prepare for outbound sales calls
  • Respond effectively to incoming calls and recognise sales opportunities
  • Use a range of techniques to develop more & better quality business from existing customers
  • Overcome gatekeepers and obtain vital information
  • Apply a structured outbound sales process to develop prospects
  • Be able to review and adjust personal call performance

Download Outline (PDF)

Module One - Introduction
  • Key Components for Success on the Telephone
  • Create a Positive First Impression
  • Developing a Customer Orientated Approach
  • Use a Hook
  • The Sales Cycle
  • The Motive for Making the Call
  • Make Each Call Count
Module Two - Communication
  • Barriers to Effective Communication
  • Three Essential Elements to Communication
  • Techniques for Building Rapport
  • Insightful Questioning
  • Obtain Core Information
  • The Information Funnel
  • Active Listening
Module Three - The Buying Process
  • Knowing Why People Buy
  • The Decision Making Process
Module Four - Approach & Strategy
  • Plan a Call & Enquiry Response
  • How to Work with Gatekeepers
  • Making Appointments Over the Telephone
  • The 4 ‘E’s - Effective Telephone Sales Strategy
    • Establish - The Climate To Talk
    • Explore - Questioning to Establish Needs
    • Embellish - Match Benefits to Needs
    • End - Secure Commitment
  • Pitch Your Solution
  • Develop a Problem Solving Approach
Module Five - Skills & Techniques
  • Anticipating & Dealing with Objections
  • Tips for Handling Resistance & Objections
  • Recognising Buying Signals
  • The Trial Close
  • Closing a Call to Secure Business
  • Techniques to Up-Sell or Cross-Sell a Customer
  • Following-up Potential New Business Enquiries

Enquire about a course

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