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Sales - Telephone Sales, Succeed and Overcome

Course overview

Plan and prepare for outgoing calls and respond effectively to incoming calls. Recognise sales opportunities and review call performance.

Course duration

2 days

Delivery method

Flexible (Online/Classroom)


Open participant course: £390 per person - maximum 10 people

Closed company course: £2,000 per course - maximum 10 people

Suitable for

Those who need to understand how the telephone can be used as a significant sales and revenue generation tool.

Learning outcomes

Students will understand how to plan and prepare for outbound sales calls, respond effectively to incoming calls and recognise sales opportunities. They will understand how to use a range of techniques to develop more and better quality business from existing customers, overcome gatekeepers and obtain vital information.

Course content

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 and Strategy:

  • Plan a call and enquiry response
  • How to work with gatekeepers
  • Making appointments over the telephone
  • The four Es - 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 and Techniques:

  • Anticipating and dealing with objections
  • Tips for handling resistance and 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 inquiries

Course requirements

This course can be delivered remotely or in a classroom environment, to suit your requirements.

Delegates must have the following equipment to attend this training remotely:

  • PC or laptop with a microphone and speakers (webcam is preferred but not essential)
  • Access to the internet and web browser application (e.g. Google Chrome)
  • An email account for file sharing

For more information about this course please contact us.

Queens Court Regent Street Barnsley South Yorkshire S70 2EG
Tel: 01226 216760 | Email: |

These course details were downloaded on 20/04/2024

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