Telephone Sales Techniques

Who Would Benefit

Anyone new to telephone sales or those, who may be experienced but have not received any formal training in the skill of selling on the telephone.

Course Description

This course focuses on the skills required to be truly effective on the telephone when dealing with both incoming and outgoing calls. This is a highly practical course concentrating on core skills development and will give delegates more confidence in the way they use the telephone to develop sales.

CPD Points: 6
Course Category: Sales Training
Can this course be ISM accredited?: Yes
Course Location: To be determined by the client

Learning Outcomes

Explain and demonstrate the telephone sales process
Explain features and how to sell benefits
Demonstrate how to handle objections
Develop powerful closing techniques
Show improved communication skills

The Programme Includes:
Using the telephone;
– Advantages and disadvantages
Understanding why customer care is important
Preparing to call
– Establishing the reason for the call
– Managing first impressions
Structuring the call
Opening the telephone call
– Putting the customer at ease
– Gaining and keeping control
Core skills
– Active listening techniques
– Questioning techniques
– Gathering information
Communication skills
Selling features
– When to present the product and services
Dealing with objections
– PRISM model
Closing the sale and gaining commitment
Dealing with rejection
‘Live’ skills practice sessions
Individual & group feedback
Review personal objectives, summary & close



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