Telephone Sales Skills

Workshop title: Telephone Sales Master Class

1-2-day workshop – Facilitator and 2 actors

Who is it for: – Call center staff taking incoming calls or making outbound calls to sell products and services

Number of participants – Max 15 (can be increased with extra resource)

Pre-work: – Undertake a skills audit and prepare a customer case study

Course overview: – A highly interactive sales workshop; these two days have been designed to give telephone sales people an opportunity to take a fresh look at polishing their skills in more challenging scenarios. To help delegates to improve their sales skills they will be involved in various games, exercises and simulations using professional business actors, that will make them laugh, think hard and challenge their thinking. Simulations will consist of case studies written especially for the day and will deal with realistic, difficult and challenging telephone calls. Delegates will participate, observe and give and receive feedback

Learning outcomes

  •        Understand the importance of good questioning and Listening skills
  •        Understand a sales frame work to help structure their sales calls
  •        Know how to establishing effective communication through rapport building techniques
  •        Understand personality preferences and how to adapt behaviour to develop trust
  •       Develop skills to win more business from enquiries
  •       Know how to build the case for your product
  •       Have the tools to diffuse difficult and aggressive customers and resolve problems successfully
  •       Know how to successfully handle objections to secure the business

Post workshop to embed learning: All participants will take part in an e coaching program for 6 weeks after the workshop. This will consist of on the job exercises and suggested self-directed learning to ensure maximum retention of learning

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