Inbound Phone Sales PRO Training Course
$548 AUD ex GST per person (Discounts Available) teaching advanced, premium sales skills for inbound calls.
Master Inbound Sales – A Proven, High-Impact Training Program
Do you have employees handling inbound phone calls where there’s an opportunity to sell, upsell, cross-sell, or secure bookings? Are you looking to increase sales conversions while ensuring your customers receive an outstanding experience?
The Inbound Phone Sales PRO course is an advanced, structured training program designed to equip employees with premium phone-based sales skills.
Delivered over 3 x 3-hour live online sessions (or a 1-day onsite option), this course teaches a proven, customer-first approach to selling—without scripts or high-pressure tactics.
This training is aligned with the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards – the industry benchmark used to assess and rank the inbound phone sales skills of Australian contact centres each month.
With over three decades of refinement, these standards ensure your employees learn best-practice techniques that maximise sales success.
Unlike traditional ‘sales training’ that relies on rigid scripts, this course focuses on five core competencies and specific high-impact behaviours that shift the focus from selling to helping customers buy.
Employees will learn how to naturally guide conversations, build rapport, uncover needs, and create effortless buying experiences—without sounding pushy or robotic.
This service-driven sales method is ideal for teams that resist traditional sales techniques, as it empowers them to make more sales while simply providing great customer service.
By the end of the course, employees will be more confident, efficient, and effective in every sales interaction, increasing sales conversion rates, customer satisfaction, and job engagement – all while delivering an outstanding customer experience.
Great content and trainer!
The training provided manages to take complex sales strategies and make them easy to understand and implement in a sales call.
It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.
This training took efficient, tried and tested sales concepts and expanded on them to not only generate higher conversion, but a more positive customer experience.
Aside from the training, which was amazing, Simon – the trainer – was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.
Learn more about the course by scrolling below or jump straight to a section:
Inbound Phone Sales PRO Training Course Fast Facts
The Inbound Phone Sales PRO course is designed for employees who handle inbound sales opportunities over the phone and need to deliver a premium customer experience and advanced techniques to maximise conversions.
With a structured approach, this course teaches premium phone-based sales skills that can be applied across any industry, ensuring your employees engage customers confidently, uncover needs effectively, and close more sales.
Delivered over 3 x 3-hour interactive sessions, this training provides the perfect balance between learning, practice, and application – without disrupting daily operations.
Here’s why this course is the right choice for your team:
Simon is an absolutely amazing trainer and educator!
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Flexible Training Options – Online or Onsite
We understand that every business has different training needs, which is why the Inbound Phone Sales PRO course is available in both online/virtual and onsite delivery formats.
Choose the option that best suits your team, schedule, and budget.
1. Online Option – Flexible & Cost-Effective
The online version of this course is delivered over 3 x 3-hour live sessions (9 hours total), making it the preferred choice for most businesses.
This format minimises operational disruption while maximising learning through short, highly interactive, and engaging sessions.
- Public Course: Delivered on three consecutive days (1 x 3-hour session per day).
- Private Course: Offers flexibility in scheduling, allowing you to choose a timeframe that best suits your business.
- Interactive & engaging: Features live discussions, role-playing, and expert coaching.
- Accessible from anywhere: Employees can participate from the office, home, or multiple locations.
2. Onsite Option – Immersive Full-Day Training
For businesses preferring in-person training, the onsite version of this course can be delivered at your premises as a single-day intensive program (9:00 AM – 5:00 PM).
This option is only available for private bookings and allows for a fully immersive learning experience tailored to your team.
- Customised training: The onsite format allows for more tailored content and hands-on coaching.
- Full-day immersion: Ideal for teams wanting to complete the training in one session.
- Available for private bookings: Perfect for larger teams or businesses wanting a dedicated session.
Note: Travel costs may apply depending on your location, as trainers are not available in every state. Contact us to discuss availability and pricing.
Who Should Attend?
The Inbound Phone Sales PRO course is designed for employees who handle inbound phone calls where there are sales, upsell, cross-sell, or booking opportunities.
This course is ideal for businesses looking to elevate sales performance through structured, advanced training that builds on fundamental skills and introduces higher-level sales techniques that lead to higher conversions and better customer experiences.
It’s perfect for teams handling inbound calls in industries such as financial services, health insurance, telecommunications, energy and utilities, education, travel and tourism, internet and tech providers, car dealerships, and other service-based or retail organisations where phone conversations influence customer decisions.
Typical roles that will benefit from this course include:
Inbound Sales Representatives: Staff handling incoming calls with the potential to convert interest into revenue.
Contact Centre Agents: Team members in high-call environments aiming to improve conversion rates and customer outcomes.
Sales-Driven Service Teams: Employees expected to identify and act on upsell and cross-sell opportunities during service interactions.
Telephone Account Managers: Staff managing inbound client contact, with goals around retention, growth and loyalty.
Anyone speaking with customers on the phone: If your team can influence buying decisions, this course gives them the mindset, method and confidence to succeed.
Whether your team handles enquiries, bookings, complaints or product advice, this course gives them the tools to turn everyday conversations into sales success.
Results Talk!
Hi Simon, thanks again for your support. Clearly, the program is working! To illustrate how strong the performance has been, as at the end of January:
– Overall we’re 9% above budget in new premium sales for the first 7 months
– The call centre team are an amazing 17% above budget financial year to date
– Year to date sales compared to the same period last year are 13% up
– We have achieved 17% more in premium sales this January than the previous one
In addition, the continued improvement in our customer experience using the model is clear evidence that the quality and outcomes of those interactions are an extremely positive one.
What Your Employees Will Learn:
The Inbound Phone Sales PRO course is designed to provide employees with both essential and advanced phone sales skills, ensuring they confidently handle inbound customer calls where there are sales, upsell, cross-sell, or booking opportunities.
With a deeper focus on advanced conversation techniques, employees will learn how to uncover customer needs before even mentioning products or services, creating a seamless and natural buying experience.
Through interactive discussions, real-world scenarios, and hands-on role-playing, employees will develop the skills to improve sales conversions, overcome objections effectively, and enhance customer experiences.
This structured training is delivered over 3 x 3-hour interactive sessions, ensuring employees progressively build confidence and competence while embedding best-practice techniques aligned with the ACXPA Contact Centre Quality Standards.
| Key Course Outcomes | |
|---|---|
| Advanced phone sales skills | Equip employees with the confidence and expertise to lead high-converting sales conversations while maintaining a service-first approach. |
| Needs discovery mastery | Learn how to uncover what customers want to achieve before offering solutions, resulting in higher engagement and trust. |
| Handling objections like a pro | Teach employees how to navigate objections with confidence, using proven methods to reduce resistance and close more sales. |
| Interactive role-playing & real-world practice | Employees will apply their skills in a safe, fun, and highly engaging learning environment. |
By the end of the course, your employees will have the skills, confidence, and techniques needed to convert more inquiries into sales, increase customer satisfaction, and enhance business outcomes.
Nine Hours of Live Training Delivered Over 3 x 3-Hour Sessions
The public Inbound Sales PRO course is structured over three highly interactive 3-Hour sessions, covering the eight essential modules required for success in inbound phone sales.
Each module is designed to progressively build confidence, skill, and expertise through expert coaching, real-world scenarios, and hands-on practice.
Session One (3-Hours)
1. The Psychology of Sales
This module explores what customers need from phone sales conversations to make confident buying decisions. Using decades of research, we compare traditional vs. modern sales methods and highlight the key skills and behaviours that drive sales success.
2. The ACXPA Phone Quality Standards
Introduction to the five core competencies of the ACXPA Phone Quality Standards. Employees will learn how these standards help maximise sales conversions and create premium phone sales experiences.
3. How to Engage
Employees will learn how to create a strong first impression, establish customer trust, and manage expectations. This module includes hands-on call sales simulations, group demonstrations, and individual practice to embed key skills.
Session Two (3-Hours)
4. How to Discover Needs
We teach employees three advanced discovery techniques (as used by the FBI) to improve conversations, mirror customer concerns, and confirm needs. This module includes trainer demonstrations and interactive practice exercises.
5. How to Educate & Close the Sale
Employees will develop the ability to educate customers with clear, structured information, using techniques such as pacing, pausing, and checking for understanding. We also teach natural methods for closing sales and overcoming objections.
Session Three (3-Hours)
6. How to Close the Call
Employees will learn three proven techniques to ensure professional, confident, and effective call endings. Rapid-fire practice sessions reinforce smooth call closing techniques across different customer scenarios.
7. Energy & Empathy
Employees will refine their tone, voice projection, and clarity, ensuring they consistently sound fresh, confident, and engaging. This module teaches vocal control and empathy techniques to improve phone-based sales delivery.
8. Bringing it all Together!
The final module allows employees to apply their new skills in full end-to-end role-play scenarios. This practice builds confidence and ensures they’re ready to implement their learning in real-world sales conversations.
Compare Inbound Phone Sales Training Options
You're currently viewing the Inbound Phone Sales PRO course – our most advanced program designed for teams who want deep capability, confidence and results.
If you're looking for a fast, practical overview or want to establish solid sales fundamentals, explore our Essentials and Foundations options below.
Need a customised training solution for your team? Contact us to explore tailored options that suit your sales environment.
Real Results from Real Participants
Our Inbound Phone Sales PRO Course has helped countless employees improve their sales performance, customer interactions, and overall confidence. With proven techniques and industry-backed methodologies, our training consistently delivers results.
Below is a selection of recent testimonials from participants and managers who have experienced the transformation firsthand.
Fun, engaging and very informative!
The psychology behind the way we speak to customers was my highlight! And I gained a lot of insight into how I can coach others through this.
Response from CX Skills
Thanks Ashley, glad to hear you enjoyed the course and yes, that module is very popular!
Simon is an absolutely amazing trainer and educator!
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Response from CX Skills
Thanks Chris for your lovely review – he really does have a passion for so we’re thrilled to hear you enjoyed the training and we wish you well for applying the skills to support the growth of your business!
Extensive and Hands-on!
Great course, very hands-on phone that covered essential and useful skills for phone sales. Interesting information discussed with relevant examples to all types of work. Thanks!
A Fresh Take on Great Customer Experience!
After 17 years in various customer service roles and some of those years in an inbound call centre, I went into this experience sceptical I’d learn much new.
Imagine my surprise upon beginning this training with Simon and his fresh take.
Fiinnnaaalllyy, real-world, adaptable skills that make you sound like a person!
No scripts and no outdated droning statements that, lets face it, grind everyone’s gears like “is there anything else I can assist you with…..”
These skills will elevate my existing skills inside the customer experience bubble but have also already helped me with my social skills in the real world.
Thanks Simon!
Great content and trainer!
The training provided manages to take complex sales strategies and make them easy to understand and implement in a sales call.
It provides a structure that isn’t stifled by wordy scripts and pitches, and guides consultants towards a successful outcome for both the customer and consultant.
This training took efficient, tried and tested sales concepts and expanded on them to not only generate higher conversion, but a more positive customer experience.
Aside from the training, which was amazing, Simon – the trainer – was a pleasure to work with. He was attentive and showed a real passion and desire to enhance the trainee’s sales expertise.
Great Engagement!
Overall, everyone appears to be amazed by the engagement of staff with the phone sales method and their willingness to change. It’s amazing to listen to the difference in our calls to see how far we have come and what staff have achieved in the past 3 months.
Great Model That Works!
If you want to improve your sales team’s performance and build an engaging, supportive coaching environment, this course will get you there.
Simon’s insights will motivate and guide your leaders and sales teams with structured practical processes that can be adapted to any sales or service organisation. It’s a brilliant and motivating model where mediocrity is challenged and opportunities created. It works!
Results Talk!
Hi Simon, thanks again for your support. Clearly, the program is working! To illustrate how strong the performance has been, as at the end of January:
– Overall we’re 9% above budget in new premium sales for the first 7 months
– The call centre team are an amazing 17% above budget financial year to date
– Year to date sales compared to the same period last year are 13% up
– We have achieved 17% more in premium sales this January than the previous one
In addition, the continued improvement in our customer experience using the model is clear evidence that the quality and outcomes of those interactions are an extremely positive one.
Private Training Options – Tailored for Your Business
The Inbound Phone Sales PRO course is designed to provide structured, high-impact training for inbound sales conversations.
While the public courses are highly effective, some businesses prefer private training for a more tailored and confidential learning experience.
A private course allows you to:
✔ Schedule training at a time that suits your business.
✔ Keep training exclusive to your team for confidentiality and more focused learning.
✔ Customise content to address your unique sales challenges.
✔ Train your team together for maximum impact.
Onsite training is also available for businesses looking for an in-person experience (minimum numbers and additional travel costs apply).
📩 Contact us today to discuss pricing and availability for private training.
Compare Public versus Private Course Benefits
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Hear different perspectives and insights from others in various industries. | Training is customised to your organisation’s specific challenges and goals. |
| Dates & Times | Fixed schedule making it easy to plan ahead | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $548 per person ex GST | More Cost-effective for larger groups |
| Best For | Businesses needing a hassle-free, ready-made training solution with fixed dates | Companies wanting a customised training program tailored to their team’s needs |
| Minimum Numbers | No minimum - book a single employee or the whole team! | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
Contact Us >Why Businesses Trust CX Skills
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness.
Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
About Your Trainer, Simon Blair
The Inbound Phone Sales PRO course has been expertly crafted by Simon Blair, a nationally recognised sales trainer with over two decades of experience transforming how Australians sell over the phone.
Simon is a father of 4 and lives in the Eastern Suburbs of Melbourne. His twin girls keep him busy running around following their footy careers (one is an AFLW footballer with Collingwood) and he has a great love of music.
He does land the odd corporate or private gig around town as an acoustic guitarist and singer belting out rock and pop classics.
He has great adventures with his partner Ines, loves the North Melbourne Kangaroos footy team and every now and then escapes into other worlds when playing Dungeon & Dragons with his mates. He likes to call himself a ‘cool nerd’.
Looking for a Different Type of Training?
While this course focuses on phone-based sales training, we also offer a range of programs designed to support face-to-face customer service, reception/front desk roles, and workplace resilience. Explore some great alternatives below.
Frontline Customer Service Training
For teams delivering face-to-face customer service in retail, hospitality, healthcare, and more.
Learn More >Reception Customer Service Training
Covers both phone and face-to-face interactions for admin, front desk, and reception teams.
Learn More >Workplace Resilience Essentials
Build emotional resilience, mindset and coping strategies to help your team thrive under pressure.
Learn More >A Fresh Take on Great Customer Experience!
After 17 years in various customer service roles and some of those years in an inbound call centre, I went into this experience sceptical I’d learn much new.
Imagine my surprise upon beginning this training with Simon and his fresh take.
Fiinnnaaalllyy, real-world, adaptable skills that make you sound like a person!
No scripts and no outdated droning statements that, lets face it, grind everyone’s gears like “is there anything else I can assist you with…..”
These skills will elevate my existing skills inside the customer experience bubble but have also already helped me with my social skills in the real world.
Thanks Simon!
Pricing and Payment Options
The Inbound Phone Sales PRO Training Course is just $548 per employee (ex GST) for a powerful 3 x 3-hour live online program that builds deep capability, confidence, and proven techniques to consistently convert inbound calls into revenue.
Secure your place instantly with a credit card or choose invoice payment at checkout (invoices must be paid in full prior to the course starting).
💸 Want to Save on Training?
We offer multiple ways to reduce your training costs:
- Save 15% automatically when booking 3 or more employees in a single transaction.
- ACXPA Members save 25% on all CX Skills courses – plus get access to 15 free self-paced courses. Learn More >
- Training a larger team? We offer volume discounts for bulk enrolments and enterprise rollouts. Contact us for tailored pricing and availability.
Don’t miss this opportunity to give your team advanced sales tools, real-world practice, and the mindset to turn every inbound conversation into a sales opportunity.
Need help or have questions?
Got questions about the Inbound Phone Sales PRO course or want to explore private or customised training options for your team?
+61 3 9008 7287 (Mon–Fri, 8:30am to 5:30pm AEST/AEDT)
🎟️ Purchase a Ticket to a Public Inbound Phone Sales PRO Course
All the publicly available Inbound Phone Sales PRO courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased instantly with a credit card, or you can request an invoice on the checkout page.
New public course dates are published on a regular basis!
May 2025 Inbound Phone Sales PRO
Online via Zoom Price: $548.00 AUD ex GSTBoost your employees’ sales performance and customer engagement with the May 2025 Inbound Phone Sales PRO training course - designed to equip phone-based employees with advanced skills to convert more enquiries into sales.
August 2025 Inbound Phone Sales PRO
Online via Zoom Price: $548.00 AUD ex GSTBoost your employees’ sales performance and customer engagement with the August 2025 Inbound Phone Sales PRO training course - designed to equip phone-based employees with advanced skills to convert more enquiries into sales.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
Want to get an instant 25% discount on this course and all future training?
As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
🚀 Learn More & Save 25% Before You Enrol >