Inbound Phone Sales Essentials Training Course
$278 AUD ex GST per person (Discounts Available) teaching advanced sales skills for inbound calls.
Inbound Phone Sales Essentials Training Course Introduction
Teach your team how to sell with confidence – without the scripts, pressure, or sleazy tactics.
The Inbound Phone Sales Essentials Training Course is a powerful, high-impact session designed for employees who handle inbound phone enquiries where there’s an opportunity to sell, upsell, cross-sell, or book appointments.
In just one 3-hour live online session, your team will learn how to connect with customers, uncover their needs, and guide conversations naturally toward better sales outcomes – all while creating positive, trust-building experiences.
At the heart of this course is a sales-from-service approach – a modern, human-centred way to sell that prioritises value, authenticity, and connection. Your employees won’t just learn what to say – they’ll learn how to say it with confidence, clarity and care.
Delivered by one of Australia’s leading sales trainers and aligned to the ACXPA Contact Centre Quality Standards, this course is built on decades of real-world experience, call analysis, and behavioural research.
The same techniques are used by leading brands featured in the Australian Contact Centre Rankings, helping them benchmark and improve sales conversion performance at scale.
No scripts. No fluff. No salesy nonsense. Just practical, proven skills your team can use immediately to lift results – from the very next call.
Whether your team is new to sales or seasoned but stuck in a rut, this session reignites motivation, sharpens technique, and gives them a proven structure for handling calls more confidently, consistently, and effectively. It’s sales training that actually sticks – not something they forget by Monday.
Inbound Phone Sales Essentials Training Course Fast Facts
Designed for employees who handle inbound calls with sales opportunities, this course provides practical, real-world techniques to improve sales conversations without feeling scripted or pushy.
Delivered in a single, high-impact session, your employees will learn how to build rapport, uncover customer needs, and confidently guide conversations to achieve better sales outcomes.
Built Specifically for Live Online Learning – Highly Engaging & Interactive
We understand that online training can sometimes feel less effective than in-person sessions. However, when done right, it’s just as engaging and impactful – if not more!
The Inbound Phone Sales Essentials course has been purpose-built for live virtual delivery, ensuring employees stay actively involved through real-time discussions, interactive exercises, and expert coaching.
Live, interactive training: Delivered via Zoom or Teams, employees engage in real-time discussions, breakout exercises, and hands-on activities.
Engaging & practical approach: This isn’t a passive webinar – employees participate in role-plays, expert coaching, and scenario-based learning.
Fits seamlessly into rosters: Just one 3-hour session makes it easy to schedule without disrupting daily operations.
Train from anywhere: Whether in the office, at home, or across different locations, employees can join seamlessly with no travel required.
Best-practice sales training: Aligned with the ACXPA Contact Centre Quality Standards, ensuring skills are backed by industry-leading methodologies.
Designed for maximum engagement and real-world application, this training ensures employees walk away with practical skills they can apply immediately to drive better sales outcomes.
Prefer face-to-face training? For Melbourne and Victorian-based businesses, we can also deliver this course onsite for your employees (additional costs may apply) – see our private training options below.
Who Should Attend?
The Inbound Phone Sales Essentials course is designed for employees who speak with customers over the phone where there’s an opportunity to sell, upsell, cross-sell or secure bookings.
It’s a fast, practical training option for businesses wanting to build sales capability quickly – helping employees develop core skills to increase conversions, handle objections and guide more confident sales conversations.
Delivered in a single 3-hour live online session, this course is perfect for teams needing a focused introduction to phone sales techniques without disrupting the workday.
This course is ideal for:
New employees who need a fast, practical introduction to phone-based selling.
Experienced staff who need a confidence boost or refresher on sales techniques.
Teams preparing for a new campaign, sales push or product/service launch.
Typical roles that will benefit from this course include:
Inbound Sales Representatives: Employees handling incoming calls with sales opportunities.
Customer Service Teams: Staff who cross-sell, upsell, or promote additional services.
Support Teams: Agents with opportunities to offer add-ons while resolving issues.
Reception & Front Desk Staff: Handling bookings, inquiries and potential sales conversations.
Telephone Account Managers: Staff responsible for retaining and growing customer accounts.
Anyone who speaks to customers on the phone: If there’s a chance to generate more business, this course will help make it happen.
Whether your team is in sales, service or support, this course will give them the confidence and structure to turn everyday phone calls into real business opportunities.
What Your Employees Will Learn:
The Inbound Phone Sales Essentials training course is the perfect way to learn the essential phone sales call behaviours and consumer sales psychology required to deliver superior phone experiences and sales outcomes.
There’s plenty of role-playing and practice built in to ensure employees can put their new skills to work with the practice conducted in a safe, fun and welcoming online environment.
At the end of the course, trainees will be provided with a certificate of achievement and be empowered with skills that will stay with them for life!
The Inbound Phone Sales Essentials course includes six modules, as outlined below.
1. Sales Psychology and Standards
A short exploration of what customers want and need to make confident buying decisions within a positive sales experience based on decades of research.
Includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable more effective call handling and delivery of premium sales experiences.
2. How to Engage
Your employees will learn how to create a strong first impression and customer focus by showing strong ownership and intent and how to manage expectations to build trust as the foundation for open conversations around their needs.
3. How to Discover Needs
We’ll teach your employees (and practice!) the three critical discovery techniques (as used by the FBI) to more effectively converse, mirror and confirm customer needs and what they wish to achieve through your products and services.
4. How to Educate
Participants will learn how to proactively educate and inform customers about products and services & process information in a manner that makes it easy for them to make confident buying decisions in the moment.
5. How to Close
Employees will learn how to better control and transform the end of their calls to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
The three techniques for closing calls will be extensively practiced in rapid-fire simulations of the end of various call types in a range of contexts and situations to build greater confidence and expertise in call closing within the session.
6. Energy & Empathy
Most businesses put a lot of time and effort into teaching staff WHAT to say but few have the internal expertise to teach staff the best manner in HOW to say it.
In this fun and engaging module, we will help participants practice proven methods to enhance their vocal delivery with better tone, stronger voice projection and improved clarity.
All essential requirements to be effective in a phone-based sales role.
Course Workbook Included!
We pack a lot of value into just three hours – so every participant also receives a downloadable course workbook after the session.
It’s a practical resource that reinforces the techniques learned, outlines the sales call framework, and includes handy phrases your team can use right away to handle calls with more confidence and clarity.
Compare Inbound Phone Sales Training Options
You're currently viewing the Inbound Phone Sales Essentials course – perfect for getting started quickly with core sales call skills. If you're after a more comprehensive training experience with extra time for deeper learning and hands-on practice, explore our Foundations and PRO options below.
Need a customised training solution for your team? Contact us to explore tailored options that suit your sales environment.
Private Training Options – Tailored for Your Business
The public Inbound Phone Sales Essentials 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 or entire workforce 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 | $278 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 >Need a More Flexible & Affordable Option?
While live training is always the gold standard for skill development, our Self-Paced Online Sales Pathway offers a practical alternative when time, budget, or scheduling are tight.
- Short, engaging video lessons (approx. 10 mins each)
- Workbooks, quizzes, and a certificate of completion
- Part of a growing library of 300+ on-demand courses
- Accessible anytime, anywhere – from any device
About Your Trainer – Simon Blair
The Inbound Phone Sales Essentials training course is delivered live by Simon Blair, one of Australia’s most in-demand phone sales trainers, known for turning everyday conversations into confident, high-converting sales calls.
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 Customer Service 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 >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.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Fantastic, Informative and Fun!
Even though the business I am a part of really isn’t large enough to be a “contact centre” this course has given me some fantastic insight into how I can help extract some working data around customer service that will give insight into best practices moving forward as we expand.
Justin was fantastic – everything was explained so well and even I could keep up!! He was enthusiastic and it was informative and fun!!
Response from CX Skills
Thanks Christie, thrilled to hear you enjoyed the course and glad you could keep up as Justin gets very passionate about all things contact centres!
The Training Really Works!
I wanted to develop my customer service skills over the phone professionally, and it was a great opportunity to gain valuable structure and practical tips from Simon, who has more than 30 years of real industry experience.
I was particularly impressed by how the training course was tailored to meet my specific needs, which was extremely helpful.
After applying the skills and structure taught in the course, I’ve noticed that I sound more professional, and customers seem happier and more satisfied.
Response from CX Skills
Nothing we like the sound of better than hearing that you’re applying the skills we taught and that its making a difference for you and your customers. Thanks for the lovely review Eunbhi!
Enhance Your Customer Service with CX Skills
The CX Skills – Phone Customer Service Foundation training facilitated by Simon was engaging and highly relevant, using real scenarios from our workplace to reinforce key concepts. Simon provided practical strategies to improve communication and handle customer interactions more effectively.
It’s been a valuable experience that has already changed our mindset on the way we approach customer service.
Highly recommended!
Response from CX Skills
Thanks Brooke – thriled to hear the training hit the mark and that the team have already started to change the mindset – thanks for trusting us with your training and we look forward to hearing about the continued success!
Tailor-made Training!
I really enjoyed the energy Simon brought to the class. At the start he gave us the opportunity to express what we felt we needed refining in our service skills then proceeded to tailor our sessions to meet those needs.
It was engaging and eye-opening experience and there were a lot of “ah huh” moments for me.
Simon created a very comfortable learning space to be able to open up, express my experiences and guide me through situations without fear of judgement that I handled it wrong.
I enjoyed practicing the techniques we were taught and the challenges he set for us.
A great overall experience!
Response from CX Skills
Thanks Rachel, loved hearing about the ‘ah huh’ moments and thrilled to hear you enjoyed the training!
Great Customer Experience Training
A great short course with easy to understand examples and real-world scenarios. Simon was an enthusiastic and helpful trainer.
Response from CX Skills
Thanks Helena, appreciate you taking the time to leave a review 🙏
Customer Service at its Best!
Loved the real life situations, role plays, easy to understand and great examples to use in a real life situations.
This will also help with home life situations which I loved!
Response from CX Skills
Thanks Jackie, glad you love the course!
Very Engaging!
Great insight provided by Nant into how to identify issues in our personal and work life and then mechanisms/tips we can put in place to become more resilient.
Response from CX Skills
Thanks Bre, glad to hear you and the team enjoyed the course – thanks for your assistance in coordinating the team!
Informative and Insightful
I wasn’t sure what to expect but I was engaged for the entire session! Nant is a good deliverer of content and engaging in that she prompted you to answer honestly.
The content was easy to follow and actually motivated me to take the small steps needed for changing to achievable goals and mindset.
Response from CX Skills
Loved to here this Anderi, Nant does have a great way of breaking things into small achievable changes that can make a massive difference. Thanks for taking the time to leave a review!
Amazing Course & Trainer!
The course was amazing, Nant made hard concepts so easy to understand by the way she worded things. She is a very intelligent person! Her knowledge of the human mind and how humans behave in a social setting was on point.
Response from CX Skills
Thanks Nina, we agree – Nant is like a walking encyclodedia of all things health and wellness but not in a nerdy way! Glad you enjoyed the course 🙂
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
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 >
Planning a Sales Conference or Team Event?
This short course is a brilliant way to energise your next sales event or team day. It delivers practical skills your employees can use immediately to boost sales conversations and outcomes.
We can deliver it in the standard 3-hour format or tailor the content and duration to fit your agenda — whether you need a sharp 60-minute session or a full interactive workshop.
Contact us to discuss how we can bring the training to your next event.
Pricing and Payment Options
The Inbound Phone Sales Essentials Training Course is just $278 per employee (ex GST) for a powerful 3-hour live online session that equips your team with proven sales techniques they can use immediately.
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 upskill your team with practical phone sales techniques that deliver real results – for a fraction of the cost of a lost lead.
Need help or have questions?
Got questions about the Inbound Phone Sales Essentials 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)
🎟️ Secure Your Spot in the Inbound Phone Sales Essentials Training!
Purchase tickets for your employee(s) for any of the available public course dates listed below.
Simply select your preferred date below, then complete your booking instantly with a credit card or choose to request an invoice at checkout.
👉 Don’t miss out—secure your seats today and empower your team with premium sales skills!
New public course dates are published on a regular basis!
May 2025 Inbound Phone Sales Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe May 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
June 2025 Inbound Phone Sales Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe June 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
💡 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 >