Inbound Phone Sales Foundations Training Course
$428 AUD ex GST per person (Discounts Available) teaching premium sales skills for inbound calls.
Master the Art of Inbound Sales with Confidence
Do you have employees who handle inbound phone calls where there is an opportunity to sell, upsell, cross-sell, or book appointments?
The Inbound Phone Sales Foundations course is a structured, practical training program designed to equip employees with premium phone-based sales skills.
Delivered over 2 x 3-hour sessions, this course provides a step-by-step approach to building confidence, improving sales performance, and mastering inbound sales conversations.
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 sales skills of Australian contact centres each month.
These standards have been refined over three decades and form the foundation of the Australian Call Centre Rankings, which assess the real-world performance of inbound sales teams nationwide.
Rather than relying on rigid scripts that feel forced, this course focuses on five core competencies and specific behaviours that help employees create seamless, natural sales interactions – where customers buy because they want to, not because they feel pressured.
By the end of this course, employees will have the skills and confidence to increase sales conversions, handle objections effectively, and create positive customer experiences – all while maintaining a natural, customer-first approach.
Learn more about the course by scrolling below or jump straight to a section:
Inbound Phone Sales Foundations 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 over two short, interactive sessions, your employees will learn how to build rapport, uncover customer needs, and handle objections with confidence.
Designed for Live Online Learning – Interactive & Engaging
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 Foundations course has been purpose-built for live virtual delivery, ensuring employees stay actively involved through real-time discussions, interactive exercises, and expert coaching.
Benefits of Online Training:
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.
Structured for better retention: Two 3-hour sessions allow employees to absorb key concepts without the fatigue of a full-day workshop.
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.
Who Should Attend?
The Inbound Phone Sales Foundations course is ideal for employees who speak with customers over the phone where there’s an opportunity to sell, upsell, cross-sell or secure bookings – whether in sales, service or support roles.
It’s the perfect fit for businesses looking to boost phone-based sales effectiveness by equipping employees with practical skills they can use immediately – from uncovering customer needs to confidently managing objections and guiding conversations to a successful outcome.
This training is delivered over 2 x 3-hour live online sessions, giving employees time to absorb, apply and refine their new sales techniques without the intensity of a full-day course.
This course is ideal for:
New employees who need a comprehensive, practical grounding in phone-based selling.
Experienced staff who would benefit from a structured refresh of proven sales fundamentals.
Teams gearing up for a new campaign, sales push or product/service launch and want to build strong foundations first.
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 builds the mindset and skillset to make it happen.
Whether your team is in sales, service or support, this course delivers the structure, language and confidence to turn everyday phone calls into real business opportunities.
What Your Employees Will Learn:
The Inbound Phone Sales Foundations course is designed to equip your employees with essential phone-based sales skills, helping them confidently handle inbound customer calls where there are sales, upsell, or cross-sell opportunities.
Through interactive discussions, real-world scenarios, and hands-on role-playing, employees will develop the techniques needed to create seamless customer interactions, boost sales conversions, and overcome objections effectively.
With a structured learning approach, this course ensures employees progressively build confidence and competence across two focused training sessions, leading to improved customer experiences and stronger sales results.
Key Course Outcomes Include:
Phone sales skills – Equip employees with the confidence and expertise to engage customers professionally, leading to increased sales conversions and more revenue for your business.
Objection handling and empathy – Teach employees how to navigate customer concerns and objections with confidence, reducing stress for staff while creating a more positive sales experience for customers.
Six Hours of Live Training Delivered Over 2 x 3-Hour Sessions
The public version of the Inbound Phone Sales Foundations training course is a 6-hour program, structured into 2 x 3-hour sessions to ensure employees can learn, practice, and apply their skills with minimal disruption to daily operations.
Session 1 – 3 Hours
The first session establishes the foundations of successful inbound sales, focusing on customer psychology, creating strong first impressions, and closing calls with impact.
Employees will learn industry-leading techniques that align with the ACXPA Phone Quality Standards, used to assess and rank contact centres across Australia.
1. The Psychology of Sales
This module sets the scene about what customers want and need to make a purchase based on decades of research. Employees will understand why the customer experience is crucial and how their role directly influences buying decisions.
2. How to Engage
Employees will learn how to create a strong first impression that builds trust and confidence, manage expectations, and demonstrate ownership and intent at the start of every call.
3. Better Needs Discovery
Employees will learn and apply techniques used by the FBI for enhanced customer conversations, helping them efficiently identify and confirm what customers wish to achieve through your products and services.
Session 2 – 3 Hours
The second session builds on the skills learned in session one, with a focus on advanced needs discovery, educating customers, and overcoming objections.
Employees will participate in role-playing exercises to reinforce these skills, ensuring they can apply them confidently in real-world sales interactions.
4. How to Educate Customers and Close the Deal
Participants will develop the skills to proactively educate customers through consistent checks of understanding, comfort, and suitability with key information and solutions provided.
5. How to Close Any Call
Employees will discover simple techniques to avoid awkward or clunky call endings, ensuring a warm farewell that includes strong final checks, expressions of gratitude, and confidence in the next steps.
6. Empathy and Objection Handling
Employees will learn how to use empathy to diffuse emotion, along with a powerful two-step process for responding to customer concerns and objections to increase conversion rates.
Compare Inbound Phone Sales Training Options
You're currently viewing the Inbound Phone Sales Foundations course – designed to provide deeper insights, more practice, and lasting behaviour change. If you need a quicker introduction or want advanced strategies for experienced teams, explore our Essentials 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 Inbound Phone Sales Foundations 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 | $428 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
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 >
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 >Pricing and Payment Options
The Inbound Phone Sales Foundations Training Course is just $428 per employee (ex GST) for a comprehensive 2 x 3-hour live online program that gives your employees the structure, confidence, and techniques to convert more inbound calls into sales.
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 the practical tools and behavioural foundations to consistently turn inbound calls into real revenue.
Need help or have questions?
Got questions about the Inbound Phone Sales Foundations 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 Foundations Course
All the publicly available Inbound Phone Sales Foundations 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 Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe May 2025 Inbound Phone Sales Foundations training course teaches premium sales skills to improve conversions on inbound phone calls, delivered via 2 x 3-hour sessions.
July 2025 Inbound Phone Sales Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe July 2025 Inbound Phone Sales Foundations training course teaches premium sales skills to improve conversions on inbound phone calls, delivered via 2 x 3-hour sessions.
💡 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 >