The December 2023 Inbound Phone Sales Professional course will teach your phone-based employees (e.g. call centre, phone sales, admin team) a set of premium call handling sales skills and advanced behaviours needed for sales success that is proven to work for any product, service or industry.
The training is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards that has been refined and optimised over three decades, and is the same framework used to assess the sales performance of contact centres that is published in the Australian Contact Centre Rankings Report each month.
The five core competencies and specific behaviour taught to your employees will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy.
The ‘Buying’ versus ‘Selling’ method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers.
It’s a sales-from-a-service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion, Customer Satisfaction, Net Promoter Score, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customers contact your business looking for solutions to their needs.
Delivered over 3 x 3-hour sessions, we’ll teach a structured yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers, resulting in increased sales opportunities.
Not only will your contact centre (or any phone-based employees) come away with increased knowledge and skills in premium call handling, but they’ll also be armed with behaviours that will deliver improved job satisfaction and business outcomes (i.e. more sales!).
This December 2023 Inbound Sales Phone Professional course is optimised for online learning.
The online model enables employees to learn, apply and practice their new skills in between each session and as it’s delivered online, there is minimal downtime meaning it can easily be scheduled into shifts etc and delivered across multiple locations (e.g if some or all employees are working from home).
We do also offer this training course onsite and privately (Just for your employees).
Please refer to our private training course options for further information.
The December 2023 Inbound Sales Phone Professional Training course is designed for someone who already has some experience in handling phone calls, but they have never been taught or been expected to sell before – whether it’s selling a product or service, upselling, cross-selling etc.
The skills we teach are applicable to all industries, products and services!
Typical roles include:
The December 2023 Inbound Sales Phone Professional course will introduce and coach your employees through both essential and advanced behaviours needed for sales success and positive customer experiences that have been developed and refined over three decades and are aligned to the Australian Customer Experience Professionals Association (ACXPA) Quality Standards.
A deeper dive into the advanced conversation and needs discovery skills will help them to uncover what customers want to achieve and also what they need to buy BEFORE products and services are even mentioned.
There’s plenty of role-playing and practice built in to ensure agents 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.
Delivered as 3 x 3-hour sessions, the course includes six core modules:
An exploration of why customer’s buy; the first 30 seconds of conversation to personalise; How to build trust as the foundation for customer buying decisions.
Breathing, the power of the pause to sell in the silence, staying resilient in the face of repetition, vibrant delivery with empathy.
How to build and execute multiple 3-part bridging statements that manage customer expectations around your sales method to solidify trust and transition the call into a targeted conversation.
A deep exploration and practice in the art of conversation to get customers to reveal key insights into what they want to achieve and exactly what they need from you to make a decision to buy.
How to paint pictures in the mind of the customer with your words as to how your product/service will deliver what they wanted to achieve; how to ask for the business; how to validate the buying decision; how to show true appreciation to finish the call.
Practice of entire calls; individual progress updates; priority next steps and action plans; Certificate of Achievement awarded!
The Inbound Sales Phone Professional course has been designed by Simon Blair one of Australia’s leading trainers for telephone sales.
Simon has trained thousands of agents across Australia with his career spanning 30 years. He's also directly assessed over 50,000 phone calls that have enabled him to continually test and refine his training to ensure he doesn't just teach theory, he teaches what works!
Simon Blair lives in Melbourne and outside of work he's kept busy as a father of 4 kids, including 3 teenagers and a 5-year-old, and as a coach of his twin girls footy team.
He also indulges his love of music when he can as a guitarist and singer-songwriter and is a passionate supporter of the North Melbourne Football Club (yes they do exist!).
You’ll also often find Simon talking on a Podcast or two and he often shares his experience via the Australian Customer Experience Professionals Association (ACXPA) or on LinkedIn.
We’ve received great feedback and testimonials from participants and managers who implemented the Inbound Sales Phone Professional training with a selection of recent testimonials below.
CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're an accredited training provider of the Australian Customer Experience Professionals Association (ACXPA) and we are proudly Australian owned and operated.
We’re grateful to have been trusted by hundreds of customers and we’re proud of the amazing customer testimonials we’ve received so you can rest assured that when you book a training course with CX Skills, your training is in good hands.
The December 2023 Inbound Phone Sales Professional course is delivered online as 3 x 3-hour modules (a total of 9 hours of live training).
This is a public course meaning it is available for anyone to book and the times and dates are fixed to enable you to plan ahead.
You can purchase a ticket for one employee or purchase multiple tickets and send part of (or all) of your team.
Dates don’t suit? Click here to see other options >
Want a private class? If you would like to have more flexibility on the dates and times or would like some cost-effective options for training larger numbers please contact us.
The December 2023 Inbound Phone Sales Professional course is just $497 per person ex GST for the entire 9 hours of facilitated learning (3 x 3-hour sessions).
Tickets can be purchased using a credit card or by requesting an invoice on checkout (the invoice must be paid in full prior to the course commencing).
Want to Save 25% off all CX Skills Courses?
Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!
With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.