The Inbound Sales Phone Professional training course has an average rating of 5.0 out of 5 stars!
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!).
December 2023 Inbound Phone Sales Professional Course Fast Facts
Optimised for online training!
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.
Course Suitability
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:
- Call centre agents working in a sales or service role
- Customer service staff who handle inbound sales calls
- Warehouse and administration employees who handle orders over the phone
- Telephone account management staff
- Admin and reception employees who handle inbound sales calls.
If you need the training delivered quicker, check out our Inbound Sales Essential course or for more generic customer service skills visit our Customer Service training courses.
What your employees will learn:
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:
Session One
1. Engage
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.
2. Energy, Empathy & Resilience
Breathing, the power of the pause to sell in the silence, staying resilient in the face of repetition, vibrant delivery with empathy.
Session Two
3. A Bridge to Conversation
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.
4. Discover
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.
Session Three
5. Educate & Close
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.
6. Bring it Together
Practice of entire calls; individual progress updates; priority next steps and action plans; Certificate of Achievement awarded!
About Your Trainer
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.
Inbound Phone Sales Professional Course Testimonials
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.
Great content and trainer!
12 February 2021
Review of Inbound Sales Professional (Private Course)
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.
Team Leader
Viking Cruises
Great support!
21 August 2019
Review of Inbound Sales Professional (Private Course)
Thank you so much for your time today. It was an absolute pleasure to learn the Five Degrees telephone sales method from you. I have since gone over all of the content you have sent through. Some fantastic information, material and examples in there. Thanks for making yourself available to assist me on this journey
Sales Customer Experience Trainer
Discovery Parks
Skills for life!
6 June 2019
Review of Inbound Sales Professional (Private Course)
Hi Simon, hope you are doing fine. I have moved out of and have since joined a new organisation but I wanted to tell you that the learning and insights from your sales training sessions are still really helping me in my day-to-day life. Also, I can actually implement the learnings here as well in my new role. I can not thank you enough for this!
International Leadership Recruitment
Korn Ferry
Great passion and program
10 February 2019
Review of Inbound Sales Professional (Private Course)
I feel that we are, as a business, we are in a better position than we were “BS” (Before Simon). Staff have a great foundation in appreciating the value and art of a buying process and sales conversation.
Thanks for your guiding hand and sharing your passion for the member experience with us. I for one, and I know many more, really do see the value in your process.
Branch Team Leader
RACT
Great engagement
18 June 2018
Review of Inbound Sales Professional (Private Course)
Overall everyone appears to be amazed by the engagement of staff with the Five Degrees 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.
Culture & Capability Advisor
Aurora Energy
Great model that works
3 March 2018
Review of Inbound Sales Professional (Private Course)
If you want to improve your sales team’s performance and build an engaging, supportive coaching environment, 5 Degrees will get you there.
Simons 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!
General Manager
RACT Member Contact Centre
Great framework for sales or any work conversation!
28 August 2017
Review of Inbound Sales Professional (Private Course)
OMG … Can I just say that I managed to use the 5 Degrees Sales conversation strategy from our training yesterday as an approach for a potentially difficult staff conversation, with HR attending & a support person for the staff member.
I blew them out of the water with such a relaxed, amiable and well-rounded meeting that was positive and productive! Using the 5 Degrees approach really provided the framework for me to make the meeting easy and to manage and lead to such great outcomes.
Thanks Simon, I really don’t think it would have gone so smoothly without the 5 Degrees sales experience you taught us being used in this way!
Operations Manager
Hunter TAFE NSW
Results talk!
2 February 2017
Review of Inbound Sales Professional (Private Course)
Hi Simon, thanks again for your support. Clearly, the 5 Degrees 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 Five Degrees sales model is clear evidence that the quality and outcomes of those interactions are an extremely positive one.
Group General Manager, Retail Network
RACT
About CX Skills
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.
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We're grateful to the following companies who have trusted CX Skills with their training. See the full list here >
How and when it’s delivered
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.
- 1st session – Tuesday, 12th December 2023, 13:00 to 16:00 AEDT (Melbourne, Australia)
- 2nd session – Wednesday, 13th December 2023, 13:00 to 16:00 AEDT (Melbourne, Australia)
- 3rd session – Thursday, 14th December 2023, 13:00 to 16:00 AEDT (Melbourne, Australia)
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.
Pricing and Payment Options
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).
Available Discounts
- Save 15% if you purchase 3 or more tickets in the same transaction (discount will appear on final checkout page)
- Contact us for larger groups/teams/centres discounts or private bookings.
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.
