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The Inbound Sales Phone Professional training course has an average rating of 5.0 out of 5 stars!
The February 2024 Inbound Sales Phone 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 Standards used to assess the sales performance of contact centres that are published in the Australian Call 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 learns to be both more efficient and effective when customers contact your business looking for solutions to their needs.
Delivered virtually over 3 x 3-hour sessions (or 1 x 8 hours onsite), 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!).
February 2024 Inbound Phone Sales Professional Fast Facts
Optimised for Online/Virtual Training
This public course is delivered as a live online/virtual training course.
Online/Virtual Training Dates and Times
This February 2024 Inbound Phone Sales Professional is delivered virtually via 3 x 3-hour sessions (9 hours in total) and is the preferred option for the majority of our customers as it enables us to keep the costs low and maximise learnings in short, highly interactive and engaging sessions that also help minimise the impact to your business.
It’s delivered on three separate days (1 x 3-hour session each day) with the specific dates and times as follows:
- 1st session – Tuesday, 13th February 2024, 13:00 to 16:00 AEDT (Melbourne, Australia)
- 2nd session – Wednesday, 14th February 2024, 13:00 to 16:00 AEDT (Melbourne, Australia)
- 3rd session – Friday, 16th February 2024, 13:00 to 16:00 AEDT (Melbourne, Australia)
If the above dates and times don’t suit, check other available options or talk to us about a private session (below).
Onsite and Private Options
The Inbound Phone Sales PRO course can also be delivered onsite at your premises as a single, 8-hour course. We can also provide a private virtual session (just for your employees) with session times and dates to suit you.
Onsite training may incur additional travel costs depending on your location (as we don’t have trainers available in every state).
Course Overview
Learn more about the Inbound Sales Phone Professional training course directly from the course designer and facilitator, Simon Blair.
Course Suitability
The February 2024 Inbound Sales Phone Professional Training course is designed for employees of any age and experience level who receive inbound sales opportunities over the phone – whether 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 an inbound sales, online quotes, solutions etc. role.
- Call centre agents working in a customer service role where there is an opportunity to upsell or cross-sell.
- Customer service employees who handle inbound sales calls.
- Warehouse and administration employees who handle orders over the phone.
- Telephone account managers.
If you are looking for a shorter option, we also have the Inbound Phone Sales Essentials course, a single three-hour course that teaches the core fundamentals.
Working in phone sales can be challenging for your employees, so we’ve also got the Inbound Phone Sales Foundations course, which is the same duration as this course but also includes a focus on resilience and wellbeing skills.
What Your Employees Will Learn
The February 2024 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.
The skills taught are aligned with 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.
Plenty of role-playing and practice is built to ensure your 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.
Delivered as 3 x 3-hour online/virtual sessions, the course includes eight core modules:
Session One
1. The Psychology of Sales
This module explores what customers want and need from their phone sales conversations with you in order to make confident buying decisions within a positive experience, all based on decades of research.
We compare and contrast traditional and modern sales methods and what are the key skills and behaviours the best sales people in the world use to achieve success.
2. The ACXPA Quality Standards
Introduction & exploration of the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards.
We reveal how the standards, when working together, help staff and teams deliver premium phones sales experiences that maximise conversion of enquiries to sales.
3. How to Engage
Your employees will learn how to create a strong first impression and customer focus by showing strong ownership, intent and how to manage expectations to build trust as the foundation for open conversations around their needs.
A range of call sales simulations will be run for both group demonstration and lots of individual practice in the use of the key skills and behaviours learnt to better engage customers to set up sales success.
Session Two
4. How to Discover Needs
We’ll teach your employees 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.
The trainer will demonstrate these more advanced needs-based sales techniques required across a range of scenarios to highlight their effectiveness in personalising the sales experience and in establishing key customer buying triggers.
Individuals will then practice extensively with each other to develop some new habits and capability within the session.
5. How to Educate & Close the Sale
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.
Clarity, Pacing, Pausing, and consistent checks for questions, comfort and suitability are the key skills and behaviours covered to help customers better evaluate the solutions presented.
We also explore how ‘asking for the business’ by staff becomes a simple and natural next step of the sales call process and teach participants how to respond to any customer objection they may receive.
Session Three
6. 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.
7. 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.
They will learn how to consistently sound fresh, engaging and empathetic (even when tired or worn down!) whilst projecting more confidence and clarity with each customer interaction.
8. Bringing it all Together!
Your employees will have a chance to extensively practice all of their newly learnt telephone sales skills through their role-playing of complete end-to-end sales calls with each other and the trainer.
This will enable them to build greater confidence in applying their new call habits so they are ready to ‘hit the ground running’ and make an immediate impact on their customers, sales outcomes and your business.
About Your Trainer, Simon Blair
The February 2024 Inbound Sales Phone Professional course is facilitated by Simon Blair one of Australia’s leading trainers for telephone sales.
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’.
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 customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official training partner 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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Pricing and Payment Options
The February 2024 Inbound Phone Sales Professional course is just $497 per employee ex GST for the entire 9 hours of live, 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% when booking for three or more staff in the same transaction (note: the discount will be applied on the final checkout page, and no other discounts apply).
- ACXPA Members save 25% off all CX Skills courses for 12 months. Learn More >
- Want to train your whole team or clinic? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
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With annual memberships starting from just $35 per employee, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.
