Do you have employees who work in phone-based roles where there is an opportunity to sell to customers (either directly or to upsell/cross-sell) or handle bookings and/or appointments?
Do you want to ensure your customers receive great customer service and that you make the most of every potential sales opportunity to generate additional revenue for your business?
The January 2025 Inbound Phones Sales Foundations training course is an extended version of our 3-hour Inbound Sales Essential courses, with six hours of training covering premium phone sales skills and how to handle objections delivered across 2 x 3-hour sessions.
The training is aligned to the Australian Customer Experience Professionals Association (ACXPA)Â 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 Australian contact centres that is published in the Australian Call Centre Rankings Report each month.
We don’t teach scripts (they don’t work), but rather we equip your employees with five core competencies and specific behaviours that will change your employee’s perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy without feeling like they are being ‘sold’ to and treated like a number.
Throughout the training your employees will be coached to progressively learn, build and apply new habits and skills that will transform their psychology and performance to positively impact your customers and business like never before.
So, if you’re looking for a great all-around course that will return the investment you make in training your employees with an immediate uplift in your sales performance, this is one course not to be missed!
Learn more about the course by scrolling below or jump straight to a section:
This course has been specifically adapted to be delivered online via Zoom (or Teams) for employees either at work or working remotely, with employee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods that enable your employees to learn their new skills progressively.
Being online, it is easily accessible to anyone with an internet browser, whether they are in the office or working remotely from home or across different locations.
The January 2025 Inbound Phone Sales Foundations training course will introduce and coach your employees through the essential behaviours needed for superior sales over the phone channel that trigger positive emotions and high levels of customer and employee engagement.
Two short, 3-hour modules enable you the flexibility to schedule the training with minimal disruption for your business and deliver improved learning outcomes that can be put to immediate use.
The January 2025 Inbound Phone Sales Foundations training course has been designed to improve performance for any employee who works in a role that interacts with customers over the phone where there are sales opportunities.
The 2 x 3-hour sessions have been designed to be delivered in a structured manner enabling your employees to learn and apply their new skills between the different modules.
The skills we teach are applicable to all industries, products and services!
Typical roles include:
The January 2025 Inbound Phone Sales Foundations course is designed to equip your employees with a set of essential phone skills they need to work in a role that involves working with customers on the phone where there are sales opportunities.
How to have better conversations that result in happier customers and more sales, along with skills to help them consistently perform at their best, are all covered in this course that pulls content from some of our most popular courses and rolls them into one!
There’s plenty of role-playing, interaction and practice included to ensure your employees can put their new skills to work with the training conducted in a safe, fun and welcoming online environment.
At the end of the course, your employees will be provided with a certificate of achievement, and most importantly, they’ll be empowered with new skills that will help them succeed in their roles and deliver improved outcomes for your business.
Key course outcomes include:Â
The public version of the January 2025 Inbound Phone Sales Foundations training course is a 6-hour training course spaced out over 2 x 3-hour sessions to minimise the impact on your operations and enable employees time to learn and apply their new skills in between each session.
This course can also be conducted privately, which provides greater flexibility with the dates, times and duration of the course (e.g. we could deliver one 3-hour session per week for two weeks, complete the sessions in two consecutive days, run the sessions only in the mornings or afternoons during your quieter periods etc.) and the content can be customised to suit your exact requirements.
The first session sets up the training so employees understand the science behind why customers purchase (but we make it fun!) and then we teach the two ‘book’ends of how to start and end calls.
The skills your employees are taught align with the Australian Customer Experience Professionals Association Quality Standards that are used to assess and rank contact centres in Australia for their phone sales skills.
This module sets the scene about what customers want and need to make a purchase based on decades of research, WHY the customer’s experience is everything and how crucial your employees’ interaction with the customer is in the purchasing process so they understand how and why this training is important!
How to create a strong first impression and have an impact at the start of any interaction by showing strong ownership and intent, managing expectations and building trust and confidence.
Your employees will learn how 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 second sessions teaches your employees how to get to the core of what a customer needs in order to provide the right solution for them, along with techniques on how to overcome objections.
Time is included for your employees to practice and role-play their new skills so they can hit the ground running!
Learn and apply techniques used by the FBI for enhanced customer conversations that efficiently and effectively identify and confirm what customers wish to achieve through your products and services.
Participants learn how to proactively educate customers through consistent checks of understanding, comfort, and suitability, as well as key information and solutions provided.
Your employees will learn how to use empathy to diffuse emotion along with a powerful two-step process for responding to customer concerns and objections.
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 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.
Some of the CX Skills Customers we've provided training for recently:
The January 2025 Inbound Phone Sales Foundations course is delivered online/virtually over two separate sessions (3 hours each session) on the dates and times below.
Tickets can be purchased at the top of this page (just select how many tickets you’d like to purchase).
Specific Dates & Times for this Course*
As a public course, attendee numbers typically vary between 3 and 20 attendees.
If we have less than three attendees booked, we may elect not to run the course if it will compromise the training experience for attendees. In that instance, we will provide you the option of a full refund or move you to the next available date.
Dates or times don’t suit you?Â
See what other sessions are available or contact us about a private course that is more cost-effective for larger groups and provides flexibility over the dates and times.
This course is available for private bookings!
The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.
The January 2025 Inbound Phone Sales Foundations training course is $428 AUD per employee ex GST for the entire six hours of online facilitated learning (2 x 3-hour sessions).
Tickets can be purchased instantly at the top of this page using a credit card, or you can request an invoice at checkout.
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Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
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.Â