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Inbound Sales Phone Professional Course

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June 2023 Inbound Sales Phone Professional Course Information

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The June 2023 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 five core competencies and specific behaviours within the Five Degrees methodology 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 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 customer’s contact you looking for solutions to their needs.

Delivered over 3 x 3-hour sessions across three weeks (one per week!), we’ll teach a structured, yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers that will result in increased sales opportunities.

Not only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling, but they’ll be armed with a set of behaviours that will deliver improved job satisfaction and business outcomes.

Inbound Sales Professional Training Course for call centres

June 2023 Inbound Sales Phone Professional Course Fast Facts

  • 3 x 3-hour modules (including plenty of practice time & demonstrations)
  • Delivered across 3 x 3-hour sessions to reduce operational impacts and maximise learnings. 
  • Includes an optional 30-minute private one-on-one coaching session for every course participant. 
  • Learn inbound sales skills & methodologies that can be applied across any industry.
  • Public and private training options are available.
  • Delivered live & online by Australia’s top Sales & Customer Service trainer, Simon Blair!

Optimised for online training!

This June 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 (Subject to COVID restrictions and additional travel costs may apply), please refer to our private training course options for further information.

Inbound phone sales online training course

Course Suitability

Call centre agent professional sales training course

The June 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 Booster course or for more generic customer service skills visit our Customer Service training courses.

What you’ll learn:

The June 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.

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 modules with an optional follow-up 30-minute coaching session for individuals to focus on key areas, the course includes six core modules delivered across three sessions.

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!

Bonus!

The June 2023 Inbound Sales Phone Professional Course includes an optional private one-on-one 30-minute session, two to three weeks post the training course, to ensure focus is maintained and new habits are formed.

About Your Trainer

The June 2023 Inbound Sales Phone Professional course has been designed by two of Australia’s leading Contact Centre & Customer Experience experts, Justin Tippett & Simon Blair who have combined their expertise to bring you the premier online facilitated training available in the marketplace today.

They have drawn on their more than 50 combined years of contact centre consultancy, management, and performance improvement experience to help teach and build habits in the most critical call handling behaviours that have already been used to transform thousands of staff across diverse operations into sales superstars.

The course will be facilitated live by Simon Blair who has trained thousands of agents across Australia and as well as being one of Australia’s top trainers, Simon is an avid podcaster, father of 4 and he’s a proud supporter of the North Melbourne AFL team (who is full of optimism for 2023!).

Simon Blair 2022 Profile Photo for CX Skills
Simon Blair, Australia's leading contact centre customer service trainer!

We’ve also got the Inbound Sales Essentials course, a single 3-hour session to supercharge your inbound sales performance. 

Inbound 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.

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.

CX Skills Australia Training Courses
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Based on 31 reviews
I recently had the privilege of attending Daniel Ord's workshop on "Managing Difficult Situations" hosted by Omni Touch, and it was nothing short of outstanding. Daniel's expertise and passion for the subject matter truly shine through in his teaching style, making it a transformative experience for all participants.From the moment the workshop began, Daniel's enthusiasm was infectious. He has an exceptional ability to convey complex concepts in an understandable and relatable way. I left the workshop with a profound understanding of how to navigate challenging scenarios, both in my professional and personal life.What truly sets Daniel apart is his commitment to engagement. Throughout the session, he encouraged active participation and created an inclusive atmosphere where questions and discussions were not just welcome but encouraged. It's evident that he genuinely cares about each participant's learning journey.The real-world examples and practical strategies shared during the workshop were invaluable. Daniel's ability to connect theory to practical application made the content highly relevant and actionable.The workshop was impeccably organized, and Daniel's presentation skills were top-notch. He kept the audience engaged and motivated throughout, making the entire experience enjoyable and enlightening.In conclusion, I cannot recommend Daniel Ord's workshops enough. If you're looking to enhance your skills in managing difficult situations, he is the go-to expert. Thank you, Daniel, for an enriching and eye-opening workshop. I eagerly look forward to attending more of your sessions in the future.If you're considering attending one of Daniel's workshops, don't hesitate – you won't be disappointed!
Response from the owner: Thanks so much for the lovely review Trisha! We're thrilled that you enjoyed the Managing Difficult Customers course and we are very lucky to have Daniel as one of our trainers - as you've articulated, we truly think he's the best in the business and testimonials such as yours certainly help confirm we are not alone in that thinking! For anyone reading this and considering the course, you'll find more information here: https://cxskills.com.au/managing-difficult-customers-course/
I highly recommend this training for anyone interested in a Customer Service role or wanting to improve their skills. Simon has a great understanding of what is required to achieve a high standard of Customer Service. I really enjoyed this training which was also delivered with a great sense of humour!
Response from the owner: Thanks Angela, Simon certainly has a great way of making learning fun! So glad you enjoyed the course and thanks for taking the time to leave a review!
The best course I have taken in 4 decades of customer service.
Response from the owner: Oh wow, thank you Alison! We really think Daniel Ord is the best customer service trainer in the world and we are very lucky to have him! We might be a little bias but we really think everyone who deals with customers should complete the Managing Difficult Customers course! Especially theses days with so much angst in the world with price increases, staff shortages, stock shortages etc! Thanks again for taking the time to leave a review 🙂
Great Contact Centre Management course. The trainer, Daniel well explained how contact centres works and this is exactly what I needed for my role. It was also great to learn practices and experiences from other trainees as well. Daniel, thank you for the wonderful training. I really enjoyed the 4 days!
Response from the owner: Thanks Kyoko, Contact Centre Management really is a skill that can be learnt with some fundamentals that apply to all centres. Good luck with your contact centre management journey, it's a great job when armed with the right skills which you've now got!
Great company to work with. Excellent training course with trainers that really bring the content to life!
Response from the owner: Thanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious!
Fantastic virtual environment. Daniel who hosted our course was well articulated and engaging. I thoroughly enjoyed participating in this CX course and feel ready to apply the skills I gained.
Response from the owner: Thanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂
Highly Recommended!
I've participated in several courses with CX Skills now, specifically with Daniel Ord as the instructor. Daniel has a wealth of knowledge around customer experience and his history in customer service is top notch. CX Skills has become my go to for my teams customer service and customer experience development.
Response from the owner: Thanks Todd, it was great to have you personally attend another one of our courses. You're right, we love working with Daniel as he's the best in the business with his experience, training style and passion a great combination. Thanks for the review and I look forward to seeing you on a course again in the near future when we train some of your frontline employees - Justin
Training with CX Skills is always engaging and worth every cent. The team are helpful and the lessons are practical and easy to translate into the workplace.
Response from the owner: Thanks Sheree for taking the time to leave us a review and glad you enjoyed the course!
Attended the Introduction to Contact Centre Management course – found it extremely informative and left with a much better understanding of the world I'm about to step into! The course was well structured and Justin was a great teacher. His wealth of knowledge (and passion) absolutely shone through. Am keen to learn more!
Response from the owner: Thanks Keira, was great to meet you on the course and I wish you all the best with the new adventure and hearing about your progress! - Justin
I did the management of contact centres four day workshop, it was fantastic! The facilitator was really engaging and explained everything from WFM to forecasting in a easy to understand manner. Highly recommend to anyone working in a contact centre environment!
Response from the owner: Awesome Jamie, thanks for taking the time to leave a review. Daniel is certainly very knowledgeable and passionate about contact centres so thrilled to hear you got a lot out of the course. We really do believe if there was one course any call centre Team Leader or Manager should attend in their career this would be it!
I had a fantastic learning experience with the half day Journey Mapping course. Shane was our trainer and explained things thoroughly, used great practical examples and helped through the exercise when needed. He was very knowledgeable and engaging. The group size was not too big so everyone was able to contribute online. I feel confident to 'give a journey map a go' now, thank you. Helen
Response from the owner: Thanks Helen, so great to hear. Journey Maps can often feel a bit daunting but when they are explained well and supported with some great examples it does give people the confidence they need to get cracking!
The Introduction to Contact Centre Management is an excellent course for those looking to understand contact centres from a helicopter view and benchmark their operations. From the fundamental pillars to critical KPIs and performance metrics that underpin almost every contact centre globally, Justin is personable and professional and speaks with authority on a topic he knows intimately.
Response from the owner: Thanks Jim for taking the time to provide a wonderful review. It was a pleasure having you and the team on the course. You've got a great team behind you so I look forward to hearing about your successes in the future as you roll out some of the new initiatives. - Justin
Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!
Response from the owner: Thanks Sam, was great to meet you on the Introduction to Contact Centre Managers course! Looking forward to staying connected and hearing about future successes with your career.
Response from the owner: Thanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture!
We have done a few training courses now through Justin and the CX Group.In these sessions the facilitator has been Dan Ord and Dans knowledge of the Contact Centre world is second to none. This was great for us as we attended as a team to ensure that the training that we received was able to be applied across my entire management team and also allowed me to drive the right outcomes based on Dan, Marcus and Justins advice and guidance.The best thing about this is that this was not one of those courses that you attend and then nothing more is said or done with this. . . Dan/Justin offer their email address so if you come up with additional questions later that you want guidance on you can ask and they are more than willing to assist.Dan, Marcus and Justin thanks for facilitating this training and we will sure be intouch for other training courses that we would like to run through the CX Group.Bec Goss
Response from the owner: Wow, thanks Bec! It's been great to spend some time with the Digicall Assist team and it's been our pleasure in helping you to continue your focus on upping the game for your customers!
This course is absolutely fundamental to anyone dealing with customer experience, the customer journey and also customer service departments. The course is packed with real life examples illustrating the 6 pillars of customer experience! Dan shares all his knowledge and expertise freely and with great love and enthusiasm for the subject matter!
Response from the owner: Thanks Marianne, was lovely to have your input and experience in the group. Dan is certainly very passionate about CX (and also with contact centres like you!) and I think you're spot on, the examples Daniel uses really does bring the course to life and make the learnings stick!
The CX Management Fundamentals course was exceptional, a balanced blend of best in-class examples and theory . Daniel was the utmost professional, sharing his wealth of knowledge in customer experience and contact centre management. Content was relevant and covered an array of business examples. A course that exemplifies two-way participation (no death by PowerPoint). The diverse group of attendees had the opportunity to share their experiences and knowledge, which was priceless. I highly recommend this course for anyone in the customer experience realm, even beginners like me.
Response from the owner: Thanks Rachael for your lovely review and for your input throughout the course. You're right, the combination of Daniel's training and learning from others is a great way to learn and build your network - you've now got some new CX friends from the UK, Malaysia, Germany, Budapest and the USA!
I learnt a lot about CX and the course gave me clarity on the 6 main competencies. The training was fun, enjoyable, I can recommend to anyone who is passionate about the "Customer" subject. Daniel is very knowledgeable and experienced, he used real life business examples to understand both the strategic and tactical elements of CX. He also involved us which generated even more credibility.
Response from the owner: Thanks Eva for your review and recommendation! We are thrilled you enjoyed the class (even though the time zones made it a bit more challenging for you in Budapest) and we are here to help when you take the next step and sit for the CCXP exam 🙂
I could not recommend this Company highly enough, I have now done two courses with the Fantastic Dan & Marcus and have taken so much away. I want to thank everybody involved with CX Skills.
Response from the owner: Thanks Rory, appreciate you taking the time to send us in a review!
Game-changing training and insight. Highly recommend CX Skills training program.
Response from the owner: Thanks so much Lee, your marketing insights also added a lot of value to the group and wish you all the best in implementing your new Quality program into the contact centre.
An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.
Response from the owner: Thanks Vanessa, so glad you could join us on the How to Design a QA program for contact centres and best of luck with the implementation!
Another great course put together by Justin presented by their partners at Omnitouch, Daniel and Marcus.The "How to Design a Quality Assurance Program for Contact Centres" was extremely fitting for our organisation as we transition to a new telephony system.The course was not one of those courses where they give you the answer and a few templates sending you on your way. Daniel and Marcus take you through why an appropriate framework should take into consideration the Organisations, Mission Statement, Values and Customer Service Charter.As the session was run via Zoom, it enabled and encouraged networking opportunities not only across Australia but also with International attendees. This was a fantastic benefit as it allowed us to draw on each others lived experiences.I really encourage you all to check out the courses and information that CX Skills has to offer as they are the best place to not only continue but to also start your learning and development!
Response from the owner: Thanks Adrian, really appreciate your detailed review. Having already completed our Contact Centre Management Fundamentals course a couple of months ago it was great to have you back for this course! The QA course is certainly one of our favourites as having the right framework in place really drives everything you do in your contact centre. And as you have pointed out, just handing out a scorecard and saying 'use this' rarely works. Defining what quality is to your business is the key, and then having the right frameworks in place to ensure you drive it delivers sustainable results so we look forward to hearing your progress as you implement your program!
Justin and the team at CX Skills have gone over and above the call of duty to deliver great Customer Service training to our entire Service Centre team. The training has been high quality, delivered remotely, and Justin has been extremely flexible with necessary changes to attendees due to operational requirements. I highly recommend CX Skills to assist with your training needs.
Response from the owner: Thanks Monica for the wonderful review. It's been a pleasure working with yourself, Todd and all of your wonderful staff in delivering our Managing Difficult Customers course to your entire team.
The training provided manages to take complex sales strategies and make them easy to understand and implicate 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 expand 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.I would recommend CX Group to anyone who will listen!
Response from the owner: Thanks Chris for your great review and so pleased you enjoyed the Inbound Sales Professional course with Simon. And we agree, once you've learnt the structure it makes sales a much more effective and enjoyable process!
I recently attended the Contact Centre Management Fundamentals course and found it extremely useful and relevant. Daniel was extremely knowledgeable on all topics and handled questions with ease. He was a great trainer and i found the session had a great mix to suit all learning styles. I have taken so much from this course, the networking opportunities as well as the CX website and associated resources. I highly recommend attending if you are looking to better understand contact centre management regardless of what level you work at.
Response from the owner: Thanks Nicole for your wonderful review! It was great to meet you on the course and I look forward to hearing about your future successes.
Thank you team-It has certainly changed the whole perspective on how I used to see and handle the issues not just at the workplace but also in day to day life. Very practical and informative course content delivered in a very professional way. I truely recomend everyone out there to use this platform.
Response from the owner: Thank you Badri. So great to hear you loved the Managing Difficult Customers course and that the learnings have helped you in both your work and personal life!
Justin created a great call centre fundamentals program for our organisation, based on the skill gaps needed filling. Although it was at the height of the Melbourne lockdown the session was still interactive, interesting and achieved the desired result.
Response from the owner: Thanks Sarsha, was great to meet you and the team and I wish you all the best on your customer experience and call centre journey!
Really enjoyed course on handling difficult customers. I came away with a number of tools that I can use not only with customers, but also day to day life.
Response from the owner: Thanks Katherine, we loved having you on the course and thanks for sharing some of your interesting stories and examples!
Response from the owner: Thanks Linda, great to have you in our course!
Justin from CX responded promptly to my training enquiry. He heard what we wanted and we discussed best way to present this during Melbourne Lockdown. He conducted the introduction to contact centre leadership remotely with a small group. He weaved his contact centre experience with humour and activities that were appropriate and engaging. At the end each person agreed that they learnt lots and were going to apply at least one thing back in their role. I would highly recommend CX and Justin for training and support.
Response from the owner: Thanks Kaylee, it was a pleasure to spend some time with the team and I'm sure with that level of enthusiasm and passion your contact centre will be in good hands for the future!
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How and when it’s delivered

The June 2023 Inbound Sales Phone Professional course is delivered online as three 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.

  • 1st session – Wednesday, 21st June 2023, 13:00 to 16:00 AEST (Melbourne, Australia)
  • 2nd session – Wednesday, 28th June 2023, 13:00 to 16:00 AEST (Melbourne, Australia)
  • 3rd session – Thursday, 29th June 2023, 13:00 to 16:00 AEST (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.

contact centre inbound sales training courses dates and times

Pricing and Payment Options

The June 2023 Inbound Sales Phone Professional course is just $497 per person ex GST for the entire 9 hours of facilitated learning (3 x 3-hour sessions) plus a bonus 30-minute private coaching session.

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.
phone sales training course

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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. 

Got questions about this course? Want to train your whole team or centre? Contact us at +61 3 9008 7287 between 8:30 am to 5:30 pm AEST/AEDT Monday to Friday or send us a message anytime >