This course is rated 5.0 out of 5.0 from the 7 latest genuine reviews!
Inbound Phone Sales Essentials Training Course Introduction
The public May 2025 Inbound Phone Sales Essentials Training Course is a short, high-impact training session designed for employees handling (or about to handle) sales-related phone calls. In just 3 hours, your team will gain the skills and confidence to convert more inquiries into sales while delivering exceptional customer experiences.
Backed by the Australian Customer Experience Professionals Association (ACXPA) Phone Quality Standards, this course teaches proven sales techniques that have been refined over three decades.
These are the same behaviours assessed in the Australian Contact Centre Rankings, used by leading organisations to benchmark and improve their inbound sales performance.
Regardless of your industry or workplace – whether in a contact centre, office, or warehouse – your employees will learn a structured, natural approach that works for any product or service.
This is not about pushy sales tactics. Instead, we focus on a sales-from-service approach that engages customers, builds trust, and leads to more business.
With a direct impact on key success metrics like Sales Conversion, Sales Volume, Customer Satisfaction, Net Promoter Score (NPS), Call Quality, and Employee Engagement, this training ensures your employees are more effective and efficient when handling customer inquiries.
Expect an immediate uplift in performance as your employees gain the skills to engage customers confidently and persuasively.
Delivered in a single 3-hour session, your employees will develop the ability to connect with customers authentically – no scripts required! This leads to instant improvements in confidence, engagement, and sales results for your business.
May 2025 Inbound Phone Sales Essentials Training Course Fast Facts:
Designed for employees who handle inbound calls with sales opportunities, this May 2025 Inbound Sales Essentials public course provides practical, real-world techniques to improve sales conversations without feeling scripted or pushy.
Delivered in a single, high-impact session, your employees will learn how to build rapport, uncover customer needs, and confidently guide conversations to achieve better sales outcomes.
Learn premium inbound phone sales skills & methodologies that can be applied in any industry.
1 x 3-hour session (live facilitated training via Zoom).
Highly engaging training session (laugh and learn!).
Designed to deliver immediate results.
Purchase a ticket for one employee or send multiple employees!
Delivered live & online by one of Australia’s top sales and service trainers, Simon Blair!
Built Specifically for Live Online Learning – Highly Engaging & Interactive
We understand that online training can sometimes feel less effective than in-person sessions. However, when done right, it’s just as engaging and impactful – if not more!
The May 2025 Inbound Phone Sales Essentials public course has been purpose-built for live virtual delivery, ensuring employees stay actively involved through real-time discussions, interactive exercises, and expert coaching.
- Live, interactive training: Delivered via Zoom or Teams, employees engage in real-time discussions, breakout exercises, and hands-on activities.
- Engaging & practical approach: This isn’t a passive webinar – employees participate in role-plays, expert coaching, and scenario-based learning.
- Fits seamlessly into rosters: Just one 3-hour session makes it easy to schedule without disrupting daily operations.
- Train from anywhere: Whether in the office, at home, or across different locations, employees can join seamlessly with no travel required.
- Best-practice sales training: Aligned with the ACXPA Contact Centre Quality Standards, ensuring skills are backed by industry-leading methodologies.
Who Should Attend?
The May 2025 Inbound Phone Sales Essentials course is designed for employees who interact with customers over the phone where there is an opportunity to sell, upsell, cross-sell, or book appointments.
Whether your employees are in a dedicated sales role or handling service calls with sales potential, this course provides the skills and confidence needed to improve conversions, handle objections, and create a seamless sales experience.
Delivered in a single 3-hour session, this training fits easily into schedules while ensuring employees walk away with immediately applicable skills.
Typical roles that will benefit from this course include:
- Inbound sales representatives: Employees handling customer inquiries with sales opportunities.
- Customer service teams: Staff responsible for upselling, cross-selling, or offering value-added services.
- Support teams: Agents who assist customers but have opportunities to offer additional products or services.
- Receptionists & front desk staff: Handling bookings, inquiries, and potential sales conversations.
- Telephone account managers: Employees responsible for maintaining customer relationships and increasing sales.
- Any role requiring confident phone communication: If your team speaks with customers over the phone, this course will elevate their skills.
By the end of this course, your employees will have the confidence and skills to turn everyday phone conversations into positive customer experiences and increased sales opportunities.
What Your Employees Will Learn:
The May 2025 Inbound Phone Sales Essentials training course is the perfect way to learn the essential phone sales call behaviours and consumer sales psychology required to deliver superior phone experiences and sales outcomes.
There’s plenty of role-playing and practice built in to ensure 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 and be empowered with skills that will stay with them for life!
The May 2025 Inbound Phone Sales Essentials public course includes six modules, as outlined below.
1. Sales Psychology and Standards
A short exploration of what customers want and need to make confident buying decisions within a positive sales experience based on decades of research.
Includes an introduction to the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards and how they enable more effective call handling and delivery of premium sales experiences.
2. How to Engage
Your employees will learn how to create a strong first impression and customer focus by showing strong ownership and intent and how to manage expectations to build trust as the foundation for open conversations around their needs.
3. How to Discover Needs
We’ll teach your employees (and practice!) 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.
4. How to Educate
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.
5. 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.
6. 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.
Course Workbook Included!
We jam a lot into the three hours of live training, so it’s good to know that your employees will also be provided with a workbook they can download after the course that will serve as a great reminder of the framework they’ve learned, as well as some handy phrases to use with customers!
About Your Trainer – Simon Blair
The May 2025 Inbound Phone Sales Essentials training course is facilitated by Simon Blair, one of Australia’s leading Customer Service and Sales trainers.
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’.
Why Choose CX Skills?
At CX Skills, we focus on what we do best - delivering expert-led training in customer service, customer experience (CX), contact centres, workforce optimisation (WFM/WFO), and workplace wellness. Unlike generic training providers, our courses are developed and facilitated by industry professionals with real-world experience who know what it takes to succeed.
We’re the official training partner of the Australian Customer Experience Professionals Association (ACXPA), and we’re a small business, proudly Australian-owned and operated.
Trusted by hundreds of businesses and backed by outstanding customer testimonials, CX Skills ensures your team receives training that is practical, engaging, and designed for real-world success.
Rated 4.9 out of 5 from the latest 260 genuine reviews!
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Very Engaging!
16 March 2025
Great insight provided by Nant into how to identify issues in our personal and work life and then mechanisms/tips we can put in place to become more resilient.
Assistant Director
Department of Education, Australian Government
Response from CX Skills
Thanks Bre, glad to hear you and the team enjoyed the course – thanks for your assistance in coordinating the team!
Informative and Insightful
16 March 2025
I wasn’t sure what to expect but I was engaged for the entire session! Nant is a good deliverer of content and engaging in that she prompted you to answer honestly.
The content was easy to follow and actually motivated me to take the small steps needed for changing to achievable goals and mindset.
CCS Provider Helpdesk Operator
Department of Education, Australian Government
Response from CX Skills
Loved to here this Anderi, Nant does have a great way of breaking things into small achievable changes that can make a massive difference. Thanks for taking the time to leave a review!
Amazing Course & Trainer!
13 March 2025
The course was amazing, Nant made hard concepts so easy to understand by the way she worded things. She is a very intelligent person! Her knowledge of the human mind and how humans behave in a social setting was on point.
CCS Provider Helpdesk Operator
Department of Education, Australian Government
Response from CX Skills
Thanks Nina, we agree – Nant is like a walking encyclodedia of all things health and wellness but not in a nerdy way! Glad you enjoyed the course 🙂
Absolutely Recommended!
26 February 2025
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Customer Service
Reliable Roofing
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
A great course
24 February 2025
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
Customer Support Specialist
REA Group
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
This training session was awesome!
24 February 2025
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Customer Support Senior
Realestate.com.au
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
Friendly, Insightful, Professional
24 February 2025
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Customer Support Consultant
REA Group
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
Engaging and informative training sessions
20 February 2025
We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!
CX & Digital Manager
Sealy of Australia
Response from CX Skills
Thanks Michael, we had a great time designing and delivering your program – thanks for all your hospitality and having such an engaged team. We look forward to hearing about your successes!
Highly Recommend for any Contact Centre Leader
6 February 2025
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Head of Support
REA Group
Response from CX Skills
Thanks Michelle, Marc has a ton of experience and is passionate about helping others forge their career in the industry so thrilled to hear that the training hit the spot and their are some takeaways that you are already embedding!
Great Time Spent with Justin!
6 February 2025
The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.
The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.
Senior Customer Service Specialist
Viva Energy Australia
Response from CX Skills
Thanks Katie for the lovely review. Justin is certainly very passionate about all things contact centres and we’re thrilled to hear there were lots of takeaway!
Some of the Organisations We've Trained
We’re proud to have worked with a diverse range of organisations across multiple industries, sizes, and sectors. 👉 See the full list of our customers here >
Course Date and Time
The May 2025 Inbound Phone Sales Essentials course will be delivered online via Zoom at the following date and time:
- Date: Tuesday, 6th of May 2025
- Time: 09:30 to 12:30 AEST (Melbourne, Australia)
As a public course, we typically have 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 don’t suit? See what other sessions are available >
Pricing and Payment Options
The May 2025 Inbound Phone Sales Essentials Training course is $278 per employee ex GST for the entire 3 hours of facilitated learning (1 x 3-hour session).
Tickets can be purchased instantly for your employees at the top of this page using a credit card, or you can request 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 instantly save 25% off all CX Skills courses, plus membership includes 15 self-paced training courses. Learn More >
- Want to train all your phone-based employees? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
💡 Save 25% Instantly on This Course – and Every CX Skills Course!
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As a member of the Australian Customer Experience Professionals Association (ACXPA), you’ll unlock exclusive discounts, expert resources, and professional development opportunities to enhance customer interactions and service quality.
📢 Annual Memberships start from just $35 per employee – making it a smart investment whether you're upskilling yourself or training your team.
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