Inbound Phone Sales Essentials Course
$278 AUD per person
Inbound Phone Sales Essentials Training Course Introduction
The Inbound Phone Sales Essentials Training course is designed as a short-duration course (3 hours) for employees who handle (or are about to handle) sales-related phone calls.
The premium sales skills training taught in this course is aligned with the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards that have been refined and optimised over three decades to identify the specific behaviours that influence sales results.
It’s also the same framework used to assess the inbound sales performance of contact centres across Australia, with the results published monthly in the Australian Contact Centre Rankings.
Put simply, the course teaches premium call-handling sales skills that are proven to work for any product, service or industry, whether it’s in a contact centre environment or just answering the phone in your workplace (office, warehouse, etc).
It’s based on a sales-from-a-service paradigm that delivers high engagement with your customers (not hard, pushy tactics), resulting in happier customers and more business.
Sales Conversion, Sales Volumes, Customer Satisfaction, Net Promoter Score, Call Quality and Employee Engagement – however you measure your success, are all positively impacted as your employees learn to be more efficient and effective when customers contact your business looking for solutions to their needs.
Delivered over a single 3-hour session, we’ll teach your employees a structured yet natural approach (no scripts!) that encourages them to be themselves and build rapport with customers, delivering an immediate improvement in confidence for your employees and sales results for your business!
Inbound Phone Sales Essentials Training Course Fast Facts
Built Specifically for Online/Virtual Training!
This Inbound Phone Sales Essentials training course has been specifically adapted to be delivered virtually/online with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
With just one three-hour session, it makes it easy to schedule into rosters and get an immediate boost in your employee engagement and an increase in your sales results.
For Melbourne/Victorian based businesses, this course can also be delivered onsite for your employees (additional costs may apply) – please refer to our private training options below.
Course Overview
Learn more about the Inbound Phone Sales Essentials training course directly from the course designer and facilitator, Simon Blair.
Who is this course suitable for?
The Inbound Phone Sales Essentials Training course is suitable for any employees who have discussions with customers over the phone and have an opportunity to sell, whether it’s a product or service, upsell, cross-sell, etc.
The skills we teach are applicable to all industries, products and services!
Typical roles include:
- Office/Administration staff who take orders over the phone or have the opportunity to sell products/services to customers.
- Warehouse employees who handle sales calls from customers.
- Call centre agents working in a sales or service role.
- Customer service staff.
- Telephone account managers.
We also have a range of other courses that may be suitable for sales employees, including:
- Retail and Hospitality Sales & Service Essentials (includes body language and phone skills if you have in-person/face to face customers as well as over the phone).
- Inbound Sales Foundations (a six-hour version of this course delivered over 2 x 3-hour sessions providing time for additional insights and practice into sales skills that deliver results).
- Inbound Phone Sales PRO (the longer version of this course with nine hours of training delivered over 3 x 3-hour sessions to provide more in-depth training and time for additional role-playing and practice to embed the new skills)
What your employees will learn:
The 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 Inbound Phone Sales Essentials 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.
About Your Trainer
The 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’.
Customer Testimonials
Simon is a highly regarded and popular trainer, and a sample of feedback and customer testimonials from participants who have completed one of his courses is below. View all customer testimonials for Simon >
Customer Testimonials for this Course
Great content and trainer!
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.
Great support!
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
Skills for life!
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!
Great passion and program
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.
Great engagement
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.
Great model that works
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!
Great framework for sales or any work conversation!
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!
Results talk!
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.
Latest Customer Testimonials for Simon
Great course! Great Trainer
I recently completed a 3-part training course with Simon (Reception PRO). It was incredibly helpful and practical, significantly enhancing my communication and writing skills. I highly recommend this course to anyone looking to improve their communication abilities.
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
Valuable Insights and Engaging!
The presentation by Simon was excellent. Simon is a very enthusiastic presenter who presented the information content very well. I learned some valuable insights into customer service and techniques with engaging people. Well done 🙂
Exceeded My Expectations!
I would like to say that Simon Blair from CX Skills has exceeded my expectations in providing the training in 3 sessions. The training content was apt and is helping me with my interactions on day-to-day basis. The ease with which Simon trained us is exceptional.
Simon is an absolutely amazing trainer and educator!
Highly recommend Simon, his extensive knowledge and experience makes for really engaging and fun training sessions. He has an absolute passion seeing people excel at phone and sales skills. Highly recommend! Thanks again, Chris.
Thank you so much, great course!
I appreciate your time Simon, I have learned a lot and had fun in the process 🙂
Informative and fun!
Thanks for the training Simon, it was very informative and enjoyable!
Informative and Fun!
Simon was a very helpful coach who took great care in providing me with an enhanced understanding of customer service. The methods he taught me were followed by roleplay scenarios and the psychology involved. I greatly benefited overall as he gave me personalised application catered towards my job, with an in-depth reflection of previous difficult calls I received. Was both informative and fun. Would highly recommend.
Highly recommended, informative and well structured
I would highly recommend Simon Blair to anyone looking to enhance their customer service skills.
He presented the material in a clear and engaging way, making it easy to understand and keeping everyone involved.
The session was overall fun and informative, thanks to Simon’s excellent teaching style.
100% Recommended!
Many aspects of daily communication that we may use, or may never have experienced are broken down into usable and repeatable key points.
It’s been one week since the course and I have already found a notable difference in the manner clients respond to my attempts at communicating, after implementing skills discussed in the course.
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.
Our Recent Customers Include:
We're grateful to the following companies who have trusted CX Skills with their training. View our full customer list here >
How and when it’s delivered
The Inbound Phone Sales Essentials training course is delivered virtually/online via Zoom.
We offer this course both publicly and privately with the differences outlined below:
Public Courses
The Inbound Phone Sales Essentials training course is delivered virtually (live!) as a single three-hour session, making it easy to schedule into your schedule and get an instant boost in sales performance!
As a public course, the times and dates are fixed to enable you to plan ahead, and we typically run this course once every couple of weeks to enable you to plan ahead.
As the course content is consistent, it also serves as a great default component in your induction program, ensuring all your employees receive the same consistent training.
If you would like to have more flexibility on the dates, times, and content, please refer to our private options.
View available public dates at the bottom of this page!
Private Course Delivery
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.
Our private courses can deliver the same course with dates and times to suit you, and we can also include custom-built role plays, simulations, and call examples based on your business rather than the generic ones we use in our public courses.
And for larger groups, we offer some great volume pricing if you’d like to train your entire team!
Pricing and Payment Options
The Inbound Phone Sales Essentials Training course is $268 per employee ex GST for the entire three hours of high engagement facilitated learning (1 x 3-hour session).
Tickets can be purchased 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 save 25% off all CX Skills courses (including this one), 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.
Purchase a ticket now to the publicly available Inbound Phone Sales Essentials training course
You can purchase a ticket for your employee(s) on any of the course dates below.
Select the preferred date, and you can then purchase a ticket instantly with a credit card, or request an invoice on the checkout page.
New public course dates are published on a regular basis!
February 2025 Inbound Phone Sales Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe February 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
March 2025 Inbound Phone Sales Essentials
Online via Zoom Price: $278.00 AUD ex GSTThe March 2025 Inbound Phone Sales Essentials course helps employees build engagement with customers and increase sales opportunities (without the use of scripts!).
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.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
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.