Inbound Phone Sales PRO Training Course
$548 per person ex GST (Discounts Available)
Delivered via 3 x 3-Hour Sessions
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Master Inbound Sales – A Proven, High-Impact Training Program
Do you have employees handling inbound phone calls where there’s an opportunity to sell, upsell, cross-sell, or secure bookings? Are you looking to increase sales conversions while ensuring your customers receive an outstanding experience?
The Inbound Phone Sales PRO course is an advanced, structured training program designed to equip employees with premium phone-based sales skills.
Delivered over 3 x 3-hour live online sessions (or a 1-day onsite option), this course teaches a proven, customer-first approach to selling — without scripts or high-pressure tactics.
This training is aligned with the ACXPA Phone Sales Quality Standards — the industry benchmark used to assess and rank inbound phone sales skills in Australian contact centres each month. These same standards underpin the performance results featured in the Australian Call Centre Rankings.
With over three decades of refinement, these standards ensure your employees learn best-practice techniques that maximise sales success — while creating positive, effortless customer interactions.
Rather than relying on rigid scripts, the course develops five core competencies and specific high-impact behaviours that shift the focus from selling to helping customers buy.
Employees will learn how to naturally guide conversations, build rapport, uncover needs, and create seamless buying experiences — without sounding pushy or robotic.
This service-driven sales method is ideal for teams that resist traditional sales techniques, empowering them to make more sales simply by delivering great customer service.
By the end of the course, your team will be more confident, efficient, and effective in every sales interaction — driving higher conversion rates, customer satisfaction, and job engagement.
Inbound Phone Sales PRO Training Course Fast Facts
Advanced phone sales skills to engage customers confidently, uncover needs effectively, and close more sales.
The Inbound Phone Sales PRO course is designed for employees who handle inbound sales opportunities and need to deliver a premium customer experience while maximising conversions.
With a structured, proven approach, your team will learn advanced techniques to drive sales results — all without relying on rigid scripts or pushy tactics.
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.
Who Should Attend?
The Inbound Phone Sales PRO course is designed for employees who handle inbound phone calls where there are sales, upsell, cross-sell, or booking opportunities.
This course is ideal for businesses looking to elevate sales performance through structured, advanced training that builds on foundational skills and introduces higher-level techniques for increasing conversions and improving customer experience.
It’s perfect for teams handling inbound calls in industries such as financial services, health insurance, telecommunications, energy and utilities, education, travel and tourism, internet and tech providers, car dealerships, and other service-based or retail organisations where phone conversations influence customer decisions.
Typical roles that will benefit from this course include:
Designed for Live Online Learning – Interactive & Engaging
The Inbound Phone Sales PRO course is delivered live online over three engaging sessions, making it easy for your team to attend from the office, at home, or across multiple locations.
Far from your average webinar, this course is packed with real-time interaction — including breakout rooms, role-plays, group discussions and live coaching — all led by one of Australia’s most experienced sales trainers.
With proven outcomes and the flexibility of remote access, it’s an ideal solution for businesses looking to build advanced phone sales skills without the need for travel or disruption.
- ✅ Live, interactive delivery: Three x 3-hour sessions with expert coaching and hands-on practice
- ✅ Practical and engaging: Breakouts, role-plays, scenarios, and real-time group feedback
- ✅ No travel required: Join from anywhere with an internet connection
- ✅ Works for individuals or teams: No minimum enrolment for public courses
What Your Employees Will Learn
The Inbound Phone Sales PRO course is designed to provide employees with both essential and advanced phone sales skills, ensuring they confidently handle inbound customer calls where there are sales, upsell, cross-sell, or booking opportunities.
The public course is structured over three highly interactive 3-hour sessions, covering eight essential modules that build the mindset, behaviours, and confidence needed to succeed in inbound phone sales.
With a deeper focus on advanced conversation techniques, employees will learn how to uncover customer needs before even mentioning products or services — creating a seamless and natural buying experience.
Through expert coaching, real-world scenarios, and hands-on practice, employees will develop the skills to improve sales conversions, overcome objections effectively, and enhance customer experiences.
This structured training ensures employees progressively build competence and capability while embedding best-practice techniques aligned with the ACXPA Phone Sales Quality Standards.
The Psychology of Sales & Creating Premium Customer Experiences
This session sets the stage by exploring what drives customers to say “yes” — and how phone-based sales conversations can influence decision-making without pressure or gimmicks.
We’ll compare traditional vs. modern sales approaches, introduce the five ACXPA Phone Sales Quality Standards, and show how to establish trust, manage expectations, and make powerful first impressions.
Employees will participate in expert-led discussions, demonstrations, and live call simulations to embed early-stage selling behaviours that drive long-term conversion success.
1. The Psychology of Sales
This module explores what customers need from phone sales conversations to make confident buying decisions. Using decades of research, we compare traditional vs. modern sales methods and highlight the key skills and behaviours that drive sales success.
2. The ACXPA Phone Sales Quality Standards
Introduction to the five core competencies of the ACXPA Phone Sales Quality Standards. Employees will learn how these standards help maximise sales conversions and create premium phone sales experiences.
3. How to Engage
Employees will learn how to create a strong first impression, establish customer trust, and manage expectations. This module includes hands-on call sales simulations, group demonstrations, and individual practice to embed key skills.
Advanced Discovery & Sales Conversations That Build Buy-In
In this session, we focus on uncovering customer needs before offering solutions — a skill that separates transactional sellers from true professionals.
Employees will learn three advanced discovery techniques (including one adapted from FBI negotiation training), how to educate customers using clear, structured messaging, and how to close sales naturally while handling objections.
Real-time practice and targeted coaching help embed the core behaviours that lead to better engagement, fewer pushbacks, and more confident conversions.
4. How to Discover Needs
We teach employees three advanced discovery techniques (as used by the FBI) to improve conversations, mirror customer concerns, and confirm needs. This module includes trainer demonstrations and interactive practice exercises.
5. How to Educate & Close the Sale
Employees will develop the ability to educate customers with clear, structured information, using techniques such as pacing, pausing, and checking for understanding. We also teach natural methods for closing sales and overcoming objections.
Closing with Confidence, Clarity & Empathy
The final session brings everything together — from call control and tone to structured closings that leave a lasting impression.
Employees will refine their voice, energy, and delivery using vocal coaching, empathy strategies, and guided call closing frameworks. We also run end-to-end call simulations to test and refine all the skills learned so far.
This session builds capability, confidence, and consistency — helping employees end calls professionally and apply their new skills in real-world sales conversations.
6. How to Close the Call
Employees will learn three proven techniques to ensure professional, confident, and effective call endings. Rapid-fire practice sessions reinforce smooth call closing techniques across different customer scenarios.
7. Energy & Empathy
Employees will refine their tone, voice projection, and clarity, ensuring they consistently sound fresh, confident, and engaging. This module teaches vocal control and empathy techniques to improve phone-based sales delivery.
8. Bringing it all Together!
The final module allows employees to apply their new skills in full end-to-end role-play scenarios. This practice builds confidence and ensures they’re ready to implement their learning in real-world sales conversations.
What Your Team Will Walk Away With:
By the end of the course, your employees will have the skills, confidence, and techniques needed to convert more inquiries into sales, increase customer satisfaction, and enhance business outcomes.
Results Talk!
Hi Simon, thanks again for your support. Clearly, the 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 model is clear evidence that the quality and outcomes of those interactions are an extremely positive one.
Compare Inbound Phone Sales Training Options
You're currently viewing the Inbound Phone Sales PRO course – our most advanced training option for teams that want to build deep capability, confidence, and results in inbound phone sales. If you're looking for a faster refresher or more foundational support, check out our Essentials and Foundations options below.
Need something different? We also offer training for phone-based service teams, frontline roles, reception staff, and handling difficult customers. Explore all customer service courses →
About Your Trainer
The Inbound Phone Sales PRO course is designed and facilitated by Simon Blair, one of Australia’s most experienced and respected trainers in customer service and phone-based sales.
With over three decades of hands-on experience, Simon has coached thousands of sales professionals across Australia — helping them build confidence, improve conversion rates, and create standout customer experiences through proven, real-world techniques.
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’.
What Participants Say About Our Sales Training
Our sales training courses consistently receive outstanding feedback for their practical tools, engaging delivery, and ability to drive real performance improvements — fast.
From reception and customer service teams through to experienced contact centre sales reps, participants leave with renewed confidence, sharper skills, and clear frameworks they can use immediately. Here’s what recent attendees had to say:
Fun, engaging and very informative!
The psychology behind the way we speak to customers was my highlight! And I gained a lot of insight into how I can coach others through this.
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.
Extensive and Hands-on!
Great course, very hands-on phone that covered essential and useful skills for phone sales. Interesting information discussed with relevant examples to all types of work. Thanks!
A Fresh Take on Great Customer Experience!
After 17 years in various customer service roles and some of those years in an inbound call centre, I went into this experience sceptical I’d learn much new.
Imagine my surprise upon beginning this training with Simon and his fresh take.
Fiinnnaaalllyy, real-world, adaptable skills that make you sound like a person!
No scripts and no outdated droning statements that, lets face it, grind everyone’s gears like “is there anything else I can assist you with…..”
These skills will elevate my existing skills inside the customer experience bubble but have also already helped me with my social skills in the real world.
Thanks Simon!
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 Training & Support!
Thank you so much for your time today. It was an absolute pleasure to learn the phone 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 phone sales 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, this course will get you there.
Simon’s 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 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 model is clear evidence that the quality and outcomes of those interactions are an extremely positive one.
Trusted by Leading Organisations Across Australia
Hundreds of businesses — from local councils to national brands — have chosen CX Skills to upskill their teams with practical, real-world customer service training.
Need a More Flexible & Affordable Option?
While live training is always the gold standard for skill development, our Self-Paced Online Sales Pathway offers a practical alternative when time, budget, or scheduling are tight.
- Short, engaging video lessons (approx. 10 mins each)
- Workbooks, quizzes, and a certificate of completion
- Part of a growing library of 300+ on-demand courses
- Accessible anytime, anywhere – from any device
How and When It’s Delivered
The November 2025 Inbound Phone Sales PRO course is delivered live online via Zoom, making it easy for your team to participate from the office, home, or anywhere in between.
As a public course, your employees will train alongside professionals from other businesses — gaining fresh perspectives and building skills in a collaborative, interactive environment.
A Fresh Take on Great Customer Experience!
After 17 years in various customer service roles and some of those years in an inbound call centre, I went into this experience sceptical I’d learn much new.
Imagine my surprise upon beginning this training with Simon and his fresh take.
Fiinnnaaalllyy, real-world, adaptable skills that make you sound like a person!
No scripts and no outdated droning statements that, lets face it, grind everyone’s gears like “is there anything else I can assist you with…..”
These skills will elevate my existing skills inside the customer experience bubble but have also already helped me with my social skills in the real world.
Thanks Simon!
Secure Your Spot – November 2025 Session
Facilitated by Simon Blair, the November 2025 Inbound Phone Sales PRO course is $548 per person (ex GST) for nine hours of expert-led training, delivered live online across three highly interactive sessions.
There’s no minimum to attend — book just one seat or enrol your entire team. Either way, you’ll get a high-impact training experience designed to transform phone-based sales performance.
Choose your preferred payment method — 💳 credit card or invoice — and secure your place instantly with our simple online booking process.
Spots are limited for this public session — don’t miss out! 🚀
