Inbound Phone Sales Essentials Course October 2025
$278 per person ex GST (Discounts Available)
Delivered via 1 x 3-Hour Session
ACXPA Certified: This course is officially certified by the Australian Customer Experience Professionals Association.
Teach Your Team to Sell with Confidence — Without the Sleaze
The October 2025 Inbound Phone Sales Essentials course is a focused, high-impact training session designed for employees who handle inbound calls where there’s an opportunity to sell, upsell, cross-sell, or book appointments.
In just one 3-hour live online session, your team will learn how to connect with customers, uncover their real needs, and guide conversations naturally toward stronger sales outcomes — all while creating positive, trust-building experiences.
This isn’t your typical high-pressure, script-heavy sales training.
At the core of this course is a sales-from-service approach — a modern, human-centred way to sell that prioritises value, authenticity, and connection. Your team won’t just learn what to say; they’ll learn how to say it with clarity, confidence, and care.
Delivered by one of Australia’s top sales trainers and aligned with the ACXPA Phone Sales Quality Standards, this course is built on decades of real-world experience, behavioural science, and thousands of analysed calls.
The same sales techniques are used by high-performing brands featured in the Australian Contact Centre Rankings, helping them consistently boost conversion rates and customer satisfaction.
No scripts. No sleaze. No fluff.
Just practical, proven techniques your team can use immediately — from the very next call.
Whether they’re new to sales or experienced but stuck in a rut, this course will reignite their motivation, sharpen their technique, and give them a repeatable, proven structure for success.
Inbound Phone Sales Essentials Training Course Fast Facts
Give your team the tools to sell with confidence – minus the scripts.
Designed for employees who handle inbound calls with sales opportunities, this 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.
Course Suitability
The Inbound Phone Sales Essentials course is ideal for employees who take inbound calls with the potential to convert, upsell, cross-sell, or book appointments.
Whether you’re onboarding new staff or refreshing the skills of an existing team, this training delivers proven sales techniques and communication strategies they can apply immediately — without relying on scripts or pushy tactics.
Delivered as a single 3-hour live online session (or private onsite option), it’s designed to create maximum impact with minimal disruption to operations.
The skills are transferable across any industry where inbound calls present a chance to drive revenue and create stronger customer connections.
Typical roles that will benefit from this course include:
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 Inbound Phone Sales Essentials course has been purpose-built for live virtual delivery, ensuring employees stay actively involved through real-time discussions, interactive exercises, and expert coaching.
Delivered via Zoom or Teams, your employees will participate in hands-on learning with breakout activities, scenario-based practice, and live demonstrations — not just another passive webinar.
And with the flexibility of online access, your team can join from anywhere — whether they’re in the office, at home, or across multiple locations — making it a convenient and cost-effective solution for businesses of all sizes.
- ✔️ Live, interactive training — real-time discussions, breakouts, and activities
- ✔️ Engaging & practical approach — no boring lectures, just applied learning
- ✔️ Fits seamlessly into rosters — 1 x 3-hour session with minimal disruption
- ✔️ Train from anywhere — no travel required, perfect for hybrid and remote teams
- ✔️ Best-practice sales training — aligned with the ACXPA Phone Quality Standards
Designed for maximum engagement and real-world application, this training ensures employees walk away with practical skills they can apply immediately to drive better sales outcomes.
What Your Employees Will Learn
The Inbound Phone Sales Essentials course is the perfect way to build your team’s confidence and capability in phone-based sales conversations — with a focus on human connection, trust, and value-based selling.
Employees will learn the essential behaviours, psychology, and structure behind effective sales calls, helping them engage customers, uncover needs, and guide conversations toward better outcomes.
The session includes plenty of role-playing and guided practice in a safe, supportive online environment — so participants can apply the skills immediately and feel confident using them on the very next call.
At the end of the session, trainees will receive a certificate of achievement and walk away with real-world sales skills they’ll actually remember and use.
The course includes six practical modules, each focused on a core aspect of inbound phone sales success:
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.
Course Workbook Included!
We pack a lot of value into just three hours – so every participant also receives a downloadable course workbook after the session.
It’s a practical resource that reinforces the techniques learned, outlines the sales call framework, and includes handy phrases your team can use right away to handle calls with more confidence and clarity.
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.
The modules are designed to have an immediate impact — helping your team improve conversion rates, build stronger customer relationships, and feel more confident guiding conversations toward successful sales outcomes.
About Your Trainer
The Inbound Phone Sales Essentials training course is designed and facilitated by Simon Blair , one of Australia’s most experienced and engaging phone sales and service 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’.
Compare Inbound Phone Sales Training Options
You're currently viewing the Inbound Phone Sales Essentials course – perfect for getting started quickly with core sales call skills. If you're after a more comprehensive training experience with extra time for deeper learning and hands-on practice, explore our Foundations and PRO options below.
Not quite the right fit? We also offer training for phone-based staff, frontline teams, reception roles, and managing difficult customers. Explore all customer service courses →
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
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.
Planning a Sales Conference or Team Event?
This short course is a brilliant way to energise your next sales event or team day. It delivers practical skills your employees can use immediately to boost sales conversations and outcomes.
We can deliver it in the standard 3-hour format or tailor the content and duration to fit your agenda — whether you need a sharp 60-minute session or a full interactive workshop.
Contact us to discuss how we can bring the training to your next event.
How and When It’s Delivered
The October 2025 Inbound Phone Sales Essentials course is delivered live online via Zoom, making it easy for your team to attend from the office, home, or anywhere in between.
As a public course, your employees will train alongside professionals from other businesses — adding fresh perspectives and creating a collaborative, interactive learning environment.
October 2025 Session Details
📅 Date: Tuesday, 7th October 2025
⏰ Time: 13:30 – 16:30 AEST (Melbourne, Australia)
📍 Delivery: Live Online via Zoom
🎓 Facilitator: Simon Blair — one of Australia’s top sales and service trainers
This is a public course, so participants from any organisation are welcome to attend — no minimum numbers required.
Buy one ticket or register your entire team — it’s flexible to suit your needs.
💳 Credit card and invoice payment options available at checkout.
Secure your spot now — choose this session and get ready to sell with confidence! 🎯
