Inbound Phone Sales Essentials Course

$247 AUD per person

Rated 5.0 out of 5
The Inbound Phone Sales Essentials training course has an average rating of 5.0 out of 5 stars
Very good0%

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 is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards that have been refined and optimised over three decades to identify the behaviours that influence results.

It’s also the same framework used to assess the sales performance of contact centres each month with the results published 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 sales results for your business!

Telephone Sales Training Course

Inbound Phone Sales Essentials Training Course Fast Facts

  • 1 x 3-hour session (includes facilitated learning & time for practice & demos).
  • Learn premium inbound sales skills & methodologies that can be applied in any industry to increase sales results.
  • Highly engaging training session (laugh and learn!).
  • Purchase a ticket for one employee or send multiple employees!
  • Delivered live & online by one of Australia’s top sales and service trainer, Simon Blair!

Built specifically for online training!

This Inbound Phone Sales Essentials training course has been specifically adapted to be delivered 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’s engagement and an increase in sales conversions/better customer experiences.

This course can also be delivered onsite for your employees (additional costs may apply) – please refer to our private training options below.

Online Training Course to phone sales

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?

Contact Centre Inbound Sales Booster Training course

The January 2024 Inbound Phone Sales Essentials Training course is suitable for any employees who have discussions with customers over the phone where there is 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.

If you already have some experience on the phones or are looking for something more in-depth sales training, visit our Inbound Phone Sales Professional course or for more generic customer service skills, visit our Customer Service training courses.

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!

1. How to Engage

How to nail the first 10-20 secs of any call and bridge to needs discovery with confidence.

2. Discover

Techniques to have better conversations to establish what customers want to achieve.

3. How to Close

How to make it easy for customers to buy in a way that makes them feel great about their decision and the experience.

Looking for alternative sales courses?

Check out our Inbound Sales Phone Professional course – delivered over 3 x 3-hour sessions (9 hours of total training) including additional modules and more time for participants to role-play and refine their skills. 

As well as a ready-made courses, we can also custom design a program specifically for your business – contact us for more information.

About Your Trainer

The January 2024 Inbound Phone Sales Essentials training course has been designed by Simon Blair one of Australia’s leading Customer Service and Sales trainers.

Simon has trained thousands of employees across Australia with a career spanning over 30 years. He’s also directly assessed over 50,000 phone calls that have enabled him to continually test and refine his training to ensure he doesn’t just teach theory, he teaches what works!

In his ‘day job’, Simon is General Manager, Quality Insights for the Australian Customer Experience Professionals Association (ACXPA), leading a team that measures and assesses the sales and customer service performances of contact centres across Australia as part of their Contact Centre CX Benchmarking Service so he’s shaping industry best-practice on a daily basis!

Simon Blair lives in Melbourne and outside of work, he’s kept busy as a father of 4 kids, including three teenagers and a 6-year-old, and as a coach of his twin girls footy team.

He also indulges his love of music when he can as a guitarist and singer-songwriter and is a passionate supporter of the North Melbourne Football Club (yes they do exist!).

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

Customer Testimonials 

Simon is a highly regarded trainer with a sample of feedback and customer testimonials below from participants who have completed one of his courses.  View all testimonials for Simon >

About CX Skills

CX Skills is a specialist training business that only delivers contact centre, customer experience, customer service, workforce optimization and workplace wellness courses designed and facilitated exclusively by industry professionals.

We're an accredited training provider 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
Excellent5.0 Based on 33 reviews fromTrisha BridgeTrisha Bridge ★★★★★ 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 ownerThanks 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: Angela CavallaroAngela Cavallaro ★★★★★ 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 ownerThanks 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! Kira DomanicoKira Domanico ★★★★★ Simon was great at delivering the course! I have learnt few essentials steps that have improved my confidence and the quality of my customer service! I highly reccomend his courses.Response from the ownerThanks Kira, great to hear you enjoyed the Customer Service Essentials course! We think Simon is pretty awesome so its always nice when people take the time to leave a review and let us know they also thought he was great! Alison JuchaAlison Jucha ★★★★★ The best course I have taken in 4 decades of customer service.Response from the ownerOh 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 🙂 Yvonne BilneyYvonne Bilney ★★★★★ Great course delivery and awesome techniques to use with customers.Response from the ownerThanks Yvonne, managing difficult customers is never fun but its a whole lot easier when you are provided with the rights skills. Glad to hear you enjoyed the course! K MK M ★★★★★ 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 ownerThanks 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! Joyi LuJoyi Lu ★★★★★ Great company to work with. Excellent training course with trainers that really bring the content to life!Response from the ownerThanks Joyi, it was a pleasure to have you on our Contact Centre Management Fundamentals course, your enthusiasm and passion is infectious! EloiseEloise ★★★★★ 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 ownerThanks Eloise, thrilled you enjoyed the course and put the skills learnt into action! We look forward to hearing about your future successes 🙂 Raheel AlmasRaheel Almas ★★★★★ Highly Recommended!Todd JohnsonTodd Johnson ★★★★★ 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 ownerThanks 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 Sheree LaursenSheree Laursen ★★★★★ 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 ownerThanks Sheree for taking the time to leave us a review and glad you enjoyed the course! Keira SmithKeira Smith ★★★★★ 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 ownerThanks 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 Jamie LeonardJamie Leonard ★★★★★ 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 ownerAwesome 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! GVW IntranetGVW Intranet ★★★★★ 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. HelenResponse from the ownerThanks 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! Jim RoddJim Rodd ★★★★★ 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 ownerThanks 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 Sam PetrouliasSam Petroulias ★★★★★ Justin offers such a wealth of knowledge and skills that can be applied to leaders in any business. Thank you Justin!Response from the ownerThanks 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. Dirk van NoortDirk van Noort ★★★★★ Response from the ownerThanks Dirk for attending the Introduction to Contact Centre Managers course. Good luck with your new business venture! Rebecca GossRebecca Goss ★★★★★ 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 GossResponse from the ownerWow, 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! Marianne RutzMarianne Rutz ★★★★★ 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 ownerThanks 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! Rachael LoweRachael Lowe ★★★★★ 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 ownerThanks 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! Eva PEva P ★★★★★ 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 ownerThanks 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 🙂 Rory LynchRory Lynch ★★★★★ 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 ownerThanks Rory, appreciate you taking the time to send us in a review! Lee SiefkenLee Siefken ★★★★★ Game-changing training and insight. Highly recommend CX Skills training program.Response from the ownerThanks 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. Vanessa GraltonVanessa Gralton ★★★★★ An absolutely fun and engaging learning session presented by Daniel. Would definitely recommend.Response from the ownerThanks 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! Adrian PowellAdrian Powell ★★★★★ 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 ownerThanks 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! js_loader

Our Customers Include:

We're grateful to the following companies who have trusted CX Skills with their training. See the full list here >

How and when it’s delivered

The Inbound Phone Sales Essentials training course is delivered via Zoom Teleconferencing and users will be sent the link the day prior to the course commencing.

We offer this course both publicly and privately with the differences outlined below:

Public Courses

The Inbound Phone Sales Essentials training course is delivered 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 typically, we run this course once a month.

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, 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 pricing!

Contact us about a private course >

Got an upcoming sales conference or event?

This course can be a great addition to any sales conference, event etc. to inject some energy into the day and equip your employees with some great skills to help generate more sales for your business.

It can be delivered as the standard 3-hour format, or we can adapt it to suit your schedule (more or less). Contact us for more information.

Pricing and Payment Options

The Inbound Phone Sales Essentials Training course is $247 per person ex GST for the entire 3 hours of 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% if you purchase three or more tickets in the same transaction.
  • Need to train your whole workforce? Contact us for volume pricing!

Want to Save 25% off all CX Skills Courses?

Members of the Australian Customer Experience Professionals Association (ACXPA) save 25% off all CX Skills courses for a full 12 months!

With annual memberships starting from just $197, it can be a great way to save money now on your training, plus, you'll gain access to a host of powerful membership benefits for your employees and business.

Do you have questions about this course? Want to train your whole team or centre?

Speak to a live person on +61 3 9008 7287 between 8:30 am to 5:30 pm AEST or AEDT (Melbourne, Australia) Monday to Friday or send us a message anytime >

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.

Just select the date and you can then purchase a ticket instantly with a credit card or you request an invoice on the checkout page.