Inbound Phone Sales PRO Training CourseÂ
$548 AUD ex GST per person (Discounts Available) teaching advanced, premium sales skills for inbound calls.
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 Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards – the industry benchmark used to assess and rank the inbound sales skills of Australian contact centres each month.
With over three decades of refinement, these standards ensure your employees learn best-practice techniques that maximise sales success.
Unlike traditional ‘sales training’ that relies on rigid scripts, this course focuses on 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 effortless buying experiences—without sounding pushy or robotic.
This service-driven sales method is ideal for teams that resist traditional sales techniques, as it empowers them to make more sales while simply providing great customer service.
By the end of the course, employees will be more confident, efficient, and effective in every sales interaction, increasing sales conversion rates, customer satisfaction, and job engagement—all while delivering an outstanding customer experience.
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.
Learn more about the course by scrolling below or jump straight to a section:
Inbound Phone Sales PRO Training Course Fast Facts
The Inbound Phone Sales PRO course is designed for employees who handle inbound sales opportunities over the phone and need to deliver a premium customer experience and advanced techniques to maximise conversions.
With a structured approach, this course teaches premium phone-based sales skills that can be applied across any industry, ensuring your employees engage customers confidently, uncover needs effectively, and close more sales.
Delivered over 3 x 3-hour interactive sessions, this training provides the perfect balance between learning, practice, and application – without disrupting daily operations.
Here’s why this course is the right choice for your team:
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.
Flexible Training Options – Online or Onsite
We understand that every business has different training needs, which is why the Inbound Phone Sales PRO course is available in both online/virtual and onsite delivery formats.
Choose the option that best suits your team, schedule, and budget.
Online Option – Flexible & Cost-Effective
The online version of this course is delivered over 3 x 3-hour live sessions (9 hours total), making it the preferred choice for most businesses. This format minimises operational disruption while maximising learning through short, highly interactive, and engaging sessions.
- Public Course: Delivered on three consecutive days (1 x 3-hour session per day).
- Private Course: Offers flexibility in scheduling, allowing you to choose a timeframe that best suits your business.
- Interactive & engaging: Features live discussions, role-playing, and expert coaching.
- Accessible from anywhere: Employees can participate from the office, home, or multiple locations.
Onsite Option – Immersive Full-Day Training
For businesses preferring in-person training, the onsite version of this course can be delivered at your premises as a single-day intensive program (9:00 AM – 5:00 PM). This option is only available for private bookings and allows for a fully immersive learning experience tailored to your team.
- Customised training: The onsite format allows for more tailored content and hands-on coaching.
- Full-day immersion: Ideal for teams wanting to complete the training in one session.
- Available for private bookings: Perfect for larger teams or businesses wanting a dedicated session.
Note: Travel costs may apply depending on your location, as trainers are not available in every state. Contact us to discuss availability and pricing.
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 fundamental skills and introduces higher-level sales techniques.
Unlike the shorter Inbound Sales Essentials (3-hour) or Inbound Sales Foundations (6-hour) courses, this course provides 9 hours of structured learning across 3 x 3-hour interactive sessions.
This additional training time allows employees to refine techniques, build confidence, and embed advanced skills that lead to higher conversions and better customer experiences.
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 advanced phone communication skills – If your team interacts with customers over the phone, this course will sharpen their ability to influence, persuade, and convert inquiries into sales.
By the end of this course, your employees will have advanced strategies to convert more inquiries into sales, handle objections with confidence, and create a positive, seamless customer experience—all while maintaining a customer-first approach.
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!
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.
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 interactive discussions, real-world scenarios, and hands-on role-playing, employees will develop the skills to improve sales conversions, overcome objections effectively, and enhance customer experiences.
This structured training is delivered over 3 x 3-hour interactive sessions, ensuring employees progressively build confidence and competence while embedding best-practice techniques aligned with the ACXPA Contact Centre Quality Standards.
Key Course Outcomes Include:
| Advanced phone sales skills | Equip employees with the confidence and expertise to lead high-converting sales conversations while maintaining a service-first approach. |
| Needs discovery mastery | Learn how to uncover what customers want to achieve before offering solutions, resulting in higher engagement and trust. |
| Handling objections like a pro | Teach employees how to navigate objections with confidence, using proven methods to reduce resistance and close more sales. |
| Interactive role-playing & real-world practice | Employees will apply their skills in a safe, fun, and highly engaging learning environment. |
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.
Nine Hours of Live Training Delivered Over 3 x 3-Hour SessionsÂ
The public Inbound Sales PRO course is structured over three highly interactive 3-Hour sessions, covering the eight essential modules required for success in inbound phone sales.
Each module is designed to progressively build confidence, skill, and expertise through expert coaching, real-world scenarios, and hands-on practice.
Session One (3-Hours)
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 Quality Standards
Introduction to the five core competencies of the ACXPA Contact Centre 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.
Session Two (3-Hours)
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.
Session Three (3-Hours)
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.
Real Results from Real Participants
Our Inbound Phone Sales PRO Course has helped countless employees improve their sales performance, customer interactions, and overall confidence. With proven techniques and industry-backed methodologies, our training consistently delivers results.
Below is a selection of recent testimonials from participants and managers who have experienced the transformation firsthand.
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.
Response from CX Skills
Thanks Ashley, glad to hear you enjoyed the course and yes, that module is very popular!
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.
Response from CX Skills
Thanks Chris for your lovely review – he really does have a passion for so we’re thrilled to hear you enjoyed the training and we wish you well for applying the skills to support the growth of your business!
5/5 course!
Would highly recommend this course to others. I found that that it was a very well-structured course that made it easy and effective to apply not only to work, but any aspect of life. Thanks Simon!
Extensive and Hands-on course
Great Course, hands-on phone course discussing essential and useful skills. Interesting information discussed with relevant examples to all types of work.
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. “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.
Private Training Options – Tailored for Your BusinessÂ
The Inbound Phone Sales PRO course is designed to provide structured, high-impact training for inbound sales conversations.
While the public courses are highly effective, some businesses prefer private training for a more tailored and confidential learning experience.
A private course allows you to:
✔ Schedule training at a time that suits your business.
✔ Keep training exclusive to your team for confidentiality and more focused learning.
✔ Customise content to address your unique sales challenges.
✔ Train your team together for maximum impact.
Onsite training is also available for businesses looking for an in-person experience (minimum numbers and additional travel costs apply).
📩 Contact us today to discuss pricing and availability for private training.
Compare Public versus Private Course Benefits
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Dates & Times | Fixed schedule | Fully flexible to suit your needs |
| Content | Standardised curriculum covering core skills | Customised to your business needs |
| Delivery Method | Live online | Live online or onsite |
| Cost | $548 per person ex GST | Discounts available for larger groups |
| Best For | Businesses needing to train a few employees | Companies looking for a customised, team-wide training solution |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
Contact Us >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.
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 >
About Your Trainer, Simon Blair
The Inbound Phone Sales PRO course has been designed by Simon Blair, one of Australia’s leading trainers for telephone sales.
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’.
Pricing and Payment Options
The price for this Inbound Phone Sales PRO course is $548 AUD per person ex GST for the entire nine hours of live online facilitated learning (3 x 3-hour sessions); however, discounts are available depending on the number of employees you would like to train.
Select the preferred date at the bottom of this page to purchase tickets to that course or speak to us about a private booking just for your employees.
Each employee who attends the training will receive:
- Nine hours of live, facilitated training.
- Course workbook containing key action points and prompters.
Payment for the course can be made by credit card, or you can request an invoice (payment must be received before the course commences).
Available Discounts
- Save 15%Â 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, plus membership includes 15 self-paced training courses and a host of other benefits. Learn More >
- Want to train your whole team or multiple employees? Â Contact us for volume discounts and availability.
Purchase a Ticket to a Public Inbound Phone Sales PRO Course
All the publicly available Inbound Phone Sales PRO courses are listed below – click on your preferred date to purchase tickets.
If you have larger numbers (more than 5) and would like more flexibility with dates and times, contact us for pricing and availability on a private course.
New public course dates are published on a regular basis!
May 2025 Inbound Phone Sales PRO
Online via Zoom Price: $548.00 AUD ex GSTBoost your employees’ sales performance and customer engagement with the May 2025 Inbound Phone Sales PRO training course - designed to equip phone-based employees with advanced skills to convert more enquiries into sales.
August 2025 Inbound Phone Sales PRO
Online via Zoom Price: $548.00 AUD ex GSTBoost your employees’ sales performance and customer engagement with the August 2025 Inbound Phone Sales PRO training course - designed to equip phone-based employees with advanced skills to convert more enquiries into sales.
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📢 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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