Inbound Phone Sales Foundations Training Course
$428 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.
Master the Art of Inbound Sales with Confidence
The Inbound Phone Sales Foundations course is a structured, high-impact program designed for employees who handle inbound calls where there’s an opportunity to sell, upsell, cross-sell, or book appointments.
Delivered over 2 x 3-hour live online sessions, this course teaches a proven, step-by-step approach to boosting confidence, improving performance, and converting more sales — all while building trust with every customer.
At its core is a sales-from-service methodology — empowering employees to sell with authenticity, value, and care while creating natural, customer-first experiences.
Instead of relying on rigid scripts or generic techniques, this course develops five core competencies and the key behaviours that drive seamless, effective sales conversations — where customers choose to buy because it makes sense to them.
Built by one of Australia’s leading sales trainers and aligned with the ACXPA Phone Sales Quality Standards, the training draws on real-world experience, behavioural science, and thousands of analysed calls.
The same frameworks are used by top-performing brands featured in the Australian Call Centre Rankings to consistently increase conversions and customer satisfaction.
Whether your team is new to phone sales or experienced but underperforming, this course will reignite their motivation and provide a repeatable structure for success they can apply immediately.
Inbound Phone Sales Foundations Training Course Fast Facts
Build stronger sales conversations with proven techniques that feel natural — not forced.
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 over two short, interactive sessions, your employees will learn how to build rapport, uncover customer needs, and handle objections with confidence.
Who Should Attend?
The Inbound Phone Sales Foundations course is ideal for employees who speak with customers over the phone where there’s an opportunity to sell, upsell, cross-sell or secure bookings — whether in sales, service or support roles.
It’s the perfect fit for businesses looking to boost phone-based sales effectiveness by equipping employees with practical skills they can use immediately – from uncovering customer needs to confidently managing objections and guiding conversations to a successful outcome.
This training is delivered over 2 x 3-hour live online sessions, giving employees time to absorb, apply and refine their new sales techniques without the intensity of a full-day course.
This course is ideal for:
- 🧑💼 New employees who need a comprehensive, practical grounding in phone-based selling.
- 🔁 Experienced staff who would benefit from a structured refresh of proven sales fundamentals.
- 🚀 Teams gearing up for a new campaign, sales push or product/service launch and want to build strong foundations first.
Typical roles that will benefit from this course include:
Designed for Live Online Learning – Interactive & Engaging
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 Foundations 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 team will participate in breakout activities, scenario-based practice, role-plays and live demos — not just another passive webinar.
And with the flexibility of online access, employees can join from 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 hands-on exercises
- ✅ Engaging & practical approach: Role-plays, coaching and applied learning – no boring lectures
- ✅ Structured for better retention: Two 3-hour sessions that avoid full-day fatigue
- ✅ Train from anywhere: No travel required – perfect for remote and hybrid teams
- ✅ Best-practice sales training: Aligned with the ACXPA Phone Quality Standards
Designed for maximum engagement and real-world application, this training ensures employees leave with skills they can apply immediately to drive stronger sales outcomes.
Course Modules
The Inbound Phone Sales Foundations course equips employees with the essential skills and techniques needed to succeed in phone-based sales roles — whether they’re converting enquiries, upselling existing customers, or securing bookings.
Delivered over 2 x 3-hour live sessions, this format gives employees time to progressively learn, practise, and apply their skills — with minimal disruption to daily operations.
Through expert coaching, interactive discussions, hands-on role-plays, and real-world scenarios, employees will build the confidence and capability to engage customers naturally, overcome objections, and guide conversations toward stronger sales outcomes.
Content is aligned with the ACXPA Phone Quality Standards, helping your team meet industry benchmarks while improving conversion rates and customer satisfaction.
Every participant receives a Certificate of Achievement — and more importantly, walks away with practical, proven sales skills they can apply immediately to boost performance and drive better results.
Session 1 – 3 Hours
The first session lays the foundation for successful inbound phone sales by focusing on customer psychology, building rapport, and making strong first impressions. Employees will learn how to engage with empathy, clarity, and intent from the very first interaction.
They’ll explore structured techniques to uncover real customer needs and ask the right questions — setting the stage for confident, needs-based sales conversations.
This session also introduces frameworks aligned with the ACXPA Phone Quality Standards, the benchmark used to assess and rank contact centres across Australia.
1. The Psychology of Sales
This module sets the scene about what customers want and need to make a purchase based on decades of research. Employees will understand why the customer experience is crucial and how their role directly influences buying decisions.
2. How to Engage
Employees will learn how to create a strong first impression that builds trust and confidence, manage expectations, and demonstrate ownership and intent at the start of every call.
3. Better Needs Discovery
Employees will learn and apply techniques used by the FBI for enhanced customer conversations, helping them efficiently identify and confirm what customers wish to achieve through your products and services.
Session 2 – 3 Hours
Building on the foundations from Session 1, this session dives into advanced techniques for educating customers, handling objections with confidence, and guiding conversations toward clear sales outcomes.
Through live coaching and role-play exercises, employees will practise applying these skills in realistic scenarios — reinforcing their ability to convert inbound calls into meaningful business results.
4. How to Educate Customers and Close the Deal
Participants will develop the skills to proactively educate customers through consistent checks of understanding, comfort, and suitability with key information and solutions provided.
5. How to Close Any Call
Employees will discover simple techniques to avoid awkward or clunky call endings, ensuring a warm farewell that includes strong final checks, expressions of gratitude, and confidence in the next steps.
6. Empathy and Objection Handling
Employees will learn how to use empathy to diffuse emotion, along with a powerful two-step process for responding to customer concerns and objections to increase conversion rates.
What Your Team Will Walk Away With:
Compare Inbound Phone Sales Training Options
You're currently viewing the Inbound Phone Sales Foundations course – a great choice for building confident, customer-first sales conversations with time to practise and apply the techniques. If you need something quicker or more advanced, explore our Essentials 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 →
About Your Trainer
The Inbound Phone Sales Foundations 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’.
Private Training Options – Tailored for Your Business
The Inbound Phone Sales Foundations course is designed to provide structured, high-impact training for inbound sales conversations — helping your team build skills that convert more calls into real business results.
While our 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 the content to address your unique sales challenges.
- ✔ Train your team together for maximum impact and consistency.
Onsite delivery is also available for Melbourne and Victorian-based businesses looking for a face-to-face session (minimum numbers and additional travel costs apply).
📮 Contact us today to discuss pricing and availability for private training.
| Feature | Public Course | Private Course |
|---|---|---|
| Who Attends | Open to all companies and individuals | Your team only |
| Learning Environment | Gain new perspectives from peers across different industries | Tailored discussions and examples aligned to your specific needs |
| Dates & Times | Fixed schedule for easy planning | Flexible timing to suit your operations |
| Content | Structured curriculum covering proven techniques | Content can be tailored to your products, services, and team |
| Delivery Method | Live online (2 x 3-hour sessions) | Live online or onsite (2 x 3-hour sessions or customised format) |
| Cost | $428 per person ex GST | Quoted per session – more cost-effective for larger teams |
| Best For | Teams seeking a proven program with minimal setup | Organisations wanting a tailored, in-depth learning experience |
| Minimum Numbers | No minimum – book 1 or more employees | Minimum of 4 participants |
| View Upcoming Public Courses > | Learn More About Private Training > |
Not sure which option is best for your team? Contact us to discuss your needs, and we’ll help you choose the right solution.
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.
Pricing and Payment Options
Facilitated by Simon Blair, the Inbound Phone Sales Foundations course is $428 per person (ex GST) for six hours of expert-led training, delivered over two high-impact online sessions.
Book one ticket or enrol your entire team — there’s no minimum number to attend our public sessions.
Choose the public course date that suits you best and follow the simple steps to confirm your booking online.
💳 Credit card and invoice payment options are both available.
Secure your spot now — pick a date that fits and you're good to go! 🎯
Purchase a Ticket to a Public Inbound Phone Sales Foundations Course
All publicly available course dates are listed below. Simply click on your preferred session to purchase tickets instantly.
💳 Secure checkout is available via credit card, or you can request an invoice during the booking process.
Got questions about this course?
Want to train your whole team or explore a customised training solution?
Speak with us directly on +61 3 9008 7287 (Mon–Fri, 8:30am–5:30pm Melbourne, Australia) or send us a message.
New public course dates are published on a regular basis!
September 2025 Inbound Phone Sales Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe September 2025 Inbound Phone Sales Foundations training course teaches premium sales skills to improve conversions on inbound phone calls, delivered via 2 x 3-hour sessions.
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