Inbound Phone Sales Foundations Training Course
Do you have employees who work in phone-based roles where there is an opportunity to sell to customers (either directly or to upsell/cross-sell) or handle bookings and/or appointments?
Do you want to ensure your customers receive great customer service and that you make the most of every potential sales opportunity to generate additional revenue for your business?
The Inbound Phones Sales Foundations training course is an extended version of our 3-hour Inbound Sales Essential courses, with six hours of training covering premium phone sales skills and how to handle objections delivered across 2 x 3-hour sessions.
The training is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards that has been refined and optimised over three decades, and is the same Standards used to assess the sales performance of Australian contact centres that is published in the Australian Call Centre Rankings Report each month.
We don’t teach scripts (they don’t work), but rather we equip your employees with five core competencies and specific behaviours that will change your employee’s perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy without feeling like they are being ‘sold’ to and treated like a number.
Throughout the training your employees will be coached to progressively learn, build and apply new habits and skills that will transform their psychology and performance to positively impact your customers and business like never before.
So, if you’re looking for a great all-around course that will return the investment you make in training your employees with an immediate uplift in your sales performance, this is one course not to be missed!
Learn more about the course by scrolling below or jump straight to a section:
Inbound Phone Sales Foundations Training Course Fast Facts
Optimised for online learning (virtual training)
This course has been specifically adapted to be delivered online via Zoom (or Teams) for employees either at work or working remotely, with employee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods that enable your employees to learn their new skills progressively.
Being online, it is easily accessible to anyone with an internet browser, whether they are in the office or working remotely from home or across different locations.
The Inbound Phone Sales Foundations training course will introduce and coach your employees through the essential behaviours needed for superior sales over the phone channel that trigger positive emotions and high levels of customer and employee engagement.
Two short, 3-hour modules enable you the flexibility to schedule the training with minimal disruption for your business and deliver improved learning outcomes that can be put to immediate use.
Course Suitability
The Inbound Phone Sales Foundations training course has been designed to improve performance for any employee who works in a role that interacts with customers over the phone where there are sales opportunities.
The 2 x 3-hour sessions have been designed to be delivered in a structured manner enabling your employees to learn and apply their new skills between the different modules.
The skills we teach are applicable to all industries, products and services!
Typical roles include:
- Call centre agents working in a dedicated sales role where customers are calling inbound (i.e. customers are calling your business).
- Customer Service staff who have the opportunity to cross-sell or upsell.
- Support teams that handle customer service and sales opportunities.
- Receptionists/Front-of-house roles that handle bookings and appointments.
- Telephone account managers.
- Frontline staff who interact with customers over the phone.
What your employees will learn:
The Inbound Phone Sales Foundations course is designed to equip your employees with a set of essential phone skills they need to work in a role that involves working with customers on the phone where there are sales opportunities.
How to have better conversations that result in happier customers and more sales, along with skills to help them consistently perform at their best, are all covered in this course that pulls content from some of our most popular courses and rolls them into one!
There’s plenty of role-playing, interaction and practice included to ensure your employees can put their new skills to work with the training conducted in a safe, fun and welcoming online environment.
At the end of the course, your employees will be provided with a certificate of achievement, and most importantly, they’ll be empowered with new skills that will help them succeed in their roles and deliver improved outcomes for your business.
Key course outcomes include:
Six hours of live training delivered over 2 x 3-Hour sessions
The public version of the Inbound Phone Sales Foundations training course is a 6-hour training course spaced out over 2 x 3-hour sessions to minimise the impact on your operations and enable employees time to learn and apply their new skills in between each session.
This course can also be conducted privately, which provides greater flexibility with the dates, times and duration of the course (e.g. we could deliver one 3-hour session per week for two weeks, complete the sessions in two consecutive days, run the sessions only in the mornings or afternoons during your quieter periods etc.) and the content can be customised to suit your exact requirements.
Session 1 - 3 Hours
The first session sets up the training so employees understand the science behind why customers purchase (but we make it fun!) and then we teach the two ‘book’ends of how to start and end calls.
The skills your employees are taught align with the Australian Customer Experience Professionals Association Quality Standards that are used to assess and rank contact centres in Australia for their phone sales skills.
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, WHY the customer’s experience is everything and how crucial your employees’ interaction with the customer is in the purchasing process so they understand how and why this training is important!
2. How to Engage
How to create a strong first impression and have impact at the start of any interaction by showing strong ownership and intent, managing expectations and building trust and confidence.
3. How to Close any Call
Your employees will learn how to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
Session 2 - 3 Hours
The second sessions teaches your employees how to get to the core of what a customer needs in order to provide the right solution for them, along with technqiques on how to overcome objections.
Time is included for your employees to practice and role-play their new skills so they can hit the ground running!
4. Better Needs Discovery
Learn and apply techniques used by the FBI for enhanced customer conversations that efficiently and effectively identify and confirm what customers wish to achieve through your products and services.
5. How to Educate Customers and Close the Deal
Participants learn how to proactively educate customers through consistent checks of understanding, comfort and suitability with key information and solutions provided.
6. Empathy and Objection Handling
Your employees will learn how to use empathy to diffuse emotion along with a powerful two-step process for responding to customer concerns and objections.
About CX Skills
CX Skills is a specialist training business that only delivers customer service, customer experience (CX), contact centre, workforce optimisation (WFM/WFO) and workplace wellness courses designed and facilitated exclusively by industry professionals.
We're the official 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.
Recent Customer Reviews & Testimonials
Knowledgeable and Engaging
I recently completed the Customer Journey Mapping course, and it was an incredibly insightful and valuable experience. The course content was well-structured and covered all the essential aspects of customer journey mapping, from understanding customer personas to creating detailed journey maps.
The instructors were knowledgeable and engaging, providing real-world examples that made the concepts easier to grasp. Overall, I highly recommend this course to anyone looking to enhance their skills in customer journey mapping.
It has equipped me with the knowledge and confidence to improve customer experiences and drive better business outcomes.
Response from CX Skills
Thanks Kate for a lovely review of the course and we’re thrilled to hear it’s provided you with the skills and confidence you need to make a difference in your Council!
Great course! Great Trainer
I recently completed a 3-part training course with Simon (Reception PRO). It was incredibly helpful and practical, significantly enhancing my communication and writing skills. I highly recommend this course to anyone looking to improve their communication abilities.
Response from CX Skills
Thanks Kevin for your feedback and thrilled to hear you enjoyed the course!
Great session!
Simon was an engaging trainer, making sure we were all following up with his pace.
He was able to set examples and delivered a presentation with all the details we needed.
Thank you Simon for your passion and great work!
Response from CX Skills
Thanks Michelle, glad to hear the passion came through and that you enjoyed the training 🙂
Valuable Insights and Engaging!
The presentation by Simon was excellent. Simon is a very enthusiastic presenter who presented the information content very well. I learned some valuable insights into customer service and techniques with engaging people. Well done 🙂
Response from CX Skills
Thanks Stuart, really glad to hear the training hit the right spot!
Exceeded My Expectations!
I would like to say that Simon Blair from CX Skills has exceeded my expectations in providing the training in 3 sessions. The training content was apt and is helping me with my interactions on day-to-day basis. The ease with which Simon trained us is exceptional.
Response from CX Skills
Thanks for the wonderful review Bijal and we’re thrilled to hear you enjoyed the training!
Excellent tips, tricks and skills!
Simon has a depth of knowledge and experience. He breaks things down using simple and easy communication, and is a fantastic trainer. I would highly recommend if you require sharpening some of the skills in your toolset.
Response from CX Skills
Thanks Joel, glad you enjoyed the training and loved the short and sharp review!
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!
Thank you so much, great course!
I appreciate your time Simon, I have learned a lot and had fun in the process 🙂
Informative and fun!
Thanks for the training Simon, it was very informative and enjoyable!
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.
Response from CX Skills
Thanks Mitchell, what a great review that sums up Simon well! Thanks for taking the time to leave a review!
Great Course with a Great Trainer
Daniel was a terrific trainer, he was extremely engaging and encouraging to all participants. The content was great and provided myself and my colleagues a lot of clarity around how to improve our quality process. I definitely recommend this course for anyone looking to expand and/or improve their quality assurance procedures.
Response from CX Skills
Thanks Shayanna, he’s definately one of the top trainers in the world for both expertise and engagement – glad to hear you enjoyed the course!
Great course! Great facilitators/consultants - thanks Rod and Simon
We can’t thank Rod & Simon enough for the flexible way they accommodated our team and our learning needs. We undertook the creation of our Customer Experience Journey in addition to our normal work and Rod & Simon enabled us to be supported to undertake the work in between our sessions so that each training sessions was then applied into practice.
We feel more than capable now to undertake more Customer Experience Journey Mapping exercises independently. Thankyou again Rod & Simon!
Response from CX Skills
Thanks Melissa for leaving a lovely review for Rod and Simon and we’re thrilled you’ve been able to adopt the learnings and lead the charge on customer journey mapping for your business!
Feedback for training
Good training, learned many new things regarding call centre & leadership skills. Training provided by Marc was excellent.
Response from CX Skills
Thanks Shah, glad to hear you enjoyed the course with Marc and good luck on your progressing your career!
Highly recommended, informative and well structured
I would highly recommend Simon Blair to anyone looking to enhance their customer service skills.
He presented the material in a clear and engaging way, making it easy to understand and keeping everyone involved.
The session was overall fun and informative, thanks to Simon’s excellent teaching style.
Response from CX Skills
Thanks Maria for taking the time to leave some lovely feedback, that’s great to hear you enjoyed the course and had some fun in the process!
100% Recommended!
Many aspects of daily communication that we may use, or may never have experienced are broken down into usable and repeatable key points.
It’s been one week since the course and I have already found a notable difference in the manner clients respond to my attempts at communicating, after implementing skills discussed in the course.
Response from CX Skills
Thanks Todd, so thriled to hear that you are putting the skills to use and it’s making a difference – that’s exactly what we loved hearing!
Excellent Training Session on Customer Service
I thoroughly enjoyed the session. Made me re-think how I communicate in general, and the FBI techniques were very interesting and clicked once you figured it out.
Response from CX Skills
Thanks Logan, glad you enjoyed it and yes, those FBI techniques are great once you know them!
Very Informative Course
The course was very interesting, we learnt skills that can be developed both professionally and personally!
The trainers were knowledgeable and delivered a informative course that had great content and was able to be tailored to our specific industry.
Response from CX Skills
Thanks Rebecca, thrilled to hear you enjoyed the course and that the team also enjoyed the learnings and have already started to use them!
Highly Recommended , " Five Stars all the Way"
This training transformed my thinking both professionally and personally.
It emphasises Communicating clearly – Avoid dumping too much – Breakdown the information – Don’t Assume – Do your Checks.
These strategies are invaluable in any conversation. Thank you, Simon, for the excellent guidance – much appreciated.
Response from CX Skills
Thanks Monika, great to hear the learnings have been invaluable!
Positive training course
I would like to show much appreciation to Simon and Nant for their customer foundation course. Simon and Nant were engaging and personable.
The teachings were related back to our work situations which was most helpful. The health and wellbeing model was a very valuable experience – allowing for vulnerability.
I have already used some of the strategies in my personal life and will continue to put the teachings into practise within my working relationships as well as my personal relationships with family and friends.
Thank you for sharing your experiences and guidance.
Response from CX Skills
Thanks Erin, we love hearing that kind of feedback! So glad you’ve been able to use some of the strategies you’ve learned into practice and work and home 🙂
Strongly Recommended!
Did the introduction to contact centre manager course with Justin, and it was a fantastic experience!
You could clearly see the passion and joy Justin had for what he was teaching and it was clear to see his experience.
I really enjoyed some of the storytelling and practical examples Justin provided, it really helped tie everything together.
Strongly recommend!
Response from CX Skills
Thanks Jim, glad you enjoyed the course and some of the stories along the way – they certainly do help bring it all to life!
Some of the CX Skills Customers we've provided training for recently:
Pricing and Payment Options
The price for this course is $428 AUD per person ex GST for the entire six hours of live online facilitated learning (2 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:
- Six 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% 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 (including this one!), 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? Contact us for customised pricing and availability.
Purchase a ticket to a public Inbound Sales Foundations Course
All the publicly available Inbound Sales Foundations courses are listed below – click on your preferred date to purchase tickets.
Tickets can be purchased instantly with a credit card or, you can request an invoice on the checkout page.
If you have larger numbers (more than 6) 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!
January 2025 Inbound Phone Sales Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe January 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.
March 2025 Inbound Phone Sales Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe March 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.
This course is available for private bookings!
The course is also available to be delivered privately just for your employees, either onsite or online/virtually, with dates and times to suit you.