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!

Inbound Phone Sales Foundations Training Course

Learn more about the course by scrolling below or jump straight to a section:

Inbound Phone Sales Foundations Training Course Fast Facts

  • 2 x 3-Hour modules (6 hours in total) of live, facilitated training by industry experts, so it’s easy to schedule with minimal operational impact.
  • Suitable for any employee interacting with customers over the phone where there are sales opportunities.
  • Employees will learn leading phone sales techniques plus resilience and wellbeing skills to enable them to consistently perform at their best.
  • The skills & methodologies are aligned with the Australian Customer Experience Professionals Association Phone Sales Quality Standards and can be applied across any industry.
  • All sessions are delivered live & online with high engagement (learn and laugh!).

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.

Sales Training over the phone

Course Suitability

Inbound Sales Professional Phone Skills Training

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.

If you are looking for a shorter or more targeted course option, we have the Inbound Phone Sales Essentials (the shorter version of this course in a single, three-hour course) or Inbound Sales Professional (nine hours delivered via 3 x 3-hour sessions ) to allow more time to embed the new skills) and the Retail and Hospitality Foundations course (for in-person sales and customer service) 

View all our Sales Courses >

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: 

Inbound Phone Sales Training Course outcomes
  • Phone skills that enable your employees to engage customers with confidence that will result in increased sales conversions and more revenue for your business. 
  • Skills to provide empathy and handle objections that will reduce anxiety in your staff in how to handle those tough situations.

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.

Other training courses suitable for phone-based employees include Inbound Sales Essentials (short 3-hour course),  Inbound Sales Professionals (9-hour course), Workplace Resilience Essentials (short 3-hour course), Retail & Hospitality Foundations (sales and customer service over the phone and in-person).

Search all Customer Service training courses > 

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.

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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.
Phone sales training courses online

Do you have any questions about this Inbound Phones Sales Foundations Training course?

Contact us on +61 3 9008 7287 between 08:30 to 17:30 AEST/AEDT (Melbourne, Australia) Monday to Friday, or complete the form below and send us a message anytime.

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!

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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.

Contact us for more information >