Inbound Phone Sales Foundations Training Course
$428 AUD ex GST per person (Discounts Available) teaching premium sales skills for inbound calls.
Master the Art of Inbound Sales with Confidence
Do you have employees who handle inbound phone calls where there is an opportunity to sell, upsell, cross-sell, or book appointments?
The Inbound Phone Sales Foundations course is a structured, practical training program designed to equip employees with premium phone-based sales skills.
Delivered over 2 x 3-hour sessions, this course provides a step-by-step approach to building confidence, improving sales performance, and mastering inbound sales conversations.
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.
These standards have been refined over three decades and form the foundation of the Australian Call Centre Rankings, which assess the real-world performance of inbound sales teams nationwide.
Rather than relying on rigid scripts that feel forced, this course focuses on five core competencies and specific behaviours that help employees create seamless, natural sales interactions – where customers buy because they want to, not because they feel pressured.
By the end of this course, employees will have the skills and confidence to increase sales conversions, handle objections effectively, and create positive customer experiences – all while maintaining a natural, customer-first approach.
Learn more about the course by scrolling below or jump straight to a section:
Inbound Phone Sales Foundations Training Course Fast Facts
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.
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.
- Live, interactive training: Delivered via Zoom or Teams, employees engage in real-time discussions, breakout exercises, and hands-on activities.
- Engaging & practical approach: This isn’t a passive webinar – employees participate in role-plays, expert coaching, and scenario-based learning.
- Structured for better retention: Two 3-hour sessions allow employees to absorb key concepts without the fatigue of a full-day workshop.
- Train from anywhere: Whether in the office, at home, or across different locations, employees can join seamlessly with no travel required.
- Best-practice sales training: Aligned with the ACXPA Contact Centre Quality Standards, ensuring skills are backed by industry-leading methodologies.
Designed for maximum engagement and real-world application, this training ensures employees walk away with practical skills they can apply immediately to drive better sales outcomes.
Who Should Attend?
The Inbound Phone Sales Foundations course is designed for employees who interact with customers over the phone where there is an opportunity to sell, upsell, cross-sell, or book appointments.
Whether your employees are in a dedicated sales role or handling service calls with sales potential, this course provides the skills and confidence needed to improve conversions, handle objections, and create a seamless sales experience.
The training is structured across 2 x 3-hour interactive sessions, allowing employees to progressively build their skills without the overwhelm of a full-day course.
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 confident phone communication – If your team speaks with customers over the phone, this course will elevate their skills.
By the end of this course, your employees will have the confidence and skills to turn everyday phone conversations into positive customer experiences and increased sales opportunities.
What Your Employees Will Learn:
The Inbound Phone Sales Foundations course is designed to equip your employees with essential phone-based sales skills, helping them confidently handle inbound customer calls where there are sales, upsell, or cross-sell opportunities.
Through interactive discussions, real-world scenarios, and hands-on role-playing, employees will develop the techniques needed to create seamless customer interactions, boost sales conversions, and overcome objections effectively.
With a structured learning approach, this course ensures employees progressively build confidence and competence across two focused training sessions, leading to improved customer experiences and stronger sales results.
Key Course Outcomes Include:
Phone sales skills – Equip employees with the confidence and expertise to engage customers professionally, leading to increased sales conversions and more revenue for your business.
Objection handling and empathy – Teach employees how to navigate customer concerns and objections with confidence, reducing stress for staff while creating a more positive sales experience for customers.
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 program, structured into 2 x 3-hour sessions to ensure employees can learn, practice, and apply their skills with minimal disruption to daily operations.
Session 1 – 3 Hours
The first session establishes the foundations of successful inbound sales, focusing on customer psychology, creating strong first impressions, and closing calls with impact.
Employees will learn industry-leading techniques that align with the ACXPA Phone Quality Standards, 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
The second session builds on the skills learned in session one, with a focus on advanced needs discovery, educating customers, and overcoming objections.
Employees will participate in role-playing exercises to reinforce these skills, ensuring they can apply them confidently in real-world sales interactions.
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.
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.
While the public course is 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 | $428 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.
Customer Reviews & Testimonials
Our customers love what we do! Here’s a sample of what they have to say, or you can read all our customer reviews here >
Very Engaging!
Great insight provided by Nant into how to identify issues in our personal and work life and then mechanisms/tips we can put in place to become more resilient.
Response from CX Skills
Thanks Bre, glad to hear you and the team enjoyed the course – thanks for your assistance in coordinating the team!
Informative and Insightful
I wasn’t sure what to expect but I was engaged for the entire session! Nant is a good deliverer of content and engaging in that she prompted you to answer honestly.
The content was easy to follow and actually motivated me to take the small steps needed for changing to achievable goals and mindset.
Response from CX Skills
Loved to here this Anderi, Nant does have a great way of breaking things into small achievable changes that can make a massive difference. Thanks for taking the time to leave a review!
Amazing course!
The course was amazing, Nant made hard concepts so easy to understand by the way she worded things. She is a very intelligent person! Her knowledge of the human mind and how humans behave in a social setting was on point.
Response from CX Skills
Thanks Nina, we agree – Nant is like a walking encyclodedia of all things health and wellness but not in a nerdy way! Glad you enjoyed the course 🙂
Absolutely Recommended!
Honestly it does not matter which industry you are working within, this live training for Customer Service Phone Essentials is exceptional. Providing the Customer Service Experience to our customers is definitely achievable via using the strategies / steps that Simon Blair covers.
I entered the 3 hour training, I was not bored once, nor did my attention stray from the content and the way that this was delivered so well.
Customer Service is extremely important within any business structure, if you want your business to outshine the rest in your field, let Simon Blair help you with this.
Book your staff into this amazing course.
Response from CX Skills
Thanks Deborah! What an awesome review and we’re super-thrilled that you got heaps out of the course and we agree 100% – customer service is critical in every business and those that stand out are more successful!
A great course
Daniel was fantastic! The course gave me a fresh perspective of how to deal with difficult interactions with customers as well as different techniques when having those tough conversations. I highly recommend this course!
Response from CX Skills
Thank you Saul, love hearing that it provided you with a fresh perspective and equipped you with some techniques you can put to use straight away!
This training session was awesome!
Daniel did an excellent job sharing tips and tricks for handling conversations with difficult customers. I will definitely use the tools he provided! Thank you Daniel & Marcus
Response from CX Skills
Thanks Sonja – thrilled to hear you loved the course!
Friendly, Insightful, Professional
Daniel’s course was a very pleasant experience. His friendly and open approach creates wholesome environments where all participants can engage and ask questions. His course material is also easy to understand, easy to remember, insightful and helpful.
You can really see how applicable his course material is to your work and how teaching this course has evolved based on the feedback he has received while teaching it.
Response from CX Skills
Thanks Sabrina, appreciate you taking the time to leave a review and glad to hear you enjoyed the course!
Engaging and informative training sessions
We engaged Simon and the CX Skills team to conduct a customised training session for our consumer-facing head office staff members. It was a fantastic two days of entertaining and informative training sessions. The team had lots of fun while upskilling in the area. Highly recommended!
Response from CX Skills
Thanks Michael, we had a great time designing and delivering your program – thanks for all your hospitality and having such an engaged team. We look forward to hearing about your successes!
Highly Recommend for any Contact Centre Leader
I completed the course ‘How to Develop Effective Call Centre Team Leaders’ with our Senior Customer Support Manager. Marc was an engaging and thorough trainer, taking us through best practices, operational rhythms and providing us with templates and material so we would put it into practice.
I would recommend the course for any contact centre leader – it will help you develop your Seniors and team members. We had many takeaways that we are embedding with our other Managers and Seniors.
Response from CX Skills
Thanks Michelle, Marc has a ton of experience and is passionate about helping others forge their career in the industry so thrilled to hear that the training hit the spot and their are some takeaways that you are already embedding!
Great Time Spent with Justin!
The Introduction to Contact Centre Management Course with Justin Tippett was incredibly insightful. The course was packed with new learnings and industry-based work hacks that are immediately applicable. Justin’s expertise and engaging teaching style made complex concepts easy to understand.
The practical examples and real-world scenarios provided a solid foundation for anyone looking to excel in contact centre management. Additionally, the interactive sessions and hands-on activities ensured that we could apply what we learned in a practical setting. Overall, this course is a must for anyone in the industry looking to enhance their skills and knowledge.
Response from CX Skills
Thanks Katie for the lovely review. Justin is certainly very passionate about all things contact centres and we’re thrilled to hear there were lots of takeaway!
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 >
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, 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 volume discounts 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.
New public course dates are published on a regular basis!
May 2025 Inbound Phone Sales Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe May 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.
July 2025 Inbound Phone Sales Foundations
Online via Zoom Price: $428.00 AUD ex GSTThe July 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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