Improve your Contact Centre Inbound Sales Results
Our Call Centre Inbound Sales Essentials Training course will teach your staff a set of premium call handling sales skills proven to work for any product, service or industry.
The five core competencies and specific behaviours within the Five Degrees methodology will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy.
The Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers.
It’s sales from a service paradigm which actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call. Sales Conversion, Customer Satisfaction, Net Promoter Score, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customer’s contact you looking for solutions to their needs.
Delivered over 5 x 2-hour sessions in consecutive days, we’ll teach a structured, yet natural approach (no scripts!) that encourages call centre staff to be themselves and build rapport with customers that will result in increased sales opportunities.
Focus your time, energy and expertise in teaching your critical product, systems and process training and leave the call handling and sales “soft skills” component with us.
Not only will your staff come away with increased knowledge and skills in premium call handling, but they will be given the keys to unlock both improved business outcomes and job satisfaction.
Inbound Sales Essentials Training Course Fast Facts
Built specifically for online training!
This Inbound Sales Essentials training course has been specifically adapted to be delivered online with trainee engagement and learning outcomes enhanced by the short bursts of interactive and engaging development methods.
With two hours per day, trainees have the capacity to focus on our sessions whilst still having time to practice or take on additional learning like products & services training, systems training etc that is facilitated by others in your business.
Who should do this course?
As this Inbound Call Centre Sales Essentials Training course is delivered quickly with 5 daily x 2-hour sessions in consecutive days, it’s designed for someone commencing or has recently commenced, in a role that involves having discussions with customers over the phone where there is an opportunity to sell whether it’s a product or service, upsell, cross-sell etc. The skills we teach are applicable to all industries, products and services!
Include it as part of your induction program (so you focus on your products, services and processes) or as a course to quickly drive more sales in your business.
Typical roles include:
- Call centre agents working in a sales or service role
- Customer service staff
- Telephone account management
If you already have some experience on the phones or are looking for something spaced out over a longer period, check out our Inbound Sales Professional course or for more generic customer service skills visit our Customer Service training courses.
What you’ll learn:
The Call Centre Inbound Sales Essentials training course is the perfect way to induct your brand new staff into the essential phone sales call behaviours and consumer sales psychology required to deliver superior phone experiences and sales outcomes.
There’s plenty of role-playing and practice built in to ensure agents can put their new skills to work with the practice conducted in a safe, fun and welcoming online environment.
At the end of the course, trainees will be provided with a certificate of achievement and be empowered with skills that will stay with them for life!
1. The 5 Degrees of CX
An exploration of what customer’s want, why they buy and an introduction to ‘The 5 Degrees of CX’ competencies.
2. Energy, Empathy & Resilience
Breathing; the power of the pause; vibrant & natural delivery; strategies to build resilience and maintain energy.
The first 30 seconds of conversation to personalise the call, show strong intent, bridge to conversation and build trust.
Effective listening and open conversation methods to confirm key customer needs and specific preferences.
5. Educate & Close
Paint pictures of what you know matched to customer needs; check for questions, ask for their business, manage objections and show appreciation to close strong.
About Your Trainer
The Call Centre Inbound Sales Essentials training course has been designed by two of Australia’s leading Contact Centre & Customer Experience experts, Justin Tippett & Simon Blair who have combined their expertise to bring you the premier online facilitated training available in the marketplace today.
They have drawn on their more than 50 combined years of contact centre consultancy, management, and performance improvement experience to help teach and build habits in the most critical call handling behaviours that have already been used to transform thousands of staff across diverse operations into Customer Service Superstars.
Simon has trained thousands of agents across Australia and as well as one of Australia’s top trainers, Simon is an avid podcaster, father of 4 and he’s a proud supporter of the North Melbourne AFL team (don’t hold that against him!).
Inbound Sales Training Course Testimonials
Feedback from Managers who have implemented this course:
Hi Simon, thanks again for your support. Clearly the 5 Degrees 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 $873K or 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 Five Degrees sales model is clear evidence that the quality and outcomes of those interactions are an extremely positive one. – Group General Manager, Retail Network, Insurance Sales Client
“If you want to improve your sales team’s performance and build an engaging, supportive coaching environment, 5 Degrees will get you there. Simons 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!”. – Roseanne Schmalfuss, General Manager, RACT Member Contact Centre
“Overall everyone appears to be amazed by the engagement of staff with the Five Degrees 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.” – Tameka Park, Culture & Capability Advisor, Aurora Energy
“I feel that we are, as a business, 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.” – Branch Team Leader, Insurance Sales Client
Course Participants Feedback:
“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! – Rachita Dash, International Leadership Recruitment
“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! – Lisa Power, Operations Manager, Hunter TAFE NSW
“Thank you so much for your time today. It was an absolute pleasure to learn the Five Degrees telephone 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. – Sherry Simmons – Sales Customer Experience Trainer, Discovery Parks
About CX Skills
CX Skills is a specialist training business that only delivers customer experience and customer service related courses facilitated exclusively by industry professionals. Our main website, CX Central is Australia’s most trusted website for contact centre and CX professionals in Australia and we also manage the popular Call Centre Legends Facebook page followed by over 30,000 call centre employees.
As well as training solutions, we also provide CX & Contact Centre consulting services using the same practices, processes and methodologies that we use in our training courses so you can rest assured you’ll be learning best-practice skills that work in the real world.
How and when its delivered
The Inbound Sales Essentials training course is delivered via Zoom Teleconferencing and users will be sent any required materials prior to the course commencing. We offer this course both publicly and privately with the differences outlined below:
The Inbound Sales Essentials training course is delivered as one 2-hour module per day across a single week enabling you to fast-track your skills whilst still allowing time to either learn other skills (e.g. local processes, products, services etc) or continue to work on the phones and put into practice your new skills immediately after each session.
The times and dates are fixed to enable you to plan ahead and typically we run this course once a month. If you would like to have more flexibility on the dates, times and content refer to our private options.
Whilst the public courses can be a great way to interact with others and are perfect for small numbers, sometimes you need more flexibility with the dates and times or you’d like the benefits of training larger groups of agents within your business.
Our private courses can deliver the same course with dates and times to suit you and we can also include custom-built role plays, simulations and call examples based on your business rather than generic ones we use in our public courses.
Pricing and Payment Options
The Call Centre Inbound Sales Essentials Training course is just $397 per person ex GST for the entire 10 hours of facilitated learning (5 x 2-hour sessions).
Want to register more than 3 staff? Save 15% when booking in the same transaction (note: the discount will be applied on the final checkout page).
Please note: To ensure we deliver the optimal online training environment, tickets are strictly limited so we advise booking early to avoid disappointment.