Inbound Sales Phone Professional Course Information
$497 per person
Inbound Sales Phone Professional Course Introduction
The Inbound Sales Phone Professional course will teach your phone-based employees (e.g. call centre, phone sales, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product, service or industry.
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 contact centres that are published in the Australian Call Centre Rankings Report each month.
The five core competencies and specific behaviour taught to your employees 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 a sales-from-a-service paradigm that 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 customers contact your business looking for solutions to their needs.
Delivered virtually over 3 x 3-hour sessions (or 1 x 8 hours onsite), we’ll teach a structured yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers, resulting in increased sales opportunities.
Not only will your contact centre (or any phone-based employees) come away with increased knowledge and skills in premium call handling, but they’ll also be armed with behaviours that will deliver improved job satisfaction and business outcomes (i.e. more sales!).
Inbound Sales Phone Professional Course Fast Facts
Available for Online/Virtual or Onsite Training!
This course is offered as both an online/virtual training session or onsite.
Online Option
The online version of this course is delivered via 3 x 3-hour sessions (9 hours in total) and is the preferred option for the majority of our customers as it enables us to keep the costs low and maximise learnings in short, highly interactive and engaging sessions that also help minimise the impact to your business.
The public online version is delivered on three consecutive days (1 x 3-hour session each day), or for private online training sessions, you can have more flexibility in choosing a schedule that works best for your business.
Onsite Option
The Inbound Phone Sales PRO course can also be delivered onsite at your premises for private bookings. The onsite version is delivered in a single day (9 am to 5 pm).
Travel costs will apply depending on your location (as we don’t have trainers available in every state).
Course Overview
Learn more about the Inbound Sales Phone Professional training course directly from the course designer and facilitator, Simon Blair.
Course Suitability
The Inbound Sales Phone Professional Training course is designed for employees of any age and experience level who receive inbound sales opportunities over the phone – whether selling a product or service, upselling, cross-selling, etc.
The skills we teach are applicable to all industries, products and services.
Typical roles include:
- Call centre agents working in an inbound sales, online quotes, solutions etc. role.
- Call centre agents working in a customer service role where there is an opportunity to upsell or cross-sell.
- Customer service employees who handle inbound sales calls.
- Warehouse and administration employees who handle orders over the phone.
- Telephone account managers.
If you are looking for a shorter option, we also have the Inbound Phone Sales Essentials course, a single three-hour course that teaches the core fundamentals.
Working in phone sales can be challenging for your employees, so we’ve also got the Inbound Phone Sales Foundations course that is the same duration as this course, but includes a focus on resilience and wellbeing skills as well as the phone sales skills.
What Your Employees Will Learn
The Inbound Sales Phone Professional course will introduce and coach your employees through both essential and advanced behaviours needed for sales success and positive customer experiences that have been developed and refined over three decades and are aligned to the Australian Customer Experience Professionals Association (ACXPA) Quality Standards.
A deeper dive into the advanced conversation and needs discovery skills will help them to uncover what customers want to achieve and also what they need to buy BEFORE products and services are even mentioned.
There’s plenty of role-playing and practice built in to ensure your employees 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.
Delivered as 3 x 3-hour online/virtual sessions, the course includes eight core modules:
Session One
1. The Psychology of Sales
This module explores what customers want and need from their phone sales conversations with you in order to make confident buying decisions within a positive experience, all based on decades of research.
We compare and contrast traditional and modern sales methods and what are the key skills and behaviours the best sales people in the world use to achieve success.
2. The ACXPA Quality Standards
Introduction & exploration of the five core competencies of the Australian Customer Experience Professionals Association’s Contact Centre Quality Standards.
We reveal how the standards, when working together, help staff and teams deliver premium phones sales experiences that maximise conversion of enquiries to sales.
3. How to Engage
Your employees will learn how to create a strong first impression and customer focus by showing strong ownership, intent and how to manage expectations to build trust as the foundation for open conversations around their needs.
A range of call sales simulations will be run for both group demonstration and lots of individual practice in the use of the key skills and behaviours learnt to better engage customers to set up sales success.
Session Two
4. How to Discover Needs
We’ll teach your employees the three critical discovery techniques (as used by the FBI) to more effectively converse, mirror and confirm customer needs and what they wish to achieve through your products and services.
The trainer will demonstrate these more advanced needs-based sales techniques required across a range of scenarios to highlight their effectiveness in personalising the sales experience and in establishing key customer buying triggers.
Individuals will then practice extensively with each other to develop some new habits and capability within the session.
5. How to Educate & Close the Sale
Participants will learn how to proactively educate and inform customers about products and services & process information in a manner that makes it easy for them to make confident buying decisions in the moment.
Clarity, Pacing, Pausing, and consistent checks for questions, comfort and suitability are the key skills and behaviours covered to help customers better evaluate the solutions presented.
We also explore how ‘asking for the business’ by staff becomes a simple and natural next step of the sales call process and teach participants how to respond to any customer objection they may receive.
Session Three
6. How to Close
Employees will learn how to better control and transform the end of their calls to avoid those often awkward, clunky finishes through a simple method of strong final checks, expressions of gratitude and thanks in a warm farewell.
The three techniques for closing calls will be extensively practiced in rapid-fire simulations of the end of various call types in a range of contexts and situations to build greater confidence and expertise in call closing within the session.
7. Energy & Empathy
Most businesses put a lot of time and effort into teaching staff WHAT to say but few have the internal expertise to teach staff the best manner in HOW to say it.
In this fun and engaging module, we will help participants practice proven methods to enhance their vocal delivery with better tone, stronger voice projection and improved clarity. All essential requirements to be effective in a phone-based sales role.
They will learn how to consistently sound fresh, engaging and empathetic (even when tired or worn down!) whilst projecting more confidence and clarity with each customer interaction.
8. Bringing it all Together!
Your employees will have a chance to extensively practice all of their newly learnt telephone sales skills through their role-playing of complete end-to-end sales calls with each other and the trainer.
This will enable them to build greater confidence in applying their new call habits so they are ready to ‘hit the ground running’ and make an immediate impact on their customers, sales outcomes and your business.
About Your Trainer, Simon Blair
The Inbound Sales Phone Professional course has been designed by Simon Blair one of Australia’s leading trainers for telephone sales.
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’.
Inbound Sales Professional Course Testimonials
We’ve received great feedback and testimonials from participants and managers who implemented the Inbound Sales Phone Professional training with a selection of recent testimonials below.
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 support!
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
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 partner 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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Private & Public training options
The Inbound Sales Professional training course is delivered online/virtually via Zoom. We offer this course both publicly and privately with the differences outlined below:
Public Courses
The Inbound Phone Sales Professional course is delivered as 3 x 3-hour live online/virtual sessions, enabling employees to upskill with minimal impact on your operations.
The times and dates are fixed to enable you to plan ahead, and being a public course, there will be others on the course, providing a great way to learn and share experiences (and know you aren’t alone in the challenges of phone sales!)
We typically run the public course every two months, enabling you to plan well ahead to reduce the impact on your business. If you would like to have more flexibility on the dates and times or a session just for your employees, please refer to our private training options.
View available public dates at the bottom of this page!
Private & Customised Courses
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 employees within your business, as well as keeping conversations “in-house” if that is important to you.
The private course option is the same course, but with the dates and times to suit you and it’s only for your employees. For example, instead of 1 x 3-hour sessions on consecutive days, we could space them out to once a week so the training is conducted on your quietest day of the week).
Private training can be delivered virtually/online or onsite and we can also customise the training to add/delete modules or focus on different elements important to your business.
Pricing and Payment Options
The Inbound Sales Phone Professional course is just $497 per employee ex GST for the entire 9 hours of facilitated learning (3 x 3-hour sessions).
Tickets can be purchased using a credit card or by requesting an invoice on checkout (the invoice must be paid in full prior to the course commencing).
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 for 12 months. Learn More >
- Want to train your whole team or clinic? We offer volume discounts for training large teams. Contact us for customised pricing and availability.
Purchase a ticket to a public Inbound Sales Phone Professionals Course
All the publicly available Inbound Sales Phone Professionals courses are listed below – click on your preferred date to purchase tickets.
If you have larger numbers (more than 5) and would like more flexibility with dates and times contact us for pricing and availability on a private course.
We'll continue to add more public course dates throughout the year!
May 2024 Inbound Phone Sales Professional
Online via Zoom Price: $497.00 AUD ex GSTImprove your employee's sales conversions and customer service skills in this May 2024 Inbound Phone Sales Professional training course designed for all phone-based employees.
June 2024 Inbound Phone Sales Professional
Online via Zoom Price: $497.00 AUD ex GSTImprove your employee's sales conversions and customer service skills in this June 2024 Inbound Phone Sales Professional training course designed for all phone-based employees.
This course is available for private bookings!
The course is also available to be delivered privately just for employees, either onsite or online/virtual, with dates and times to suit you.
Want to Save 25% off ALL CX Skills Courses and gain access to industry best practices?
Members of the Australian Customer Experience Professionals Association (ACXPA) save a massive 25% off ALL CX Skills courses for a full 12 months!
With annual memberships starting from just $197, it can be a great way to save money immediately on your training, plus, you'll gain access to a vast array of best-practice resources to improve your customer experience.