Business skills · 1 day
Minute Taking Skills
Turn every meeting into a clear, usable record.
From£275 per delegate
Business & Office Skills
Telephone Sales Techniques
Win more business every time you pick up the phone
A practical one-day course that helps your team win more business by phone – controlling conversations, reaching decision-makers, handling difficult calls and objections, and building a loyal customer base.
Length1 day
LevelAll levels
FormatsIn-house · Live online · Public
Group sizeUp to 8 per group
About the Telephone Sales Techniques course
The telephone is still one of the most cost-effective and powerful business tools for maintaining and increasing a customer base. Every time you pick up the phone at work – whether the call is incoming or outgoing – you can win or lose business. This one-day course concentrates on how to get the full benefit from the telephone’s growing access to potential customers.
It pairs well with our Face to Face Selling and Negotiation Skills courses, or run it as a live remote class via Microsoft Teams.
- Free training needs analysis before your course
- Tailored with your real workplace scenarios
- Free post-course telephone & email support
Confidence on the Phone
Understanding the job, your customer groups and building confidence.
Control & Questioning
Controlling conversations, reaching decision-makers and asking for the order.
Difficult Calls
Making empathy work, handling objections and defusing difficult situations.
Customer Base
Keeping records, following up and maximising every opportunity.
What the day covers
6 modules · tailored to your team on in-house courses
The Professional Sales Desk3 topics
- Understanding the job
- Knowing your customer groups
- Building your confidence
The Power of the Telephone3 topics
- Overcoming the weaknesses
- Maximising the strengths
- Controlling conversations
The Sales Call4 topics
- Building client relationships
- Getting to the decision-makers
- Questioning techniques
- Asking for the order
Handling Difficult Calls4 topics
- Difficult or different?
- Making empathy work
- Objections – genuine or a sign of interest?
- Defusing difficult situations
Building a Customer Base5 topics
- Keeping people-records
- Being a problem solver
- Maximising every opportunity
- Following up the calls
- Other telemarketing opportunities
By the end of the course, delegates will have:5 topics
- Developed an appreciation of opportunist and creative sales.
- Gained an understanding of using personality as an advantage.
- Considered the strengths and weaknesses of the telephone.
- Examined the importance of projecting the right image.
- Developed confidence when quoting for business.
Ways to book this course
Public Scheduled Course
1-Day Public Course
£295+ VAT
Per delegate · One day · per delegate · Discounts when you book 2 or more delegates
- Held at our training venues
- Learn alongside sales staff from other organisations
- Reference materials & certificates
In-House or Live Online
Closed Group Course
£845+ VAT
Total group price · One day · up to 8 people
- Tailored to your products, customers and calls
- At your premises or via Microsoft Teams
- Reference materials & certificates
New! · Customised at Your Premises
With Professional Actors
Quote
Tailored quote · Full day · any group size
- Call scenarios written around your customers
- Real call practice with trained actors as customers
- Trainer plus actor(s) at your premises
The public course price is per delegate – book 2 or more delegates and receive significant volume discounts. The in-house closed course price is per course for up to 8 attendees. The actor-led option is quoted individually and is not limited by group size.
Who the course is for
Who should attend
Anyone who uses the telephone to contact customers, handle sales or promote the business – from new telesales staff to experienced account managers.
Join a scheduled course
One-day courses, 9:30am to 4:30pm, with refreshments, lunch, reference materials and a certificate. Book 2 or more places for a discount.
| Date | Venue | Price | Book |
|---|---|---|---|
| Thursday 22 October9:30am to 4:30pm | Liverpool | £295 + VAT per delegate | Request a place |
| Thursday 29 October9:30am to 4:30pm | Leeds | £295 + VAT per delegate | Request a place |
| Thursday 5 November9:30am to 4:30pm | London | £295 + VAT per delegate | Request a place |
| Thursday 5 November9:30am to 4:30pm | Manchester | £295 + VAT per delegate | Request a place |
| Thursday 12 November9:30am to 4:30pm | Birmingham | £295 + VAT per delegate | Request a place |
| Thursday 12 November9:30am to 4:30pm | Preston | £295 + VAT per delegate | Request a place |
| Thursday 19 November9:30am to 4:30pm | Liverpool | £295 + VAT per delegate | Request a place |
| Thursday 26 November9:30am to 4:30pm | Leeds | £295 + VAT per delegate | Request a place |
| Friday 8 January9:30am to 4:30pm | Liverpool | £295 + VAT per delegate | Request a place |
| Monday 11 January9:30am to 4:30pm | Birmingham | £295 + VAT per delegate | Request a place |
More than just a training day
Dedicated account managerOne named contact who knows your organisation and your history with us.
Pre-course evaluationFree skills check forms so every delegate lands on the right level.
Course tailoringWe plan and customise closed courses around your roles, systems and files.
CertificatesA Keys Training certificate for every attendee, for training records and ESR.
Management feedbackPost-course feedback reviews so you can see what landed.
Free aftercareTelephone and email support for every delegate after the course.
Frequently asked questions
Who is this course for?
Anyone who uses the telephone to initiate contact with customers, deal with sales or promote the business.
Does it cover inbound as well as outbound calls?
Yes. Every call – incoming or outgoing – is a chance to win or lose business, so the course covers controlling conversations, questioning, handling difficult calls and following up on both.
Is there practical work?
Yes. Attendees practise structuring calls, questioning, asking for the order and handling objections throughout the day.
Can the course be delivered remotely or tailored to our organisation?
Yes. The in-house fee covers delivery at your premises or as a live online class via Microsoft Teams, and every in-house course starts with a free training needs analysis so it reflects your products, customers and calls.
What is the actor-led option?
Our actor-led option adds professional actors to the training day, so your team can practise real sales calls with someone who responds exactly as a customer would – including raising objections – and get feedback on how it landed. Find out more about training with professional actors.
What do attendees receive?
Every attendee receives reference materials and a course completion certificate, and we provide free post-course telephone and email support.
Training a larger group?
Our in-house closed course price covers groups of up to 8 people, and the actor-led option can be run for any group size. If you have a larger team, or several teams to train, please speak with one of our team to discuss this further. We will help you work out the best way to run it and put together a tailored quote.
Speak to our team
or call 0345 450 0051
Ready to turn more calls into sales?
Speak with a training advisor to book a public course or arrange a tailored Telephone Sales Techniques course for your team – at your premises, live online or with professional actors.
Make an EnquiryEmail an Enquiry
Or call us on 0345 450 0051 to speak with a training advisor today.
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Get your team trained properly.
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Build your quote or call a training advisor0345 450 0051