This Telephone Sales Skills training course helps participants improve their ability to build rapport, handle objections, and turn conversations into sales opportunities. Through practical techniques and real-world scenarios, delegates learn how to engage prospects, communicate value clearly, and guide calls towards positive outcomes. The course focuses on building confidence, improving call structure, and increasing conversion rates.
This telephone sales course teaches your team how to deliver outstanding customer service while boosting sales. Participants will learn to connect quickly, listen actively, ask the right questions, and respond with confidence. By mastering objection handling, persuasive communication, and professional call techniques, your team will turn every conversation into a positive customer experience—and a sales opportunity.
Course Outline
During this course, participants will explorepractical techniques to communicate confidently and effectively over the phone, building rapport quickly and identifying customer needs through skilled questioning and active listening.
Telephone Selling Skills – Live online or classroom training led by an expert trainer, complete with a PDF manual to support learning and reference key techniques.
Course Objectives and Key Principles – Focus on helping customers buy rather than just selling, applying the “Service with a Sale” approach to build trust and long-term relationships.
Improving Your Telephone Skills and Techniques – Learn to structure and control calls, develop a confident and engaging voice tone, build rapport quickly, and capture essential customer information efficiently.
Advanced Call and Meeting Skills – Gain clarity and confidence through summarising and restating, present information concisely, and enhance listening and telephone communication skills.
Connect and Consult – Build instant credibility, qualify customers effectively, and use high-impact questions and active listening to guide conversations productively.
Convince and Commitment for Customer Enquiries – Engage customers using “hot button” statements, link products naturally, overcome objections, present pricing clearly, and close calls successfully.
Follow-Up and Follow-Through – Master strategies to follow up on quotes and enquiries effectively, ensuring no opportunities are missed and relationships are strengthened.
Action Plan and Learning Diary – Develop a personalised action plan to implement new skills, track progress, and ensure ongoing improvement in telephone sales performance.
Who should attend
This course is ideal for sales professionals, customer service staff, contact centre teams, and anyone who regularly handles customer calls and wants to improve their confidence, communication skills, and ability to convert conversations into sales.
Would Your Team Benefit From Sales Training?
Find out how we can empower your employees to harness the full potential of their potential.
Maximise the impact of every sales conversation to create strong, positive impressions.
Communicate with confidence and professionalism to engage customers and build trust.
Use effective questioning and listening to uncover needs and guide customer decisions.
Build value and differentiate your offering throughout the buying process.
Handle objections and identify sales opportunities including cross-selling and upselling.
Course Reviews
Customer Service Training
Insightful, informative, calm, great learning environment. Interactive and engaging!
Customer Service excellence
Very well run with the correct level of interaction which allowed all members to speak openly and without fear
Conflict Resolution
Informative, encouraging, insightful. Anita was warm and approachable, and demonstrated the listening skills she was teaching.
Confident customer service
So informative, with out being rigid. Lots of fun activities, enabling you to look at things in a different perspective. Olivia has been great, really good at getting the best out of us.
Perfect pitch and handling objection
Effective positioning of key themes and coaching on how to apply in daily interactions. Mary led the training in an open and engaging manner and clearly demonstrated the core principles with real world examples to apply moving forward
Story Selling
Matt was the best trainer I’ve ever had in a class or course like this. Matt is a great trainer and helps sustain high energy and involvement all the time
A practical, high-impact course designed to help sales professionals take control of their time, sharpen focus, and consistently prioritise the activities that drive real commercial results.
A practical course that helps participants improve their telephone sales skills to build rapport, handle objections, and turn conversations into sales opportunities.
Performance Managing a Sales Team - A practical course designed to help sales leaders effectively manage performance, motivate their teams, and drive consistent results.
A practical course that helps sales professionals identify the right prospects, build a strong pipeline, and deliver compelling pitches that convert opportunities into business.
A one-day course combining emotional intelligence and practical communication skills to help individuals deliver consistently excellent customer service and build lasting customer loyalty.
A practical course that equips participants with the skills to confidently handle difficult customer interactions on the phone and achieve positive outcomes.
We offer a wide range of bespoke corporate training solutions across key areas such as leadership, management development, digital skills, workplace communication, customer experience, sales performance, project delivery, team development and professional skills. Each programme can be tailored to your organisation’s objectives, your people and the practical challenges they face at work.
Do you offer public courses?
No. Elliott Training does not currently offer public scheduled courses for individual delegates. We specialise in private corporate training courses delivered exclusively for organisations, teams and groups who require tailored training aligned to their business needs.
Are your courses bespoke?
Yes. Our courses can be tailored to your organisation, team and objectives. We can adapt the course content, examples, exercises, case studies and delivery style to reflect your sector, systems, processes and workplace priorities.
Can you create a bespoke course from scratch?
Yes. If you require a course that is not listed on our website, we can design a bespoke training programme around your specific requirements. This is ideal for internal projects, new systems, company initiatives, role-specific development or specialist skills training.
How long are your training courses?
Course length depends on the subject, objectives and level of detail required. We can deliver bite-size sessions, half-day workshops, full-day courses, multi-day programmes or larger training projects across multiple cohorts.
