Telephone Sales Techniques
Professional Telephone Sales Techniques training courseInstructor-Led Sales Training
Telephone Sales Techniques
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.
20+ yearsTraining experience
1 dayAnyone selling by phone
UK-wideOur venues, on-site or online
Some of our clients
Win more business every time you pick up the phone
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.
Three ways to book your course
Join a public course at one of our venues, book a closed course for your team at your premises or live online, or go fully customised with professional actors.
Option 1
Public Scheduled Course
1-Day Public Course
£295 + VAT
Per delegate
One day · per delegate
Discounts when you book 2 or more delegates
Discounts when you book 2 or more delegates
- Held at our training venues
- Learn alongside sales staff from other organisations
- Reference materials & certificates
Option 2
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
Option 3
Customised at Your Premises
With Professional Actors
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
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
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.
*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.
Course Outline
A practical one-day course covering five modules, step by step – from the professional sales desk and the power of the telephone, through the sales call and difficult calls, to building your customer base.
1. The Professional Sales Desk
- Understanding the job
- Knowing your customer groups
- Building your confidence
2. The Power of the Telephone
- Overcoming the weaknesses
- Maximising the strengths
- Controlling conversations
3. The Sales Call
- Building client relationships
- Getting to the decision-makers
- Questioning techniques
- Asking for the order
4. Handling Difficult Calls
- Difficult or different?
- Making empathy work
- Objections – genuine or a sign of interest?
- Defusing difficult situations
5. Building a Customer Base
- 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:
- 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.
More than just a training day
Tailored Content
Built around your team’s real workplace scenarios
Expert Trainers
Instructor-led, at the pace of your attendees
Reference Materials
Handouts and supporting materials for every attendee
Certificates
Course completion certificate for each attendee
Free Aftercare
Post-course telephone & email support
From the training room
A few of the teams we’ve worked with recently – in-house at their premises, at our venues and on public courses.
Training created for every kind of brain
People don’t all learn the same way – and a great course shouldn’t assume they do. Every Keys Training course has been adapted for different types of learners, including neurodivergent attendees and people with disabilities, so everyone in the room gets the same value from the day.
Whether someone has dyslexia, ADHD, autism, a hearing or visual impairment, or simply prefers to learn by doing rather than listening, our trainers adjust the pace, materials and activities to suit the people in front of them.
Every course has been assessed by accessibility experts to make sure it’s accessible and beneficial for all.
Neurodiversity-aware
Clear structure, plain language and varied activities that work for dyslexic, ADHD and autistic learners.
Accessible materials
Handouts and slides designed for readability, with formats adapted on request for individual needs.
Adjusted to the room
Small groups mean the trainer can flex pace, breaks and delivery style around each attendee.
Expert-reviewed
Every course has been assessed by specialists to make sure it’s accessible and valuable for everyone.
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.
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.
Or call us on 0345 450 0051 to speak with a training advisor today.