Telephone Selling Course

This Professional Telephone Skills Course will help you to communicate more professionally on the telephone, manage difficult customers, improve your listening skills and much more. This course was developed to help staff conduct better, business-related phone conversations and provide excellent service and support via the telephone.

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After completing this course participants will be able to:
• Learn to create a great first impression.
• Learn to greet constructively & create a personal connection.
• Develop rapport & create warmth & openness.
• Learn how to deliver Gold Standard Customer Service.
• Ask effective questions to better understand client needs.
• Master active listening techniques.
• Learn to control the sale & lead a customer to becoming a buyer.
• Learn an amazingly simple and professional way of handling price shoppers.
• Learn 4 effective techniques for minimising & negating the need to discount.
• Understand sales psychology such as the “The Power of YES when selling”.
• Learn how to simply ask for the sale.
• Learn to identify cross selling and upselling opportunities.
• Master effective techniques for closing without being pushy.

Professional Client Service Explained

  • 10 Commandments of Good Business
  • Effective Communication Explained
  • Effective Client Communication Skills
  • Using Emotional Intelligence
Develop a Professional Telephone Voice

  • Pitch, Tone, Inflection
  • Five Qualities of a Professional Phone Voice
  • Voice Management
  • Voice Quality Checklist
Building Client Trust

  • First Impressions Matter
  • Create a Relaxing Environment
Common Cultural Barriers

  • Using Appropriate Phrases
  • Inappropriate Words to Avoid
  • Ending the Call Professionally
Preparing for the Next Call

  • Manage Inbound Calls
  • Transferring Calls
  • Placing Clients on Hold
  • Phone Call Planning
Powerful Questioning Techniques

  • Questioning Techniques Explained
  • Effective Questioning Techniques
  • Open and Closed Ended Questions
  • Clarifying Statements
  • Staying in Control of the Call
  • Arranging Call Backs
  • Avoid Saying Too Much
  • Getting to the Point Quickly
  • Things to Avoid
Managing Angry Clients

  • Dealing with Irate Clients
  • Showing Concern and Empathy
  • Diffusing Angry Clients
Managing the Reception Desk

  • Managing Customers at Reception
  • Managing the Phones at Reception
Finding the Best Phrases

  • Dealing with Inbound Calls
  • Corporate Communication Policy
Professional Voicemail Messaging

  • Leave a Professional Voicemail Message
  • Customised Voicemail Scripts
  • Closed Greetings
  • Internal Greetings

Is previous experience required for this course?

No experience is necessary for those attending this course. Our Telephone Skills Course is effective as an introductory course for beginners or a refresher for experienced personnel.

How is this course delivered?

This is an interactive, workshop-style course. Theory and practical learning are blended to create a highly productive learning environment.

What do I need to bring?

Just bring yourself and your interest in learning! We provide refreshments, lunch and course materials on all of our open courses.

Who delivers the course?

We work with a team of trainers who are not only certified training professionals, but carry extensive experience in their chosen training field.

Do I receive tutor support?

Hibernian Training Tutors are dedicated to staying on hand for questions or help long after delegates have attended the course.

Course Type:
Day Course

Course Duration:
2 Days

Is this course open to individuals?
This course is currently only available for onsite or group bookings.

Course Location:

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