This course is designed to improve the skills, techniques and confidence of those working in Telesales and Telemarketing.  The type of individual who thrives in this type of environment needs to be very customer focused; have the ability to satisfy customer needs; be able to think quickly and decisively to handle objections and close the deal. It is written with both the customer and the organisation in mind to maximise on potential sales and build client loyalty. The proposed agenda contains topics that follow our normal one-day course. This can be adjusted depending on the needs of the organisation.



Course Aims and Objectives

  • Understand and use rapport building techniques when talking to customers
  • Deal with customer enquiries in a friendly and professional manner
  • Deal with objections and difficult customers calmly and efficiently
  • Motivate themselves when ‘times get tough’
  • Plan calls effectively so that they can focus on the call objective
  • Maintain an ongoing call strategy so that they can benchmark both skills and activities
  • Project a positive image with each call they take or make

More and more companies are increasing their use of the telephone as the quickest and most convenient way of establishing customer contacts. It is essential that all members of the telesales team represent the organisation in a professional and friendly way and communicate effectively to ensure that the business is not lost.

Course Programme

  • Introducing your organisation in a professional manner
  • Listening skills and note taking
  • How to input information and keep the flow of the conversation with the client
  • Questioning skills to uncover both facts and needs
  • Summarising conversations and confirming details.
  • Building instant rapport with callers
  • Maintaining client rapport, conveying support and building trust
  • Understanding and selling to customer ‘wants’ and ‘needs’
  • Selling the benefits of your product or service
  • Closing smoothly and effectively
  • Dealing with objections and maintaining control


Pre/Post Course Support

Prior to conducting a course your training co-ordinator will have had the opportunity to liaise with one of our lead trainers who will begin to breakdown your companies objectives.

A key part of their process is understanding what led to your decision to improve your team.

We will incorporate all your current training materials to build in effective role plays and discussions suited specifically to your organisational needs.

Before each course delegates will have completed:

  • The pre-course questionnaire (Including personal objectives for the session)
  • A 5 minute training session that will be delivered during the course.

After the course each delegate will receive:

  • A CPD Accredited Certificate
  • A Comprehensive course manual
  • Additional resources beneficial to your continued learning
  • Video analysis and critique (Depending on delegate numbers)

Your organisation will receive:

  • Constructive feedback on the delegates progression
  • A roadmap for continued learning specifically to your needs


Proposed One-Day Course Agenda

This is a proposed agenda for the course.

Morning9.30-1.00 / Afternoon 2.00-5.30

Course agenda and content

Morning 9.30-1.00 – Afternoon 2.00-5.30

Professional telephone techniques

Projecting a professional image is one of the keys to professional selling. Delegates will understand the techniques of making effective outgoing calls; how to build rapport with clients; how voice presentation skills can enhance the conversation; and how to create good first impressions on both internal and external calls.

Call planning and Telesales strategy

‘Salespeople don’t plan to fail they sometimes fail to plan’. Call planning and strategy are essential to understanding what to say to the customer and how to manage both the first call and the call-back.

Understanding why customers buy

Customer transition and the psychology of buying. We all go through a specific process when we decide to buy goods and services. We will show delegates how to match their sale with the customer’s buying sequence so that they can actively sell to ‘real’ needs and wants.

How to make effective appointments

Whether you are making them for yourself or others, you will benefit from knowing how to plan for and execute successful appointment-making strategies. Delegates will learn the essential secrets needed to make quality appointments consistently.

Opening the call and arousing interest

Sensational openings produce successful sales. The effective telephone sales person understands the importance of powerful ‘attention-getters’ designed specifically to improve the positioning of the product and the organisation with the customer.

Managing Customer Perceptions

“Our realities are merely the perceptions we place around our experiences”. Understanding customer perceptions is the ‘key’ to ensuring excellent customer service and sales success. We will examine many situations relevant to the organisation and look at ways of reinforcing the client’s positive perception of your organisation as being one of ‘the best’.

Positive under pressure

Maintaining a positive approach to customer contacts is essential for the telephone professional when they are contacting large numbers of potential clients. We will show ways of keeping a confident attitude and approach at all times and how to sell yourself, your organisation and your products confidently.

Lunch 1.00-2.00

Questioning and need finding

Unless the salesperson satisfies customer needs there can be no sale. The ability to use open and closed questions to uncover ‘real’ customer needs separates the average from the successful telephone sales person. Delegates will learn how to use questions to discover customer needs, challenges and problems and how to use these to create value in the solutions their products provided.

Selling benefits

If you have opened the sale well and gained the “buyer’s” interest and attention, uncovered needs and agreed them with the customer the next stage is to present the benefits of your product, idea or service. To do this effectively sales people must be able to add value to their product and present both known and unknown benefits to build customer desire.

Recommendation and Closing skills

To sell you must be able to close. Delegates will learn how to recommend the best package to satisfy their customer’s needs and when it is best to close the sale.

Handling objections

The ability to deal with objections is an essential skill in sales. We will focus on how delegates can control the call so that they are able to deal with all objections calmly and confidently. We will cover; understanding the types of objection; dealing with objections effectively and keeping control during a call.

Customer Style Analysis

Building rapport is not just analysing what the customer is saying but also understanding the customer business style and personality. In this way the tele-professional will be able to recognise the type and style of personality they are dealing with and can ‘slot’ quickly and easily with the client ensuring a smooth communication process.

Essential telephone time management and organisation

One of the essentials for increased productivity is a highly organised team. We will be teaching the tips and techniques for the smooth running of a tele-operation and how each person can achieve more in an average day.

Proposed methods of training will include:

  • Role-play (using video/audio feedback depending on group size).
  • Questionnaires examining learning styles.
  • Video scenarios with discussion.
  • Brainstorming sessions.
  • Group discussion.
  • Action planning

Course close and paperwork

All delegates will complete an action plan that can be used to evaluate the skills learned from the day.