Telephone Selling Training Course – Question Categories

Selling on the telephone is very different from face-to-face sales and a telesales team require a specific set of skills and techniques if they are to be successful. It is not enough just to give them a contact list and tell them to ‘get on with it’. Successful results in telephone sales is a by product of successful telesales training.

We, at Total Success Training Ltd are always being asked if our Telephone Sales Training Courses and Telemarketing Seminars teach techniques ‘that really work’ in the real world’. The answer to that question is ‘YES’ because our trainers not only train sales techniques but have actually sold over the telephone in previous jobs. They are able to use their experience to train our delegates to understand the tools and techniques that will enable them to sell confidently and with flair.

We have over 20 years of sales training expertise and use our experiences to show the best and most practical ways to boost sales results and how to sell effectively.

Introduction to Selling, Telesales, Negotiation skills and Presentation Skills are some of the sales related courses trained by Total Success Training  throughout the UK.  If you require further information on our training courses please contact us.


The types of open questions you can ask can be broken down into various categories. This is a great technique to use to focus onto the most effective questions for each specific product/service. If you know the information you need from the customer this will give you question categories that will help in the sale. For example, you are selling leasing services to computer hardware retailers. You need to know: the types of customer the retailer prefers to sell to; what problems they have with bad debts; how much they wish to speed up their sales cycle; who is already supplying finance to them currently and what relationship they have with them; and what’s a typical sale for them. Therefore the categories and questions are listed below.

Category Information I need Objections to overcome Questions to ask
Customers What types of customer do they have or want? We’ve got enough business at present. Thank you What type of customers do you deal with?

What is an ideal customer?




What will they use our products/services for? We’re already doing that

We’re OK as we are

How important is/are:

reducing bad debts/debtor days

speeding up the sales process

increasing your closing ratios




Who are their main suppliers?

Who else is in the marketplace?

Who’s offering what we offer?

We already use someone Who is your current supplier?

What do you like about their services?

What don’t you like about their services?

What would you look for in a new supplier?

How might our product help your current business?




What types of client/business would they need to secure more of? We’ve got enough customers at the moment What would be a typical/ideal sale for you?


Products /Services


What is their product mix?

What are they offering in the future?

  What products and services do you offer?

What is the % between hardware and software?

Gentle Closing and Commitment     What needs to happen for you to use us?

What do I have to do to get you using us as your preferred supplier?

Where do we need go from here?



QUESTION CATEGORIES: Use the table below to work out what sort of questions you should be asking your clients and customers. When you have completed the table, role-play with another person – one of you should play a typical customer and the other should play the salesperson, using the questions to uncover the customer’s needs.































Who will benefit from the course?

This course is designed to give both new and experienced telesales professionals the confidence to approach, appoint, present to and close potential customers. Delegate numbers are limited to no more than eight to allow an environment where the maximum learning can be achieved. We use a combination of learning methods but place emphasis on role-play reinforcement of real life situations based on products and services relevant to the delegate’s organisation.

Our training is carried out in a risk free environment which encourages delegates to practice the skills needed for successful appraisals. We use a number of training methods including role-play, video, audio, workshops and group exercises to enhance the learning process.

Course Dates

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In-Company Courses

Total Success have developed a series of in-house training modules. These are designed so that an organisation can pick the training which is more applicable to its own needs and budget. Please call us to discuss your specific requirements

Total Success Training Packs

Why use a total success training pack

If you are looking to run your own training course but lack the materials and the time to develop a fully functional training seminar we produce a range of training materials and packs which will suit your requirements exactly. All of our packs and been written by our own training experts and we can guarantee that the training pack will satisfy your course requirements. Each pack will contain a full set of PowerPoint training slides, trainer’s notes, a course manual, and a full set of handouts and activities.

We have been running our courses since 1995 and have trained 1000’s of people via open courses and in-company seminars. We guarantee that the course you buy is the one we train. All courses are trainer and trainee friendly so you’ll be up and running quickly (depending on your training experience).

We know how difficult it is to choose amongst the many training materials available on line, that’s why we have 3 packages that will suit you needs. With our gold, silver and bronze packages you can choose the training format that’s right for you and your budget. Call us 0044 (0)208 269 1177 to discuss your requirements or email us

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