Telephone Selling Training Course – How to open the telephone call effectively

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.

How to open the telephone call effectively


  1. First impressions are disproportionately important on every call
  2. The initial impact you make is within your control
  3. Constant conscious effort is needed to maintain and improve your impact on customers

These points are obviously most important on new calls and with developing contacts, but are still very important for your regular customers, who will soon feel “taken for granted” if you allow familiarity to breed contempt.

Never forget:

  • your regular customers are someone else’s prospects
  • you will rarely have all their business
  • on every call there is something that you want to offer your customer
  • as a customer they will choose whether or not to buy

The Objectives of Your Opening

Remember that:

  1. At the beginning of your call the attitude of the customer will vary. The same person may be indifferent or antagonistic, suspicious and irritable or friendly, helpful and interested.
  2. Good buyers are busy people (beware the ones with time to spare)
  3. Good buyers are often pre-occupied with business problems, and are usually satisfied with things as they are, therefore it is your responsibility to open the interview so that you achieve your objectives which are:
    • To gain their attention
    • To arouse their interest
    • To gain their participation
    • To be able to lead easily into the presentation

How to achieve your objectives

You should:

  • Relax and be natural (but not casual)
  • Smile (make it genuine and friendly)
  • Be enthusiastic (its infectious)
  • Be positive (never say “I was just calling” or “nothing today?“)
  • Put yourself in the customer’s shoes (how do you feel when you are interrupted)
  • Keep appointments made to call back at specific times (reasons are never excuses)
  • Remember their name and get it right
  • Be courteous and cheerful
  • Don’t assume a welcome, earn it

What you say and how you say it

  • Voice and words can make sales or ruin them
  • Prepare your opening remarks carefully
  • Try to be interesting to the customer (talk about their 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

Related information

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