Proactive Telephone Sales Techniques

"Overcome reluctance, build confidence & generate sales through proactive telephone calls"

Overall Aim:

The aim of this 2 ½ workshop is to help staff achieve a greater appreciation of the importance of researching the market to identify great leads and plan effective campaigns to get the best out of their day. Staff will also learn to achieve a greater appreciation of the importance of making proactive outgoing calls and become more effective in their ability to influence and communicate with customers on the telephone to grow sales. They will gain a greater awareness of customer’s expectations, learning to develop the necessary skills in using the telephone to overcome reluctance, deal with rejection and effectively pick up the phone in order to generate leads, build valuable customer relations and increase sales.

Who Should Attend:

A practical and interactive 2 ½ day workshop, the course is designed for all sales staff that make proactive outgoing calls to customers and prospects in order to generate new business.


After completing the workshop, each participant will be able to:

  • Apply adaptable skills to generate additional sales in a confident and competent manner
  • Improve their efficiency on the telephone through better preparation and planning
  • Work through the numbers & build a healthy pipeline of sales
  • Be more assertive in their communications by phone, know when & how to control the call
  • Overcome reluctance, handle rejection and create opportunities by picking up the phone
  • Present a professional image, have the right attitude and build trust with the customer
  • Talk to customers in their own language and with the right tone of voice 
  • Guide the customer effectively through each stage of the sales presentation
  • Get the customers attention and engage in conversation using stimulating introductions
  • Really listen to customers and pre-empt customers’ needs through skilful questioning
  • Build a case, present the benefits and handle objections effectively
  • Show discretion and tactfulness, when helping customers make the right decision
  • Learn to recognise buying signals, know when to ask for the order and close the sale
  • Write slick sales scripts to win sales and create happier customers
  • Build opportunities and generate additional sales by keeping in touch with customers

Workshop Content:

  • Preparation and planning of calls to overcome reluctance and build confidence
  • Work the numbers to qualify leads and build the pipeline to generate sales
  • Make outgoing calls with confidence and get past reception
  • The importance of a positive attitude to create great first impressions
  • Influence customers with your tone of voice – it’s not what we say, it’s how we say it
  • Guide the customer through the 4 steps of the sales cycle to generate the sale
  • Create and deliver the perfect sales pitch to grab the customers attention and build interest
  • Build great rapport through active and essential listening skills
  • Get the customer talking and uncover their needs using skilful questioning
  • Match the customer’s needs with your product or service offering
  • Talk the customer’s language, present relevant benefits and make a connection
  • Pre-empt customer issues, deal with objections and qualify the price
  • Avoid overselling, recognise verbal buying signals and ask for the order
  • Create and use winning sales scripts
  • Keep to a schedule, take detailed notes and analyse calls for continuous improvement

Training method:

Training is based over a 2 ½ day programme, with group discussions, exercises, case studies, role-plays & feedback based on individual/group needs.  Each learner receives a workshop manual.  Mentoring is provided with role-plays.

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