Phone Sales Training: 8 Skills Every Sales Rep Should Master (2023)

Sales, sales, sales. At the end of the day, no business can prosper without sales! And just as every business is different, so there are many different kinds of sales.

Perhaps the most challenging sales environment is internal or phone sales. Still, this market can also be among the most profitable for those who can master its mysterious ways. That’s why your team needs the best phone sales techniques.

How do they acquire those techniques? Simple: phone sales training.

Phone sales training can provide your team members with the specialized skill set they need for selling on the phone. Skills like building rapport with potentials, message delivery and knowing when to call.

After all, these and other skills form the foundation of knowing how to sell over the phone. Phone sales training will give your sales reps the practice they need. As the saying goes, “practice makes perfect!”

How Can I Practice Phone Sales?

Phone Sales Training: 8 Skills Every Sales Rep Should Master (1)An important part of any sales training program, including phone sales training, is practice. But how should your employees practice? Here are some helpful tips for practicing phone sales:

  • Role play. Phone sales training doesn’t have to be all work and no play, after all. Have your team members role play calls with each other. This will give everyone a chance to share sales tips while also boosting confidence.
  • Record each other’s pitches for later. Allow your team members to record themselves making their sales pitches to imaginary potentials. Afterward, have them play back the recordings. In this way, your sales reps can learn about tone of voice and clarity. Listening to these recordings also gives experienced sellers a chance to share their phone sales tips with newer team members.
  • Personas. This practice tool is not only fun, it’s also a great way of training for sales in any field. Have your team members assume different personas like “uninterested”, “too busy” or even “broke”. As your employees practice overcoming these common resistance methods, everyone will learn more about projecting confidence while earning trust. That kind of phone sales training is simply priceless.

What is the Most Important Part of Opening A Sales Call?

Arguably the most important aspect of any sales training is learning how to open the call. The best sales training preparation will teach your sales team members to open their sales calls with confidence and candor.

Telemarketing training courses have always taught that the opening is the most important part of the sales pitch. This is where the entire mood of the conversation will be set. Your team members should be affable, confident and engaging.

Effective phone sales training will also teach them to be discerning. All the phone sales tips and tricks in the world won’t help if your sales rep can’t read their customer from the beginning.

(Video) How to Master Phone Sales with Grant Cardone

Therefore, the most important part of opening any sales call could be called impression. Effective sales representatives open sales calls by giving the customer a good impression while also sizing up that customer immediately.

This skill, when mastered through phone sales training, will combine building rapport with qualification. Read on to learn more about these and other crucial skills no sales training course should ever be without.

The 8 Crucial Phone Skills Every Sales Rep Should Master

Sales classes have been around just about as long as people have been selling goods and services to one another. Everyone wants to find a way to have a winning edge over their competitors, thus ensuring success.

Investing in your sales team members’ phone sales training is a critical piece in that puzzle. After all, you don’t want a team of sales novices wasting time and money on dudd phone calls. You want a team of sales masters who can close the deal and exceed expectations every time.

To meet that goal, we’ve listed some crucial phone skills below that every effective sales training program should include.

Building Rapport

One of the foundational sales training ideas you’ll hear is that a sales rep never sells a product or service. No, a salesperson’s first goal is to sell themself. You see, a customer will never buy from a seller they don’t like.

That’s why building rapport with your customers is so crucial, right from the get go. Phone sales training can teach your team members how to establish rapport and affability with clients naturally.

When your potential clients feel like they know you and like you, then they’ll begin to trust you. And once you have earned their trust, closing sales deals will become almost automatic.

Phone Sales Training: 8 Skills Every Sales Rep Should Master (2)

Tone of Voice

Every sales representative worth their salt knows that to be successful they have to first perfect their tone of voice. Tone of voice can be seen as the vehicle on which all the information your team member offers is conveyed. It should be clear and confident, authoritative, yet personable.


You wouldn’t deliver your product in a dirty, damaged package, after all. Neither should your sales reps be communicating in timid, halting sentences. Phone sales training can teach anyone to speak in a way that sells, no matter who their audience is.

Products and Services Expertise

Part of projecting an authoritative tone of voice is demonstrating expertise on the services or products you’re selling. Your potential clients won’t be swayed to buy from an amateur reading from note cards.

No, they’re expecting someone who can explain the product to them in a way they can understand. Effective phone sales reps leave customers feeling like they know everything about the service or product they’re being offered.

This familiarity builds trust, both in the seller and in the product. And what does trust lead to? Sales.

Qualifying a Prospect

We touched on qualification earlier as one of the most important elements of opening any sales call. Effective phone sales training can help your sales reps size up potential clients quickly, saving both time and money.

Experienced sellers know that qualifying a potential goes hand in glove with establishing rapport. By asking subtle questions and actively listening to customer responses, your team members can learn a lot quickly.

Is this potential someone who will benefit from the product or service? Do they appear to have the resources to invest in what you’re selling? Are they open to discussion or resistant to what you’re offering?

Being able to answer these questions quickly means being able to avoid wasting time on dead-end calls. It also means being better able to craft your message delivery, the next step in successful phone sales.

Message Delivery

Message delivery is related to product expertise and tone of voice. To effectively deliver the message of value your products or services offer, your rep needs the right tone of voice. They also need to be an expert on the product or service being offered.

(Video) The 3 Most Important Skills In Sales

With those two skills in hand, they can now engage in effective message delivery. The key here is to be able to see the offer through the customer’s eyes. To see the value not from the position of the seller, but as a buyer. This kind of empathy in sales is something phone sales training can provide.

It’s not always about being quick in your presentation or doing all the talking. Sometimes effective message delivery means speaking the customer’s language (figuratively, or literally) by using concepts they’re familiar with. Are you more likely to listen to someone you like and relate to or a stranger who rubs you wrong?

To get your message across in a meaningful way that closes the deal, you need to know the best methods. Phone sales training can provide that insight to both you and every member of your team.

The Best Time to Call

Knowing when the best time is to call a potential is a bit more art than science. After all, not everyone lives by the same schedule–or in the same time zone. All the same, there are some basic rules of thumb that can be learned in sales training.

Look, nobody wants their phone going off while they’re trying to sleep in on a Saturday morning. They certainly don’t want a salesperson calling them up during dinner with the family either.

So when is the best time to call? Maybe we can switch that question around and ask you. When would you prefer to be called? Chances are the answer would be something like, “when I’m not too busy…or tired”. And we’d agree!

Experts suggest calling around mid-morning, when most folks are at their best. After lunch, everyone’s fighting afternoon fatigue and thinking about quitting time. And once they’re off the clock, their minds and checkbooks are too.

But is this a hard rule? Not exactly. That’s why you need to know your customer. Remember the whole qualifying thing we described earlier? Funny how sales training seems to build upon itself like that.

Time Management

Phone Sales Training: 8 Skills Every Sales Rep Should Master (3)An important skill that any sales training worth your investment will teach is time management. Time management is one of those general skills which apply to every area of a business.

(Video) Flume Sales Training - Sales Training that actually works

Somebody once said, “time is money,” and that’s certainly true in sales. Some customers require a little more time to close the deal. Others will gladly take all of your time and leave you with nothing.

The trick is having sales reps who know how to arrange calls by priority/potential, and then execute those deals efficiently.

Follow-up Calls

Think about the last time you had good service at a restaurant. Did the server ask about appetizers or aperitifs? Did they come back a few minutes later to see if you’d decided? That’s called a follow-up. Your chances of buying an appetizer are a lot lower if the server doesn’t follow up.

The same concept exists in phone sales. Once your rep has made contact with a lead, qualified them and established rapport, it’s time to build a relationship. Follow-up calls are essential to successful phone sales and absolutely critical to repeat sales through relationship-building.

When you stay fresh in your customer’s mind, they’re more likely to turn to you for future needs. Refining the art of follow-up calls is something anyone can learn. It just takes a little instruction. The kind of instruction your team will receive when you invest in phone sales training.

Get over telemarketing hangups with phone sales training!

Anyone can make a phone call, and anyone can make a sale–with the right training. So it serves to reason that anyone can succeed at phone sales as well. All that’s needed is the right phone sales training!

At Selling Revolution, our true calling is helping businesses just like yours make the calls that end in profit. Our success is your success.

Our phone sales training courses are fully customizable because we know that your needs are as unique as your customers.

So why not book a call with Selling Revolution today? Your success in phone sales is only a phone call away, after all.

(Video) Tonality: How To Build 'Master Level Authority' On a Sales Call


What are the 3 most important skills of a great sales representative? ›

Essential Sales Skills Every Rep Should Have
  • Communication.
  • Prospecting.
  • Discovery.
  • Business Acumen.
  • Social Selling.
  • Storytelling.
  • Active Listening.
  • Objection Handling.
25 Aug 2022

How do you master phone sales? ›

17 Phone Sales Tips from the Experts to Help You Make Better Sales Calls
  1. 1Know the best time to call.
  2. 2Set a calling goal.
  3. 3Research your lead's competitors.
  4. 4Be prepared to go to voicemail.
  5. 5Make your introduction count.
  6. 6Use a script for better time management.
  7. 7Practice desensitization.
  8. 8Make time to follow up.

Which skills are required in telephone sales and services? ›

Customer service

To encourage customers to continue buying from their company, agents call them after a sale to make sure they are satisfied with the product or service. They also collect, compile and update customer records in a database, making it vital to have excellent typing and telephone skills.

What are the 3 most important things in sales? ›

Being successful in sales and learning how to become better at sales boils down to 3 things: empathy, a genuine desire to help, and persistence.

What are the 3 C's of effective sales? ›

Here are the three C's all salespersons should possess:
  • CARE. Any seasoned sales representative will tell you that you need to talk less and listen more. ...
  • COMMITMENT. No deal is signed, sealed and delivered without some chase. ...
  • CONSISTENCY. And of course, you need to offer consistent service and communication.
14 Aug 2013

What are the 4 tips of the sales basics that beginners must master? ›

With this in mind, here are 11 valuable sales tips for beginners.
  • Think About Who You Should Be Selling to. ...
  • Don't Think About Your Goals – Think About Your Customer's Goals. ...
  • Sell Value, Not Specs. ...
  • Don't Take Rejection Personally. ...
  • Honesty Is the Best Policy. ...
  • Research Is Key. ...
  • Personalize Everything.
11 Jan 2021

How do I become a better phone rep? ›

12 more tips for phone sales
  1. Take as many calls as you can during each day.
  2. Set an agenda for sales calls.
  3. Rehearse your tone.
  4. Maintain your energy level throughout each call.
  5. Get to the point right away.
  6. Use batch calling methods.
  7. Try not to mention your competitors.
  8. Develop your confidence.

How do I become a successful phone sales rep? ›

19 Phone Sales Tips
  1. Start sales calls with a bang.
  2. Buy as much time as possible.
  3. Don't bad-mouth competitors.
  4. Use awesome labels.
  5. Set the agenda and stay in control.
  6. Stand up.
  7. Use emphasis wisely.
  8. Adopt a cold-calling persona.
20 Jun 2022

What 8 skills are needed in customer service situations? ›

As such, anyone in sales must be able to exercise high levels of customer service skills.
  • 2 Types of Customer Service Skills. ...
  • Product knowledge. ...
  • Patience. ...
  • Communication. ...
  • Problem-solving abilities. ...
  • Emotional intelligence. ...
  • Empathy. ...
  • Tenacity.

What are the 5 guidelines of essential skill for telephone communication? ›

  • Use a positive tone. This may sounds cliche, but your smile can be heard by the person on the other end of the phone call. ...
  • Make it crystal clear. ...
  • Be a sincere customer service. ...
  • Say the customer's name. ...
  • Improve your customer service by leaving them satisfied. ...
  • Conclusion.
20 Mar 2022

What are the 4 P's of sales? ›

The marketing mix, also known as the four P's of marketing, refers to the four key elements of a marketing strategy: product, price, place and promotion.

What are the 5 pillars of sales? ›

They are empathy, passion, perseverance, the desire to learn, and a dedicated work ethic. Over the course of the summer we will release informative articles that take a closer look into each of these five qualities, beginning with, “The Importance of Empathy in Becoming a Top Sales Performer.”

What are the 4 pillars of selling? ›

The Four Pillars of Sales: Honesty, Integrity, Knowledge, and Genuine Interest.

What are the 3 A's in sales? ›

The Three A's of Sales:

The sales profession is not the issue itself; it is the attitude, approach, and activity that you have toward the sales process that impacts your understanding and experience of it.

What is the 3 rule marketing? ›

Three is the smallest number to create a pattern. The simple formula was used heavily in the past through paid TV spots to hit the largest segment at the same time: serve up your 30-second TV spot three times to your audience and the message will likely stick.

What are the C's of selling? ›

In today's market environment, effective selling involves building trust through the use of five C's: conversation, curiosity, collaboration, customization and coaching.

What are the 6 P's in sales? ›

The building blocks of an effective marketing strategy include the 6 P's of marketing: product, price, place, promotion, people, and presentation.

What are the 5 A's in sales? ›

Philip Kotler, the five stages (Awareness, Appeal, Ask, Act and Advocacy) allow marketing and sales professionals to create a map of the customer's needs and priorities during the different parts of their purchase process.

What are the 8 steps of a call? ›

You can use this checklist as a review before and after each sales call to make sure you cover all the bases.
8 Steps to a Successful Sales Call
  • Preparation Prior to Sales Call. ...
  • Greeting and Introduction. ...
  • Qualifying. ...
  • Surveying. ...
  • Handling Objections. ...
  • Presentation. ...
  • Closing. ...
  • Customer Maintenance.

What are the 10 sales process? ›

10 Steps To Sales Success
  • Prospecting Stage. ...
  • Qualifying Stage. ...
  • Initial Meeting & Needs Discovery Stage. ...
  • Needs Analysis. ...
  • Presentation/Product or Service Demo. ...
  • Proposal/Quotation Presentation. ...
  • Influencer Approves. ...
  • Key Decision Maker Or Committee Approves.
15 Dec 2014

What are the 9 steps in sales process? ›

The 9 Step Sales Process
  1. Initial Meeting.
  2. Valuation.
  3. Deal Team.
  4. Buyer & Marketing.
  5. Buyer Pre-Screening.
  6. Buyer/Seller Meeting.
  7. Offer to Purchase.
  8. Due Diligence.
24 Jun 2021

How do you convince customers to call? ›

  1. 10 Tips on How to Convince a Customer in Call Centre. James Wilshiere. ...
  2. Gather Sound Knowledge About Your Offerings. ...
  3. Analyse Your Strength and Weakness. ...
  4. Practice a Lot. ...
  5. Keep Notes While Calling Customers. ...
  6. Transfer the Call. ...
  7. Minimise the Waiting Period and Optimise the Whole Process. ...
  8. Focus on Building Rapport.
11 Jul 2021

What are the best sales techniques? ›

10 Surprisingly Effective Sales Techniques, Backed by Research
  • Sell to Your Buyer's Situation (Not Their Disposition) ...
  • Disrupt Your Prospect's Status Quo. ...
  • Introduce Unconsidered Needs. ...
  • Tell Customer Stories with Contrast. ...
  • Avoid the Parity Trap in Sales Conversations. ...
  • Make Your Customer the Hero.
1 Apr 2021

What makes a good phone agent? ›

A warm and friendly approach will go a long way to developing a good rapport with a caller. An agent must be able to convey a genuine understanding of a customer's concern and ensure them that they are being heard. A lot can be achieved if an agent shows empathy for a customer's issue.

How can I improve myself as a sales representative? ›

Transform your contact centre
  1. Set Clear Goals for Each Day. As a salesman, you should set goals for improving yourself at least every month. ...
  2. Be an Active Learner. ...
  3. Track Your Progress. ...
  4. Apply for Certification. ...
  5. Be an Active Listener. ...
  6. Work On Your Attitude.
2 Jul 2017

How do I practice sales calls? ›

Seven Sales Cold Calling Best Practices That Will Change Your View of Cold Calling
  1. Know your prospect. ...
  2. Know and trust your offer. ...
  3. Reduce distractions. ...
  4. Craft conversations that build relationships. ...
  5. Learn to accept rejection. ...
  6. End every sales call by confirming the next step. ...
  7. Rely upon cold calling automation.

What are the most important elements of a sales call? ›

4 Elements of Any Good Sales Call
  • Set a goal for the number of calls you want to make per day.
  • Worry about what you can learn rather than what you will say.
  • Focus on how your product or service can help instead of what it does.
  • Ask for the sale on every call.
12 Nov 2017

What are the 8 skills? ›

8 job skills you should have
  • Communication.
  • Teamwork.
  • Problem solving.
  • Initiative and enterprise.
  • Planning and organising.
  • Self-management.
  • Learning.
  • Technology.
6 Dec 2018

What are the 5 P's of customer service? ›

The 5 areas you need to make decisions about are: PRODUCT, PRICE, PROMOTION, PLACE AND PEOPLE. Although the 5 Ps are somewhat controllable, they are always subject to your internal and external marketing environments. Read on to find out more about each of the Ps.

What are the 6 pillars of customer experience? ›

Developed by KPMG Nunwood of the UK following research involving more than one million customers across three continents, the system spotlights six key principles as the building blocks for customer experience success: personalization, integrity, expectations, resolution, time and effort, and empathy.

What are the 4 E's of telephone etiquette? ›

Here are four important ones:
  • Be a name caller. No, we're not asking you to revert to your childhood ways and tease the people you speak to on the phone. ...
  • Be mindful of volume. Speaking too loudly or speaking too softly will only prove to be a distraction during your calls. ...
  • Stay focused. ...
  • Use proper hold procedures.
11 Jan 2017

What are the 10 Commandments of cell phone etiquette? ›

10 Commandments of Cell Phone Use
  • Respect those you're with. ...
  • Let voicemail handle non-urgent calls when appropriate. ...
  • Set a good example to the younger generation. ...
  • Wait to text, and save a life (yours). ...
  • Stash your cell when dining out. ...
  • Remember when 'private time' is in order. ...
  • Keep arguments under wraps.
17 Jul 2012

What are the 8 most important communication skills? ›

Essential Communication Skills for Leaders
  1. Ability to Adapt Your Communication Style. ...
  2. Active Listening. ...
  3. Transparency. ...
  4. Clarity. ...
  5. Ability to Ask Open-Ended Questions. ...
  6. Empathy. ...
  7. Open Body Language. ...
  8. Receiving and Implementing Feedback.
14 Nov 2019

What are the 7 principles of communication skills? ›

Seven Principles
  • Comprehensive. People shouldn't be left wondering if there is more to come. ...
  • Clarity. The purpose of messages should be clear; worded in such a way that the receiver understands the same thing which the sender wants to convey. ...
  • Attention and Style. ...
  • Coherency. ...
  • Timeliness and Urgency. ...
  • Importance of Feedback.
14 Jun 2022

What are the 7 steps to creating a sales plan? ›

Sales Planning Process
  1. Gather sales data and search for trends.
  2. Define your objectives.
  3. Determine metrics for success.
  4. Assess the current situation.
  5. Start sales forecasting.
  6. Identify gaps.
  7. Ideate new initiatives.
  8. Involve stakeholders.

What are the 7 functions of marketing? ›

The 7 functions of marketing are promotion, selling, product/service management, marketing information management, pricing, financing and distribution. Understanding the core functions of marketing can help you better focus your efforts and strategies to support your business.

What are the 4 and 7 P's of marketing? ›

Initially 4, these elements were Product, Price, Place and Promotion, which were later expanded by including People, Packaging and Process. These are now considered to be the “7 P's” mix elements.

What are the 7 layers of the sales funnel? ›

To help you get started, here is a basic breakdown of a seven-stage sales funnel:
  • Stage 1: Awareness. ...
  • Stage 2: Interest. ...
  • Stage 3: Evaluation. ...
  • Stage 4: Decision and Negotiation. ...
  • Stage 5: Sale. ...
  • Stage 6: Renewal. ...
  • Stage 7: Repurchase. ...
  • The Stage You're Missing: Revive Dead Leads.

What are the 5 psychology of selling? ›

The psychology of selling has been best outlined by Dr. Robert Cialdini in his highly acclaimed NYT bestseller Influence, with six key principles that he highlighted. These principles are reciprocity, commitment, authority, social proof, liking, and scarcity.

What are the six selling steps? ›

Cultivating relationships are a vital part of the sales process steps
  • Define and refine your book of business. You might think prospecting is the first sales process step. ...
  • Prospecting and outreach. ...
  • Discovery conversations and meetings. ...
  • The sales presentation/demonstration. ...
  • Close the deal. ...
  • Post-sale follow-up.
16 Aug 2021

What are 3 qualities that make you an outstanding sales person? ›

5 Qualities That Make a Great Sales Person
  • Communication Skills. Sales is basically all-day communication. ...
  • Drive. A great salesperson needs to be passionate about what they do and have a drive to be successful. ...
  • Patience. Similar to commitment, a good sales person must also have a great deal of patience. ...
  • Empathy.
24 Sept 2018

What 3 core values should every salesperson possess? ›

The 6 Key Values of Top Sales Professionals
  • Independence. Sure you've got an entire company behind you, but ultimately the only person you can really count on to get things done is yourself. ...
  • Courage. If a deal doesn't make sense, it's not worth pursuing. ...
  • Pride. ...
  • Creativity. ...
  • Confidence. ...
  • Honesty.
23 Sept 2010

What are 3 main duties of salesperson? ›

  • Present, promote and sell products/services using solid arguments to existing and prospective customers.
  • Perform cost-benefit and needs analysis of existing/potential customers to meet their needs.
  • Establish, develop and maintain positive business and customer relationships.

What are the 3 things for sales? ›

3 Powerful Skills You Must Have to Succeed in Sales
  • S – Sincerity – Listen without an agenda, it's not about your needs.
  • E – Ethics – Don't try to talk someone into something, listen to what they want.
  • A – Asking – Serve others by asking questions that will assist them in making a wise buying decision.
22 Aug 2011

What are the five Ps of selling? ›

The 5 areas you need to make decisions about are: PRODUCT, PRICE, PROMOTION, PLACE AND PEOPLE. Although the 5 Ps are somewhat controllable, they are always subject to your internal and external marketing environments. Read on to find out more about each of the Ps.

What are 5 of the 9 characteristics of a successful salesperson? ›

  • Respectful. ...
  • Good Listener. ...
  • Passionate. ...
  • Resourceful. ...
  • Subtle. ...
  • Competitive. ...
  • Optimistic. ...
  • Empathetic.
11 Nov 2016

What are the 5 C's that are important to be a great sales person? ›

In today's market environment, effective selling involves building trust through the use of five C's: conversation, curiosity, collaboration, customization and coaching.

What are the 4 pillars of sales? ›

The Four Pillars of Sales: Honesty, Integrity, Knowledge, and Genuine Interest Paperback – Import, 7 March 2020.

What are the 8 characteristics of a successful salesman? ›

Eight must-have traits of a successful salesperson
  • Positive. The best salespeople are approachable and the heart of being approachable is being positive. ...
  • Respectful. ...
  • Passionate. ...
  • Perceptive. ...
  • Sociable and friendly. ...
  • Good listener. ...
  • Doggedly persistent. ...
  • Humble learner.

What is key skills in sales? ›

It's crucial to have good verbal and written communication skills when working as an inside sales representative. This is mostly because you'll be engaging with customers over the phone and pitching your product to them. Your ability to effectively communicate will highly impact whether or not you made a sale.

What is the golden rule of a salesperson? ›

Salespeople should handle their customers with unselfish and ethical service. III. THE GOLDEN RULE OF PERSONAL SELLING refers to the sales philosophy of unselfishly treating others as you would like to be treated.

What is the #1 skill a salesperson should have? ›

Rapport building - selling your personality

Building a strong rapport with customers is important, as you've got to convince them that you're the best person to sell them a product. There's no better time to show these skills than in your job interview, as this is the ultimate sale.

What is the number 1 function of a sales person? ›

A sales rep interacts directly with customers throughout all phases of the sales process. They're responsible for identifying a customer's needs, pitching relevant products or services, and ensuring they have a positive experience from start to finish.

What are the 7 P's of sales? ›

Sales Theories - The 7 P's of a Successful Sales Person
  • Positivity. The best sales people are happy sales people. ...
  • Passion. People don't just buy into the product or service you are selling, they buy into you personally. ...
  • Product Knowledge. ...
  • Persistence. ...
  • Patience. ...
  • Problem Solver. ...
  • Prick up your ears.

What are the 4 A's in sales? ›

The "four A's" of sales letters are attention, appeal, application, and action.


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