Phone Sales Training | The Secret to Making More Sales - Klozers (2023)

Phone Sales Training – Top question from Google

How to practice Phone Sales?

In order to become better at selling over the phone, it is important to first understand the basics of phone sales.There are a few key things to remember when making a sales call such as: be prepared, be professional, and be persistent.

In order to prepare for a sales call, you should have a solid understanding of your product or service, as well as the needs of your customer. You should also have a well-crafted pitch that can be tailored to each individual customer.

Despite the continued negativity around cold calling and telephone sales, and the growth of the web and social media, the phone remains a really powerful sales tool. This is not just our opinion, we have clients with teams of salespeople, each of which is working the phone all day, every day.

As with any other area of sales, its important to have a sales process that you can follow. A telephone sales process is essential to develop consistency and understand where you are at any point in the conversation.

We believe that learning how to effectively use the telephone, regardless of the purpose is an essential part of your business training for every employee. The very best way to practice after attending our telephone sales course is role play.

What type of sales calls are you making or receiving?

Before making any telephone calls we suggest you first ask yourself “What is the nature of the telephone call your about to make or receive?”. Is it:

  1. Setting an appointment with a stranger
  2. Setting an appointment with a potential client or customer
  3. Following up a proposal
  4. Customer Service with a view to upselling
  5. Account management
  6. Responding to an inbound enquiry
  7. Trying to sell a product or services

In many cases phone sales isn’t about selling, it’s more about starting a conversation.

Is it an Inbound Call or an Outbound Call? As you can imagine, from the variety of different scenarios the strategy behind each call can change dramatically.

Outbound Cold Calling is very different to responding to Inbound sales enquiries. However, regardless of the scenario the art of phone sales is one that can be learned with some good sales training and a bit of practice.

Contrary to what you may believe, you don’t have to be a natural born salesperson to be successful in this field. There are many simple tips that you can follow to boost your confidence, improve your skills, and increase your chances of making a sale.

Use an omnichannel approach to telephone sales

The telephone is a great tool, but equally so are email and LinkedIn. Therefore why limit your sales campaigns to the one channel? Over the years we have learned that using a combination of the telephone, email and LinkedIn is by far the best way to get results when it comes to outbound sales campaigns.

Like everything, your strategy is just as important as the execution so designing campaigns that salespeople believe in is much more powerful than just using a “hit the phones team” approach.

(Video) How to Write a Sales Plan that Blows Away your Competition

Here’s an example of campaign we put together for a client that where their team reached 23% of the target audience to fill a webinar.

Telephone selling top tips

There are a few key things you can do in order to practice and improve your phone sales skills. Like everything in sales, you will never become proficient without training, coaching and practice. Training can be provided by the Sales Manager, Team leader or an external training partner such as ourselves.

1. Be prepared and ensure you have all the data, tools, scripts and strategies to hand before you start calling.

2. Track your numbers so you can tell what is working and what needs adjusting. Ideally you need to get to the position of knowing for every 100 calls I make I get to speak with x number of decision makers and from those I get x numbers of meeting/sales/whatever your goal is.

3. Start by warming up your pitch and your voice. Never start with your best prospects. Pick a list of prospects that you have nothing to lose and won’t lose any sleep if you burn through them. Save your best prospects and outbound calls till you are warmed up and ready to go.

(Video) Sales Management Training

4. Use a script at the start of every call followed by a series of questions that will uncover the business pain that your product or services resolve. In most cases the questions should be used to qualify prospects and moving to them to the next step in your sales process.

5. Know your product inside and out. You should be able to answer any question a customer could ask about your product within reason.

6. Practice your pitch. You want to sound confident when speaking to customers, so practice until you have your pitch committed to memory.

7. Stay calm and collected. It can be easy to get flustered when on the phone, but stay calm and think logically about how to respond to the customer in the best way possible.

8. Be polite and courteous at all times. Even if the customer is being difficult, stay professional and polite. Rather that trying to sell, first focus on establishing rapport with the person on the other end of the phone.

Who should I call when prospecting?

Most peoples perception of phone selling is the traditional cold call. Whilst cold calling strangers is still an option there are other groups you should consider calling such as:

  • Existing customers you would like to upsell or cross-sell to
  • Lapsed customers who used to buy from you but have now stopped
  • Old prospects who had expressed an interest but never took it any further
  • Old bids that you never won but know they will be in the market again at some stage
  • Lookalike leads who are simply prospects that fit your perfect prospect profile
  • People who may be able to give you a referral
  • Your professional network to keep in touch and maintain that relationship

How to overcome Phone Fear

When you think about it, making a phone call is a pretty straightforward thing. You dial the number, say what you want to say, and hang up. But for some reason, a lot of people find the prospect of making phone sales calls really intimidating.

Maybe it’s because we’re so used to communicating through text messages and social media that talking on the phone seems like a daunting task.

If you’re one of those people who hates making phone calls, here are a few tips from our phone sales training course that can help you overcome your fear and anxiety:

1. Prepare what you’re going to say ahead of time. This will help reduce your anxiety and make it easier for you to stay focused on your message.

2. Slow your heart rate down. A fast beating heart causes anxiety which can lead to fear. By deliberately slowing your heart rate you will eliminate the anxiety. This takes only 60 seconds and you simply take a huge breath and then try to count to ten as you breathe out. Typically your lungs will be expelled of air by the time you get to number 10. Repeat for 60 seconds and then pick up the phone.

3. Make sure you’re in a comfortable place where you can focus and won’t be disturbed or heard by others.

4. Try to call from a quiet place where you won’t be disturbed. For example, if you’re in an open office environment ask to use one of the meeting rooms so nobody can see and hear what you are doing.

5. Set 1 hour blocks in your diary twice per day so you have no excuses not to make the calls.

6. Use a CRM to track your calls – there is nothing worse than calling someone today by accident that you called yesterday but didn’t keep a record.

(Video) How the Best Sales Appointments are Never Qualified

7. Stop trying to sell to people. The harder you try to sell the more resistance you will receive. Focus on building relationships and moving prospects to the next stage of your sales process. This could be a follow up call, a demo, an in person meeting.

8. It’s not the size of fight in the dog, it’s the size of fight in the dog. Success in telephone selling is as much about mental toughness as it is your ability and selling skills.

What’s included in our telephone sales training course?

Telephone sales training is essential for any company that relies on outbound calling as a means of generating leads or sales. A well-trained staff can make the most of their time on the phone, and convert more prospects into paying customers.

The basics of telephone sales training include learning how to make a good impression over the phone, understanding how to build rapport with potential customers, and mastering the art of closing the sale. Additional topics that may be covered include objection handling, qualifying leads, and using scripts effectively.

It’s important to tailor the training program to match the needs of your company and sales team. Our experienced trainers can help you develop a curriculum for your telephone sales course that will dramatically improve your telemarketing results.

From our own experience your training should include topics like:

1. Confidence and Mindset – this is the single most common point of failure with all sales professionals. The constant flow or rejection, negativity and stalls and objections requires a thick skin and resilient mindset.

2.Telephone selling skills – these would include not just phone skills but off the phone skills like call strategies, call planning, sales process, contact mapping techniques, reducing the sales cycle and CRM management.

3. Building Rapport and how to get past gatekeepers, overcome objections and listening skills. The subtleties of selling products versus services.

Our own Telesales training course which can be delivered both in person via an in house workshop or online, is designed to provide a practical and no non-sense approach to the telephone. The sales training is tailored to the unique nature of every business to ensure your team leaves with not only a competitive edge but a framework for success. The training course can be delivered as onsite training at our clients premises or at one of our open training courses.

All our Telephone sales training courses include live phone selling where participants can watch your trainer making live sales calls, outbound calls and cold calls. These sessions are designed to help boost the confidence of the participants, and help they themselves practice the new telephone selling skills and strategies they have learned.

If you are interested and would like to learn more about our phone sales training, or any of our other great sales training courses for your team, we would love to hear from you.

(Video) Sales Coaching for Business 2 Business Sales Professionals


How can I improve my telephone sales skills? ›

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.

How training can increase sales? ›

Training your reps can increase your sales in many ways. It can give your team members the product knowledge and sales process knowledge they need to improve productivity. It can work on your rep's selling skills and soft skills for better performance, and it can also improve confidence and motivation.

What are the four major sources of sales training? ›

There are basically four types of sales training: inside sales, field sales, service sales, and sales management. Sales training programs are usually grouped into each type. Although many sales training programs have different names and categories, they can usually be categorized as one of these four.

What is the importance of sales training? ›

Sales training are beneficial in identifying the weakness of the salespeople and encouraging them to get back on track. For sharpening the Skills of Sales force – Sales is all about using right skills (be it communication skills, relationship building or negotiation skills) at the right time.

What are the five key points to a good telephone technique? ›

5 Ways to Improve Business Phone Etiquette
  • Answer the call within 3 rings. ...
  • Be calm and cheerful & smile when you talk. ...
  • Actively listen, and take notes. ...
  • Don't interrupt. ...
  • Ask permission to put a caller on hold.
17 May 2022

What is the quickest way to increase sales? ›

  1. Be Present With Clients And Prospects. ...
  2. Look At Product-To-Market Fit. ...
  3. Have A Unique Value Proposition. ...
  4. Have Consistent Marketing Strategies. ...
  5. Increase Cart Value And Purchase Frequency. ...
  6. Focus On Existing Customers. ...
  7. Focus On Why Customers Buy. ...
  8. Upsell An Additional Service.
30 Mar 2021

What are the five method of sales training? ›

Some of the modern methods for training a salesman are: (1) on the job training, (2) lectures and seminars, (3) internship training, (4) correspondence training, (5) meetings and conferences, (6) visual training!

What are the three ways to increase sales? ›

So what are the three ways to increase sales? Increase the number of customers.
Increase the number of repeat purchases.
  • Increase the number of customers. ...
  • Increase the average order size. ...
  • Increase the number of repeat purchases.
5 Apr 2021

What are the 4 A's in sales? ›

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

What are the 4 pillars of sales support? ›

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

What are the 4 sales steps? ›

There are four Steps in the sales process: 1) Greet, 2) Qualify, 3) Present, 4) Close.

What four 4 methods are used for delivering sales training? ›

Four Methods for Delivering Sales Training
  • 4 Effective Methods for Delivering Sales Training.
  • In-Person Instructor-Led Training Delivery.
  • Virtual Instructor-Led Sales Training Delivery.
  • Digital Sales Training Delivery.
  • Sales Coaching Training.
  • The Power of a Blended Approach.
23 Mar 2022

What is sales skill training? ›

Sales training is the process of improving seller skills, knowledge, and attributes to drive seller behavioral change and maximize sales success. To be most effective, sales training should be viewed, designed, and executed as a change management initiative.

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 10 steps of selling? ›

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 6 P's of answering the phone? ›

Always keep in mind that effective business telephone etiquette requires you to be: prepared, present, polite, patient, personable, professional, proactive.

What are the 8 basic techniques in answering telephone calls? ›

Phone Etiquette
  • Answer the call within three rings.
  • Immediately introduce yourself.
  • Speak clearly.
  • Only use speakerphone when necessary.
  • Actively listen and take notes.
  • Use proper language.
  • Remain cheerful.
  • Ask before putting someone on hold or transferring a call.
23 Jul 2020

What words increase sales? ›

Sales words such as 'proven', 'genuine', 'authentic', and 'endorsed' can help build trust. With increasing competition, customers want to partner with a brand they can rely on. When you use the word 'proven', it tells the customer that your product or service is market-tested and effective.

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

How can I increase sales 10X? ›

Tips to Achieve 10x Sales Growth for Startups
  1. Ramp up your sales with a defined sales process. ...
  2. Defining Sales Processes. ...
  3. Smart Tips to Achieve 10x Sales Growth. ...
  4. Tip 1: Chalk Out the Buyer and Customer Journey. ...
  5. Tip 2: Handhold Leads to Convert into Customers. ...
  6. Tip 3: Establish a System to Track Prospects. ...
  7. Tip 4: System Set-up.

What are the 5 C's of sales? ›

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 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 12 methods of training? ›

On-the-job training methods teach employees by actually showing them how to do a job when they are performing it on a real-time basis.
On-the-job training methods
  • Informal training between colleagues. ...
  • Induction training. ...
  • Hands-on training. ...
  • Job rotation. ...
  • Apprenticeship. ...
  • Internships. ...
  • Coaching.
30 Mar 2021

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 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 are the 3 pillars in sales? ›

A healthy, high performance sales team needs to be built on three pillars — compensation, competition, and camaraderie. These are three simple yet measurable foundations that, when built upon, will inspire your sales team to maintain the highest level of productivity and performance regardless of circumstance.

How do you impress a client? ›

Smile when you first meet the client, to let them know that you are happy to see them and excited about the prospect of working together. Make eye contact, give a firm handshake, and listen intently when the client is speaking with you. You also want to present a relaxed and focused persona.

What are the 4 types of questioning techniques in sales? ›

Sales Questioning Techniques
  • A question that encourages the prospect to start talking.
  • Open questions to encourage more detail and direction.
  • Specific open questions to narrow down the information.
  • Alternative questions for specifics.
  • Closed questions to confirm needs.
13 Sept 2015

What are the 4 B's of marketing? ›

The 4 Bs to Using Media to Brand Your Business | Member News | News | Hampton Roads Chamber | Means Business. Be Consistent, Be Connected, Be Considered, and Be Concise. Identifying and using the right media tools to market and brand your business can be a daunting process.

What are the 4 A's in customer service? ›

This approach is organized around the values that matter most to customers: Acceptability, Affordability, Accessibility and Awareness.

What are the 4 sales force objectives? ›

Market Coverage – sales teams ability to cover the market. Sales Force Capability – sales teams ability to close deals. Customer Focus – sales teams ability to attract and retain customers. Product Focus – sales teams ability to sell products.

What are the 4 essential elements of a sales pitch? ›

4 Essential Elements of a Powerful Sales Pitch
  • Reach Out With A Personal Message. Make your message feel personal, so prospects see it isn't another generic marketing pitch. ...
  • Offer Your Prospects A Compelling Solution. ...
  • Show Your Value With Social Proof. ...
  • Follow Up On First Impressions.
7 Sept 2019

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

What are the 9 methods of training? ›

List of Training Methods
  • Technology-Based Learning. Common methods of learning via technology include: ...
  • Simulators. Simulators are used to imitate real work experiences. ...
  • On-The-Job Training. ...
  • Coaching/Mentoring. ...
  • Lectures. ...
  • Group Discussions & Tutorials. ...
  • Role Playing. ...
  • Management Games.
14 Jun 2001

What are the six basic training strategies? ›

Six Steps to an Effective Training Program
  • Step 1: Define Your Training. ...
  • Step 2: Prepare Your Training. ...
  • Step 3: Practice Your Training. ...
  • Step 4: Deliver Your Training. ...
  • Step 5: Confirm Your Training. ...
  • Step 6: Audit Trainee Performance.
30 Sept 2015

What are the 6 different methods of training? ›

The different methods of training
  • Continuous training develops cardiovascular fitness.
  • Fartlek (speed play) training develops a range of components and is used by games players.
  • Interval training develops strength, speed and muscular endurance.
  • Weight training develops strength.
  • Plyometric training develops power.

What are basic sales skills? ›

One of the basic sales skills you need to develop is turning an objection into an opportunity. Someone with strong selling skills can empathize with a prospect's objections, ask questions, and offer clarity to help the prospect overcome their hesitations.

What are the 6 CRM skills? ›

What Are the Top 6 CRM Training Skills Needed?
  • Data Entry. You need to enter your customer data into the CRM software. ...
  • Lead Management. ...
  • Lead Qualification and Nurture. ...
  • Time Management. ...
  • Task Management. ...
  • Project Management.
21 Feb 2022

What key skills are required for sales? ›

Sales Skills
  • Effective Communication.
  • Product Expertise.
  • Customer Service.
  • Problem Solving.
  • Business Acumen.
  • Sales Demoing.
  • Negotiating.
  • Prospecting.
19 Oct 2022

What are the 4 types of training? ›

8.2 Types of Training
  • Technical or Technology Training. Depending on the type of job, technical training will be required. ...
  • Quality Training. ...
  • Skills Training. ...
  • Soft Skills Training. ...
  • Professional Training and Legal Training. ...
  • Team Training. ...
  • Managerial Training. ...
  • Safety Training.

What are the 3 types of training? ›

There are three main types of training carried out in the workplace.
  • induction.
  • on-the-job.
  • off-the-job.

What are five techniques that improve telephone productivity? ›

  • 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 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

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.

How can I improve telephone customer service? ›

How conversational support can transform customer service
  1. Have context at your fingertips. ...
  2. Connect your phone system with other channels across the business. ...
  3. Answer calls promptly. ...
  4. Avoid technical jargon. ...
  5. Become data-centric. ...
  6. Invest in quality call center technology. ...
  7. Use active listening. ...
  8. Reduce background noise.
5 Aug 2016

What are the 6 P's of telephone policies? ›

Always keep in mind that effective business telephone etiquette requires you to be: prepared, present, polite, patient, personable, professional, proactive.

What are the 5 C's of effective telephone communication? ›

The Five C's of Effective Communications include clarity, consistency, creativity, content, and connections.

What are 4 good cell phone use practices? ›

Top 10 Cell Phone Manners
  • Be in control of your phone, don't let it control you!
  • Speak softly.
  • Be courteous to those you are with; turn off your phone if it will be interrupting a conversation or activity.
  • Watch your language, especially when others can overhear you.

What are the 3 basic selling techniques? ›

  • Product Selling. Product selling is exactly what it sounds like: selling the advantages or features of a specific product or service. ...
  • Solution Selling. Solution selling goes beyond simply selling products or services. ...
  • Insight Selling.
1 Mar 2017

What are the top 3 things a salesperson should not possess? ›

You're unable to ask the right questions. You have a sense of entitlement for being so good at what you do. Everyone is a prospect. You lack genuine social empathy.

What are 3 ways to improve phone communication? ›

Top 10 Tips for Effective Phone Communication
  1. Be Consistent. Have a unified front for answering the phone. ...
  2. Be Prompt. When it comes to phone communication, it's important to quickly answer calls and not leave customers ringing. ...
  3. Be Upfront. ...
  4. Be Clear. ...
  5. Be Sure to Listen. ...
  6. Be Friendly. ...
  7. Be Respectful. ...
  8. Be Cheerful.
27 Jan 2014


1. How to Lead & Manage a Remote Sales Team
2. 3 Sales Lessons From the Gym
3. Empower Sales People to Sell More
4. 3 Signs Your Sales Machine is Stuck in the 70’s
5. Exec Sales Coaching
6. How to Scale a Business Fast
Top Articles
Latest Posts
Article information

Author: Dr. Pierre Goyette

Last Updated: 01/28/2023

Views: 5852

Rating: 5 / 5 (70 voted)

Reviews: 93% of readers found this page helpful

Author information

Name: Dr. Pierre Goyette

Birthday: 1998-01-29

Address: Apt. 611 3357 Yong Plain, West Audra, IL 70053

Phone: +5819954278378

Job: Construction Director

Hobby: Embroidery, Creative writing, Shopping, Driving, Stand-up comedy, Coffee roasting, Scrapbooking

Introduction: My name is Dr. Pierre Goyette, I am a enchanting, powerful, jolly, rich, graceful, colorful, zany person who loves writing and wants to share my knowledge and understanding with you.