Professional Telephone Sales Techniques

Course Objective

Selling over the telephone is both an art and a science. This course equips delegates with an understanding of how the telephone works in a sales capacity, how to use it to optimum advantage, and the process for any sales call.


Course Outline

  • Basic rules of selling and why people buy
  • Qualities of the telephone
  • The 7 Ps of professional telephone selling
  • The communication mix on the telephone
  • Accurate listening
  • Structure of a sales call (AIDA)
  • Attention - first impressions
  • Interest - effective questioning to gather information and establish need
  • Desire - features and benefits
  • Matching benefits to customer needs
  • Buying signals
  • Meeting and overcoming objections
  • Action - closing a sale and asking for the order
  • The importance of testimonials
  • Planning a call
  • Organisation
  • Personal action plan


Who Will Benefit From This Course

Staff with sales responsibility who would appreciate a thorough grounding in the fundamentals of professional telephone selling.



  • Understanding of customer buying needs and the sales process
  • The ability to steer a sales call
  • Awareness of customer buying signals
  • Positively meeting objections
  • Techniques for closing with confidence


© Candy Bowman 2013

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