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Sales training

Being Successful in Telephone Sales
Being Successful in Telephone Sales


The best solution for Telephone Sales Training Courses

A hands-on one-day course with free e-learning revision after your training and pre-course online skills testing. Free bespoke course design is also available for private classes if the content needs to be adjusted
CPD accredited course

Note: this Successful Telephone Sales course is CPD certified.
It is delivered as a classroom course with post-course e-revision.
This means that not only has it been rigorously assessed in terms of content and quality, but it comes with a FREE CPD Certification certificate, as well as an Activia diploma of completion.


Full details of modules and topics covered in this one-day course

Blended learning

Note: Free e-learning revision is available with this course: 12 months of access for each delegate on scheduled public (open) classes and standard on-site/private classes (not available for bespoke courses) .


This is a one-day training course structured into 15 modules


This intensive one-day training course teaches delegates how to use the telephone for professional selling. Delegates will learn how to prepare scripts, manage outgoing and incoming calls, and implement components of an effective voice. Delegates will also learn about how to craft voice mail messages, deal with gatekeepers and close sales.


Anyone involved with telephone-based relationships who wants to organise and enhance their skills in the shortest possible time. Although the course has been designed for salespeople, the skills learned can equally be applied to areas such as customer service or support, where sales opportunities arise during the normal run of work.

Do you know:

  • How selling to people on the telephone differs from face to face selling?
  • How, because of the impersonal nature of the medium, it is easier to lose sales?

Above all, do you know how to avoid this happening?

Too many companies treat telephone sales people as mechanical "order takers" and unknowingly consign an enormous volume of potential sales to the dustbin.
Whether telemarketing, booking appointments or straight product sales, each activity can be transformed by gaining control of the limitations and the opportunities offered by the telephone.
You will learn the crucial points to watch so that you maximise the conversion of new enquiries to real business.
The result ? Your ability to increase sales and profitability will be enhanced by staff who have a new awareness of how to be more selling

Want to see prices and options for delivery of your training?

MODULE 1:  Introduction and Course Overview
MODULE 2:  The Sales Process
Learning outcomes:
Understand how the sales cycle works and the dynamic seven step process involved from establishing need to deliver and evaluate.
Topics covered:
  • The Four Steps of a Sale
  • How the Sales Cycle Works
MODULE 3:  The Fear Factor in Sales
Learning outcomes:
Know how to overcome the myth and discover the most common reasons that hold salespeople back from opportunity.
Topics covered:
  • Defining the Fear Factor
  • The Myth of the Fear Factor
  • Overcoming the Fear Factor
MODULE 4:  Maximising Productivity in a Sales Role
Learning outcomes:
Recognise the deflective tactics and time wasters that can divert our progress and weaken impact. Discover the habits of successful sales people.
Topics covered:
  • Deflective Tactics -- Time Wasters
  • Six Habits Of Successful Sales People
  • Talking To The Right People
MODULE 5:  The Importance of Voice
Learning outcomes:
Be able to use the most powerful ally you have when on the phone, learn the factors that can influence success and raise the 'wins' into sales.
Topics covered:
  • Understanding the Four Factors of Voice
  • Volume
  • Tone
  • Pronunciation
  • Pace
  • How to Improve Your Selling Voice
MODULE 6:  The Telephone as a Business Tool
Learning outcomes:
Understand the nature of the telephone and recognise the strengths and the areas of limitation, and raise your capability and work ethics.
Topics covered:
  • Advantages of the Telephone
  • Disadvantages of the Telephone
  • Making the Most of the Telephone
MODULE 7:  Outbound Calls: Developing Your Script
Learning outcomes:
Be better prepared and develop that professional approach so that making calls is more than just a numbers game.
Topics covered:
  • Warming Up the Outbound Call
  • The Seven Step Script
  • Sample Script
  • Making the Script Yours
  • Exercise: Create Your Own Script
  • Using Cheat Sheets
MODULE 8:  Setting SMART Goals for Yourself
Learning outcomes:
Set and establish SMART goals that can work for you and result in better focus of your hard work and persistence.
Topics covered:
  • The Importance of Setting Goals
  • Knowing What You Want to Accomplish
  • The Three Ps of Goals
  • SMART Goals
MODULE 9:  Pre-Call Planning
Learning outcomes:
Build effective planning into your process so you get higher conversion rates and greater consistency.
Topics covered:
  • The Importance of Pre-Call Planning
  • Tips for Planning Your Call
MODULE 10:  Generating Appointments
Learning outcomes:
Pave the way for yourself or for a colleague by establishing the interest of customers and making the face-to face meetings easier opportunities for success.
Topics covered:
  • Preparing for the Appointment Call
  • Example Scripts for Generating Appointments
  • Exercise: Create Your Own Script
MODULE 11:  Dealing with Gatekeepers
Learning outcomes:
Approach "Gatekeepers" with techniques that can help your success rate, and see them as an opportunity.
Topics covered:
  • Why Gatekeepers Stop You
  • Proven Techniques for Getting Gatekeepers Onside
MODULE 12:  Incoming Calls
Learning outcomes:
Understand the four types of calls and develop better preparations and guidelines that can exceed customer expectations and get the first impression right.
Topics covered:
  • Preparing For Incoming Calls: The Four Types of Call
  • Guidelines for Opening the Call
  • The Six Ps
  • Meeting Customer Expectations: Four Areas of Expectation
  • First Impressions Exercise
MODULE 13:  Voice Mail Messages
Learning outcomes:
Craft a voice mail message that creates interest and raises the likelihood of return calls. Use voice messages as a great opportunity for success.
Topics covered:
  • Why We Should Leave Voice Mail Messages
  • Voice Mail Etiquette
  • How to Craft a Voice Mail Message
MODULE 14:  Action - ABC: Always Be Closing
Learning outcomes:
"Always be closing" (ABC) is the key to any productive conversation with a customer. Discover the 6 types of closing techniques, the frames and the pitfalls of that crucial last step.
Topics covered:
  • Asking for the Business
  • Effective Closing Techniques
  • Types of Close
  • Framing the Close
  • Pitfalls When Closing the Sale
  • Trial Closing
  • Aiming For Repeat Business
  • Maximising Profit
MODULE 15:  Your Personal Action Plan

Want to see prices and options for delivery of your training?


Selling Skills Fast Track

[Duration: one day]

Selling Skills Fast Track

  • Introduction and Course Overview
  • The Sales Process
  • The Fear Factor in Sales
  • Attributes of a Good Sales Person
  • Core Selling Skills
  • People Buy From People
  • Questioning Skills for Sales
  • Listening Skills for Sales
  • Maximising Productivity in a Sales Role
  • Building Profitable Relationships

Introduction to Successful Selling

[Duration: one day]

Introduction to Successful Selling

  • Introduction and Course Overview
  • Why Do We Contact Our Customers?
  • Starting Out in Sales
  • The Sales Process
  • The Fear Factor in Sales
  • Attributes of a Good Sales Person
  • The AIDA Sales Model
  • Core Selling Skills
  • Handling Objections
  • People Buy From People
  • Making Action Plans
  • Your Personal Action Plan

Putting Selling Skills Into Action

[Duration: one day]

Putting Selling Skills Into Action

  • Introduction and Course Overview
  • The Right Approach to Sales
  • Questioning Skills for Sales
  • Listening Skills for Sales
  • Maximising Productivity in a Sales Role
  • Attention - Getting your Customer's Attention
  • Interest - Creating Interest in your Customer
  • Desire - Motivating Customers to Buy
  • Action - ABC: Always Be Closing
  • Your Personal Action Plan

Professional Selling Skills

[Duration: one day]

Professional Selling Skills

  • Introduction and Course Overview
  • Building Profitable Relationships
  • Advanced Objection Handling
  • Advanced Selling Techniques
  • Controlling the Conversation
  • Advanced Questioning Skills
  • Negotiation Tactics
  • Writing Effective Proposals
  • Your Personal Action Plan

Field Sales

[Duration: one day]

Field Sales

  • Introduction and Course Overview
  • Maximising Productivity in a Sales Role
  • Meetings and Your Time
  • Generating Appointments
  • Successful Customer Meetings
  • Creating a Good Impression in Sales Meetings
  • Making Great Sales Presentations
  • Interest - Creating Interest in your Customer
  • Desire - Motivating Customers to Buy
  • Action - ABC: Always Be Closing
  • Your Personal Action Plan

Managing Key Accounts

[Duration: one day]

Managing Key Accounts

  • Introduction and Course Overview
  • Identifying Key Accounts
  • Building Profitable Relationships
  • Writing Effective Proposals
  • Managing Customer Expectations
  • Planning Customer Contact
  • Developing Your Key Account Strategy
  • Negotiation Tactics
  • Meetings and Your Time
  • Successful Customer Meetings
  • Your Personal Action Plan



Mark Howarth, Jun 12 2018
Course rating of 4 stars "The telesales coach was simply amazing! Not only did he relate the training to each of our own roles but he went above and beyond to give us his own experience within the sales industry which I found incredibly interesting and helpful. Something ordinary training literature can't teach you. Thank you!"

Sharon Shuttleworth, Feb 20 2018
Course rating of 5 stars "I came away feeling like it had been a very worthwhile experience "

kirsty brundle , Feb 9 2018
Course rating of 4 stars "The Training Instructor Anthony was very nice and very patient and made the course interesting."

Shamiram Sogomonyan, Jan 24 2018
Course rating of 4 stars "great tutor, thanks for her advices"

John Hunter, Dec 12 2017
Course rating of 5 stars "Dan was very enthusiastic, professional, and most importantly he was engaging. A very worthwhile course. Thanks"

Anna Miroshnichenko , Nov 20 2017
Course rating of 4 stars "I am very thankful for this course."

Gintare Giliuviene , Nov 20 2017
Course rating of 4 stars "I have to admit that Anthony is extremely professional, knowledgeable and inspiring trainer. Thank you so much for a great day!"

Alex James, Nov 10 2017
Course rating of 5 stars "It will help me to sell over the phone. "

Anca Gheorghe, Nov 7 2017
Course rating of 4 stars "Gareth is a great trainer. "

Sara Holt, Oct 13 2017
Course rating of 4 stars "Kate was very personable and coped well with the variety of skill level in the room."

Robyn Jackson, Aug 8 2017
Course rating of 5 stars "Great advise from Louise "

Kelly McKee, Jul 27 2017
Course rating of 4 stars "Found the course to be very rewarding I found out I wasn't as rubbish as I thought."

Claire Parker, Jul 27 2017
Course rating of 4 stars "Was very surprised with the whole day and really enjoyed it."

David Clark, Jul 27 2017
Course rating of 4 stars "The course tutor was very friendly and informative"

Rima Bajaj-Hall, Jul 18 2017
Course rating of 4 stars "Kieran was superb, his pace, articulation and explanations were first class and the way her positioned ideas were very impactful. I personally loved his Always Be Closing Staircase reference - not heard that before but already using that method with my team. "



Blended learning
FREE E-learning Revision

With our latest Sales courses, you get free e-learning revision for a full 12 months after your class so you can reinforce the knowledge you have gained.

Access is simple: go to and log in using your email address.   This will give you free access to our e-learning revision modules.

Note: These have been developed and written exclusively by Activia to maximise effectiveness, by matching the e-learning exactly to what you cover in class.   We hope you have fun, on the day of the course and with honing your knowledge afterwards!

General Information

All Activia telephone sales training courses have been created, reviewed and developed to ensure up to date provision and constantly improving standards of content. Our Sales training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.

Class Sizes

Maximum class size for Sales courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.

Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.

For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.

How to book
Course, dates and delegate numbers
Decide on the Sales course you want, the date(s) you can attend, and the number of delegates involved
Training location
Also decide whether you want training at your offices or at one of our centres
Speedy course booking
You can use the Speedy Quote option to contact us for a quick price, or you can book online from the schedule on this website
Call us
if at any time you want help or advice, or you want to book on the telephone, just call us on 0333 6000 111 to speak to one of our friendly training advisors

Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.

Also note: If you are a private individual you must pay by credit card at the time of booking.

The confirmation process
Course places allocated
Your place is allocated, along with the trainer, workbooks and exercise files if appropriate
Booking confirmation
You receive an official confirmation, with joining instructions (and directions if it's at our centre)
Training invoice
You receive a VAT invoice

Note: Please allow 1 - 2 working days for your confirmation and invoice.

What happens on the day

If you are coming to our centre, dress code is smart casual.   Refreshments in the form of tea/coffee will be provided for morning and afternoon breaks, but please note that we do not provide lunch.   The timetable is as follows:













Note: break times can vary according to the needs of the training, and course duration for smaller class sizes are usually shorter because fewer delegates have fewer questions !

For training at your offices, this itenerary can be varied by prior arrangement.

What you get

With your Sales training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge. With all Sales courses, you are also given 12 months access to free e-learning revision which will further help you to reinforce the lessons you have learned.

Every delegate on a Sales course also gets an Activia Training Attendance Certificate.


Call us on:
0333 6000 111

   You can Email us direct (You'll usually get a response within 2-3 working hours)
   Or fill out the details below and we'll be in touch very soon:


We can enhance your skills with course for telesales at any of our twelve training centres UK wide, or we can come to your offices: if you have groups of three or more staff who need training, this is a very convenient, flexible and cost effective option. Moreover, most of our telephone sales courses are 1 day, which keeps "out of office" periods for attendees to a minimum.

We have been delivering successful telephone sales all over the UK since 1995 and have continually developed our philosophy of high quality, flexible and results-driven provision of training courses for telephone sales to ensure constantly improving standards of quality.   So you can be confident that we have the expertise, and the experience, to give you a great return on your investment in Training Courses for Telephone Sales from Activia.

Why not contact us today to see how we can help with providing your courses for telephone selling ?

Stay in touch

Stay In Touch!


Contact Details

Activia Training

Locations Address: Head Office, Regus House,
268 Bath Road
Slough, Berkshire SL1 4DX

Phone Sales:           0333 6000 111

Service:       0333 6000 555

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