Telesales Skills

Intended for:

Anyone that deals with telephone sales in either an inbound or outbound call environment.

Learning Objectives

At the end of this course, learners will be able to:

  1. Structure your calls effectively and follow an effective method of developing sales
  2. Use specific methods to improve communication over the phone including well-developed questioning
  3. Present your product/service to the customer in a way that makes them want to buy
  4. Overcome objections including getting past gatekeepers
  5. Close a sale

This course is set out to enable you to sell effectively over the phone. The tools that are covered will help generate sales and whether you take inbound or receive outbound calls, you will find that if you apply the techniques in this course, your success rate will increase immensely.

The telephone has become a critical tool in obtaining sales in today’s competitive market, and yet it is often an area we pay little attention to and consequently it becomes a negative aspect of our business rather than the highly positive one it can be.

This course will help develop the sales skills of any telephone-based team or individual.

  • Announcements: Student's Dashboard
  • Email Support: Throughout the duration of the course, should you have any question or concern, feel free to message us.
  • Feedback/Response Time: 1-3 days

At the end of the entire course, an examination in a multiple-choice format will be given that will cover the entire programme with a total marking of 60 points.

A 70% passing rate of the assessment exam is needed to get the course certification.

  • Internet Access
  • Student Dashboard Login: Personal Username and Password

Advantages and Disadvantages

A look at how the phone can work for and against us in a sales environment.

An Introduction to Selling on the Telephone

Understanding the key points that encourage a customer to purchase from us.

Structuring and the Sales Process

Defining a set process for structuring a sales call with a chance to demonstrate understanding.

Why People Buy

A look at the reasoning behind people’s purchasing decisions.

How People Buy

An insight into the emotional factors behind how people arrive at purchasing decisions.

Turning Inbound Calls into Sales

Gauging the level of interest of a caller in order to establish the likelihood of a sale.

Making Effective Outbound Calls

A set process of ensuring you gain the best advantage with this type of call.

Getting Past the Gatekeeper

Understanding the role of the gatekeeper and developing methods of dealing with them in order to speak to the decision maker. Using scripts and techniques that are proven and effective.

Sounds Interesting?

Studying three key communication factors when projecting the voice over the phone. Including a chance to review how the participants voice comes across over the phone.

Methods of Improving the Way You Sound

10 key tips on vocal improvement.

Telephone Questioning Techniques

Giving the learners the chance to fully understand the different questioning techniques that can be used during a sales call.

Features and Benefits

How to practically apply them in a sales scenario.

Logical and Emotional Purchasing

A further look at the reasons we buy.

Overcoming Objections

Practical use of a set process and ways to apply it in the workplace.

Closing the Sale

Clear methodology with a chance to practice the skills in a fun way.

Post-course Assignment

A method of carrying the learning into the workplace and ensure continual review.

Online Course
Online Test
Certificate of Completion from CPD, United Kingdom
Shipping cost of the certificate

Retake Test: US$60
Fee to Retake Your Test is US$60
If you pass your test, you will receive your Certificate from CPD with no additional cost.


  • Part 1: Telesales Skills
  • Part 2: Telesales Skills
  • Part 3: Telesales Skills

Certified and Accredited by ICM (Institute of Commercial Management, United Kingdom) and CPD (Continuing Professional Development, United Kingdom).

ICM and CPD certifications mean your skills meet international requirements for company compliance programmes regarding continuing professional development.