Telephone Skills & Telesales Courseware Training Kit



Pre-written courseware materials for trainers and HR departments.

These courseware solutions are designed to improve skills within organisations, leading to better employee retention, higher productivity and greater sales.

  • Pre-written courseware that you can customise, brand and print.
  • Files are delivered in an archive as PPT (Powerpoint), Microsoft Word
  • Fully editable.

Duration: 1 Day

Audience: Anyone in a sales, customer service or marketing role

Course Outline

  • What is Customer Service?
  • How should we treat our Customers?
  • What is Telesales?
  • Listening skills
  • Communication skills
  • The telesales cycle
  • Asking questions
  • Questioning exercise
  • Probing questions – examples
  • Confirming requirements
  • Matching needs
  • Closing for business
  • Closing hangers
  • Presenting benefits
  • Making calls
  • Receiving calls
  • Ending calls
  • Taking notes
  • Selling across
  • Selling up
  • Getting through
  • Managing the gatekeeper
  • Objection handling
  • Complaints handling
  • Top 10 mistakes by telesales

Classroom Ready Courseware:

  • Add your own company name and logo.
  • Fully editable files (Usually Word, PowerPoint etc – some may only be PowerPoint).
  • Modify and customise it for your own needs.
  • Print as many copies as you need.
  • Unlimited number of users.
  • No annual fees.

Use assessments before class to determine skill levels and what topics to cover. Use assessments after class to measure learning.

Teaching Concepts, Not Just Procedures

Every courseware package supports learning a methodology aimed at adults, based on the following:

  • Explanation of the concept by the instructor.
  • Step-by-step instructions together with practical examples and practice exercises – keeping students fully active and engaged while they are learning.
  • Results oriented content which is designed to be relevant to “real life” applications.
  • Supporting materials designed to ensure that learned skills are retailed by attendees.
  • Unlimited Printing Rights

No per-unit royalties. Print what you need, when you need it, as many copies as you need.