Inbound Phone Sales Professional Course (December 2023)

The Inbound Phone Sale Professional (December 2023) Training course will teach your phone-based employees (e.g. call centre, phone sales, admin team) a set of premium call-handling sales skills and advanced behaviours needed for sales success that is proven to work for any product, service or industry.

The training is aligned to the Australian Customer Experience Professionals Association (ACXPA) Contact Centre Quality Standards that has been refined and optimised over three decades, and is the same framework used to assess the sales performance of contact centres that is published in the Australian Contact Centre Rankings each month.

The five core competencies and specific behaviour taught to your employees will influence a perspective and approach that shifts the focus from using a traditional ‘sales process’ to one that makes it easier for customers to buy.

The Buying versus Selling method is perfect for those people and cultures where sales is resisted or looked upon as a fearful or negative thing either internally or by your customers.

It’s a sales-from-a-service paradigm that actually delivers more sales by ensuring opportunities don’t slip through your fingers call after call.

Sales Conversion, Customer Satisfaction, Net Promoter Score, Call Quality and Employee Engagement are all positively impacted as your staff learn to be both more efficient and effective when customers contact you looking for solutions to their needs.

Delivered over 3 x 3-hour sessions to minimise operational impact, we’ll teach a structured yet natural approach (no scripts!) that encourages staff to be themselves and build rapport with customers, resulting in increased sales opportunities.

Not only will your contact centre/phone-based employees come away with increased knowledge and skills in premium call handling, but they’ll also be armed with behaviours that will deliver improved job satisfaction and business outcomes.

Core Modules include:

1. Engage

An exploration of why customers buy; the first 30 seconds of conversation to personalise; How to build trust as the foundation for customer buying decisions.

2. Energy, Empathy & Resilience

Breathing, the power of the pause to sell in the silence, staying resilient in the face of repetition, vibrant delivery with empathy.

3. A Bridge to Conversation

How to build and execute multiple 3-part bridging statements that manage customer expectations around your sales method to solidify trust and transition the call into a targeted conversation.

4. Discover

A deep exploration and practice in the art of conversation to get customers to reveal key insights into what they want to achieve and exactly what they need from you to make a decision to buy.

5. Educate & Close

How to paint pictures in the mind of the customer with your words as to how your product/service will deliver what they wanted to achieve; how to ask for the business; how to validate the buying decision; how to show true appreciation to finish the call.

6. Bring it Together

Practice of entire calls; individual progress updates; priority next steps and action plans; Certificate of Achievement awarded!

Learn more about the course and secure your tickets on the link below.