Description

---

The Telephone Sales eLearning course provides learners with an understanding of the communication and sales techniques required to conduct effective and professional sales conversations by telephone.

The course explores how to prepare for sales calls, establish rapport, identify customer needs and communicate the benefits of relevant products or services. Learners will consider practical approaches to questioning, listening, responding to objections and progressing a telephone conversation towards an appropriate sales outcome.

---

Who Should Attend?

• Employees who make sales calls by telephone.
• Sales and business development personnel.
• Customer service employees with sales responsibilities.
• Account management personnel.
• Employees responsible for contacting prospective or existing customers.
• New starters undertaking a telephone sales role.
• Anyone looking to develop their telephone sales and communication skills.

---

What You Will Learn

• Understanding the principles of effective telephone selling.
• Recognising the differences between telephone and face-to-face sales conversations.
• Preparing effectively before making a sales call.
• Understanding the purpose and objective of a call.
• Researching customers and prospects where appropriate.
• Planning an appropriate structure for a sales conversation.
• Making a professional and positive introduction.
• Establishing rapport with customers over the telephone.
• Using an appropriate tone, pace and style of communication.
• Communicating clearly and confidently.
• Using effective questioning techniques.
• Asking open and closed questions appropriately.
• Identifying customer requirements and priorities.
• Applying active listening skills.
• Recognising verbal cues during telephone conversations.
• Clarifying information and checking understanding.
• Matching relevant products or services to identified customer needs.
• Communicating features and benefits effectively.
• Explaining value clearly and appropriately.
• Avoiding unnecessary sales pressure.
• Recognising and responding to customer concerns.
• Handling objections professionally.
• Asking appropriate follow-up questions when objections are raised.
• Recognising buying signals and opportunities to progress a sale.
• Summarising agreed requirements and key information.
• Asking for an appropriate commitment or next step.
• Managing situations where an immediate sale is not appropriate.
• Agreeing and completing follow-up actions.
• Maintaining accurate records of sales conversations.
• Closing telephone conversations professionally.
• Reviewing personal sales performance and identifying opportunities for improvement.
• Contributing to a positive and professional customer experience.

---

Course Delivery

This course is delivered as self-directed eLearning through the ELMO learning platform.

Learners can work through the course at their own pace and can move backwards and forwards through the learning content as required. The course does not need to be completed in one sitting, allowing learners to leave and return to their training where necessary.

Interactive activities may be included throughout the course to reinforce key learning points.

---

Assessment

Knowledge and understanding are checked through online assessment activities. Depending on the course content, these may include multiple-choice questions, matching exercises, drag-and-drop activities and image-based questions.

A minimum score of 70% is required to successfully complete the course.

---

Certification

Upon successful completion of the course and assessment requirements, learners will receive a UK Rural Skills (UKRS) Accredited Certificate of Training.

---

Course Duration

The course is self-directed and learners can progress through the content at their own pace. Completion time may therefore vary depending on the individual learner.

---

Share this course:

     Tweet

---

Related courses

---

Business & Management Designing and Delivering Presentations

Business & Management Income Tax Self Assessment

Business & Management Understanding Body Language

Business & Management ILM Level 2 Award Leadership & Team Skills

Business & Management Taking The Initiative With Your Bank Manager