Home / Non-Accredited / Sales, Marketing & Customer Care / Professional Selling Over the Phone Training (1 day)
Quick Look Course Summary:Professional Selling Over the Phone Training (1 day)
-
Length: 1 day(s)
-
Price (at your venue): 1 Person R 5,654 EX VAT 3 Person R 3,982 EX VAT 10 Person R 2,954 EX VAT
-
Certification Type:Non-Accredited
-
Locations & Venues: Off-site or in-house. We train in all major city centres throughout South Africa.
Get Free & personalised
Training Advice
Professional Selling Over the Phone Training (1 day)
Your phone sales team plans every call, earns the right to keep talking, and closes the sale or books the next step before they hang up.
On the phone a sales person has a few seconds to earn attention, and no handshake, eye contact or product in hand to help. Calls that open with a script read too fast or a vague reason for calling end before they begin. This telephone sales training gives telesales agents, inside sales staff and anyone who sells by phone a structured approach to every call – from preparation to confirming the sale.
Delegates learn to research the prospect and find the right contact person, prepare a needs analysis and possible solutions, and open warm calls, cold calls and referral calls with a clear reason for calling. They practise using their voice – pace, tone and phrasing – to build trust, presenting features as benefits, handling objections by phone, recognising buying signals and closing or booking the next step. The day also covers following up, keeping call records and daily goals, and the basics of compliant calling in South Africa: POPIA and Consumer Protection Act rules on direct marketing, opt-outs and permitted calling times, as general guidance and not legal advice. Most of the afternoon is live call practice with feedback.
Why this course
For your organisation
- More calls turned into appointments and sales
- Consistent, professional calls that reflect well on the brand
- Fewer complaints and opt-out requests caused by badly handled calls
- Agents who manage their own pipeline and follow-ups
For your delegates
- A call plan to use before every call
- Openings for cold, warm and referral calls
- Ways to handle objections without sounding scripted
- Confidence to ask for the order or the next step
What delegates will be able to do
- Prepare for a call by researching the prospect and identifying the decision maker
- Open warm, cold and referral calls with a clear reason for calling
- Use tone, pace and phrasing to build trust over the phone
- Run a needs analysis with open and probing questions
- Present features as benefits linked to the customer's needs
- Handle common telephone objections and stalls
- Recognise buying signals and close or secure a next step
- Follow up promptly and keep accurate call records
- Apply the basic South African rules on direct-marketing calls and opt-outs
Who should attend
Telesales and telemarketing agents, inside sales and business development staff, call centre agents moving into sales, and sales people who prospect and sell mainly by phone. Team leaders who coach phone sales teams will also benefit.
Course outline
Day 1 – Selling by phone
The telephone sale
- How phone selling differs from selling face to face
- Types of sales and common sales approaches
- The stages of a sales call
- What keeps a customer on the line
Preparing the call
- Researching the prospect and their market
- Finding the right contact person and decision maker
- Planning a needs analysis and possible solutions
- Setting a call objective and a fallback objective
- Removing distractions before you dial
Opening the call
- Stating who you are, your company and why you are calling
- Opening a warm call
- Warming up a cold call
- Using a referral opening
- Getting past the gatekeeper politely
Voice, questions and the pitch
- Tone, pace, phrasing and clarity
- Open and probing questions
- Listening for needs and buying signals
- Features, benefits and your unique selling position
- Answering the customer's real question: what is in it for me
Objections and closing on the phone
- Common telephone objections and stalls
- Responding without arguing or reading from a script
- Recognising when it is time to close
- Closing techniques that suit the phone
- Confirming the sale or booking the next step
Follow-up, records and compliant calling
- Follow-up calls, emails and thank-you notes
- Keeping call records and a simple prospect board
- Setting daily call and conversion goals
- POPIA, the Consumer Protection Act, opt-outs and calling times, as general guidance
- Live call practice with feedback and personal action plan
How it is delivered
One day, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20. Workbook, call-planning sheet and practice calls built around your own products included. We deliver it at your offices in Johannesburg, Pretoria, Durban, Cape Town and anywhere else in South Africa, at a BOTI venue in Johannesburg, or live online for teams in different places.
What our clients say
“The sessions … were exceptionally well-organized and seamlessly integrated into our schedule. We were highly impressed by the calibre of the training and the deep expertise demonstrated by the facilitator.”
“…the general feedback received was that the course was very informative and participative. The training and the facilitator was of a high quality. We highly recommend BOTI for training services.”
“We were particularly impressed by the quality of facilitation and the practical relevance of the content presented. The programme was delivered with professionalism, clarity, and a strong emphasis on real-world application”
Frequently asked questions
Can you run this course at our offices or call centre?
Yes. Most groups are trained at the client's premises anywhere in South Africa; we can also host it at a BOTI venue or deliver it live online.
How many people can attend?
From one delegate to groups of about 20. Smaller groups get more live call practice each.
Is it accredited?
No. It is a non-accredited short course and delegates receive a BOTI certificate of attendance.
How is this different from Slick and Confident Telephone Management Techniques?
That course is about professional call handling – answering, transferring, messages and difficult callers. This course is about selling: preparing, opening, handling objections and closing on sales calls.
Can it be tailored to our call scripts?
Yes. Send us your scripts, products and typical objections and the facilitator builds the practice calls around them, suggesting script improvements where they help.
Does it cover the legal side of telemarketing?
It gives a practical overview of POPIA and Consumer Protection Act rules on direct-marketing calls and opt-outs, as general guidance and not legal advice. Your compliance officer should confirm your own procedures.
Related courses
Get your price – the more delegates, the less each pays
Change the options to see your price per person, then email yourself the quote and course outline.
Contact us now – we reply within 15 minutes during office hours
Monday to Friday, 08:00–17:00. After hours, we reply on the next working day – or call 011 882 8853.