turn telephone inquiries into sales


This dynamic course addresses the communication skills required by those receiving phone calls from Customers regarding products or services. Successfully mastering the concepts and skills set out in this course will mean that the salesperson is able to accept a general enquiry over the telephone and create a relationship that results in a profitable sale. Irrespective of the industry of the salesperson, these skills are a major asset to any profit focused enterprise.

Target Audience

Suited to all sales staff.

Key Learning Outcomes:

At the end of this highly interactive course participants will be able to:

  • Recognise that the No. 1 priority of every salesperson is to "identify and satisfy the Customer's needs, profitably".
  • Uncover hidden sales opportunities.
  • Identify the importance of treating every enquiry as a potential sale, and the impact of higher conversion rates on the business.
  • Use questions to find the dominant buying motive of the Customer.
  • Obtain the Customer's name in a non-confrontational manner.
  • Probe for hidden needs.
  • Discover the budget of the Customer.
  • Surround price with benefits.
  • Use leading questions to gain a minor agreement.
  • Close the sale using an alternate of choice on a minor decision.