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Telephone selling and prospecting skills

Course description

NOTE: All AER Training courses are tailored to meet specific training requirements so the following sample outline is for example purposes only.

The ‘Telephone Selling & Prospecting Workshop’ is a practical course designed to provide delegates with proven techniques to help them in their telephone sales roles. This important business activity demands its own skills and expertise and these are fully explored on this comprehensive and interactive course.

The Workshop looks at the sales process itself and the key skills required when prospecting and/or selling on the telephone; i.e. call planning, structuring the call, creating impact, generating interest & building the customer relationship, as well as effective closing & negotiating techniques.

This course provides a practical and relevant approach to telephone selling & prospecting and is designed to be motivational, comprehensive, highly interactive and fun.

Who does the course suit?

Any person involved in prospecting and/or selling on the telephone; i.e. those new to the role and/or anyone wishing to improve or consolidate their skills & techniques.

What will delegates gain from the course?

  • Increased confidence when dealing with customers on the telephone
  • A clear understanding of the sales process itself and the qualities & skills needed for successful telephone selling
  • Techniques for creating impact on the phone, establishing interest and building customer relationships
  • Confidence in generating sales within their own work situations
  • Key skills using the techniques covered during the course

Course Outline


9.30 - 10.00
Coffee, Welcome, Introductions & Course Objectives

Call planning and structuring your day
Maximising time and effectiveness on the phone

Understanding the sales process
Brief delegate exercise looking at how the sales process works

Effective communication skills and creating impact

Structuring the call

13.00 - 13.45 Lunch Break

Techniques to develop the call

Overcoming sales resistance and handling objections effectively

Closing and up-selling opportunities

Putting it into Practice
(Delegate exercise to practice telephone selling and prospecting skills)

16.30 - 16.45 Summary, review of key learning, person action plans and close.

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