COURSE OVERVIEW:

Welcome to the Improve Telesales Techniques course. This program will equip you with the knowledge, communication strategies, and behavioural techniques required to build confidence, engage customers effectively, and achieve stronger outcomes through telephone-based selling. You will explore the psychology of telesales, the skills needed to influence customer decisions ethically, and the methods that transform routine calls into productive sales conversations. This course also explains how telesales contributes to business growth, customer retention, and long-term competitive advantage.

This course begins by examining what is meant by telesales and the importance of telesales in any business, particularly where customer contact, lead generation, and ongoing relationship-building occur over the phone. You will explore how to make a good impression from the first moment of a call and how strong communication skills can build trust quickly, even without face-to-face interaction. This section also examines the wrong approach and the right approach to telephone selling, highlighting how psychology is a key feature of selling and how telesales professionals can dispel fears and anxieties associated with customer contact. You will also explore how to use SWOT analysis to assess a concept or situation and how your attitude affects your performance and your customers’ reactions. This section further examines the importance of motivation in telesales and practical ways to improve individual selling ability.

The next learning area focuses on customer understanding and communication. You will explore the four types of knowledge telesales professionals must possess—product knowledge, customer knowledge, market knowledge, and organisational knowledge—and how each contributes to better conversations. This section also examines what motivates customers, how to understand customer behaviour, and how to identify customer needs effectively. You will explore the importance of being positive during conversations, how to review and achieve your call objectives, and how to use your influencing powers ethically and confidently. This section also considers the importance of using the correct vocabulary, how to use mirroring and rapport-building techniques over the phone, and how to show empathy during difficult or sensitive conversations.

A further part of the program explores the importance of preparation and product knowledge. You will examine how to prepare for all aspects of the call, including planning, anticipating objections, and structuring your message logically. This section explains why knowing your product, service, pricing, and competitors supports credibility and resilience during calls. You will also learn how to make the sale through incoming calls, how to maintain and expand your market share through effective cold calling, and how to apply AIDA—a proven selling method that guides customer attention, interest, desire, and action. This section explores the several methods of questioning that help uncover customer needs, how to spot customer buying signals, and how telemarketing functions alongside telesales as another essential telephone-based business activity.

The final learning area focuses on objection handling and long-term relationship management. You will explore how to deal with customer objections calmly and professionally, how to use follow-up to reinforce trust and increase success, and the key issues that influence successful telephone selling. This section also explains how ongoing improvement, consistent practice, and reflective analysis contribute to better performance over time and support long-term telesales effectiveness.

By the end of this course you will be able to conduct confident, structured, and persuasive telesales calls; understand customer motivation and behaviour; build rapport and trust quickly; handle objections professionally; apply established selling techniques; and strengthen customer relationships to achieve sustained telesales success.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand:

• What is meant by telesales?
• The importance of telesales in any business
• How to make a good impression?
• How good communication could lead to trust?
• The wrong approach
• The right approach
• How psychology is a key feature of selling?
• How to dispel your fears?
• How to use the SWOT analysis to assess a concept or situation?
• How your attitude affects you and your customers?
• The importance of motivation in telesales
• How to improve our ability in telesales?
• The four types of knowledge that telesales people must possess
• What motivates the customers?
• How to understand your customers?
• How to identify customer needs?
• The importance of being positive during conversations
• How to review and achieve your objectives?
• How to use your influencing powers?
• The importance of using the correct vocabulary
• How to make mirroring or rapport work over the phone?
• How to show empathy in difficult situations?
• How to prepare for all aspects of the call?
• The importance of knowing your products/ services/ prices/ competitors?
• Making the sale through incoming calls
• How to maintain and expand your market share through cold calls?
• AIDA – A successful method of selling
• The several methods of questioning
• How to spot customers buying signals?
• Telemarketing as another telephone business function
• How to deal with customers objections?
• The importance of follow-up
• The key issues in successful telephone selling

COURSE DURATION:

The typical duration of this course is approximately 2-3 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.