Sales Training for Call Centres Training

Call Centre (sales) staff, who possess professional sales skills and who know how to handle a great variety of situations, are an asset to any organisation.  This Call Centre (sales) training course from PD Training teaches your employees to enter the call centre with confidence, equipped to answer questions, overcome objections and close sales calls with positive outcomes.  

Learn key skills like mastering outbound sales calls, effective communication, goal setting, up selling/cross selling, closing techniques and much more.

This practical call centre course is available now throughout Australia, including Brisbane, Sydney,, Melbourne, Adelaide, Canberra and Perth.

Please click on the Group Booking Quote button to receive a free quote for courses delivered at your preferred location.

Your Learning Outcomes

In this course participants will: 
  • Learn practical and effective outbound call strategies
  • Understand the different types of buying motivations
  • Master the strategic sales process, matching your products and services to buyer motivations
  • Learn strategies for effective communication
  • Gain advanced phone etiquette skills
  • Understand the importance of setting SMART goals
  • Learn and interpret the six key factors to success
  • Understand the importance of always being customer-focused
  • Know when it's time to close the deal
Duration: 1.0 day course Live Online Experts


Sales Training for Call Centres Training Reviews:

"The day passed without noticing the time, never found myself drifting away and Anne was great all day I could have sat in a training session for three days, Excellent job! :)"

Rivalea Australia

"Enjoyed the day, and will defiantly be doing more training with Troy. thanks again!"


"Troy was flexible and enthusiastic. He delivered the content so that it was relevant and practical to our business. We are all motivated to start implementing these new strategies. The training was fantastic although now I will be very busy implementing it all :)"

-BSG Australia


"Always very helpful - much appreciated!"



"Troy is a great trainer. Very easy to get along with and can relate very well to our industry requirements."



"As always, Troy was bubbly, very informative and was able to share real experiences. He incorporated 2 non-sales people into the training without any worry. As one of those non-sales staff members I still got so much out of the session. I love Troy's training sessions!"



"Pete was fantastic and course content very relevant thank you . Now the hard work begins to start implementing within the team :)

"Peter was very engaging and was happy to discuss any questions or concerns we had."

-Kitchenaid Australia


"The dealing with difficult customers part was what I found most interesting. Would be great to have more of it with more examples."

-Deakin University


"Tony was very encouraging and made everyone interact within the course."

-Nucleus Network


"Fantastic day with Richard."

"The manual was more pertaining to a Call centre but we were fully aware of this throughout the day. I thoroughly enjoyed the day lots of good reminder points, loved the personality profiling also. I would have liked to hear the improved telephone pitches from the other participants to pick up pointers that work for them. Overall though a fabulous and worthwhile day. Thank you know your stuff."

"It was great that the trainer was able to adapt the course to suit our companies needs."

"The trainer tailored the session to our needs extremely well."

"Richard was fantastic within his delivery and how he connected so effortlessly with our group. I was, and I could probably speak for everyone, constantly engaged and definitely walked away with helpful tactics, tips and ideas. It is impressive and much appreciated, by all who attended, for Richard to come out prior to our training day to have a look at what Halcyon was all about and in my opinion he did a great job recreating his whole pitch to better fit Halcyon's 'unique' business profile being outside the call centre mould. I think it was a great day for everyone and would definitely look forward to attending another day like such in the future, many thanks Richard!"

Halcyon Management Pty Ltd



More happy clients

Download Course Outline (PDF)

A well-trained Call Centre is the heart of many organisations in Australia. Call Centre employees who possess skill and professionalism, and who know how to handle a great variety of situations, will be an asset to any organisation.


By presenting these attributes, call centre staff will also personally benefit in terms of salaries and performance bonuses. Call Centre training will allow the employee to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.


Course Outline for Sales Training for Call Centres Training

Topic 1
Getting Started
  • Pre-Assignment Review
  • Workshop Objectives
Topic 2
The Basics (Part I)
  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
Topic 3
The Basics (Part II)
  • Getting Beyond the Gate Keeper
  • Controlling the Call
  • Difficult Customers
Topic 4
Phone Etiquette
  • Preparation
  • Building Rapport
  • Speaking Clearly- Tone of Voice
  • Effective Listening
  • Case Study
Topic 5
  • Self-Assessments
  • Utilising Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
Topic 6
Speaking Like a Star
  • S= Situation
  • T= Task
  • A= Action
  • R=Result
  • Case Study
Topic 7
Types of Questions
  • Open Questions
  • Closed Questions
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
Topic 8
  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
Topic 9
Goal Setting
  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
Topic 10
Key Steps
  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
Topic 11
  • Knowing when it's Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Case Study
Topic 12
Wrapping Up
  • Words from the Wise

In-House Training - We’ll focus on what matters most to you and tailor to your context

Face-to-Face, Live Online, or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people connecting online, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

PDT Training Management Centre Logo

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year.
  • Or get the $110.00 bundle and save.
Bite Size learning that people love
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