Sales Training for Call Centres Training

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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, Parramatta, Melbourne, Adelaide, Canberra and Perth.

Please click the In-House training tab to get a free quote for training at your preferred location.

Learning Outcomes
Course Outline
  • Learning Outcomes - Sales Training for Call Centres Training

    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 day course


    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

  • Course Outline - Sales Training for Call Centres Training

    Download Sales Training for Call Centres Training Outline


    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.


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

  • In-House Training

    Clients and testimonials

    In-House training benefits:

    • Flexible length - sessions as short as 1-hour
    • Cost effective - great group pricing
    • Greatest impact in the shortest time
    • Excellent Team Building Opportunity
    • Certificate of Completion (always available in the App)
    • Comprehensive courseware as books (& available in the App)

    Delivery Options for In-house training
    1-hour Motivator
    one hour motivator
    3-hour Power Sessions
    3 hour power session
    Full-day training
    full day training

    Choose the Training Location

    You can expect:

    Activities and discussion

    To Be Engaged All Day

    Activities and discussion for engaged learning all day.

    Real world trainer

    An outstanding trainer

    On average PDT trainers have 15 years industry experience 7 years training experience.

    Tailored training

    Focussed on you

    We always tailor activities and scenarios to be relevant to you.

    Refresher course

    Refresher Course $0

    In-House and Public Class participants are welcome to join a public class in the same topic for 12 months.

    Price coaching

    1/2 Price Coaching

    We all know the importance of reinforcement, so we'll come back within 90 days of the original course 1/2 price.

    Confidence of booking

    Acclaimed Provider

    The confidence of booking with an acclaimed multi national training company.

    eLearning and video

    Multi-modal Reinforcement

    Support, reinforcement & extension eLearning and videos in the App.

    Orgmenta app
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Sales Training for Call Centres Training
4.58 out of 5 from 118 responses
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Beyond the classroom, the orgmenta app from PD Training augments our instructor led courses by engaging learners before, during and after training.

The Learning impact is increased by providing a personalised and contextualised learning experience, followed by ongoing collaboration and reinforcement on demand.

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