Contact & Call Centre

Improving Revenue & Customer Experience

Sales Training – Course: Contact and Call Centre Training

Courses are customised to your business, industry and participant requirements
Options Available: ½ Day Workshop – 1 Day Intensive – 2 Days Strategic
Delivery: Individual – Group – Conference    Contact us about training options

Communicating with customers in an inbound or outbound contact centre environment comes with challenges in dealing with customers to provide optimal customer satisfaction, whilst needing to balance the demands of achieving revenue targets. In some cases this also poses challenges to managing staff retention. Through this training your team can learn successful methods specific to telephone and follow up forms communication to add value to the customers experience whilst meeting your organisational objectives. In today’s competitive market it is even more important to have effective interaction between your organisation and customers and not allow opportunities to be missed.

Suitable for all levels of call centre staff and team leaders. Upon further scope of your industry and individual team requirements training can be tailored for your teams professional development requirements.

Key Learning outcomes

  • Techniques for successful verbal communication
  • Dealing with your target audience
  • Customer needs analysis questioning methods
  • Listening to customers buying signals
  • Importance of brand and market positioning
  • Portraying key features & benefits
  • Persuasive language methods
  • Overcoming objections
  • Closing sales – when and how
  • Up-selling and cross-selling
  • Customer support
  • After sales support

Recommended topics may be customised

Other training course topics include:

Sales Management
Contact/Call Centre
Customer service & sales
Retail sales
Developing a strategic sales plan
New business start up ventures
Sales strategy for small business/SME
Combining sales and marketing principles
Enhancing customer experience
Starting a career in sales
Franchise Business Development

Find out more about these courses 

Expertise Overview – Sales Training

B2B & B2C: Create effective sales strategies by market segmentation
B2B-Business to Business: Developing key strategies to maximise client relationships
B2C-Business to Consumer: Achieving positive growth and customer experience
Maximising sales outcomes: Examine conversion ratios from enquiry through to revenue
Setting and achieving sales targets: Discover the smart way to reach business objectives
Optimising your sales process: Review and improve sales systems and procedures
Developing sales strategies: Create strategic campaigns by thinking outside the square
Increasing your sales margins: Working smarter is not always harder
Value Proposition: Understand why customers should choose you above your competitors
The psychology of the sales process: Understand what’s happening behind the scenes
Questioning methods: Learn questioning techniques that are necessary for needs analysis
Closing the sale: Close with success to provide great customer service and business revenue
Maximise your resources: Get the most from yourself, your team, your time and your money
Building customer relationships: Maintain a loyal, frequent and return customer base
Building a sales pipeline: Prospecting, qualifying and converting leads
Expand your sales productivity: Balancing your time and skills to achieve better results
Time management: Prioritise and plan important and urgent workloads
Managing sales territories: Gain efficiency and proficiency to manage clients geographically
Goal setting: Managing your business and personal goals to achieve a healthy balance
Key Performance Indicators: Effectively managing and measuring your team’s performance
Up-selling & Cross-selling: Improve your bottom line & customer experience
Effective sales techniques: Stay ahead of your competitors in a changing business environment

Professional training delivery

Our sales training is developed by Sandra O’Neill, Director of The Marketing Division, who has been in Marketing and Sales for over 25 years. Sandra is a Certified Practising Marketer as benchmarked through the Australian Marketing Institute and is a qualified Certified Trainer and Assessor, which means that the delivery is professional and relevant. The training is hands on and interactive and it involves all participants so everyone gets the most out of it. You can rest assured that your business training and learning experience is qualified, skilled and confidential.

Ethos is on teaching the ‘why’ so participants can understand the relevance of the ‘how’.

What’s included during training

  • Full Presentation Training Notes for each participant
  • Certificate of Attendance for each participant
  • Relevant Workbooks ‘How To’ Guides

Contact us to find out more

Who We Train

The Process

1. Discovery Call

Call us today to discuss your requirements.

2. Tailored Proposal

Shortly after we’ll provide you with a tailored proposal.

3. Book Training

Confirm your sales training and we’ll organise a time and date.

Call 1800 286 068

Start your discovery call to discuss your requirements

Clients We've Worked With

  • City of Gold Coast
  • NSW North Coast Tafe
  • seeley-logo
  • Griffith-Logo
  • TUH
  • boq-the-marketing-division
  • Open2View
  • Customs-House-logo
  • q1-resortandspa
  • Vulcan-Steel-1
  • Skydive Australia
  • Visual-Connections-logo
  • AMAP Engineering
  • morlife
  • Leeda Swimwear