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Telephone Techniques



Has anyone any information they can share on good training techniques/sessions/activities/documents for telephone based sales?

I'm looking to improve the abilities of a group of advisers who have been mainly customer-facing, and now need to develop their phone skills.

Any help gratefully received.


Christopher Gorst-Smith

7 Responses

  1. Telephone Sales
    We provide complete training course materials on Telephone Sales, which should help you with upskilling your team. The link to these training materials is Telephone Sales Training

    Aside from this training course, we also provide lots of free documents that might be beneficial, in the ‘documents’ part of our free section.

    Trainer Bubble

  2. Thanks
    Thanks for your help so far, some really useful stuff on both sites.

  3. Telephone Techniques
    Hi Chris,

    I would love to help you. I have got lots of documentation and advice I could give you. If you could provide me with some further information, such as location and some more details on requirements, I will take a look and get back to you.

    You can email me in the meantime if you wish.


  4. telephone role-play
    Hi Chris
    As well as the training materials available (and we have some too), have you thought about recording some role-play exercises to give the advisers instant feedback? Our equipment enables you to role-play/record with up to 12 people at a time (smaller kits available) in a safe training environment ensuring they make mistakes with you and not with real customers. Feedback from our customers shows that it accelerates the learning and makes the training fun and memorable.
    For more information visit our website The kits can be hired if you only have the occasional requirement. We can advise on the most suitable piece of kit for the job. Hope that helps and good luck with the training. regards Mandy Stephens, PhoneCoach

  5. Telephone Sales material and resources
    Hi Chris
    You might want to take a look at our free resources at In particular there are a couple of detailed role plays for telephone selling and some call assessment tools to help with role play feedback.

    Alternatively, we have a paid for resource – a full blown, ready to deliver course in telephone skills under the ‘Courses for you to deliver’ section. Very happy to send you samples if you let me know (
    Hope that helps
    Happy Days!

  6. sales process
    Hi Chris
    It is difficult to provide you with any specifics without understanding the nature of the business and what is being sold. The one recommendation I would make is to tailor any training to follow an agreed selling process. Once you have been able to define a sales process…creating a training program (activities included) becomes easier and the chance for learning increases as the training should have more relevance, rather than generic topics.


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