Oak Innovation: Telesales Skills Training Course Material


Picture delivering your own webinar, virtual training session, or traditional classroom session on telesales skills. Just add your logo and brand the content as your own.

What you’ll get:

  • 38-page participant manual
  • 52 Powerpoint slides
  • Practical exercises
  • Reading list
  • Course evaluation form
  • Course action plan
All training course material instantly available after checkout

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How to deliver an amazing training course on telesales skills

This telesales skills training course will primarily address the challenges faced by line-staff, human resource professionals, general managers, and senior executives who work within telesales environments.

Let’s explore some important themes:

  • First, your audience isn’t just coming with one or two expectations anymore. Instead, they are looking for wide-ranging skills like telephone techniques for managing a call, how to handle objections, and how to close a sale. In fact, there’s no doubt that your audience will be looking for a lot from this course.
  • Next, the rise of more development opportunities, cultural backgrounds, and worker mobility, and the broader spread of work histories, also means that your audience will be coming with varying levels of experience of selling. Your content will need to meet these opportunities.
  • Our final tip is that even if you’ve never stepped foot inside a telesales setting, chances are you have heard of the fast-paced environments, the high staff turnover rates, and the challenges in developing and retaining staff. Remember this and when you present this course material it will help your audience to develop a better understanding of successful telesales skills. And, how they can use telesales techniques presented to them as part of their role. The content will also guide participants on the main obstacles to effective telesales.

Sample training material

Say goodbye to endless hours of developing content from scratch. And, just imagine how wonderful it will feel like to deliver a successful training course on telesales skills (see sample course material below).

Benefits of this training course material include

  • Instantly available
  • Freedom to add your logo
  • Brand everything as your own
  • Fully customizable
  • Deliver the course wherever you want
  • All content is developed by industry experts
  • Saves you time and effort
  • Affordable
  • No experience required

What our customers say

Oak Innovation is loved by industry-leading professionals all around the world.

Exactly what I need as an independent training consultant. It now allows me to do so much more with my clients.

Dick Whelan, Managing Director, Almir Consulting

Very comprehensive. In addition, the support tools provided were impressive. You present a great deal of focused information on a very pertinent topic. The notes for the facilitator were simple and easy to follow.

Tracey O’Shea, Leadership Development, Forest Laboratories, Inc.

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What you’ll get

  • 38-page participant manual
  • 52 powerpoint slides
  • Practical exercises
  • Further reading
  • Course evaluation form
  • Action plan

Learning objectives

At the end of this training course your participants will be able to:

– Identify the main obstacles to effective telesales

– Understand the process behind successful telesales skills

– Understand a range of techniques

– Use these techniques to build an effective process

– Explain the benefits of an effective telesales process

Course outline

In an effort to provide you with as much value as possible, we’re going to show you how you can deliver the key sections of this training course.

Telesales – The phrase “selling over the phone” conjures up a mad collection of images. Just hearing the words can have some thinking about soulless telesales environments to offshore businesses and large rooms full of wired-up staff – all with the sole purpose of selling you something that you didn’t even know that you didn’t want. But the reality of telesales environments is very different. Most are, in fact, organized settings that have high expectations on what they want to achieve

As a result, offering content that doesn’t add value and useful skills to your audience is like sailing without a sail. Let’s put it this way: If you took the time out to attend a course, you would expect to learn something useful.

The unfortunate reality is that many telesales agents fail in their tasks because of knowledge and skill gaps that exist. For best results, use the content to discuss what telesales is and the advantages of selling over the phone.

On a practical level, we’ve also learned that when agents and managers start to become overwhelmed in a telesales environment, it is essential that they quickly take steps to overcome the challenge. It’s why so many people struggle to respond to the demands of new and incredibly complex business situations. Share with your audience that the most important thing to help people cope is to let staff pause to take stock and apply what they have learned.

With that in mind, we put together content that focuses on the seven deadly sins of telesales. Next, you can use the content to discuss these sins, to explore the concept of sales, and the role of the telephone.

A great way to connect with your audience during this part of the course is to incorporate personal reflections and, if possible industry-specific examples. This form of storytelling will significantly embed learning for your audience.

The selling equation – Today, having OK telesales skills isn’t enough. Not when there’s always another person or company is lurking in the background to take over. One of the biggest mistakes that people can make is to settle for something that isn’t the best.

And yet, chances are a lot of your audience will only have some basic sales skills or knowledge. Being informed will help your audience to feel more in control. We’ve learned that o
plenty of telesales agents and managers can find themselves feeling challenged by their skill level. This doubt happens because they are unsure of their skills, or they don’t have the capabilities or training required to perform their duties.

A lot of people think of telesales skills as something just for structured telesales environments. We think of them happening also within wider business settings. At this stage of the course, you can now start to dig into the content provided. Take the time to get to know your audience and use the material to examine telesales as a process and how to manage first impressions. Once you have covered that aspect, use the content to discuss fundamental telephone techniques like managing the call, voice, and attitude.

We believe that excellent training delivery is all about enabling your audience to gain value from your course content. If you include personal reflections or experiences within the material, then there’s a good chance that it will further embed learning. Most people overlook the importance of this sharing but the key always is to keep the content useful and straightforward.

Stages of a sales call – Empowering your audience to manage a sales call is how you make the course practical. We’ve always thought that understanding the steps involved in a sales call will give your audience clarity on what is both involved and expected, especially if they are new to the industry. The key here is to use the content to help your audience understand the critical steps and to build this learning into their daily duties.

Sounds easy?

Well, in many ways, it’s not challenging. Simply, use the material to share that the standard sales call has four identifiable stages (e.g., opening, presentation, closing, and departure).

Why do people buy – Talking about “why do some people buy and others don’t” is probably most people’s favorite aspect to discuss in a telesales skills course.

When you pose that simple question, you’ll find that your audience will have a lot to talk about and share.

This feedback should be encouraged as it will reinforce much of the learning with the course content. These days, people that work in a telesales environment need tightly-honed and relevant skills. And what a lot of people don’t understand is that a successful telesales agent will determine why the customer is not buying and persuade them to overcome the reasons.

At this stage, you should use the material to explore the importance of features and benefits. In this instance, there’s no simple solution. The development of these skills is a process of translating the features of the product into the benefits received by the customer. However, it is only useful if the agent listens to the customer and determines what they need. You should use the content provided to share that a successful telesales agent will focus on within the call. For example:

  • Benefits – what the product will do for the customer
  • Features – Not what the product does

During this critical section, we suggest that you also share your personal perspectives on why people buy. Your experiences and reflections will make the content more meaningful to your audience. And, to put it simply, this form of storytelling will help your audience to get the maximum benefit from the material presented.

Handling Objections – There are many incredible employees out there that can handle objections and translate objections into sales. We’ve learned that to convert sales, a telesales agent needs to be able to handle objections. The more objections they can overcome, the transitions they can use, the buying signals observed, the more likely a sale can be closed. The end sections of this course content explores these fundamental telesales skills.

Amazing expert guides will get you to the place you want to be

Over the years, we noticed that some people, along the way, have asked for a little more creative input. And, let’s face it, there are times when we all need an extra spark to make our training courses shine even brighter.

So allow us to introduce our free expert training guides. An innovative collection of guides that mix inspiration, insights, techniques, and skills, sprinkled with everything you’ll need to deliver a successful training course. These guides are a security blanket of experience just for you. With eight free training guides instantly available, and each jam-packed with value, it’s the easiest way to get ahead.

  • Training icebreakers
  • How to select training materials
  • Training games
  • How to increase participation
  • Learn to improve your questioning skills
  • How to improve your listening skills
  • Learn how to deal with difficult people
  • How to evaluate training courses

Your courses, your way – everything you need to be the best

Within companies, across teams, on the go — wherever and however you want to deliver this course, it’s never been easier to put this content into action.

Wave goodbye to spending time developing training courses and say hello to awesome content that you can instantly download, customize, and even brand as your own.

You can download this training course material on telesales skills immediately after checkout.

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How to answer common questions

What is telesales?

Telesales is a tool for business-to-business and business-to-consumer sales.

What are the main things that can block an effective telesales process?

Part of having excellent telesales skills is knowing what may block a telesales process – to introduce a superb process starts with an awareness of what might cause a method not to succeed.

Professional telesales will be blocked by:

  • Lack of management commitment
  • Given minimum attention
  • Insufficient marketing support
  • Unrealistic expectations
  • Staffing mistakes
  • Insufficient investment
  • Inadequate measurement and analysis

What are the main links between sales and the telephone?

A great telesales strategy can never be built on assumptions, especially when it comes to selling over the phone. These are the main links between selling and the telephone:

  • The selling equation
  • Telesales process
  • Telephone technique
  • Managing first impressions
  • Managing the call
  • Voice and attitude

What can cause a wrong impression to happen in a phonecall?

Creating a wrong impression will take you a long way away from closing a sale. Here are some things that will lead to a wrong impression:

  • Don’t answer at all
  • Customer left on hold
  • No identification of the agent or the organization
  • While transferring the customer gets cut off
  • No interest in the customer
  • Not listening
  • Confidence not inspired
  • Be rude or condescending

How do you manage a call?

Once a call has started, the rest of the call needs to be managed by:

  • Asking the right questions
  • Actively listening
  • Giving an necessary explanations
  • Resolving any complaints or problems
  • Being assertive

How do you present the right attitude on a telesales call?

Presenting a positive attitude requires:

  • Setting goals
  • Treat people fairly
  • Ignore bad attitudes
  • Take action
  • Avoid making excuses

What are the four stages of a sales call?

Let's cut straight to the answer; the four stages of a sales call are:

  • Opening
  • Presentation
  • Closing
  • Departing

What is the AIDA formula?

The four stages of the call will facilitate the salesperson in taking the customer through the AIDA formula.

  • A - the salesperson gains the attention of the customer
  • I - the salesperson builds interest
  • D - through building interest, the salesperson creates a desire
  • A - customer takes action

Why do people buy?

There are six main reasons why people buy:

  • Avoid pain
  • Reduce risk or loss
  • Enhance their prestige or ego
  • Make money
  • Enjoyment, pleasure or comfort
  • Do it for other people

Can I edit these training course materials?

Yes. You can now add your logo and customize the course content freely using Microsoft Word and Powerpoint. You can also deliver the course material where, when, and as often as needed.

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