Oak Innovation Telesales Skills Training Course


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How to get training material on telesales skills and how to offer these training courses

There is no question that some people are naturally amazing at selling. Whether it within a telesales environment, business to business sales, corner shops, or even on market stalls some just seem predisposed to sell to others.

Even if people are born with this potential, we believe that within telesales settings there are many skills that need to be developed through training and development initiatives.

To give you as much value as we can, we’re sharing our training material that you can now use to deliver your training courses. This training material goes beyond what most off-the-shelf courses offer and we’ll provide you with 100% customizable pre-written content. No complicated contracts or restrictions. Just content that you can use to deliver your training courses.

Let’s explore what content you will receive and how best to use the material provided.

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Our training content makes it easy to convert customer needs into incredible training courses. We encourage you to add your logo and even company-specific examples to offer content that is simple and easy to deliver.

Swipe through sample training course material from this training course …

Four tips that will help you deliver a compelling telesales skills training course

The telesales skills training course will primarily address the needs of line-staff, human resource professionals, general managers, and senior executives who work within telesales environments.

The first tip we have for you is that 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.

The second tip is that 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.

At this stage, you’re hopefully already saying that you can’t take your eye off the ball and overlook the needs of your audience. Well, that’s true but don’t worry as we’ll provide you with everything that you’ll need.

The 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 as part of their role. The content will also guide participants on the main obstacles to effective telesales.

Let’s explore the training material in more detail and how it can be delivered.

Learning objectives

If you are looking for content to present your own business training course on telesales skills, this is the course material for you. And, you don’t have to be an experienced business trainer to get results like a pro.

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 we would use the content provided to 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 most likely 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. However, responding to the demands of new and incredibly complex business situations can be difficult. Often, staff will need to 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.

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

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. The key is to keep the content useful and straightforward.

Stages of a sales call – 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 that challenging. 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 people buy is probably most audiences favorite aspect to discuss in 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. For example, 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 skill 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 share your 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 – 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. End the course by using the material provided to explore these fundamental telesales skills.

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“I have over 30 years of Training and Development experience. I just finished previewing Oaks newest course entitled Problem Solving. Having done the research, designed and developed many training programs myself from the ground up, I can tell you that this program is ready to go! It is as complete and comprehensive as I have ever seen. It allows for customization and tailoring and is flexible enough to fit any business situation. I have used Oak products in the past and can assure you that you will not find a better product on the market that matches the comprehensive nature, quality, and price of this offering, they have thought of everything! Trust me, save yourself a lot of time, money, and energy. you don’t have to re-invent the wheel.”

Dave Benak, Owner

Frequently asked questions within telesales training courses

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.

“I have over 30 years of Training and Development experience. I just finished previewing Oaks newest course entitled Problem Solving. Having done the research, designed and developed many training programs myself from the ground up, I can tell you that this program is ready to go! It is as complete and comprehensive as I have ever seen. It allows for customization and tailoring and is flexible enough to fit any business situation. I have used Oak products in the past and can assure you that you will not find a better product on the market that matches the comprehensive nature, quality, and price of this offering, they have thought of everything! Trust me, save yourself a lot of time, money, and energy. you don’t have to re-invent the wheel.”

Dave Benak, Owner

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