Global Contact Center

Telemarketing – Using the Telephone as a Sales Tool Course



This one-day workshop will show you how the telephone can supplement, enhance, and sometimes replace other means of marketing and selling, and how this personal approach can dramatically increase your sales success. We will also talk about how to hone your communication skills, your ability to persuade, and techniques to personalize each sales call.

The Telemarketing: Using the Telephone as a Sales Tool training workshop instructs learners/participants on how to make dramatic improvements to their results, by sharpening their communication skills, developing trust and respect with customers and colleagues, warming up their sales approach, making positive impressions, learning negotiation strategies to improve sales results, and the use of scripting.

Your training course materials include a detailed learner/instructor guide, student workbook, quick reference guide, pre-assignment, assessments, and pre-formatted slides. All of them are easily customizable for trainers who want to tailor the courseware to their brand or a particular group.

Course outline-

How to Use This Guide

Session One: Course Overview

Session Two: Pre-Assignment Review

Session Three: Verbal Communication

Being Yourself and Sounding Your Best

A Service Image

Session Four: To Serve and Delight

What You Say and What it Means

Planning the Ideal Answer

Session Five: Exceptional Things about Telephone Sales

Session Six: Building Trust

Session Seven: It’s More Than Just a Phase

Phases of Negotiation

Types of Negotiation

Session Eight: Communication Essentials

Active Listening Skills

Ten Ingredients for Good Communication

Asking Good Questions

Session Nine: Developing Your Script

The Basic Script

Sample Script

Making the Script Yours

Session Ten: Pre-Call Planning

Session Eleven: Phone Tag and Call Backs

Session Twelve: Following Up

Session Thirteen: Closing the Sale

Recommended Reading List

Post-Course Assessment

Pre- and Post-Assessment Answer Keys

Personal Action Plan

Learner/Instructor Guide

Our Learner/Instructor Guides are the core of each training course. They lay out the training in simple, easy-to-follow instructions. You can also customize the Learner/Instructor Guides in order to personalize your training.

Student Manual

Each Instructor Guide – for each course – is paired with a Student Manual that you can present to your participants. This customizable Student Manual gives each participant the student version of the course you will be learning/teaching.

Exercise Workbook

Whether or not you choose to introduce exercises into your learning/training is up to you as the learner/facilitator. In case you want to do this we offer you an Exercise Workbook (also customizable) that is specific to the course you are offering.

Sample Files

Each course title comes with a Lab Workbook loaded with activities and exercises to practice and reinforce the learners’ understanding of the course objectives. Pre-made Sample Exercise Files are provided for use with the Lab Workbook so that you, as the learner/trainer, do not have to prepare activity working files.

Powerpoint Deck

The course is designed to give you everything you need for use in the classroom or workshop. This includes the PowerPoint versions of all the courses, prepared for you in advanced.


Quick Reference Guide

Quick Reference Guides are a favourite tool for learners/trainers to provide to their learners. Each Quest Reference Guide summarizes the most important elements in each course title down to two pages.