Courses

Inbound Telephone Sales Training Mastery

Telephone Sales Mastery for Inbound Calls is your solution!

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Rated 5 out of 5

“CCTS really knows contact center environments, whether inbound or outbound. I value CCTS as a business partner. They definitely are invested in my success.”

Lisa Simpson | Sacramento Municipal Utilities District

Telephone selling combines the art of building relationships with the ability to quickly identify needs and communicate targeted product value. The personal touch of a phone call remains a potent tool, if your salespeople deliver with excellence!

Telephone Sales Mastery Inbound Introduction

In This Video

You’re still looking for the right training!

You haven’t yet found that perfect formula for your salespeople, one that ignites their passion for learning about real customer needs, talking about your products, and of course, showing the customer that you are rooting for them. Your reps will receive sales training on every major skill they need to engage customers, provide real value and increase sales!

There’s a better way to do phone sales training!

Over thirty years ago, we set out to make a better phone sales training solution for the call center world. At the time, most centers had to rely on non-telephone sales skills they received from their corporate training departments, courses that were designed for face-to-face salespeople. They didn’t work.

Sales training with proven results for sales leaders

Companies like Sprint, Bank of America and Deluxe Financial partnered with our sales growth company. We tested and trained new selling techniques and skills that were powerful and bold, but also highly customer-friendly, and those skills gave sales leaders better outcomes. We must be rooting for the customer as we speak with them about their product choices and interests. We can talk about value, ask them to buy and even respond to their objections, but it can never come across as indifferent, uncaring or abrasive.

Does your Sales Team sound like they are Rooting for the Customer?

What does it mean to root for the customer? In Inbound phone sales, it means a big welcome, even when the customer is not the most friendly. Although we cannot waste time on these sales calls, a little bit of rapport is also a great touch. Don’t ask about the weather, though. Ask about something more useful, like what prompted them to contact you today! Sound excited to get your product into their hands, because their lives or their work get easier, better, more enjoyable, as a result of them purchasing and using your product.

A Complete Solution that is much more than just training

We do more than just train center personnel. Since we have so much experience with similar challenges in this industry, we help you fix issues that would derail sales training (e.g. disengaged front-line sales leaders, focusing on the wrong metrics, etc.). When these issues are resolved, the training has the chance to make a big difference. Salespeople thrive and that center gets the “wild success story” that many other clients have achieved over the years.

Telephone Sales Mastery Inbound is your new fully customized training solution!

Your sales call training will be customized to your real-world selling dialogues. We build call flows that illustrate your perfect steps and how to say/deliver each one. And then we will work with your sales team on the back end to make sure your reps are using the new skills.

But what about results on your sales calls?

One of our clients generated over two billion dollars in new sales as a result of implementing a fully customized Telephone Sales Mastery IB training initiative, along with coaching skills and improved QA.

Are we excited about Telephone Sales Mastery?

You know it! We also root for our customers. You can tell we’re excited to talk with you and discuss your own tailored training. Yours will be loaded with your own call flows, best practice selling skills, and excellent training content so you can reignite your sales team!

“Telephone Sales Mastery Inbound is one of our flagship courses, and like no other sales course in the industry. We fully customize this powerful set of selling skills to your real world, so no two TSM Inbound courses are alike. We have thirty plus years of success stories with TSM Inbound!”

Erica McGinnis

Vice President Client Engagement & Training

Telephone Sales Mastery Inbound

Course Overview

All course modules are fully customized to each client’s sales calls.

If you do not see a skill here that your center needs, please ask us about it. We will place heavy emphasis and training time on the skills your agents need the most.

Module One: Impactful Selling Principles

In this initial module, participants learn some of the major influencers that make a phone sales call great or derail a call that had potential.

Topics / Principles

What Makes a Salesperson Likable and Persuasive Without Sounding “Salesy”?
Instant Sale Killers: Seven things to Avoid on Every Call
Conversational Selling: How to Connect to Any Caller

Module Two: The Call Opening

Critical skills for starting sales calls off on the right foot, with control for the sales rep and comfort and familiarity for the customer.

Topics / Principles

How Much Rapport is the Right Amount?
Capturing a “Snapshot” of the Customer’s Need Early on the Call
The “Great Greeting” Process

Module Three: Mastering Discovery and Uncovering True Needs

Discovery fuels the rest of the dialogue. The skills in this module will equip your salespeople to have real, connecting sales conversations, where customers reveal all their needs and goals.

Topics / Principles

Turning Transactional Selling into true Consultative Selling
Five Main Purposes of Discovery Questions
“Crystallizing” the Customer’s Need
Cross-Sell Upsell Questions

Module Four: Making Value-Rich Product/Service Presentations

When presenting products and features, most salespeople a) fail to differentiate their product from competitive offers, and b) spend too much time focused on promotions, and not enough time on the ways that your solution will be potentially life changing for this customer. This module will change all that, and quickly.

Topics / Principles

Implied Value vs. Expressed Value
Remember: Most Customers Don’t Buy the Cheapest Product Offer!
Put the Customer into Your Presentation Story
The Feature Function Value Statement

Module Five: Closing the Sale (Assuming the Sale with Confidence)

It is undoubtedly the briefest skill, yet many salespeople struggle when asking the customer to buy today. This module introduces a couple of great tools to close deals, but it also makes the case for Closing every time, which really helps salespeople with Closing Anxiety.

Topics / Principles

Why Should We Ask for the Sale on Every Call?
Not Closing is a Disservice to Your Customers
The Assertive Closing technique
Five Other Great Closes

Module Six: Responding to Late-Call Objections

You have done so much work on this call, and now you’re going to let this caller go because of a single objection? Help your customer while helping yourself, with objection handling that presents a strong case for them to buy today without making them feel bad about objecting.

Topics / Principles

Why An Objection is Not the End
Welcoming the Objection: “I’m glad you’re telling me this!” “I’m so glad you brought this up.”
Presenting Value to Outweigh the Objection (rather than “Outarguing the Customer”)

Pricing

We customize each program to our clients’ needs and goals, so no two prices are the same. For Telephone Sales Mastery Inbound, your price depends on how many salespeople and leaders take part, the delivery method you choose, and how we customize the six modules to your sales calls. Our clients will tell you that our fees are average while our solutions are world class. Here is some information about how we can build your course content and deliver your new training solution.

We customize everything!
See Our Customization Formula here

Delivery Methods: We use all of the following delivery methods, depending on client needs, location and budget.

Live, in-person training
Remote training sessions via Teams or Zoom
Fully customized video-based lessons
Complete e-learning solutions
Complimentary Front End Analysis

You want the right solution. We would like to provide the very best, perfectly tailored solution for your needs. Let us listen to your calls and schedule a few meetings with leaders, supervisors, trainers and agents. Let’s discuss your current coaching system. We want to know how your QA and Training teams align with your goals. Once we understand how we can best help, we will send a complete proposal with every step we will take in building your new training package and helping you ignite your center to produce record results.

Contact us today to set up an initial discovery meeting. We can estimate pricing for you, even before we start our analysis work.

Have a small team? If you have just a few reps and a single leader, we can estimate pricing and do a brief analysis of your agents, and send a final proposal very quickly.

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Rated 5 out of 5

“Love this content! Your trainings have taught our team so much!”

Tawnia Grone

Autism Learning Partners

Rated 5 out of 5

“As always, Mo, your content and skills are always first class, and we have benefited from your training for years!”

Deepak Joshi

Personiv

Rated 5 out of 5

“Have always loved your work, Mo. Exciting you are still putting great content out here for us to take advantage of.”

Kellen Brittingham

Deluxe Corp

FAQs for Inbound Telephone Selling

How do you put the customer at ease, reduce caller tension and start building relationships right from the start?

Greet the caller warmly: As soon as the call connects, greet the customer with a genuine and enthusiastic tone.

Validate the customer’s concerns or the issues they are trying to solve: If a customer does not feel that you care, they will start thinking about moving to the next provider on their list very quickly.

Promise personalized solutions: Let the caller know that you will be asking questions to learn more about their needs so you can deliver the solution that makes the most sense for them. This not only reduces tension, it will eliminate the buyer’s remorse that many customers experience after they are off the phone with you.

What do you say to customers who tell you they are “just shopping” and are not ready to buy today?

When handling inbound sales calls, it’s common to encounter customers who express that they are “just shopping” and not ready to make a purchase immediately. “Just shopping” may be a way of holding the salesperson at an arm’s distance, while they could be fully ready to buy today, if they hear the right information from us.

Acknowledge their intention: Assure them that it’s perfectly alright and that you understand their position. This helps build trust and shows that you respect them as the decision maker.

Ask for the sale! You presented your product and key features in a great light, tailored to this customer’s world. Why not ask them to purchase? Adding the three words, “If you’d like,” makes this easy and non-offensive.

Follow up appropriately: After the call, if the customer has agreed to be contacted, make sure to follow up within an appropriate timeframe.

What are some quick fixes we can use as a center to boost our sales and close more deals right now?

Streamline call routing: Should you give your higher-producing agents the best calls, or would that be unfair? If it will boost sales, and sales are critical right now, do it.

Provide comprehensive product training: Equip your sales team with in-depth knowledge about your products or services.

Optimize call scripts: At Call Center Training Solutions, we have been building call flows and scripts for clients for decades. We know how much a poor call flow or script can reduce sales.

Implement cross-selling and upselling techniques: Surprisingly, many salespeople prefer not to do this. They are afraid to talk about a cross-sell product, for fear of losing the original sale. This fear is unfounded.

Remember to maintain a customer-centric approach throughout the sales process.

What are some great questions to ask in sales conversations to learn more about our customers’ needs?

Asking more questions can help the salesperson connect with the customer, and that means they start to open up and trust us.

The questions we would suggest for your salespeople may be very different from these examples. In general, however, there are a few great questions that work for most selling situations.

Why Now and Why Us: Why Now? “What’s prompted you to start looking for a new laptop right now?” Why Us? “And what made you choose our organization?” These two questions tell you a) the customer’s urgency, b) what they liked about your organization and c) what pain points they are trying to solve.

How does active listening help when a customer doesn’t want to open up and answer our questions?

Sometimes, prospects do not want to open up or answer any of our normal Discovery questions. Some may have had bad experiences with sales organizations.

Active listening: Show genuine interest in their needs and concerns. It is when we ask a question that the caller has already answered (and we didn’t remember) that they begin to shut down.

Position potentially awkward questions: Any question that will make a caller uncomfortable needs some Positioning on the front end. Explain why you are asking the question. “We want to make our service as affordable as we can for every customer, so I was wondering…” When a caller understands why we are asking, they rarely mind giving you the answer.

How does the course help our reps with objection handling?

Module Six teaches your reps that one objection does not have to end the call. They learn to welcome the objection and tell the customer they are glad it came up. Then they show value that outweighs the objection, without arguing with the customer.

Why do we follow up after the call?

Some customers are “just shopping” and are not ready to buy on the call. When a customer like that has agreed to hear from us again, we reach back out after the call. We make sure that happens within a sensible timeframe.

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