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Sales Skills  >  1-Day Courses

Essential Telesales

Training course in Telesales

Learn the influencing skills used by top telesales people

One-Day Course

Course Brochure Download
Essential Telesales brochure
  • Build rapport on the phone
  • Understand the topics that you must cover to motivate customers to buy from you
  • Master techniques for ‘closing the sale’


This workshop introduces participants to the knowledge, skills and attitudes needed to perform as a first class telesales person. The programme is based on applying Neuro Linguistic Programming (NLP) techniques to the telesales process and will give attendees insights into how to achieve outstanding results when talking to customers on the phone. During the programme delegates are introduced to the beliefs of people who are expert at building relationships on the phone, questioning skills, plus cross-selling and closing techniques.

Learning objectives

By attending this highly interactive one-day course you will:

  • Gain an insight into the ‘golden rules’ of telesales
  • Increase your persuasiveness
  • Learn a powerful four-step method for managing a telesales call
  • Develop methods for overcoming resistance and handling objections
  • Understand how to handle both Inbound and Outbound calls

Who should attend?

People who sell using the telephone who wish to further develop their skills.

Day 1

Telesales fundamentals

Understanding the most common errors or pitfalls that inexperienced telesales people can fall into, and gaining a realisation as to what ‘best’ practise telesales looks like.

  • Common ‘bad’ practice
  • What good Telesales people do

Pairs exercise: analysing current behaviour

The psychology of telesales

Attitude and values are crucial to good performance. Here we consider the mind-set of expert telesales people.

  • Examining your current beliefs
  • Reviewing expert beliefs
  • Making changes that you feel are appropriate for you

Pairs exercise: applying the affirmations technique

Voice work

One of the keys to being an effective telesales person is to have a strong, flexible voice; a voice that all the prospects will want to engage with because it has enough variation in tone and tempo to be interesting to listen to. To develop such a voice it is necessary to practise exercises that are designed to enhance vocal power.

  • Posture and relaxation
  • Diaphragmatic breathing
  • Projection
  • Diction
  • Resonance

Voice exercise: developing a strong voice

Creating rapport

Creating a sense of trust and partnership with prospective clients is a key sales skill. Here we consider how to build a psychological ‘connection’ with other people.

  • Matching and leading voice qualities
  • Matching and leading values
  • Summarising

Group exercise: practising the matching and leading technique

Effective listening

Paying close attention to the prospect’s non-verbal behaviour and tuning into the underlying message that is being transmitted is a key skill for conducting an effective telesales call.

  • Notice five aspects of voice quality
  • Calibration

Pairs exercise: developing listening skills

Logical Levels Diagrams - understanding the customer’s needs

This set of tools is concerned with asking high quality questions that map out precisely the decision-maker's needs and requirements.

  • The logical levels concept
  • Moving up, down and across logical levels
  • Cross-selling and Up-selling questions

Pairs exercise: conducting logical levels interviews on the phone

Dealing with Resistance

Understanding how to deal with objections, obstacles, or resistance during a telesales call.

  • Three Step Technique
  • Feel/Felt/Found

Pairs exercise: practise at handling objections

Four stages of a great telesales call

Understanding the four stages that need to be worked through with a customer in order to win business, while appreciating the distinctions in process between Outbound and Inbound calls.

  • Greeting and Alignment
  • Collect Information
  • Present a solution
  • Close
  • The role of Value Propositions
  • How to use Scripts

Exercise: role-playing telesales calls



Feedback is based upon peer review using a Boulden assessment checklist. Completing the assessment checklist is not only valuable to the people involved in a given case study, it also helps those completing them to gain an in-depth understanding of the building blocks that make up an excellent telesales call.

Remote Training

All of our workshops can be delivered as Remote Training via e-learning modules plus Zoom based virtual workshops. Please see our Virtual Training page for more information.


To talk to us about our range of courses contact
Boulden Management Consultants:
via our Contact form
Tel: 0844 394 8877