Call Centre (sales) staff who possess skill, professionalism and know how to handle a great variety of situations are an asset to any organisation.

This Call Centre (sales) training course from PD Training teaches your employees to enter the call centre with confidence, equipped to answer questions, overcome objections and close calls with positive outcomes.  

This practical call centre course is available now throughout New Zealand, including Auckland, Wellington, Christchurch.

Your Learning Outcomes
Sales Training for Call Centres Training

In this course participants will: 
  • Learn practical and effective outbound call strategies
  • Understand the different types of buying motivations
  • Master the strategic sales process, matching your products and services to buyer motivations
  • Learn strategies for effective communication
  • Gain advanced phone etiquette skills
  • Understand the importance of setting SMART goals
  • Learn and interpret the six key factors to success
  • Understand the importance of always being customer-focused
  • Know when it's time to close the deal
Duration: 1.0 day course


Sales Training for Call Centres Training Reviews:

Enjoyed the day, and will defiantly be doing more training with Troy. thanks again

Always very helpful - much appreciated! 

Course Outline
Sales Training for Call Centres Training

Download Sales Training for Call Centres Training Course Outline


A well-trained Call Centre is the heart of any operation.  Call Centre employees who possess skill and professionalism, who know how to handle a great variety of situations, will be an asset to any organisation.  By presenting these attributes, call centre staff will also personally benefit in terms of salaries and performance bonuses. Call Centre training will allow the employee to enter their work area with confidence knowing they are equipped to answer questions and overcome objections and ultimately close the deal.

Sales Training for Call Centres Training - Lesson 1
Getting Started
  • Pre-Assignment Review
  • Workshop Objectives
Sales Training for Call Centres Training - Lesson 2
The Basics (Part I)
  • Defining Buying Motives
  • Establishing a Call Strategy
  • Prospecting
  • Qualifying
  • Case Study
Sales Training for Call Centres Training - Lesson 3
The Basics (Part II)
  • Getting Beyond the Gate Keeper
  • Controlling the Call
  • Difficult Customers
Sales Training for Call Centres Training - Lesson 4
Phone Etiquette
  • Preparation
  • Building Rapport
  • Speaking Clearly- Tone of Voice
  • Effective Listening
  • Case Study
Sales Training for Call Centres Training - Lesson 5
  • Self-Assessments
  • Utilising Sales Scripts
  • Making the Script Your Own
  • The Sales Dashboard
  • Case Study
Sales Training for Call Centres Training - Lesson 6
Speaking Like a Star
  • S= Situation
  • T= Task
  • A= Action
  • R=Result
  • Case Study
Sales Training for Call Centres Training - Lesson 7
Types of Questions
  • Open Questions
  • Closed Questions
  • Ignorant Redirection
  • Positive Redirection
  • Negative Redirection
  • Multiple Choice Redirection
  • Case Study
Sales Training for Call Centres Training - Lesson 8
  • Benchmark Metrics
  • Performance Breakdown
  • Implementing Improvements
  • Benefits
  • Case Study
Sales Training for Call Centres Training - Lesson 9
Goal Setting
  • The Importance of Goals
  • SMART Goals
  • Staying Committed
  • Motivation
  • Overcoming Limitations
  • Case Study
Sales Training for Call Centres Training - Lesson 10
Key Steps
  • Six Success Factors
  • Staying Customer Focused
  • The Art of Telephone Persuasion
  • Telephone Selling Techniques
  • Case Study
Sales Training for Call Centres Training - Lesson 11
  • Knowing when it's Time to Close
  • Closing Techniques
  • Maintaining the Relationship
  • After the Sale
  • Case Study
Sales Training for Call Centres Training - Lesson 12
Wrapping Up
  • Words from the Wise

In-House Training We’ll focus on what matters most to you and tailor to your context

Live Online or Hybrid Class Tailored to Your Needs

When you want a tailored learning experience targeting exactly what you want without bringing everyone physically together, the best choice is a Live Online Class run by PDT.

We tailor the content and activities to be specific to your current needs and the needs of the people and run the course in our usual activity-based workshop style training, however, the participants can all be offsite, or some can be in the room with others offsite.

Unless you have a preferred tools we use 'Zoom for Education' that includes enhanced collaboration features such as One-click content sharing, real-time co-annotation (people can work together in activity files), and digital whiteboarding, we also include things like live polls and group chats so you virtually have the same collaborative learning experience of attending a course in a room with other people.

live online & hybrid

We have delivered these 100's (if not 1000's) of times, and get great outcomes. We achieve great outcomes because we keep our learner centric approach - just because it’s delivered through a screen to some or all participants doesn’t mean it needs to be less tailored or less personalised.

You still have an expert trainer who talks to you prior to the session and tailors the delivery to use your terminology, ensure activities are relevant and directly applicable and ensures an engaging learning experience that provide people with skills and techniques they can apply the very next day.

A hybrid class is with some people dialling in, and some people physically together in the same room.

Live Online Participant Feedback:

90% Overall Trainer Rating

88% Delivery was Adapted to me Personally

75% I Would Recommend this Course to Someone Else

Face to Face Options With Everyone in the same room

1-hour Motivator
one hour motivator
3-hour Power Sessions
3 hour power session
Full-day training
full day training
At your workplace At your workplace
In our Training Rooms In our Training Rooms
 In our Online Training  Room - the HIVE In our Online Training Room

We’ll make things easier so you can focus on adding more value

We provide the Training Management Centre which is an information hub before, during and after training.
(Let us know if there’s parts you don’t want to use)

Invites people to training

(So you don’t have to)

Invite People icon

Generates Sign in Sheet

(So you don’t have to)

Generate Sign In Sheet Icon

Generates Branded Flyer

If you want to ‘promote’ internally

Generate Branded Flyer Example

PDF’s of Certificates

(can be co-branded with your logo)

Completion Certificate Included

Collects and Reports feedback

(So you don’t have to)

Feedback Report Example

Complete Results Dashboard

(including trainer insights)

Results Dashboard Example

What are people going to do differently?

At the completion of training participants are encouraged to create an action plan, and invite an accountability buddy via their Orgmenta App.

In your Training Management Centre you have transparency to the action plans so you can see what people are going to do differently.

My Action Plan
Participants encouraged to create

Want to get clear on impacts and measure success? Our system and expert consultants support you.

Our systems and people make it easy to identify how you’ll be able to measure impacts,
and then report on the success in the weeks or months after training.

Measure metrics your way

Do you already have a training management system and wish they were automatically up to date?

Training APIs

It’s surprisingly easy to make it so that your system can automatically be up to date with all the training record details you need.

More than just a training provider - we are your Learning and Development Partner, we look forward to working with you, talk to one of our friendly expert consultants today.

Outstanding learning that people can do in the flow of work

  • Fresh targeted video-based microlearning content with interactive lessons and quizzes included.
  • Rigourous review process
  • Only $11.00 per course per person per year.
  • Or get the $110.00 bundle and save.
Bite Size learning that people love
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