Call Centre Sales Training Course Outline

  • Length: 3–5 days intensive training (plus 2 weeks on-floor coaching)

  • Audience: Inbound/outbound agents, BDRs, telesales teams

  • Delivery: Live training, LMS modules, or printable manual

SECTION 1: Introduction to Call Centre Sales

  • Role of a sales agent vs. customer service agent

  • Importance of voice, tone, and empathy in sales

  • Understanding the sales funnel in a call centre environment

  • KPIs: conversion rate, AHT, sales per hour, FCR, QA score

SECTION 2: Product & Service Knowledge

  • Overview of company products/services

  • Key features vs. customer benefits

  • Common FAQs and competitor comparisons

  • Regulatory and compliance info (disclaimers, scripts, etc.)

SECTION 3: Call Structure & Flow

  • The anatomy of a sales call:

    • Greeting & rapport-building

    • Qualification & discovery

    • Product pitch

    • Objection handling

    • Closing the sale

    • Post-sale confirmation & compliance

  • Scripting vs. free-flow conversations: when and how to use both

SECTION 4: Communication Skills

  • Active listening techniques

  • Using persuasive language and sales psychology

  • Vocal skills: tone, pace, pitch, pause

  • Building rapport in seconds

  • Avoiding filler words and “dead air”

SECTION 5: Discovery & Needs-Based Selling

  • Asking the right questions to uncover needs (open vs. closed questions)

  • Matching customer pain points to solutions

  • Personalizing the pitch for better conversion

  • Qualifying leads (BANT or CHAMP methods)

SECTION 6: Objection Handling

  • Common objections: price, timing, trust, confusion

  • The LAER technique: Listen, Acknowledge, Explore, Respond

  • Roleplay: objection scenarios with sample responses

  • Handling irate or resistant customers calmly and constructively

SECTION 7: Closing Techniques

  • Trial closes vs. final closes

  • Effective closing lines that feel natural

  • Creating urgency without pressure

  • Handling hesitation at the close

SECTION 8: Upselling & Cross-Selling

  • Identifying upsell opportunities

  • Timing and language for add-ons and upgrades

  • How to bundle offers without sounding pushy

  • Case studies: high-performing upsell scripts

SECTION 9: Tools & Systems

  • CRM and dialer walkthrough (e.g., Salesforce, HubSpot, Five9)

  • Updating customer records and call notes

  • Script pop-ups and compliance prompts

  • Using dashboards to monitor personal sales KPIs

SECTION 10: Compliance, Ethics & Quality Assurance

  • Script adherence and legal disclaimers

  • Data privacy and call recording laws (e.g., GDPR, TCPA)

  • Quality assurance standards (QA scorecards)

  • What causes sales to be rejected or reversed

SECTION 11: Performance & Mindset

  • Handling rejection and maintaining motivation

  • Setting personal sales goals

  • Time and call management strategies

  • Getting better through coaching and call reviews