Quick answer
What is in-house telesales training?
In-house telesales training is a private, customised program that teaches your sales team to sell by phone using your own products and customers. Jenny Cartwright runs it over 1, 2 or 3 days or in 2 to 3 hour sessions, onsite in any Australian capital city or live on Zoom, with optional weekly or fortnightly coaching afterwards.
Why train your sales team in-house?
A public course teaches general skills to a room of strangers. In-house training puts your people, your products and your customers at the centre of the day, so every example, script and role play sounds like your business.
That matters more than it seems. When the training already sounds like their real calls, your team has nothing to translate. They walk back to their desks knowing what to say, the first calls after training feel easier, and the phone stops being the job everyone puts off until after lunch.
If you are comparing options for telephone sales training Australia in-house, ask every provider three questions. Who will actually run the training? Will they listen to our calls first? What happens after the trainer leaves? With Sales and Telesales Solutions, the answers are Jenny Cartwright herself, yes, and follow-up coaching.
What does telesales training cover?
Every program is customised, but most draw on the modules below. Jenny recommends the mix once she has assessed your team.
- Outbound telesales and cold calling training: planning the call, an opening that earns attention, and getting past the gatekeeper to the decision maker.
- B2B appointment setting training: giving a busy buyer a clear reason to meet, and locking in a time before the call ends.
- Inbound sales training: turning enquiries and customer service calls into sales without sounding pushy.
- Questions and listening: uncovering needs, so your offer matches what the customer actually cares about.
- Presentation of your offer, the 4 key ingredients
- Handling objections: calm, practised answers to 'send me an email', 'we're happy with our supplier' and 'it's too expensive'.
- Closing and follow-up: asking for the order or the appointment, and following up quotes until you get a decision.
- Call reluctance: the mindset and daily habits that keep people dialling with energy, even after a run of noes.
- Scripts: call guides written for your customers, in words that suit the way your people naturally speak.
Whether you call it telemarketing training, telephone sales training or telesales training, the goal is the same: more good conversations that end with a clear next step. For a taste of the method, read Jenny's articles on cold call openings that grab interest and how to handle objections.
In-house workshops you can choose
Every workshop is tailored to your business and run at your office, a venue of your choice or live on Zoom. They suit face to face sales reps as well as telephone sales staff, so everyone who sells for you learns the skills they need to reach their full potential.
Each program includes a pre-training briefing, and a full staff assessment beforehand when you need one. Your people get comprehensive, customised workbooks so the techniques stay with them, and certificates of achievement at the end. Assessment is through self assessment, role plays and voice recordings.
Outbound telesales
Training for outbound calls that can triple your sales.
What your team will master
- How to create a telemarketing script that doubles your sales
- The little-known ways to get through the gatekeeper
- The 5 critical trigger words that compel people to buy
- What to do so 9 out of 10 enquiries convert into a sale
- How to get 7 out of 10 contacts to make an appointment
- How to build rapport quickly with 3 powerful questions
- The listening skills that give you total credibility
- The four ingredients that make a compelling offer
- The secrets to overcoming every objection
- How to increase the value of the purchase
- Essential techniques to follow up quotes, mail outs and complaints and turn them into orders
- How to follow up existing customers, inactive customers and sales
- The techniques to overcome call reluctance
Specialist training for
- Telesales staff and telemarketers
- Sales managers and team leaders
- Sales reps
Inbound customer service and sales
For anyone who takes inbound calls from customers and needs to turn enquiries into sales.
What your team will master
- How your attitude dictates your results
- How to build rapport quickly with the customer
- Why positive language matters, and how to use it
- 5 ways to develop a captivating tonality
- How to detect your customer's true needs
- The listening skills that turn customers into raving fans
- How to present your product or service on the phone effectively
- The secrets to converting 70% of enquiries into sales
- How to handle difficult customers and complaints with ease
- Simple strategies to add on and cross sell
- How to write emails and letters so they get read
- What you must never say when putting people on hold
- Voicemail strategies that keep customers calling you
Specialist training for
- Inbound telesales staff
- Customer service representatives and call centre staff
- Sales managers and sales staff
- Receptionists
- Anyone who has inbound telephone contact with customers
Telephone etiquette
Telephone etiquette training for everyone who speaks to customers on the phone.
What your team will master
- 5 tonality techniques to captivate your customers
- Positive words and phrases to use in conversation
- How to answer the telephone to impress
- Techniques to close a conversation politely
- What to say when putting people on hold and transferring calls
- How to erase telephone tag from your day
- The most effective way to take messages
- How to leave a voicemail message that inspires action
- How to build rapport quickly with customers
- Questioning and listening skills that engage the customer
- Simple techniques to handle difficult customers and complaints
Specialist training for
- Receptionists and secretaries
- Accountants and other professionals
- Anyone who speaks to customers on the telephone
How to plan and manage an effective telemarketing campaign
"Your campaign will run like clockwork with less time and effort than you ever thought possible."
What you will master
- The secrets to hiring the best telemarketers and telesales staff
- What you must know to manage a team and yourself effectively
- Ideas to train and motivate your staff for exceptional results
- Highly efficient database management techniques
- Why you must set goals for yourself and the team
- The step by step approach to creating a profit-pulling script
- Advanced techniques for preparing targeted lists of calls
- How to create a professional follow-up system
- How to plan the power questions that uncover all your customers' needs
- What you must never say when handling objections
- How to measure your results
Face to face selling
Custom courses run Australia wide to suit your requirements. For experienced salespeople who have done the basics and want to take themselves to the next level, with the essential techniques that made Jenny a sales professional, from the "pro" herself.
Download the face to face selling course outline (PDF)
Sample course topics
- The daily habits of highly successful salespeople
- How to dress for a sales appointment
- Planning for the day
- What to do at the first sales appointment to build rapport
- The importance of the questions you ask: SPIN selling techniques
- Selling to different styles of people (DISC profiles)
- Successful presentation content
- Email etiquette
- Tips for successful networking
- Selling on non-price issues
- Reviewing the sales call
- Your plan to make it the best year ever
Presentation skills
Presentation skills are vital for a salesperson's development. Whether they present one on one or to a group, online or face to face, your people need to know how to educate, inspire and motivate the customer to buy.
The course is practical and hands on: attendees practise the speeches they create in front of their peers and receive constructive feedback. Jenny co-hosts it with speaker trainer David Cassey, so you get two trainers for the price of one. The agenda is not fixed, so you choose the topics and the number of days.
Mini workshops of 2 to 3 hours
In a busy environment it isn't always possible to take your team off the phones for a whole day. Regular 2 to 3 hour workshops, inside or outside working hours, are of immense value for sales and telesales staff, with a minimum of 2 hours.
Sample topics
- Overcoming call reluctance
- How to engage people's interest on the phone
- Handling objections effectively
- How to write a sales presentation or telemarketing script
- How to build rapport quickly with customers
- Preparing and planning an effective telemarketing campaign
- Relationship selling
- Presentation skills
- Time management in sales
I have never received so much positive feedback from staff. They all enjoyed the workshop immensely and found the exercise very worthwhile. Ray & Georgia from my department (marketing) have utilized some of the processes with great success. For our February presentations we had record attendees, with Ray achieving an all time record for a new employee. I have no hesitation in recommending your workshop within my network. Congratulations on a job well done.
How Jenny customises your training
No two teams get the same program. Before any training day, Jenny does the groundwork herself:
- She talks with you about your targets, your customers and where calls are falling over.
- She listens to calls, live or recorded, to hear how your team sounds right now.
- She assesses each person on the team, so she knows who needs what.
- She writes scripts, openings and objection answers for your customers and products.
We were recommended your telesales course by a business associate and decided to get you in to give us two days of intense training. A great decision! This was a hands on, company specific course, that showed us how to achieve quick results on the phone. We were given a collection of carefully worded scripts that were drafted specifically for our customer base and sales team's needs. Furthermore, we did some one-on-one live training that put our new found skills to the test. As we become more focussed on internal sales driving the whole team, this telesales training has become a vital ingredient in winning customers. I would strongly recommend this course to any business that wants to get ahead fast in today's competitive age.
Training that sounds like your business is training your team will actually use, on Monday's calls rather than only in the workshop notes. That is the whole point of customising it.
How long does in-house telesales training take?
Choose the format that suits your team's workload and budget. Training runs onsite at your office in any capital city and its surrounds, or live on Zoom.
| Format | Suits |
|---|---|
| 1 day | A focused reset on openings, objections and closing |
| 2 days | Building scripts together and testing them on real calls |
| 3 days | Larger programs covering several types of call in depth |
| 2 to 3 hour sessions | Busy teams that cannot leave the phones for a full day |
| Follow-up coaching, weekly or fortnightly | Making the new habits stick after the training |
Teams spread across several offices can train together through Jenny's live online telesales training, which covers the same customised content as an onsite day.
I initially thought a one day program would be more than adequate, but it was obvious later in the afternoon that everyone would have happily attended a second day.
Sales team training for B2B and B2C teams of every kind
In-house training suits any team that wins or keeps business by phone:
- Outbound sales teams making cold calls to new prospects
- Inbound sales teams handling enquiries that should turn into orders
- Appointment setters booking meetings for field sales staff or a business owner
- Account managers calling existing customers to grow, renew and win back business
- Customer service teams that are now expected to sell
Jenny has trained teams at Trend Micro, Macquarie Corporate Telecommunications, Westlab, Powerlift Nissan, LJ Hooker and Chandler Macleod, in industries from real estate and lending to pharmaceuticals, recruitment and fitness. For companies looking for corporate sales training in Australia with a phone focus, that breadth means Jenny can bring ideas that worked in one industry to the calls your team makes in another.
For many B2B businesses, a booked meeting is the whole purpose of the call. Jenny's B2B appointment setting training covers the opening, getting past reception, handling 'just send me something' and confirming the time, so your setters fill the diary for the people who close.
Inbound teams face a different challenge. The customer has already called, so the risk is answering the question and letting them go. Inbound sales training shows your team how to ask a few good questions, recommend the right option and ask for the sale while the caller is still keen.
What changes after the training?
Results depend on your team, your market and how consistently the skills are used. What the training works towards is easy to see on the floor:
- Openings that give the prospect a reason to keep listening
- One shared call structure, so managers can coach to a single standard
- Objections answered calmly instead of ending the call
- A clear request for the appointment or the order on every call
- People who pick up the phone with confidence instead of dread
For you as a manager, the payoff is peace of mind: a team you no longer have to chase to make calls, and a pipeline you can plan around. Here is how one client described the change:
I first contracted Jenny Cartwright to train our sales team in telephone sales skills in August 2012. In the last 3 months we have tripled the number of appointments we have made. The course was of particular value to us for acquiring a structure for our call scripts, the process for handling objections and discovering a powerful way to introduce ourselves on the phone.
More stories from managers and business owners are on the client testimonials page.
How much does in-house telesales training cost?
In-house training with Jenny is typically A$3,000 to A$8,000, depending on numbers. Shorter sessions and follow-up coaching are quoted once Jenny understands what you need.
Because the price covers the whole group, your team learns one method on the same day, with examples built for your business. That shared language makes coaching and call reviews far easier afterwards.
Need scripts without a full program? Jenny's telesales script writing service can write them for you.
How an in-house program runs
Free 15 minute chat
Tell Jenny about your team, your targets and where calls are getting stuck. She will suggest a format and give you an idea of cost.
Assessment
Jenny talks with you in more detail, listens to calls and assesses the team, so she knows each person's strengths and gaps.
Scripts and materials
She writes openings, questions and objection answers for your customers and products.
Training
Onsite at your office or live on Zoom. Your team learns the method, practises it in role play and, where it suits, tries it on real calls.
Follow-up coaching
Weekly or fortnightly sessions help the new habits stick and fix anything that is not working yet.
Feedback for the manager
Jenny can give you an overview of each team member's progress, so you know who needs extra support.
Book a free 15 minute chat with Jenny to plan training for your team.
Plan your team's trainingSales team training in your city
Jenny is based in Lane Cove, Sydney, and travels to every capital city and its surrounds. See what onsite training looks like where you are:
- Sales training in Sydney
- Sales training in Melbourne
- Sales training in Brisbane
- Sales training in Perth
- Sales training in Adelaide
- Sales training in Canberra
- Sales training in Hobart
- Sales training in Darwin
Looking for help for one person rather than a whole team? See one-to-one sales coaching.