The Art of the Call: Advanced Telesales & Engagement Skills

The Art of the Call: Advanced Telesales & Engagement Skills

Location

MST 1015

Duration

Online / In-class

5 Days

Contact with our Team

Sector:

Sales & Business Development

Technical Focus Area:

Strategic Key Account Management & Client Growth

About the Course

Selling over the telephone is a specialist activity that requires a distinct set of techniques and a strong understanding of customer psychology. This course focuses on the real-world skills needed to succeed in telesales, from crafting powerful openings and sounding natural on calls, to structuring conversations that feel like genuine dialogue instead of scripted monologues. Participants will learn how to create a positive first impact, use their voice effectively, and adapt their language to different customer profiles and situations.

The program also covers the full telesales journey: opening the call, engaging interest, exploring customer needs, presenting tailored solutions, handling objections, and closing confidently. Through role-plays, call simulations, and feedback from the trainer and peers, participants will practice turning script-based interactions into dynamic, value-focused conversations. They will gain the confidence to handle resistance, manage challenging calls, and keep control of the conversation while still making the customer feel respected and heard.

By the end of the course, participants will have a simple, repeatable framework for structuring telesales calls, along with practical tools for improving their verbal communication, listening skills, and problem-solving abilities. Whether they are new to telesales or experienced staff needing a refresher, attendees will leave with clear techniques they can use immediately to boost conversions and build stronger customer relationships over the phone.

Learning Milestones

By the end of this course, participants will be able to:
- Understand the key skills and approaches required to sell effectively over the telephone.
- Apply a clear, effective outbound telephone sales calling model.
- Structure a sales call using a simple, easy-to-follow framework from opening to close.
- Engage potential customers in natural conversation rather than relying on rigid scripts.
- Use effective questioning techniques to uncover customer needs and motivations.
- Present products or services so they sound relevant and compelling to each customer.
- Use proven closing techniques to confidently gain commitment and get to “YES”.
- Deal with resistance, objections, and knockbacks and turn them into conversions.
- Build effortless rapport and trust with prospects in a short time frame.

Professional Audience

- Telesales and telemarketing staff involved in inbound or outbound calls
- Incoming call handlers and outbound sales staff in call centers or inside sales roles
- Business development managers and inside sales professionals who sell by phone
- New or early-career salespeople starting their telesales journey
- Experienced salespeople who need a practical refresher and a return to core selling basics

Modular Syllabus

Opening the Call and Engaging the Customer

- Understanding why the first 30 seconds of a call matter so much in telesales
- Introducing yourself and your business clearly and confidently
- Establishing immediate rapport and putting customers at ease
- Making the call feel like a conversation, not a “hard sell”
- Using call purpose statements that spark interest rather than resistance
- Recognizing and adapting to different customer responses and energy levels
- Avoiding common “turn-off” phrases and weak openings
- Activity/workshop: Practice and feedback on opening lines and rapport-building intros

Sounding Human: Voice, Tone, and Natural Conversation

- Using voice, tone, and pace to generate curiosity and engagement
- Sounding more human and less like a script-reading robot
- Making telesales conversations feel different from direct, face-to-face selling
- Adapting vocal style to match customer preferences and personality
- Managing nerves and using breathing techniques to sound calm and confident
- Keeping conversations flowing with bridging phrases and natural transitions
- Avoiding monotone delivery and over-rehearsed sounding scripts
- Exercise: Call simulations focused on voice, tone, and conversational style

Using the Right Language and Positive Phrasing

- What to say (and what not to say) when speaking to customers by phone
- Using positive, benefit-focused language that generates interest
- Avoiding jargon, negative phrases, and “trigger” words that cause resistance
- Making the customer feel valued and respected throughout the call
- Framing offers and solutions in terms of customer needs and outcomes
- Handling difficult questions or doubts without sounding defensive
- Building trust through clear, honest, and confident language
- Case study: Reviewing and rewriting sample scripts to use more effective telesales language

Establishing Customer Needs and Linking to Solutions

- Using rapport-building questions to learn more about the customer and their situation
- Applying effective questioning techniques to uncover explicit and hidden needs
- Listening actively and picking up on verbal cues and buying signals
- Identifying clear links between what the customer says and your products/services
- Structuring a simple needs-discovery sequence for telesales calls
- Avoiding “interrogation mode” while still gaining the information you need
- Summarizing needs to confirm understanding and build agreement
- Group activity: Role-play needs-discovery conversations with feedback on questioning and listening

Presenting, Handling Resistance, and Closing the Sale

- Matching gathered information to the most suitable products and services
- Presenting benefits in a way that feels tailor-made for the customer
- Handling resistance, objections, and “knockbacks” without becoming pushy
- Techniques for turning doubts and objections into opportunities
- Using simple, effective closing techniques to gain commitment
- Maintaining professionalism and positivity even when the customer says “no”
- Planning follow-up actions and next steps to keep opportunities alive
- Capstone: Complete call simulations from opening to close, with coaching and individual improvement plans

Course Dates & Prices

Location	Starting Date	Price
Dubai (UAE)	29/12/2025	2999 $
Online	05/01/2026	2299 $
Online	05/01/2026	2299 $
Dubai (UAE)	12/01/2026	2749 $
Dubai (UAE)	12/01/2026	2999$
Cairo (Egypt)	19/01/2026	2749 $
Online	19/01/2026	2299 $
Online	26/01/2026	2299 $
Muscat (Oman)	29/01/2026	2999 $
Dubai (UAE)	02/02/2026	2999 $
Muscat (Oman)	16/02/2026	2999 $
Online	16/02/2026	2299 $
Online	23/02/2026	2299 $
Dubai (UAE)	23/02/2026	2999 $
Online	02/03/2026	2299 $
Online	09/03/2026	2299 $
London (UK)	09/03/2026	3499 $
Dubai (UAE)	09/03/2026	2999$
Online	16/03/2026	2299 $
Istanbul (Turkey)	16/03/2026	2999 $
Dubai (UAE)	16/03/2026	2999 $
Online	23/03/2026	2299 $
Kuala Lumpur (Malaysia)	23/03/2026	4099$
Doha (Qatar)	23/03/2026	2999 $
Kuala Lumpur (Malaysia)	30/03/2026	4199$
Online	30/03/2026	2299 $
Dubai (UAE)	06/04/2026	2999$
Istanbul	06/04/2026	2749 $
Online	06/04/2026	2299 $
Dubai (UAE)	13/04/2026	2999$
Cairo (Egypt)	13/04/2026	2749 $
Online	20/04/2026	2299 $
Dubai (UAE)	27/04/2026	2999$
Online	27/04/2026	2299 $
London (UK)	27/04/2026	3499 $
Istanbul (Turkey)	04/05/2026	2749 $
Dubai (UAE)	04/05/2026	2999$
Kuala Lumpur (Malaysia)	11/05/2026	4099$
Online	11/05/2026	2299 $
Doha (Qatar)	11/05/2026	2999 $

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