Telephone Selling - Advanced

2 Day Course
Code PPD055

Book Now - 1 Delivery Method Available:

Classroom Virtual Classroom Private Group - Virtual Self-Paced Online


This module's outcomes are two-fold.  Firstly, it will enable you to identify your current strengths as a telesales person.  Secondly, it will enable you to use advanced communication tools to obtain a better outcome with your customers including relationship management.


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Creating Rapport (5 topics)

  • This module focuses on developing a win/win relationship with the customer by pacing, matching and leading their behaviour:
  • Pacing, matching and leading voice and body language
  • Pacing, matching and leading beliefs and values
  • Pacing, matching and leading speech patterns (predicates)
  • Pacing, matching and leading sensory language

What Customers Buy (4 topics)

  • This module addresses the areas of customer needs and focuses on real buying decisions:
  • Looks at the different types of customer needs and the effect on the customer's buying decision
  • Establishes the two types of customer needs: Organisational and human
  • Identifies selling strategies to satisfy the human needs

10 Unconscious Laws of Persuasion (11 topics)

  • This module identifies the unconscious laws of persuasion - the rules that customers will follow within the sales process. The 10 laws are:
  • Law of reciprocity
  • Law of time
  • Law of contrast
  • Law of friends
  • Law of expectancy
  • Law of association
  • Law of consistency
  • Law of scarcity
  • Law of conformity
  • Law of power

Gap Analysis and Chunking (3 topics)

  • This module is about identifying and using powerful questioning models to determine stated and latent needs:
  • Understanding the 'logical level' model including 'chunking'
  • Gap analysis - identifying problem gaps or growth gaps

Sensory Strategies (3 topics)

  • This module considers the language and thinking patterns used when communicating. It develops the skill of identifying the customer's primary style and using that style to influence:
  • The 'meta model' of communication:Deletion, generalisation, distortion
  • The v.h.f. Thinking and language patterns: Visual, hearing, feeling

Meta Programs (7 topics)

  • This module identifies the 6 unconscious strategies that customers use to motivate themselves when making purchasing decisions. The 6 customer motivation strategies:
  • Level
  • Direction
  • Source
  • Reason
  • Decision factors
  • Convincer channel and mode

Hypnotic Language Patterns (3 topics)

  • This module addresses specific words and phrases the can have a major impact when persuading and influencing your customers:
  • The use of 'tag questions' to obtain 'yes's' from the customerEmbedded commands
  • Structuring questions and statements in a way that sends positive 'commands' to the customer's unconscious decision making filters


Delegates should have attended Telephone Selling or have similar skills experience.

Additional Learning

The courses below may help you meet the knowledge level required to take this course.

  • Telephone Selling

    A 1-day Training Course on Telephone Selling; Training C ourse gives essential skills needed to become a successful tele-salesperson in today's environment

    1 Day Course Course Code PPD049
    Classroom Virtual Classroom Private Group - Virtual Self-Paced Online

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