Call Centre
Inbound Tele-Sales Skills
Convert Your Calls into Relationships and Sales
About the Programme
Call Centres are here to stay, but only the ones with world-class agents and strategic communication will thrive. Inbound calls represent a powerful sales opportunity—if handled with the right mindset and skill set.
This course goes beyond the typical sales script. It equips agents to build trust, ask meaningful questions, and position themselves as trusted advisors—not pushy sellers. Participants will learn how to sell with integrity, handle objections gracefully, and create customer experiences that build loyalty and drive revenue
Who Should Attend
• Inbound call centre agents
• Customer service representatives with cross-selling responsibilities
• Inside sales teams who handle incoming queries
• New hires or junior agents needing foundational training
• Experienced agents needing fresh tools to drive results
Programme Overview
This one-day workshop focuses on building communication confidence, sales skills, and emotional intelligence in high-pressure inbound environments. Key topics include:
• Effective Voice Techniques: Tone, pace, warmth, and confidence
• The Sales Interview: Understanding customer needs through relevant questions
• High-Impact Opening Statements that capture attention and build rapport
• Controlling the Call with Questions that lead to qualified conversations
• Benefits vs Features: Helping customers see value, not just price
• Emotional Triggers in Sales: Connecting with what truly matters to the caller
• Handling Objections: Techniques for staying composed and in control
• Test Closing and Power Closes: When and how to seal the deal confidently
• What Makes People Buy? Psychology and persuasion without pressure
• Overcoming Fear and Rejection: Tools to stay motivated and resilient
• Motivating Through the Slump: Maintaining energy during quiet or difficult days
What You Will Get
• Over 8 hours of high-impact, interactive training
• Practical scripts, question structures, and objection handling models
• A comprehensive workbook for ongoing use
• Personalised certificate of completion
• Tools to increase confidence, sales conversions, and professionalism
• A renewed mindset to treat every customer like GOLD
How We Train
• Experiential and simulation-based learning
• Roleplays and real-life scenarios based on actual inbound situations
• Coaching-style facilitation with actionable feedback
• Learner-first methodology: agents engage, reflect, and refine through practice
• Safe space for agents to build confidence and try new techniques
We replicate the pressure of real calls so that agents are ready for the real world.
Duration
• 1 Full Day (High-Impact Workshop)
• Optional refresher sessions or 1-on-1 coaching post training
Your inbound call centre is the heartbeat of customer interaction. Equip your agents to listen, connect, and convert without sounding like salespeople.
When customers feel heard and helped, the sale follows naturally.
🔎 Don’t Just Take Our Word For It
Testimonials
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❝Thank you so much, they have all come back so motivated, and full of ideas and the course went well beyond just answering the phone professionally. Looks like it was the best money I have spent in a while. I would certainly recommend the course to other companies.❞
Miranda Isaakidis Indulgence Spa ProductsMore... -
❝We just want to take the opportunity to thank you for the training that you have given us yesterday. It was a privilege to get to know the Peer Training Group and it is an honour to learn so many skills and techniques from you.❞
Sonja van Eeden Hilton HotelMore... -
❝The amazing hands-on approach, a smiling friendly, and very patient method of teaching that you are practicing shows. The warmth and efficiency as well as the hospitality shown by your staff deserves a special mention too as it would be an injustice not to do so.❞
Audrey Disang PA to CEO, Capital BankMore... -
❝Great information. A lot of knowledge to implement. Go out there and shine. Very challenging for any role. I would recommend Peer Training Group to everyone I know.❞
Phindy & Victoria Kyalami EstatesMore... -
❝The course was amazing, the best training I’ve had in my life.❞
Penny Peter Department of Economic Development and TourismRead more -
❝Sales teams and managers from across the country attended sales training provided by The Peer Group. The training was focused on the necessity of drive and attitude (you in the sale) and sales skills (the sale in you) to be successful salespeople. Everyone enjoyed the training and commented on how beneficial it was. Now the challenge is to retain and measure the results, which we’ll do using the Peer Training System.❞
Gari Dombo Managing Director, Alexander ForbesMore... -
❝A huge thank you to the Peer Training Group for bringing a new aspect of professionalism and confidence to our frontline staff. Our staff gained massively from understanding and learning how to approach customers and now have the confidence to apply the tools they were taught during the training day. We will no doubt see and reap the benefits thanks to our new skills on how to give all our customers the most memorable experience.❞
Ines Kruger NetcareMore... -
❝We have implemented various methodologies to empower our staff at all levels and found the results disappointing and short-lived. We have been using the democratic approach of Peer 2 Peer Sales Training for the last 18 months and to date the results have exceeded our expectations. We are on the path to developing a true Learning Culture within our companies.❞
Pierre Jordaan Unit Manager, Liberty LifeMore... -
❝A huge thank you to The Peer Group for bringing a new aspect of professionalism and confidence to our sales executives. The Peer Training methodology will be used for the next 18 months to consolidate the training. All new staff will be inducted using Peer Training as the catalyst.❞
Katherine Lockheart National Buyer, Big BlueMore... -
❝This course was very good for everyone, not just the receptionist. From what I learned today, if my office would have this training, this would make life easy for everyone.❞
Nomuhle Wayne PlasticsMore... -
❝The greatest benefit of Peer Training is we will use it as a springboard to alter the way KVM is managed. We have been too compliant, and our customers have suffered. There is a new wind that will deliver to our customers exactly what they pay for. Thank you for your delivery here, Clive and Peer Training Group.
❞David Percival Managing Director, KVMMore... -
❝I enjoyed the course, very relevant information was covered that was beneficial to me. Relates not only to my work environment but in all areas of Life.❞
Nonthando HBZ BankMore...

























