Call Centre
Outbound Tele-Sales Skills
Master the First 30 Seconds to Close More Deals
About the Programme
Many outbound agents fail before the conversation even begins. Why? Because they mishandle the first 30 seconds—asking the wrong questions, fumbling their opening, or sounding robotic and unsure.
This course is designed to address exactly that. We teach your team how to open with confidence, engage authentically, qualify leads effectively, handle objections professionally, and close the sale—without resorting to pressure or price drops.
Through proven techniques and practice-based learning, we’ll help your agents build the confidence, clarity, and structure they need to thrive on every call.
Who Should Attend
• Tele-sales agents in outbound call centres
• Inside sales reps making cold or warm calls
• Lead generators and appointment setters
• New hires and junior agents needing structure
• Experienced agents needing a performance boost
Programme Overview
This one-day workshop equips agents with a full set of skills tailored for high-performance outbound sales.
Key areas include:
• Research & Call Planning: How to prepare before dialling
• Crafting Effective Tele-scripts: Words that work
• Impactful Opening Statements: What to say in the first 10 seconds
• Finding the Key Decision Maker (KDM): How to get through the gatekeeper
• Voice Techniques: Tone, pace, energy and authority
• Using Questions for Control and Qualification
• Selling Benefits (Not Just Features): What’s in it for the customer
• Understanding Buying Triggers and Emotions
• The Objection Handling System
• Test Closing and Power Closing Techniques
• Handling Fear, Rejection, and Motivation Slumps
• How to Motivate Your Way Out of a Sales Slump
What You Will Get
• A full day of hands-on, high-energy training
• A comprehensive workbook with scripts and techniques
• A tested call structure and objection handling model
• Personalised feedback and practice
• Confidence to start stronger and close smarter
• A certificate of completion for your CV or HR records
How We Train
• Real-call simulations and roleplays
• Trainer-led and peer-driven discussions
• Live call structure breakdowns and feedback
• Active, engaging, and focused on real-life sales pressure
• Customised examples relevant to your industry or campaign
We create a safe environment for agents to practice, improve, and own their call flow.
Duration
• 1 Full Day (High-Impact Workshop)
• Optional: Post-training coaching or refresher booster
Give your team the tools to open calls with confidence, qualify effectively, and close without sounding pushy.
You can’t control every customer, but you can control what your agents say and how they say it.
🔎 Don’t Just Take Our Word For It
Testimonials
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❝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 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... -
❝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... -
❝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... -
❝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... -
❝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... -
❝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... -
❝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... -
❝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... -
❝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... -
❝The course was amazing, the best training I’ve had in my life.❞
Penny Peter Department of Economic Development and TourismRead more -
❝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...

























