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Sales Skills Essentials

Course Description

This course is designed to help contact center agents develop sales skills, and understand the role they can play in generating revenue for the organization.


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Course Outline

Module 1: Developing a Selling Attitude

  • Understanding customer relationships
  • Belief in product, prices, and sales program
  • Effective delivery
  • How sales tactics have changed over time
  • The characteristics of successful salespersons
  • The role of sincerity in building trust
  • The 4 keys for maintaining a positive sales attitude.

Module 2: Building Product Knowledge for Sales

  • The importance of product knowledge
  • Building and maintaining product knowledge
  • Communicating product information effectively
  • The role that emotion plays during the buying process
  • The difference between features and benefits
  • Communicating value and connecting wants and needs to products

Module 3: Presenting for Sales

  • The importance of an effective delivery
  • Guidelines for effective and professional sales presentations
  • Asking effective questions
  • Handling curveballs and stagnant conversations

Module 4: Understanding People and Buying

  • The 7 reasons that people buy
  • The psychology behind buyer behavior

Module 5: Selling, Step-by-Step

  • The six steps of the sales model:
  • Build Rapport
  • Qualify
  • Offer a Solution
  • Overcome Objections
  • Offer Other Solutions
  • Close Positively

What You Will Learn
  • Techniques for avoiding escalations
  • Understanding and managing stress
  • Controlling the call
  • Choosing your words
  • Managing difficult customers



2.5 hours


# of Students Price Per Student
1-4 $199
5-15 $169.15
16-29 $139.30
30-59 $119.40
60+ Custom Pricing


To purchase a course for 5+ students, please complete the form below:

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For purchases of 5+ students, please complete the bulk order form.

For purchases of 1-5 students: