Pick Up the Phone! Client Service & Sales Opportunities for Professionals in the Digital Age

Pick Up the Phone! Client Service & Sales Opportunities for Professionals in the Digital Age


15 Apr 2025

2:00 PM ‐ 5:00 PM

With a SmartPlan £108

Standard price £120

All prices exclude VAT
Introduction: Requires no prior subject knowledge
3 hours
Group bookings
email us to discuss discounts for 5+ delegates


Emails, texts, instant messaging, social media…...

The list of digital communication methods grows each day. They offer speed and convenience. But it is hard to form a strong business relationship without real-time interaction.

The telephone remains a powerful tool to accelerate the creation of productive relationships and the delivery of great client service. Yet many - especially those in younger generations - avoid telephone calls or miss important opportunities during phone conversations.

This virtual classroom session provides the tools, techniques and confidence to turn the telephone into a valuable business and selling tool.

What You Will Learn

This live and interactive session will cover the following:

Creating Rapport and Trust

  • Developing relationships on the telephone
  • Ideal structure of a call
  • Telephone selling myths and basic selling skills
  • Telephone call etiquette

Managing Inbound Calls

  • Enquiry handling processes
    • Who should take the calls?
    • Information systems and CRMs
    • Measuring conversion rates
  • Empathy - adopting the caller’s perspective
  • Tune into the caller - adaptability and showing interest
  • It’s not always about price
  • Deliver a great experience and service
  • Follow up

Plan Outbound Calls

  • Targeting and research
  • Avoid cold calling - use an integrated campaign
  • Telephone calls as part of the service
  • Prepare to call
    • Aims
    • Key messages
    • Questions
  • Make the call
    • Introductions, empathy and rapport
    • Questions, active listening and silence
    • Add value at every interaction
    • Persuade and generate commitment
  • Follow up the call

Summary and action planning

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.