Phone sales techniques

Duration:1 daysProvider:Venue:AEB office, Moscow, Krasnoproletarskaya ul. 16 bld. 3, entrance 8 (4th floor), nearest metro station - NovoslobodskayaLanguage:RussianCoach:

Terms and Conditions

– The deadline for registration & payment is usually 5 days before the starting date of the course;
– Those who do not register and pay by the deadline will not be allowed to participate in the training;
– All payments are to be made by bank transfer;
– Once registration is closed, the fee is non-refundable.

Training objectives

The main objective of the training is to develop skills in telephone sales, which will result in increase in overall sales figures.

Training program:

Module 1. 

  • Telephone communication: what are the benefits and the drawbacks?
  • Features of a Telephone communication. Structure of a business conversation by telephone
  • Toolbox for Telephone Negotiations. Types of phone calls 
  • Style as a success factor of a Telephone Negotiation

Module 2.

  • Common errors in Telephone Negotiations
  • Expressions to avoid in a business conversation by telephone
  • How to improve your on-the-phone style 

Module 3. 

  • Commandments of a Telephone communication
  • Professional skills for a Telephone Negotiation

 Module 4.

  • Preparation for a Telephone communication
  • Types of clients. Managing difficult and dissatisfied customer types

Module 5.

  • Objection handling 
  • Breaking the “secretary barrier” 
  • Means to preserve psychological rapport with the decision maker; “handshake” expressions
  • Conversation management: narrative questions, active hearing, summary of the conversation

Modules 6.

  • Practical skill development exercises, including a  customer conflict situation
  • Recording telephone conversations with a follow-up discussion
  • Role Play  - conflict-free behavior skills and conflict management


Training will be carried out in an interactive way and supposes case-studies and practical exercises and role-plays.


All participants will receive a certificate of attendance.

In case of questions or concerns, please, contact:

Alla Hovhannissyan, AEB Training Programs Manager:

Tel: +7 (495) 234 27 64 (ext. 114)