Anatomy of a Sales Call

Whether it is purely outbound sales, an upsell opportunity during the order-taking process, or a potential sale at the end of a service call, sales calls all consist of four main components.

  • Agent
  • 55 min

What Learners will learn

  • Identify various types of sales opportunities and their characteristics
  • Recognize strategies to develop trust, confidence, and rapport in the engagement stage
  • Identify how to apply questioning techniques and listening skills during the discovery process
  • Recognize how to present a customer-centered solution
  • Identify how to generate a commitment from the customer and close the sale successfully

Who should take this?

  • Individuals interested in improving their phone selling skills
  • Newly hired telephone agents (as part of onboarding)
  • Agents that struggle with selling on the phone
  • Supervisors or coaches that manage sales agents

Course Outline

  • The Different Stages of a Sales Interaction
  • Opening the Call
  • The Engagement Stage
  • The Discovery Stage
  • The Presentation Stage
  • The Closing Stage
  • Final Exam


Self-paced e-learning containing an engaging mix of video, narratives, scenarios, and self-assessments.

The Anatomy of a Sales Call course is designed by call center experts to provide a practical and engaging learning experience. Start today.