Successful Sales

  • Teaches agents the necessary skillset to sell on the phone
  • Covers call structure and proven sales techniques
  • Build rapport with customers while selling
  • Excellent for both onboarding and ongoing training
  • Created by a team of industry veterans and e-learning professionals

This course teaches telephone agents how to sell on the phone while building rapport with customers. Agents will learn how to identify up-sell and cross-sell opportunities, how to overcome fears, how to structure the call, how to present a convincing offer, and how to close the deal. The course is self-paced, contains interactive scenarios to engage learners, and can be applied in both inbound and outbound environments.

The course Successful Sales is also included in the bundle Full-Stack Agent Training.

Who should take this?

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


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

A certificate is provided if the mastery exam is passed successfully.

Time to complete

  • 6 months from starting the first module
  • Course contains 2 h 45 min of content
  • The course will remain available for the entire 6 months, even after completion

The following units are included

1. Selling Through Service

Enable Agents to Increase Revenues with Customer-Focused Selling Techniques

Selling Through Service

Turn any sales-reluctant customer service agent into your top sales performer with this interactive e-learning course! Help frontline staff get prepared for their role in customer-focused selling by emphasizing the customer and overcoming selling apprehension to maximize selling success.

Selling isn’t just for sales reps anymore. As more call centers move toward up-selling and cross-selling, yesterday’s customer service agent needs to be today’s well-rounded sales and service agent with the knowledge and skillset to develop and close sales, all while ensuring a high-quality experience for each customer.

This unit will cover how to make the most of inbound sales opportunities, both in pure sales and service/sales environments. Agents will gain new perspectives on how up-selling can benefit the customer and develop a mindset that will maximize the customer relationship as well as the company’s bottom line.

Agents will learn to:

  • Identify sales opportunities in the everyday service environment.
  • Identify up-sell opportunities at the end of a regular sales transaction.
  • Overcome fear and reluctance to making an additional offer.
  • Position every sale from the customer’s perspective.
  • Select the right words to support a “relationship selling” interaction.
  • 8 modules
  • 79 min

Included modules and learning aims:

  1. Overview 09 min

    • Describe the philosophy of selling through the provision of service
    • Identify various types of selling scenarios over the telephone
    • Outline the content of the course that follows
  2. The Telephone Sales Opportunity 11 min

    • Identify the various types of telephone sales scenarios
    • Describe the similarities and differences in different sales scenarios
    • Identify the benefits of customer focused selling to you and your company
  3. Creating a Sales Mindset 12 min

    • Identify the three mindset ingredients, necessary for successful selling
    • Outline the four beliefs you must have in a sales mindset
    • Identify common fears and reluctance factors and how to overcome them
  4. Building Sales Skills 10 min

    • Identify the required skills necessary for successful selling
    • Describe the process of developing sales fluency
    • Outline the stages of a sales competence model
  5. Customer Focused Selling 07 min

    • Describe the philosophy of customer-focused selling
    • Compare customer-focused to product-focused selling
    • Outline components of the sales conversation
  6. Assembling a Sample Kit 12 min

    • Describe the process of up-selling and cross-selling
    • Define the types of product offers
    • Compare universal to targeted customer offers
  7. The Telephone Sales Process 10 min

    • Identify the steps in the telephone sales process
    • Identify the extra component when doing outbound selling
    • Describe key concepts of each of the five steps
  8. Review and Assessment 08 min

    We’ll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 12 of 15 questions correctly.

2. Anatomy of a Sales Call

The Four Steps to Sell Successfully

Anatomy of a Sales Call

This interactive e-learning course will help agents navigate through sales opportunities with ease by outlining the four basic stages of a sales call. Agents will learn how to engage the customer, discover basic customer needs, present solutions that benefit the customer, and gain commitment for next steps.

Whether your calls are purely outbound sales, up-sell opportunities within the order-taking process, or the potential for a sale at the end of a service call, there are always four general components to a successful sales call. In this unit, we’ll explore the four essential components of a sales call and what to say and do at each stage to best support the customer and make the sale. Agents will learn how to engage the customer in the first few moments of the call and progress through a successful discovery process. Once customer needs have been identified, participants will learn how to present a solution that is all about the customer and reach a commitment that is a win-win scenario for both your customer and your business.

Agents will learn:

  • To identify the various types of sales opportunities and their characteristics.
  • Strategies to develop trust, confidence, and rapport in the engagement stage.
  • Questioning techniques and listening skills for the discovery process.
  • Present the solution in a positive way from the customer’s perspective.
  • To generate commitment from the customer and close the sale successfully.
  • 7 modules
  • 77 min

Included modules and learning aims:

  1. Overview 07 min

    • Describe the make-up of a typical sales call
    • Identify the key elements of each stage of the sales process
  2. Gaining Entry 08 min

    • Describe the challenges of outbound calling
    • Outline the four components of an effective call opening
    • Identify obstacles and solutions for gaining entry into the call
  3. The Engagement Stage 18 min

    • Outline the three objectives of the engagement stage
    • Describe techniques for building trust, credibility, and rapport
    • Identify various personality types and how to engage effectively with each
  4. The Discovery Stage 14 min

    • Outline key components of active listening in the discovery process
    • Identify several questioning techniques that can be used in discovery
    • Describe the concept of statement/question pairs for discovery
  5. The Presentation Stage 14 min

    • Identify ways to deliver a value proposition to the customer
    • Describe how to translate features into customer benefits
    • Describe the approach for anticipating and resolving objections
  6. Closing the Sale 06 min

    • Identify the objectives of the final closing step of a call
    • Recognize buying signals from the customer
    • Describe ways to gain commitment for next steps
  7. Review and Assessment 10 min

    In this module, we'll test your knowledge of the key learning points from the course. To score a passing percentage of 80%, you must answer 16 of 20 questions correctly.

Mastery Certification: Successful Sales

After finishing all the content of the course, participants are eligible to take the mastery certification exam. A designation of Mastery Certification from The Call Center School validates and recognizes the learning achievements gained through the course.

Participants who successfully pass the mastery certification can download their certificate and share it directly via social media.

10 questions 10 min

Mastery Certification: Successful Sales

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Pricing options for Successful Sales

We offer bulk discounts for orders containing 5 or more seats for a course or bundle. Check our pricing options for Successful Sales below. If you apply for bulk pricing, please contact us to place your order.

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