American Management Association Seminars

Successful Telephone Selling Techniques
Seminar No: 02212-XNBB
CEU Credits: 1.2
Length: 2 days

Boost your sales success and lower the cost of making the sale by using every salesperson’s most valued tool—the telephone.

As the cost of selling continues to rise—and fewer sales calls are conducted in person—it’s never been more essential for sales professionals to hone their telephone selling skills. In just two days, you’ll gain the strategies, techniques and take-away tools you need to move every customer toward a buying decision. Since selling on the phone means you lack the visual cues of an in-person sales call, this seminar teaches proven methods for moving a sale forward without standard visual cues. You’ll engage in role-plays and apply a structured approach with words and phrases that sound natural and involve your customer.

How You Will Benefit

  • Increase your success at new business development
  • Identify best practices for making formal presentations over the phone and web
  • Increase your awareness of and improve your telephone “body language.”
  • Maximize results by anticipating obstacles that could impede the progress of a sale
  • Apply approaches and strategies that demonstrate the benefits to your customer
What You Will Cover

Using the Phone as a Powerful Sales Tool

  • How face-to-face and telephone selling are different
  • Transitioning from face-to-face to phone sales and vice versa
  • What the research shows: advantages, cost reductions and metrics
  • Applying a consultative selling approach
Planning and Time Management
  • Macro-planning: What does your day look like?
  • Maximizing your phone time
  • Navigating to reach the decision maker
  • Gatekeepers—humans, voice mail, cell phones and e-mail
  • Tactics to get gatekeepers to work for you
Knowing Your Offering and Tying It to Customers Needs
  • Identifying an organization’s business drivers
  • Knowing your product/service
  • Avoiding feature/benefit overload
A Framework for Successful Calls
  • Opening the call
  • Developing verbal rapport and positioning
  • Qualifying and discovering customer needs
  • Presenting options
  • Handling objections
  • Gaining customer commitment
  • Closing: How closing over the phone is different
Delivering Persuasive Presentations
  • Determining what to present
  • Delivering an engaging phone-based presentation, with or without technology support
Engaging the Customer
  • Increasing and improving telephone communication
  • Understanding what verbal body language is and how to use it
  • Word selection
  • Voice tone, inflection, pronunciation
  • Physical presence
  • Listening/questioning
  • Keeping the conversation going
  • Making progress via e-mail
Staying Upbeat
  • Maintaining a positive attitude
  • Increasing endurance and resilience
  • Keeping a brisk pace
  • Managing stress
Who Should Attend

This seminar is designed for account managers, inside sales representatives, team leaders and sales professionals who rely on the telephone as a key tool for reaching customers and would like to increase their phone selling skills.

Extras from AMA

Each attendee will receive a free copy of the AMACOM book Selling to Anyone Over the Phone, by Renee P. Walkup and Sandra McKee.

Start and End times: first day - 8:30am-5pm, all other days 9am-5pm unless otherwise specified. Your registration confirmation notice will confirm the hotel/conference center for the seminar for which you registered. The information included on this page is all the information available on this seminar. Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

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** Online Registration & Fee Information ** Please use form below to register only. To request information that is not included above please send an email to . Remember to specify the complete seminar number about which you are requesting information.

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AMA's main conference centers
Seminars scheduled for the cities below are held at the locations listed below. For location information for other cities in which AMA seminars are held please call or email for information.

New York
AMA executive Conference Center
1601 Broadway New York, NY 10019
American Management Association (Located in the same building as the Crowne Plaza Hotel) 1601 Broadway On Broadway and 48th Street near Times Square. Entrance is on 48th Street.

AMA executive Conference Center (adjacent to the Marroitt O'Hare)
8655 west higgins rd
Chicago, IL 60631

San Francisco
AMA executive Conference Center is located in San Francisco Marriott Hotel
55 Fourth Street 2nd Level
San Francisco, CA 94103

AMA Executive Conference Center
Address: 1170 Peachtree Street Ne Cnr Peachtree & 14th (3rd Flr)
City, State, Zip: Atlanta, GA 30309

Washington, DC
Arlington, Virginia
2345 Crystal Drive, Suite 200
Arlington, VA 22202

If you are not paying via credit card, you will receive an invoice with payment instructions.

Cancellation Policy:
If you cannot attend a seminar you can contact AMA in advance to transfer to a future session, or you can send someone to take your place. If you need to cancel your attendance, AMA will give you a complete refund if you cancel more than three weeks before your seminar begins. To cancel, simply email us at . If you cancel with less than three weeks’ advance notice, you will be liable for the entire seminar fee. Once your payment has been received, you may request a courtesy transfer to use at any future AMA seminar of equal or lesser length. The courtesy transfer must be used within one year of the date of your originally scheduled seminar. In fairness to all attendees, if you do not attend a seminar session for which you are confirmed and do not contact AMA to cancel in advance, you will be charged the entire seminar fee.

AMA grants courtesy transfers to people who cannot attend their scheduled sessions. You can use a courtesy transfer for any seminar of equal or lesser length than the original seminar. You must use your courtesy transfer within one year of the date of your originally scheduled seminar.

AMA guarantees the quality of our seminars. If, for any reason, you are not satisfied with a seminar for which you have paid, AMA will give you credit toward another seminar of comparable price or will refund your fee.

You can also register by emailing your registration information to us at or calling us at 919-480-2550.

For additional information and schedules call 919-847-0331.

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