We offer phone based sales training seminars in a private in-house format at the location of the customers choice. Public courses are also regularly scheduled as well across the United States and are available in New York cities like New York City, Long Island, Albany, Rochester, Buffalo, and Syracuse.

Browse the list of our training seminars on the right. Contact us for additional information.

Telephone Sales Skills for Difficult Customers (Half-Day Seminar)

Every sales rep wishes that all customers were easy to deal with and reasonable in all telephone interactions. Unfortunately, as many sales reps are quick to find out, the path to strong sales numbers is littered with difficult customers, unreasonable expectations and short tempers. Dealing with difficult customers is one of the realities of telesales, particularly when some customers simply do not like to handle sales calls via the telephone. Understanding how to deal with difficult customers, defuse conflict and turn unpredictable situations into positive selling opportunities is one of the most important skills a Telemarketing rep can learn. Our half-day Telephone Sales Skills for Difficult Customers training workshop provides new and seasoned Telemarketing and telemarketing reps with the skills to overcome difficult customer situations and uncover selling opportunities within their territory.

Designed as a fast-paced yet interactive half-day session, the Telephone Sales Skills for Difficult Customers program focuses on the practice and use of time-tested methodologies and Telemarketing skills that can be implemented in nearly any sales call. Regardless of whether a customer is upset over a particular situation or being difficult simply for the sake of being difficult, the tools taught in this class will help defuse negative situations and empower Telemarketing reps to rebuild relationships and trust. This is often done by uncovering and meeting the hidden needs and desires that different buyer types have in the telephone sales process Participants will learn new Telemarketing skills via interactive role plays that enable participants to learn skills they can implement in their accounts. Instructor and peer-driven feedback sessions enable participants to provide constructive feedback to each other to improve the Telemarketing process. 

Telephone Sales Skills for Difficult Customers participants will learn to:

  • Understand what motivates people
  • Work with the needs of different buyer found in the Telemarketing process
  • Utilize Telemarketing strategies to improve personal sales skills and activities
  • Understand how various external factors can affect buyer behavior
  • Establish rapport and build chemistry during the Telemarketing process
  • Defuse conflict and handle the most unreasonable customers
  • Apply questioning strategies to determine stress factors, attitudes and priorities
  • Adjust the Telemarketing process based on buyer behavior
  • Identify problem areas and potential solutions
  • Use Telemarketing skills to uncover value bundling opportunities
  • Create personal Feature, Advantage, Benefit statements to offer solutions
  • Work with others in the sales organization to handle difficult situations
  • Assess personal ability to defuse conflict during each sales call
  • Overcome customer reactions to cold calls
  • Handle sales objections and turn them into positive sales opportunities
  • Turn more interactions into closed sales

"The involvement in the program was not boring it included everyone. I felt that everyone took something from this class. The course content and presenters were excellent. I enjoyed the time spent in this class."

Debra Wheeler
Senior Inside Sales
Dresser Rand
Painted Post, New York

Telemarketing and Phone Sales Seminars, Courses & Workshops are available throughout the United States and Canada.

Phone Sales/Telesales Training in New York

New York City, Long Island, Albany, Rochester, Buffalo, and Syracuse