This course equips sales professionals with the psychological and behavioural tools to transform inbound interactions from transactional exchanges into trusted advisory conversations. Delegates will learn to identify and overcome subconscious barriers that cause disengagement, while mastering techniques to build rapid rapport, uncover hidden emotional drivers, and guide customers through a confident buying journey using proven frameworks like RAPPORT, the 5-Stage Listening Model and the Benefit Ladder. By refining listening precision, objection handling and closing strategies rooted in empathy and micro-commitments, participants will consistently increase conversion rates and customer satisfaction. Ultimately, this training empowers teams to turn every inbound call into an opportunity for meaningful value creation and sustainable revenue growth.
Is your team turning inbound calls into sales… or just taking orders?
What if every call could build trust, uncover real needs, and lead to confident buying decisions?
Our one-day Inbound Sales Skills course gives your people the psychological tools to transform transactional chats into trusted advisory conversations. Delegates gain proven techniques to build rapid rapport, listen with precision, uncover hidden drivers, and guide customers through a smooth buying journey — using empathy, micro-commitments, and frameworks that work.
They’ll leave able to increase conversion, boost satisfaction, and turn every inbound interaction into value creation.
Available as an open course, closed group session, or one-to-one coaching, this practical training counts towards six CPD hours.
To find out more, contact us at lets talk at e q v dot co dot uk.
Counts towards 6 CPD Hours1 Day9:00 - 5:00 for GroupsOpen Public & Closed Group
Please reflect on one or more of the questions below and come prepared to discuss your responses during the session.
Self-Assessment: On a scale of 1–10, how would you rate your current skill level in this subject? What factors influenced your rating?
Development Focus: Identify one specific behaviour, skill, or capability you would like to improve or develop further.
Relevant Examples: If possible, bring one or two relevant examples or scenarios from your experience that you would be willing to share with the group.
What You Will Learn
Analyse the psychological triggers that cause customers to disengage during inbound calls.
Demonstrate the RAPPORT model to establish immediate connection and vocal matching.
Apply the 5-Stage Listening Model to uncover deep-seated customer needs and fears.
Utilise the Benefit Ladder to effectively up-sell and add value to proposed solutions.
Execute the stages of the buying process to guide customers to a confident close.
Handle complex objections and price resistance with empathy and tactical rebuttals.
Differentiate between stated needs and real emotional drivers in customer conversations.
Execute a structured closing sequence using micro-commitments to secure the order.
Your Post-Course Challenge
Within the next 7 days, record one of your inbound calls and analyse it against the 5-Stage Listening Model.
Identify one opportunity in your next week of calls where you can apply the 'Empathy Mirror' technique before offering a solution.
Practice the 'Benefit Ladder' with a colleague for 10 minutes before your next shift starts.
Counts Towards 6 CPD Hours
This course contributes 6 hours of Continuing Professional Development. Delegates can log these hours as evidence of structured learning for professional bodies and employers.
This course is designed for professionals who handle inbound customer enquiries and want to move beyond simply taking orders to building meaningful, value-driven conversations. It is ideal for anyone looking to strengthen their consultative approach, increase conversion rates, and foster long-term customer loyalty through skilled, empathetic engagement.
This course is ideal for:
Inbound sales agents who want to transition from transactional interactions to consultative selling
Customer service advisors seeking to identify and act on sales opportunities during support calls
Team leaders aiming to uplift the performance of their inbound teams through shared best practices
Account managers handling inbound renewals or expansions who need to deepen client relationships
New starters in sales or service roles looking to build a strong foundation in effective communication
Experienced operators who feel stuck in a script-driven routine and want to regain confidence and impact
No prior experience needed
This course is accessible to individuals at all experience levels — whether you are new to inbound interactions or have years of frontline experience. No prior sales training is required, as the content is structured to build essential skills from the ground up while offering meaningful refinement for seasoned professionals.
What you will take away
Delegates will leave with increased confidence in guiding customer conversations, a stronger ability to uncover unspoken needs, and practical techniques to turn enquiries into lasting business relationships. You will gain the tools to handle resistance with empathy, add value naturally, and close with greater success — all while feeling more in control and effective in every call.
For Groups & Teams
We can deliver this training session in several ways to suit your organisation’s needs:
Open Public Course
Join delegates from other organisations on a scheduled date
Closed Group
Exclusively for your team, using your real scenarios
In Person
Face-to-face at your premises or a venue of your choice
Virtual
Live, interactive online delivery via Teams or Zoom
One-to-One Coaching
Personalised sessions tailored entirely to you
Have two or more people to train?
You may want to consider a closed group course. Benefits include:
Cost effective for teams
Choose a date to suit you
Customise content and timings
No minimum delegate numbers
Uses your real-world scenarios
Builds shared language in your team
Contact us on [email protected] to discuss specific dates and delivery requirements.
How Our Tutor-Led Courses Are Delivered
Before the day
Delegates are given pre-work to complete before attending. This ensures everyone arrives with relevant context and real scenarios from their own experience, so learning is immediately relevant and actionable from the first minute.
On the day
Our sessions are participative and highly interactive. We don’t do “death by PowerPoint” — instead, the day includes a variety of engaging activities throughout:
Real-world casework using your scenarios
Practical hands-on exercises
Real Play (not role play) simulations
Peer learning and group discussion
Case studies and scenario work
Facilitated discussion and structured reflection
What you leave with
Participants leave with:
Practical tools — frameworks and models you can use straight away
Clear action plans — specific next steps tailored to your role
Greater confidence — built through intensive, realistic practice
Skills you can apply immediately — not theory, but techniques tested during the day
After the day
Post-session measurements and a 30-day challenge ensure that learning is embedded and behaviour change is sustained.
Key Features
Course Duration is 1 Day
Engaging tutor led event
Comprehensive course materials
Certificates of attendance
Access to Customer Portal (course bookers)
Course Guarantee
Priced per delegate per day for open public course
£449.00 Plus VAT
Can’t see a suitable date? Please request a date here
Payment available via all major credit cards or Invoice. All options available during the online booking process.
