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Telephone Skills: Conveying Your Professionalism Over the Phone

Most of our communication with customers is done over the phone. It is difficult to convey your professionalism and credibility without the proper training. This module helps participants develop their telephone skills to enhance the exchange of information. The module reveals:
  • Techniques for selling over the phone
  • Communicating via voice mail and taking information over the phone
  • Clarity, pace and pitch: important factors

This module is designed for any employee who is charged with communicating over the phone with internal and external clients and need to do so clearly and concisely.

This module can be presented in two to four hours, depending on participants' skill level and teaching objectives. The module includes:

  • Break out groups to solve team problems
  • Discussion on techniques for team development
  • Exercises and presentations
  • Practice sessions and role plays
The participant's workbooks contain reference text and exercises, are bound and three hole punched. The module is divided into three sections, one for each phase of training: the Pre-Workshop Assignment, the Workshop Material, and the Post-Workshop Action Items. Participant's workbooks can be used for classroom instruction or on a self-paced basis.

The leader's guide contains the same material as the participant's workbook, with the addition of a section of introductory notes, answers to exercises and explanatory margin notes. The leader's notes contain tips and techniques on setting up and administering the session, checklists, and other teaching aids. Other beneficial components include:
  • A listing of suggested videos which complement the material.
  • Notes which highlight key points, provide tips for training, and detail competencies to be gained.
  • Margin Notes on the workshop materials which guide the leader through the material and indicate when to ask questions, encourage discussion, use flip charts, break into groups, and refer to specific material.


By the end of this module, the participants will be able to:

  1. Recognize the value of professional telephone skills.
  2. Apply professionalism in tone, clarity, pitch and pace of voice.
  3. Use consultative approach to sell and persuade effectively over the telephone.
  4. Use the telephone as an effective tool for improving communication.

Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com


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