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Description

Selling and Negotiating by Telephone: Engage, Persuade and Close

Two days to persuade without eye contact or a handshake, relying on voice and pace

  • 2 days — 14 h
  • In-person or virtual
  • Foundation
  • Up to 6 participants

On the telephone, everything that helps in a face-to-face meeting disappears: facial reactions, posture, the document placed on the table. What remains is a voice, a limited window of time and a contact who may hang up at any moment. Many salespeople who are perfectly at ease in meetings lose their footing as soon as the exchange moves to the handset.

These 14 hours treat remote selling and negotiation as a discipline in its own right. Participants work on their voice, their pace and their phrasing, then build call structures for appointment setting, direct selling and negotiating terms. Practice takes place on real calls, with group listening and debriefing.

Learning objectives

  • Prepare a call by setting an objective and a fallback position
  • Get past gatekeepers and capture the contact's attention in the first few seconds
  • Run a discovery phase through questioning without visual support
  • Present arguments and handle objections using voice and pace
  • Negotiate terms and confirm the agreement reached verbally

What makes this programme different

Live calls placed during the programme and then reviewed with the group
Work on voice, pace and the use of silence based on individual recordings
Three call structures built for appointment setting, direct selling and follow-up

Programme

1Setting the Foundations of the Telephone Exchange

What the voice has to compensate for

  • Pace, volume, intonation and the use of silence
  • Vocabulary that reassures and phrasing to avoid
  • Practical and mental preparation before a series of calls
  • Setting a call objective and a fallback position

2Engaging and Discovering

The first few seconds, then the right questions

  • Getting past gatekeepers and tailoring the opening to the purpose of the call
  • Stating the time required and obtaining agreement to continue
  • Discovery questioning without visual support
  • Rephrasing and checking understanding verbally
  • Taking notes during the conversation

3Presenting Arguments and Handling Objections

Persuading remotely

  • Building a concise argument suited to the telephone channel
  • Responding to objections on availability, price and competition
  • Managing a contact who is rushed or irritated
  • Keeping the thread of the conversation despite interruptions

4Negotiating and Closing by Telephone

Securing a verifiable commitment

  • Preparing room for manoeuvre and trade-offs
  • Conducting a negotiation on terms without a shared document
  • Securing the client's commitment and confirming it immediately in writing
  • Following up and reviving a file left without a response

Who is it for

Telesales advisers, inside sales representatives, sales support staff and anyone required to sell or negotiate by telephone.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.