The Telephone Sales Suite is a set of training programs, tools, and certifications that focuses on developing excellent sales representatives.

The suite includes training programs for telephone sales, up-selling and cross-selling, e-mail, and a coaching program for supervisors. Each online program is supported by Impact’s Progress Management Center, reinforcement tools, and a professional certification. The courses have proven to consistently increase sales and service metrics.

What follows is a description of the training and support programs that make up the suite.

Getting to the Heart of Telephone Sales™ teaches your team to turn prospects into clients by connecting the benefits of your products and services to the needs of the customer.

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Developed for customer service and sales representatives in technical and non-technical environments, Sales-The Other Side of Service™ teaches your employees to view selling as a service to customers. Representatives acquire the necessary skills to identify sales opportunities, successfully cross-sell and up-sell, and overcome customer resistance.

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Created for anyone who uses e-mail to communicate with internal and external customers, Getting to the Heart of E-mail Communication™ teaches your employees the skills they need to write effective e-mails.

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Designed for team leaders, supervisors, and managers in contact centers, Making It Happen™ teaches how to coach employees and reinforce skill use on the job. Participants learn how to create a positive work environment and build a top-performing team.

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Each step in the learning process provides participants with a standard for service delivery and gives coaching and reinforcement to support their learning. Reinforcement tools include job aids, action plans, and on-the-job activities. Ongoing refresher training occurs through workbooks or a one-year online license.

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Online student progress and self-assessment scores are visible through management reports which can be sorted by participant, class, location, and enterprise. This level of accountability and skills validation ensures that a high percentage of learners complete the course and apply the skills when they're on the job serving customers.

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Once students have completed a course, they are eligible for certification. Students complete an online test certifying knowledge of the skills learned. The student pass/fail level can be set by you.

Certification provides learners with positive feedback and recognition. It provides you with the knowledge that your employees have the skills and ability to maximize sales for your organization.