CEMS: Advanced Telephone Sales Workshop

Advanced Telephone Sales Workshop

Course objective

Course content

First impression in a cold call

• Preparation for a phone call and the structure of a cold call.
• First 30 seconds: Voice, energy, building trust and creating a professional impression.
• How to engage a client who is "just calling to inquire.".

Conducting a conversation and uncovering needs

• Advantages and pitfalls of telephone sales.
• Active listening, empathy and asking the right questions without pressure.
• Diagnosing customer needs and conducting a call to arrange a business meeting (instead of direct "sales" over the phone).
• Working with customer emotions and moving from a "good" to a "highly successful" salesperson.

Handling objections and closing

• Working with the most common objections, what's behind them and how to respond without pressure.
• Mini commitments and an elegant transition to agreeing on the next step (e.g. test drive, showroom visit).
• The most common mistakes and how to avoid them.

Practical training

• Model situations and practical exercises for telephone calls.
• Real-world scenarios, role reversals, and instant feedback.

Lecturer profile

Ingrid Šůrová

Education

She graduated in chemical technology from the University of Technology in Prague.

Practice and experience gained

After graduating from university, she worked in sales positions in small and medium-sized companies in the food industry. She learned how to conduct business negotiations, effectively manage small teams, implement and monitor HACCP compliance and waste management.

Then she started working in corporate companies such as IBM, Zentiva and Sanofi in strategic purchasing. In management positions she gained valuable knowledge and experience in a multicultural environment, across production plants, logistics, marketing, process management and controlling. She worked in corporate management in strategic purchasing for more than 15 years. She has several successfully implemented projects and satisfied companies. She is an expert in communication and business skills.

Teaching and consulting experience

After 15 years in corporate management, the lecturer moved to her own consulting business. She currently uses her experience and knowledge as a coach and lecturer in long-term domestic and international projects focused on implementing innovations, improving processes, communication, and increasing employee motivation.

She is engaged in business consulting, coaching and training in companies. She specializes in creating comprehensive educational plans, which are the key to developing the potential of individuals and entire organizations. In this area, she ranks among the leaders on the market, as her plans are always tailored to the specific needs of clients, taking into account their strategic goals and current challenges. She emphasizes connecting education with real needs of practice, which ensures maximum efficiency and return on investment in human capital development.

In addition, he is dedicated to developing and supporting businesses, especially managers. In this area, he provides consultations and training focused on leadership, strategic management, innovation and other key competencies that are essential for success in a dynamic business environment.

In the field of HR consulting, its comprehensive support is appreciated, which includes process review, employee recruitment and retention, training support, creation of training plans and loyalty building. Its approach is based on the analysis of corporate culture and employee needs, which allows to design effective strategies for optimizing HR processes and increasing employee engagement.

She participated as a volunteer mentor in the educational program at the BPWCR zs association, now she leads domestic and international projects in the organization and, as vice president, is responsible for the strategic direction of the organization.

She has led courses in business skills, effective communication, delegation and personal development at the Chamber of Commerce. She has been dedicated to effective communication for more than 10 years, using the DISC method and successfully training communication skills at many levels using experience and methodology. She prepares training for her clients according to their requirements, using case studies for a better grasp of the content.

Lenka Jedlickova

Education

The lecturer has completed several professional trainings in the field of coaching and leadership. In 2013, she completed the Leadership Grid self-experience program, and from 2017 to 2019, she facilitated synergetic workshops. She has an accredited Coaching Training I and Advanced Coaching Training II.

Practice and experience gained

She has been working as an independent coach, lecturer and consultant in the field of soft skills, coaching and facilitation since 2015. Since 2016, she has also been a co-owner of a call center, where she focuses on communicating with key partners, managing salespeople and creating trainings.

She previously worked at companies such as Ferratum Bank, where she set communication standards, and in the KMP project as a team leader and telesales specialist. She also gained experience at Business for Breakfast and UPC Czech Republic, where she focused on sales, negotiations, and client care.

Teaching and consulting experience

She draws on her extensive experience in telephone and face-to-face communication and business in her training. Her interactive training sessions encourage participants to think deeply about communication and business, rather than just settling for simple procedures. Participants receive feedback that motivates them to continue developing.

Lenka herself has worked in various roles, from retention operator to sales team manager and call center co-owner. For example, she worked on a long-term project in the banking sector, where she helped create professional customer service.

Thanks to this experience and emphasis on a practical approach, her workshops are intense, energetic and interactive, inspiring and engaging participants in the development process.

Lenka also focuses on business and negotiation, and uses coaching when working with clients. She helps salespeople, managers, and consultants express themselves effectively and achieve results with an emphasis on humanity and professionalism. She conducts training, communication, business, negotiation, telephone communication, telesales, and call center training, helping participants achieve better results in practice.

She focuses on building and maintaining quality relationships based on trust, openness and mutual respect, not only with clients but also within the corporate environment. In this area, she is involved in development and change projects aimed at finding healthier ways of thinking throughout the organization. She is a partner for owners and directors who are striving to increase the efficiency of their companies.