“Impress customers, capture their attention & handle telephone sales enquiries with confidence”


The aim of this webinar is to help frontline staff gain the confidence and know-how to identify sales opportunities on the telephone whilst creating great first impressions.  Delegates will learn the key steps needed to build confidence with customers, lead a conversation, manage expectations and influence the customer for a positive outcome.


Date: Tuesday 28th February 2023

Time: 9.30am to 12.30pm, and 1.30pm to 4.30pm.  By webinar.


Who should attend:

A practical and interactive morning, this webinar is designed for all staff who answer the telephone within the hotel and/or guesthouse by handling any incoming customer sales enquiries and other sales related queries.


Objectives – what you will learn:

After completing the workshop, each participant will be able to:

  •  Get the best out of every sales enquiry and create a great impression

  • Speak with confidence to build trust with customers

  • Take the lead in the conversation and get the person talking

  • Get customers on side through active listening

  • Use skilful questioning to qualify leads and unravel the customers’ needs

  • Paint pictures with words and deliver great propositions

  • Pre-empt customer objections, handle them with confidence and ask for the order

  • Wrap up each call to a natural close whilst creating a great customer experience


Content- what is covered:

  • Handle sales enquires with confidence and maximise opportunities
  • Positive mindsets for creating great first impressions and making the connection
  • The power of your voice to influence customers – it’s not what you say, it’s how you say it
  • Use clever questioning skills to qualify enquiries and lead a conversation
  • Learn to really listen to customers to unravel their needs and answer their questions
  • Handle objections gracefully and avoid overselling
  • Guide customer to the right recommendation
  • Generate happier customers as each call is completed.


Training method:

This highly interactive masterclass webinar will be held on zoom and will run from 9.30am to 12.30pm, and 1.30pm to 4.30pm.  By webinar. with a short break in between. All delegates will need to have their cameras and audio switched on for the full duration of the course.


Trainer profile: Karen Somerville

Karen Sommerville is the owner of Call Focus, specialists in “effective customer communications”, helping companies develop greater customer relations & increase sales by focusing on how engage with their customers.



Members €70pp

Non Members €100pp


For more information, contact Dervla O’Neill by email: oneilld@ihf.ie