“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: Thursday 26th January

Time: 9.30am to 1pm.  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 1.00pm 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.

With over 30 years’ experience, Karen has a worked in many areas of sales and customer relations extending across a wide range of industry sectors including the hospitality and leisure sector.

As a sole trader, Karen Sommerville is in a unique position to deliver customised training for her clients. She provides practical tips, exercises and discussions focused around participant’s real-life situations and business needs.  Her workshops are highly interactive and delivery style is very energetic. As a result, Karen regularly achieves satisfaction ratings exceeding 85% on many of her training programmes.

Karen’s holds qualifications in business, marketing, training and mentoring. She works with many groups including Skillnets, LEO’s, Business Associations and educational bodies as well as private clients.  Karen has often spoken at seminars and other events on these topics. She also blogs (www.callfocus.ie/blog/browse) and has written articles for various business publications.



Members €35pp

Non Members €50pp


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