Phone Sales Training

Phone sales training that turns calls into customers

Whether your team answers the phone or works it, the call is where the sale is won or lost. C&M Coaching scores your real calls and coaches every rep on inbound and outbound — for dealerships, finance and collections teams, and any business that sells on the phone.

What It Is

What is phone sales training?

Phone sales training is coaching that teaches a team to turn phone conversations into sales, appointments, and commitments. It spans both sides of the phone — inbound calls from people reaching out to you, and outbound calls your team makes to leads and past customers.

The way we do it is simple: we pull your team's real recorded calls, score them against a rubric, and coach each rep one-on-one — what's also known as call coaching or phone coaching. No theory, no stiff scripts, no one-and-done seminar that fades by Friday.

Inbound Call Training

Handle the people who call you

Inbound calls are your highest-intent conversations — someone reached out on purpose. Inbound call training makes sure your team controls the call, builds trust fast, and turns that interest into a booked appointment instead of an "I'll think about it."

Outbound Call Training

Work the phones with confidence

Outbound is where most teams struggle — and where the follow-up money is. Outbound call training builds the openers, cadence, and voicemail habits that reach people, restart cold conversations, and keep your pipeline moving without sounding desperate.

How It Works

Real calls, scored and coached — not theory

We work from the calls your team is already taking. Each one is scored against an objective rubric — greeting, rapport, discovery, objection handling, and the ask — and every rep gets one-on-one coaching on exactly where to improve. Scores are tracked over time so managers can see progress, not guess at it.

Want the version built specifically for your world? See our automotive phone training for dealerships, collections call training for finance and agencies, or every industry we serve. Add call monitoring and scoring to keep the whole team accountable.

What Your Team Will Learn

Skills that hold up on live calls

Checkout Our Online

Reviews

Thinking about choosing C&M Coaching for phone training? Don't just take our word for it — check out our online reviews and see why clients trust us with their team's personal and professional growth.

David Ortiz

Sales Manager

“Excellent service. We have become better as a team and are more effective due to their coaching. Any business that requires communication through the phone should sign up to C&M Coaching.”

Breanna Cocker

BDC Manager

“Maggie and Robin are incredible! C&M has so much to offer and they have helped us tremendously improve our communication skills. We wouldn't be where we are today without you!”

Andres

Collections Manager

“C&M Team. Thank you so much for your great and hard work. We are really pleased with your services. We find it vital for our Dealer and Finance Company, especially now more than ever.”

More Online Reviews
Maggie Pugesek, C&M Coaching

Programs led by

Maggie Pugesek

30+ years in automotive, leading C&M Coaching's training design across Sales, BDC, Service, and Collections. About C&M Coaching

Questions

Phone sales training FAQ

What is phone sales training?
Phone sales training is coaching that teaches a team to convert phone conversations into sales, appointments, or commitments. It covers inbound calls (handling people who call you) and outbound calls (reaching out to leads and past customers). At C&M Coaching we deliver it by scoring your team's real recorded calls against a rubric and coaching each rep one-on-one — not with generic scripts or one-time seminars.
What is the difference between inbound and outbound call training?
Inbound call training focuses on handling people who call you — controlling the call, building rapport fast, answering questions without losing the appointment, and setting a next step. Outbound call training focuses on reaching out — strong openers, follow-up cadence, voicemail that gets callbacks, and re-engaging cold leads. Most teams need both, and we coach both from your real calls.
What is call coaching (or phone coaching)?
Call coaching — also called phone coaching — is the practice of reviewing an agent's actual phone calls and giving them specific, personalized feedback on what to do differently next time. It's the difference between a class that teaches theory and a coach who listens to your Tuesday-morning call and shows you exactly where the deal was won or lost. It's the core of everything we do.
Does phone sales training only work for car dealerships?
No. Car dealerships are our largest focus, but phone sales training is industry-agnostic — the fundamentals of a strong call are the same everywhere. We also coach finance companies, collections teams, and retail businesses, and have worked with medical, dental, veterinary, rental car, and healthcare phone teams. We tailor the rubric and WordTracks to your goals and industry.
How is phone sales training delivered?
Through live one-on-one coaching, recorded-call reviews with written feedback, custom WordTracks and roleplays, and on-demand video modules. Most clients combine live coaching with ongoing call scoring, so improvement is both taught and measured over time rather than fading after a single training day.
How soon will we see results from phone coaching?
Many teams see measurable improvement in appointment-setting or conversion within the first 30 days, because we're fixing habits on the calls your team is already taking. Gains compound as scores are tracked over time and coaching targets each rep's specific weak spots.

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877-900-9461
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