Part 1 (inbound) suits anyone who answers the phone; Part 2 (outbound) suits anyone who makes calls to sell or follow up. Owners and small teams who do both get the most from the full day. Each seminar says which part it covers.
Make your phone a profit centre
Your phone is your most profitable machine
A hands-on workshop in two parts for everyone who answers or makes calls. Part 1 turns every incoming call into a customer. Part 2 makes outbound calls that get through, get heard and get a yes. Take one part, or both in a day.
Come on your own, send your front desk and sales team, or ask for a PhoneRICH just for your business.
Sound familiar?
Every call is a customer. How many are you losing?
The most profitable machine in your business isn’t the computer or the equipment in the workshop. It’s the phone. You pay for marketing to make it ring, and then a rushed hello, a long hold or a price quoted without a question sends the caller to a competitor.
The person who answers the phone decides whether the customer stays. That can be trained.
- Hello?
- Can you hold?
- He’s in a meeting.
- It’s ₹8,000. Anything else?
Where calls leak money
- Calls ringing out
- No standard greeting
- Price shoppers who never buy
- Callers left on hold
- Follow-up calls nobody makes
- Angry callers who stay angry
Hear the difference
Same caller. Same question. Different result.
Two calls your business makes every week, before and after PhoneRICH. Nothing changes except how the call is handled.
Before
- Business: Hello?
- Caller: Hi, how much is a full service for my car?
- Business: It’s ₹8,000.
- Caller: Okay… I’ll think about it.
- Call ended. One more price shopper.
After PhoneRICH
- Business: Good morning, thank you for calling. This is Priya.
- Caller: Hi, how much is a full service for my car?
- Business: Happy to help. So I can help you best, may I ask a couple of quick questions?
- Caller: Sure.
- Business: … Then our full service fits what you need. How does that sound?
- Caller: That sounds right.
- Business: Shall I book you in for Thursday or Friday?
- Booked, number confirmed, caller thanked. A new customer.
Before
- Business: Hi, I’m calling to see if you got the quote we sent.
- Caller: Yes. We’re still deciding.
- Business: Okay, let me know.
- Call ended. The quote goes cold.
After PhoneRICH
- Business: Hi Mr. Kumar, it’s Arun. Is now a good time for two minutes?
- Caller: Yes, go ahead.
- Business: When we spoke, the delivery time mattered most. Is that still the case?
- Caller: Yes. But the price is a bit high.
- Business: I understand. Apart from price, is there any other reason to wait?
- Caller: No, just that.
- Objection on the table, value explained, next step agreed.
Telephone performance standards
Ten standards. Every call, every person.
Your telephone standards are your system. When everyone in the team follows the same ten, every caller gets the same great experience, whoever picks up.
- 1 Smile first Until you feel it, before you pick up. Callers hear it.
- 2 Two rings Answer after the second ring, before the third.
- 3 Greet properly Time of day, the business and your name. Ask before you put anyone on hold.
- 4 Listen Listen attentively, and encourage as you go.
- 5 Ask questions Ask permission to ask, then find out what they really need.
- 6 Their language Little pieces of information, in the caller’s words: what’s in it for them.
- 7 Temperature check Check how it fits, then ask a details question.
- 8 Confirm Confirm the order, and their phone number.
- 9 Say thank you Thank every caller, every time.
- 10 Hang up last And leave your caller on a high.
Thanks for your call. Just so I can help you best, would it be okay if I asked you a couple of questions?
Inbound, outbound or both
Two parts. Take one, or both.
Both parts start with the big picture and the same telephone standards. Choose by who’s coming: the people who answer calls, the people who make them, or everyone.
-
Part 1Half a day
Inbound calls
Turn every incoming call into a customer.
- The ten performance standards
- Greeting, holding and screening calls
- Questions that stop price shopping
- Turning angry callers into fans
Best forReception, front desk, service and anyone who answers the phone.
-
Parts 1 and 2A full day
The complete PhoneRICH
Every call, in and out, handled to one standard.
- Everything in Part 1
- Everything in Part 2
- More time for role-plays
- One phone plan for the whole team
Best forOwners and small teams who answer and make calls.
-
Part 2Half a day
Outbound calls
Calls that get through, get heard and get a yes.
- Getting through to the decision-maker
- A call structure from permission to action
- The question funnel
- Handling objections, and testing what works
Best forSalespeople, telecallers, business development and owners who follow up.
Each seminar date says which part it covers. For your own team, we’ll recommend the part that fits the calls you get.
What your team walks away with
From “hello?” to “when can you start?”
Practical words and habits your team uses on the very next call. Expect a few BFOs, Blinding Flashes of the Obvious.
- Commitment on the callGet prospects to say yes, right there on the phone.
- Scripts that end price shoppingAnswer “how much?” with questions, not just a number.
- A professional imageEvery call sounds like the business you want to be.
- All ten standards, team-wideEveryone answers the same way, well.
- Answers to objectionsFind the real reason, then deal with it.
- Irate callers into raving fansCalm, listen, solve, and keep the customer.
- Getting throughReach the person who decides, politely.
- Test and measureKnow which calls and words convert.
Plus the art of silence: once you’ve asked, stop talking and let the caller answer.
Your call maths
What is one more yes on the phone worth?
You already pay to make the phone ring. Converting a few more of those calls costs nothing extra. Put in your own numbers and see what a small lift is worth, counting first sales only.
- New customers a month
- 22 → 30
- Extra sales a month
- ₹1,30,000
That’s ₹15,60,000 a year, from calls you already get. Repeat business comes on top.
Your figures, your arithmetic: an illustration of the maths, not a promise of results.
The complete PhoneRICH day
Morning: calls in. Afternoon: calls out.
Each part works on its own as a half day. Together they make a full day where your team practises every kind of call. The only failure is the failure to take part.
Part 1 · Inbound
- 1The big pictureFirst impression, last impression, and the conversion in between.
- 2The ten standardsFrom the smile before you pick up to hanging up last.
- 3From enquiry to orderThe magic question, temperature checks and the power of silence.
- 4Role-playsYour real calls, practised until they sound natural.
Part 2 · Outbound
- 5Test and measureAttention, interest, desire and action, and knowing what works.
- 6Getting throughHeadline questions, familiarity and polite persistence.
- 7The call that sellsPermission, questions, solutions, agreement, investment, action.
- 8Objections and your planAny other reason besides…? Then your phone action plan.
A typical running order, with time for your team’s action plan and questions. Your coach shapes it around the calls you get.
Who should come
Everyone who picks up the phone
From the receptionist to the owner: anyone whose voice is the business, even for a minute.
- Reception and front deskThe first voice your customers hear, and often the last.
- Salespeople and telecallersWho prospect, follow up and close over the phone.
- Customer service teamsWho turn problems and complaints into loyalty.
- Owners and managersWho want every call handled the way they would handle it.
Two ways to come
Open seminar
Book seats
Send your front desk to Part 1, your sales team to Part 2, or come to both. Each date says which part it covers.
Get the next dateFor your team
PhoneRICH at your business
A private workshop built around the calls your business actually gets: inbound, outbound or both, at your office or online.
Plan one for your teamYour seat
Everything in one seat
Count the enquiry calls your business gets in a week. If PhoneRICH helps you convert just one more of them, your seat has paid for itself.
Get the next date- The PhoneRICH workshop with an ActionCOACH TNPY coach: Part 1, Part 2 or both
- Your workbook, with the ten telephone performance standards
- Greeting, hold and enquiry lines to make your own
- Openers and objection answers for outbound calls
- Role-plays on real calls, with feedback
- A phone standards checklist for your team
- Your PhoneRICH action plan
- The option of a Free Business Analysis with a coach afterwards
Seat fee: On request, shared with the next date · Bringing your team? Ask about a PhoneRICH just for your business.
After PhoneRICH
Your first step, not your last
PhoneRICH wins more of the calls you get. When you want help growing the whole sales engine, there’s a clear next step, and no pressure to take it.
- 1 Start here PhoneRICH Make your phone a profit centre.
- 2 Free Business Analysis A conversation with a coach about your numbers and your goals. Find out more: Free Business Analysis
- 3 12-Week Sales MasterCLASS Twelve weeks to make selling your team’s process, measured every week. Find out more: 12-Week Sales MasterCLASS
- 4 Coaching A coach for the whole business: sales, team, systems and profit. Find out more: Coaching
More half-day RICH seminars: SalesRICH FinanceRICH TimeRICH TeamRICH
FAQ
PhoneRICH, answered
Inbound, outbound or both: which should we take?
Do we have to take Part 1 before Part 2?
It helps, because both parts use the same telephone standards, but it isn’t required. Part 2 recaps the standards it builds on.
Will my team sound scripted?
No. The lines are a starting point. Your team practises them until they’re their own words, so every caller hears a natural, friendly conversation.
Our customers mostly use WhatsApp. Is this still useful?
Yes. Listening, asking before telling, checking how it fits and confirming the next step work just as well on WhatsApp calls, voice notes and video calls.
How long is it?
Half a day for each part, or a full day for both. A PhoneRICH for your own team can be shaped around the calls you actually get.
Is it in person or online?
Each seminar states its format and venue. A PhoneRICH for your team can be at your office or online.
What should we bring?
How you answer the phone today, your five most common calls and the objections you hear most.
How much is a seat?
The seat fee is shown with each seminar date. For a PhoneRICH for your team, ask us and we’ll quote for your group.
What happens after the seminar?
You leave with your action plan and a standards checklist. To go further, book a Free Business Analysis, or take your sales team through the 12-Week Sales MasterCLASS.
PhoneRICH
Every call is a customer. Answer like it.
Next seminar
Save your place at PhoneRICH
Tell us who’s coming and whether they answer calls, make them or both. We’ll send the next date, the venue and the seat fee, or a quote for your team, with no obligation.
- Tell us about your callsInbound, outbound or both, and who handles them.
- Get the detailsThe right part, date, venue, coach and seat fee.
- Save your seatsAnd note your five most common calls.