📱 Products & Services — Sales Training
Cloud Phones.
Know it. Sell it.
Everything you need to understand Complete ICT's cloud phone platform — what it is, how it works, where it fits in a conversation, and how to turn a "we already have phones" into a closed deal.
Product Knowledge
Sales Positioning
Qualify Questions
Objection Handling
Upsell Path
1 — Understand the Product First
The old way
Phone Box on the Wall
A physical box (PBX) installed in their comms room — brands like Avaya, iPECS, NEC. Every call runs through their building.
Big upfront cost — hardware, cabling, installation
Office-dependent — goes down when the office does
Every change = tech callout — and an invoice
Remote work is a workaround — not built for it
No real reporting — basic logs at best
What we sell
Complete ICT Cloud Platform
Their phone system lives in our secure Australian cloud. Calls route through us — not their building. Works from any device, anywhere.
No hardware — predictable monthly fee per user
Always on — office internet down? Phones still work
Changes in minutes — done remotely, no callout fee
Built for hybrid/remote — mobile app, laptop, desk phone
Full reporting + AI — live dashboards, recording, transcription
2 — What's Included in Our Platform
3 — When to Lead With It
🎯
Lead With This
Provider Migration Calls
Their existing telco is already being replaced. Bundle cloud phones into the migration conversation — they're already moving, make it a complete solution. "While we're moving your lines across, let's look at modernising your phone system at the same time."
🔧
Lead With This
Business With Remote or Field Staff
Tradies, sales reps, consultants, healthcare workers. If anyone on their team works outside the office — this solves a real daily problem. Ask "how do your staff handle calls when they're not in the office?" and let them describe the pain.
🏢
Upsell Opportunity
Multi-Location Businesses
Retail, healthcare, hospitality. Multiple sites = multiple maintenance contracts, no shared visibility. "You could run all locations off one system, transfer calls between sites instantly, and see all your call data in one place."
📋
Upsell Opportunity
NBN or Internet Sale in Progress
If you're already selling them internet, cloud phones is the natural next step — it runs over the connection you just sold them. "Now that we've sorted the internet, the cloud phone system will run perfectly over that line."
⏳
Plant the Seed
Locked Into Existing Hardware Contract
Don't push — plant the seed. "Totally understand — when does your current agreement expire? I'll make a note to reach out closer to the time with a proper comparison." Log it in CRM and follow up.
🔌
Plant the Seed
Happy With Current Phone System
"That's great — most of our customers said the same thing. Can I ask — when the office internet dropped last time, what happened to your phones?" Nine times out of ten that question opens the door.
4 — Qualify the Opportunity
01
"How are your staff currently handling calls when they're not in the office?"
Surfaces the remote/field work pain immediately. Most SMBs have a messy answer — personal mobiles, forwarding, missed calls. That's your opening.
🔥 Hot signal if they say: "it's a bit of a mess" or "they just use their personal mobile"
02
"What happens to your phones when the internet goes down at the office?"
Highlights the single point of failure with on-prem. Most businesses have experienced this pain — they just haven't connected it to their phone system choice.
🔥 Hot signal if they say: "we lose everything" or "we have to use our mobiles"
03
"How many staff do you have, and how many are office-based vs out in the field?"
Sizes the opportunity and identifies if remote/field is a factor. Also establishes the monthly fee calculation in your head — per user pricing.
⚡ Warm signal: any split between office and field is a strong cloud fit
04
"When did you last look at your phone system — and do you know when the contract expires?"
Uncovers contract timing. Even if they're locked in, knowing the end date lets you time your follow-up precisely. Log everything in CRM.
⚡ Warm signal: contract ending within 12 months — prioritise follow-up
05
"Are you recording calls at the moment — and do you have visibility on who's calling and how often?"
Positions reporting and recording as gaps they didn't know they had. Business owners almost universally want this data once they know it's available.
⚡ Warm signal: "no, we don't record" or "we don't have any of that visibility"
5 — Scenario Scripts
🔧
Trades Business — Staff in the Field
Lead scenario
When you hear: "We've got a few guys out on jobs and a couple in the office — calls sometimes get missed when no one's at the desk."
📞 Your response
"That's actually one of the most common things we fix for trades businesses. With our cloud platform, your business number rings on everyone's phone simultaneously — the office desk phone and your guys' mobile apps at the same time. Whoever's free picks it up. The customer gets through, you stop missing jobs. It all runs under your business number so it looks and sounds completely professional. Want me to show you what that looks like for your setup?"
Follow-up hook: "How many jobs do you reckon you miss a week because someone couldn't get to the phone in time?"
💻
Professional Services — Hybrid Team
Lead scenario
When you hear: "Half our team works from home — they use their own mobiles and it's getting messy."
📞 Your response
"That's a compliance issue waiting to happen, and it sounds unprofessional to clients too — different numbers, no recording, no visibility. Our platform gives every team member — whether they're in the office or at home in Geelong — the same business number, same call recording, and you can see every call on one dashboard. All calls come through as your business, not their personal mobile. It's one monthly fee and we can have them set up without anyone needing to come on site."
Follow-up hook: "Do you currently record any client calls? With your industry, that could be really important for you."
🏪
Multi-Location — Retail or Healthcare
Upsell scenario
When you hear: "We've got three locations across Melbourne — each has their own system and we can't transfer calls between them."
📞 Your response
"Three systems is three maintenance contracts, three sets of problems, and zero visibility across the whole business. Our platform puts all three sites under one system — you transfer a call between Richmond and Frankston with one button, and you can see the call data from every location on one screen. We'd actually save you money while giving you more control. How long have you been running three separate systems?"
Follow-up hook: "Would it be useful to see a quick demo — I can show you the reporting dashboard and how the inter-site transfers work live."
6 — Objections Specific to Cloud Phones
We already have a phone system
Absolutely — most businesses do. The question isn't whether it works, it's whether it's working as hard as it could be. Can I ask — when your internet drops, what happens to your phones?
Pivot to the reliability pain — almost always lands.
We're locked into a contract
No problem at all — when does that expire? I'll make a note and reach out closer to the time with a full comparison. You'll want to know your options before they try to auto-renew you.
Log the date in CRM immediately. This is a future deal, not a lost one.
What if the internet goes down — we lose our phones?
It's actually the opposite — that's one of the biggest advantages. Because your phones run through our cloud and not your office, if your office internet drops, calls automatically route to your team's mobile apps. You never go dark.
This objection actually sells the product — lean into it.
It sounds complicated to set up
It's genuinely one of the simpler setups we do. We handle everything remotely — most businesses are up and running the same week. Your staff download an app on their phones and they're done. No one needs to come on site.
Emphasise zero disruption and no on-site visits.
We're a small business — do we really need all this?
The smaller the team, the more important it is that every single call gets answered. You can't afford to miss jobs because someone wasn't at their desk. This is actually built for businesses exactly your size.
Reframe "small" as a reason to get it, not skip it.
Can we keep our existing number?
Yes — your number comes across with you. Customers won't notice a thing. We port your existing numbers across as part of the setup. You keep everything, just on a better system.
Number porting is a common concern — address it early and directly.
7 — The Upsell Path
→
Entry
Core Cloud Phones
- Business number on any device
- Mobile app + desk handset
- Voicemail to email
- Basic call routing
- Per user monthly fee
→
⭐ Sweet Spot
Cloud + Reporting & Recording
- Everything in Core
- Call recording per user
- Live reporting dashboard
- Call queues + hold music
- Business hours routing
Premium
Full Platform + AI
- Everything in Sweet Spot
- AI transcription + summaries
- Sentiment analysis
- Smart routing + IVR
- Multi-site management
⚠️
Always aim for the Sweet Spot tier — it's the right fit for most Victorian SMBs and where we deliver the most value. The Full Platform tier is best positioned for businesses with 10+ staff, compliance requirements, or multiple locations. If you're not sure which tier fits — ask Sam before quoting.