NDIS
Consultative Engagement & Customer Service Excellence Training
Position yourself as Trusted Advisor & provider of choice
Build rapport and trust, quickly and with sincerity
Identify and connect with participant's and their support network's true values and needs
Nurture warm leads strategically with added value
ABOUT THE PROGRAM
Tailored, engaging programs that gives NDIS teams the confidence, skills, and structure to deliver authentic conversations, balancing compassion with commercial awareness as Trusted Advisors – aligning your services with integrity to each participant’s unique needs and values.
THE OUTCOME
Your team will enthusiastically and naturallhy embrace sales as Trusted Advisors –Â communicating value ethically, navigating funding conversations with ease, and turning enquiries into meaningful participants and successful organisational outcomes. The result: stronger connections, higher conversions, and consistent service delivery.
NDIS Topics
Build Trust & Rapport
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Adopt the Trusted Advisor mindset to strengthen participant relationships
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Connect authentically with participants, families, and support networks
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Personalise every conversation while meeting NDIS compliance standards
Guide Service Decisions
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Ask the right questions to uncover participant goals and priorities
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Read and respond to verbal and non-verbal cues
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Manage concerns, objections, and expectations with professionalism and empathy
Communicate with Impact
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Present your services and value with clarity and confidence
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Navigate funding and plan conversations with transparency
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Ensure seamless communication and handover across all teams
Convert & Retain
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Turn enquiries into active participants naturally and ethically
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Maintain trust through every stage of the participant NDIS journey
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Grow service utilisation by aligning support conversations to participant needs
Grow Referrals & Partnerships
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Build strong relationships with coordinators, referrers, and community groups
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Stay top-of-mind with consistent, valuable engagement
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Leverage partnerships to increase high-quality referrals
Lead with Purpose
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Balance empathy with commercial and organisational goals
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Coach teams to embed proactive participant-centred practices
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Represent your organisation’s values and purpose with pride at every interaction
CUSTOMER SERVICE
1 DAY
Create Moments
that Matter
AGED CARE
2 DAYS
Sell with integrity
Be the Trusted Advisor
TOURS
1 DAY
Lead Engaging Tours that
Connect & Convert
NDIS
2 DAYS
Support, Educate & Convert with Confidence as the Trusted Advisor
› Director of First Impressions
› Brand ambassador – championing company values
› Authenticity
› Trust & rapport
› Engaging customers
› Conveying certainty & confidence in your service / product
› Commerially minded
› Communication excellence
› Active listening
› Reading others
› Mindset
› Beliefs & biases
› Projection
› Accountability
› Empathy
› Body language & eye contact signals
› Emotional intelligence & reading people
› Power of language
› Professional phone & email interaction
› Transfer of relationship
› Manage & exceed client expectations
› Complaint handling & problem solving
› Creating positive & memorable experiences
› The x’ factor of proactive service
› Lasting impressions – be the reason they return
› Conducting client lifestyle centred communication with commercial acumen
› Director of First Impressions: setting your organisation apart
› Being a proud ambassador – reflect your service values & purpose
› Relationship building: trust & rapport
› Incoming enquiries are leads: shifting from information transfer to solution offering with intent
› Handling leads proactively: timing, priority & urgency
› Meaningful, conversational needs exploration
› Authentic engagement vs compliance checklist
› Effective questioning: real needs vs biases & assumptions
› Active listening
› Why us: aligning services, unique selling points, features & benefits to client needs
› Emotional Intelligence
› Reading people: emotions, values, motivators & beliefs
› Eye contact & non- verbal signals
› Uplifting language that reassures and empowers
› Uplifting language that reassures and empowers
› Conveying value before costs
› Proactive service mindset all times
› Professional phone & email interaction
› Educating & guiding with clarity
› Reframing changes as opportunities
› Understanding mindset & beliefs around money
› Confidence to navigate financial discussions: funding optimisation & top ups
› Managing expectations & boundaries
› Handling client fear, resistance & objections
› De-escalation techniques for emotional and overwhelmed clients
› Time management: care & efficiency
› Service consistency: cross-team & client touch points
› Creating tours that resonate and wow
› Follow up: nurturing leads & adding value
› Managing multiple decision makers
› Controlling value- led conversation towards next steps & conversion
› Lasting impressions: be remembered​
› Plan & prepare
› Pre-tour calls that ‘pre-sell’
› Director of First Impressions: engagement that sets your organisation apart
› Rapport & trust
› Being a proud ambassador – reflect your service values & purpose
› Conversational exploration: authentic questions to uncover true client and family needs, values & preferences
› Personalise: align with the client & family priorities, likes & lifestyle
› Reading & adapting to people’s communication styles
› Body Language: encoding & decoding
› Why us: showcasing benefits & value over features
› Mindset: empathy & authenticity
› Inclusivity: engaging all decision makers for collective emotional buy-in
› Interpersonal skills: power of reaffirming language & reframes
› Confidence to naturally lead conversation to ‘sign- up’ or next step
› Lasting impressions& positive impact
› Balancing care and client-centred communication with commercial acumen
› Director of First Impressions: service that stands out
› Being a proud ambassador – reflect your organisational values & purpose
› Build relationships: trust & rapport
› Leads: proactive, timing, priority & urgency
› Incoming enquiries: shifting from information transfer to solution offering
› Goals & outcomes conversation focus: capacity building & independence support
› Professional phone & email communication
› Authentic approach vs scripted checklist
› Meaningful discovery: reveal true needs, goals, values & beliefs
› Active listening & reading people – spoken & unspoken messaging vs assumptions
› Service mindset
› Communication styles: observing & adapting
› Spotting hooks & opportunities to offer relevant service integration
› Lasting impressions to inspire confidence
› Emotional Intelligence
› De-personalising objections
› Handling fear, resistance and overwhelm calmly
› Solution selling: outcomes, value & benefits over costs
› Why us: know your USP, features & benefits, points of difference
› Language that empowers
› Managing expectations
› Educating & guiding that gets ‘buy-in’
› Cross-team service consistency at every touchpoint
› Understanding mindset & beliefs around money
› Discussing funding with confidence
› Effective follow up: nurturing leads with helpfulness & clarity
› Leading and controlling value- based conversations to next steps and sign-up
› Customer loyalty & retention
› Time management
› Business Development – partnership and collaboration
› Client Acquisition: building referral network & leads
Sales, call & contact centre, customer service, intake, rostering, case managers
Home care packages HCP, retirement & independent living, residential aged care, respite care
Call centre/customer service & support/administration Support coordinators/case & plan managers/allied health providers/service providers
NDIS suppliers: sales reps/BDMs/consultants
Some of our Clients
What directors say…
Jackson Prasad
Team Leader
Benevolent Society
★ ★ ★ ★ ★
Since 1813, The Benevolent Society has been supporting communities with care at the heart of its operations. With many team members coming from backgrounds such as…
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social work, an ongoing question emerged: how can this compassionate workforce effectively communicate the organisation’s values and service features, especially when navigating conversations that may be perceived as ‘selling’?
To address this, The Benevolent Society engaged Charmaine Keegan from Smarter Selling, whose approach had previously impressed other leaders and came highly recommended.
From the outset, Charmaine demonstrated a deep understanding of the organisation’s goals, taking the time to connect with leadership and actively listen to client interactions. This foundation allowed her to develop a customised, impactful program that aligned with the organisation’s language and ethos.
Her sessions focused on building confidence and shifting perceptions around what it means to sell ethically and with purpose. Participants responded with full engagement by leaning in, asking thoughtful questions, and embracing the energy of the training. The emphasis remained firmly on understanding and supporting clients, with all learning anchored in client-first principles.
By day two, roleplay exercises brought visible transformation, with participants showing increased confidence and greater comfort in applying their learning. Weeks later, the positive shift in team capability continues to be evident, demonstrating the lasting value of this training initiative.
Adrienne Jerram
Director of Marketing & Customer Experience
SDN Children’s Services
★ ★ ★ ★ ★
We’ve worked with Charmaine since 2017 to support our services, as her approach is around being your authentic self and engaging with families with integrity. She has years of…
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experience in training people to support families, how to communicate effectively and how to be a trusted advisor.
The training covered key connection points, mindset, projection, assumptions, bias, language, intent, reading others and adapting to the families. Charmaine ensures that it’s all about the family and discusses how each touchpoint can wow and excite a family about the centre.
Charmaine’s superpower is bringing passion and excitement to the role we play, keeping everyone engaged, keeping it on point, practical, and relevant and weaving relevant stories. Within an hour you can see a shift in their attitude and intent.
Adrienne Jerram
Jo Ford
General Manager, Cerebral Palsy Alliance
★ ★ ★ ★ ★
Thanks Charmaine and Karen for facilitating a fabulous 2 days of leadership training for our team. Your special attention in meeting with us to prepare ensured that the…Â
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sessions were tailored to the needs of our business and each of the participants. Your passion, enthusiasm and focus on ensuring that we were fully engaged left us all energised and confident to embed the learnings into our work. You will be pleased to hear that we started today with implementing our actions, our first product videos were produced and shared with the team! Thanks again and we look forward to working with you again in the future.