Aged Care
Sales & Influcing capability partner
Specialising in Support at Home
(Utilising the package)
& Residential Aged Care (HELF)
Be the Trusted Advisor
Establish trust & credibility from the first point of contact
Inform & guide with purpose
Sell naturally with integrity
Stand out as the provider of choice
Support at Home
Maximising Packages
Assisting your team to naturally and with ease assist the participant so they live a longer, healthier, more independant life at home.
- Participant signing up with you
- You becoming their only provider, (having all their services through you)
- Maximising their package
- How to handle tricky situations (participant not wanting many services)
- Getting out of ‘default’ same cookie cutter of services
Retirement Village
Tours that sell
Tours that convert are thought out, tailored conversations that take into account the clients situation, needs, concerns and beliefs.
- Awareness around your (and your clients) bias/beliefs
- Language that ensures the client is ‘onboard’
- Knowing how to do a tour that ticks every box
- Keep eye on the ‘community’ and the features & benefits (as appose to the ‘room’)
Aged Care Residential
Selling HELF
Empowering Residential teams so that they find HELF an easy, natural conversation:
- Signing up New Residents
- Positive conversation with Current Residents so that the transition over is seamless
- Tours that convert
- Mindset over financials (not deciding on behalf of the client if they can afford it).
- Bias, Beliefs and langauge
Trust Advisory Framework™
A High-Performance Communication Framework for Aged Care
The TRUST ADVISORY™ Framework is designed to give your team a clear, human way to engage with older people and their loved ones — with empathy, confidence, and professionalism.
It provides a practical structure and language for navigating sensitive, emotional and often complex conversations, so your team feel equipped and confident.
T – Trusted Advisor Mindset
R – Rapport & Relationships
U – Understand (Exploration & Listening)
S – Solutions through Education
T– Transition to Outcomes
Unlock Value for Clients
We are known as the aged care specialists in helping providers unlock value for clients benefiting both the client and the organisation
Our engaging, tailored Aged Care programs provide your teams a practical structure, a robust universal process, and a shared language — so they can do their role with confidence, clarity, and consistency.
CURRENT AGED CARE PROGRAMS IN DEMAND:
Support at Home: More services, more utilization of the clients package
Retirement Village: Tours
Residential Aged Care: HELF (new resident signing up/transfering over current resident)
Residential Aged Care: Tours
Empowered confident teams that convert
We make conversations about aged care feel natural, respectful, and professional. Your team are equipped with an authentic, practical communication framework to confidently navigate complex, emotionally charged discussions — presenting your value and solutions with clarity, certainty, and integrity.
The result: stronger trust with families, better alignment between needs and services, and sustainable outcomes for both your clients and your organisation.
We specialise in robust, repeatable Aged Care strategies I.e. Trademark frameworks:
- The Trusted Advisor™
- Funnel™
- Observe & Adapt ™
- AGED CARE TRUST Advisory Framework™
This months aged care programs
Aged Care Topics
Build Trust & Connect Meaningfully
- Adopt the Trusted Advisor mindset with warmth and empathy
- Build instant rapport with tone, body language, and presence
- Personalise conversations while maintaining compliance
Guide Families Through Complex Decisions
- Ask the right questions to uncover true needs and motivators
- Interpret emotional cues and adapt to different personalities and family dynamics
- Manage objections and expectations calmly and professionally
Communicate with Clarity & Impact
- Present your value, services, and differentiators with confidence
- Use clear, respectful language across all communication channels
- Maintain seamless handover and service consistency across all teams
- Navigate cost and funding conversations with ease
Convert Interest into Commitment
- Turn enquiries and tours into clients naturally and ethically
- Confidently close while maintaining trust and integrity
- Increase sign ups and occupancy through positive, client‑focused engagement
Strengthen Relationships & Grow Referrals
- Nurture leads and maintain engagement during decision periods
- Build trusted partnerships with referrers and third parties
- Be seen as the credible expert families can trust
Ambassador & Embed Commercial Awareness with Care
- Shift from task‑based to outcome‑driven conversations
- Balance empathy with commercial priorities
- Represent your organisation 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…
Melissa Simpson
Chief Customer Officer
Feros Care
★ ★ ★ ★ ★
I have a team of over 40. I used Charmaine because I needed her to help me “create” a sales team from existing team. Her pre-work and investment of her personal time and energy…
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was unbelievable. She went to incredible lengths to understand me , my managers, our business, each of the individuals so that on the day she knew all of the nuances of the business and the team members. Charmaine delivers the content so that it is fun, enjoyable and with credibility because of her incredible preparation. And of course her experience means she adapts as the day rolls along. I would recommend Charmaine without hesitation.
Charmaine’s style was all about being authentic with integrity, values that we uphold here at Give a Care. Charmaine’s style is upbeat, engaging, informative, insightful and interesting. The team opened up, learnt how to overcome obstacles and be comfortable doing so. We got so much value, the outcomes are a noticeably outward facing empowered team, pro-actively thinking outside the box in extending our community reach, delivering clear messages about the essence of our service being about helping people, our clients and their families.
Monisha D'Souza
Deputy General Manager
The Benevolent Society
★ ★ ★ ★ ★
Over 40 staff from The Benevolent Society attended the two-day sales training provided by Smarter Selling, and the feedback was overwhelmingly positive…
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Charmaine was extremely engaging, dynamic, and humorous, making the sessions both enjoyable and impactful. The training was packed with practical tools and insights that our team found highly relevant and applicable. Many staff commented on how informative and helpful the content was, particularly in building confidence and developing skills to get clients across the line. We would highly recommend this training to any organisation looking to strengthen their client engagement and conversion capabilities.
Adrienne Jerram
Director of 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