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 one-day program 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
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.