Aged Care
Be The Trusted Advisor
Sales, Communication & Influence
Connect & engage with authenticity & memorable impact
Establish trust & credibility from first point of contact
Inform & guide with purpose
Sell naturally with integrity
Stand out as provider of choice
ABOUT THE PROGRAM
An engaging, tailored program that gives your Aged Care teams the confidence, skills, and structure to be Trusted Advisors – balancing compassionate conversations with commercial awareness – so they can successfully match your services to each family’s unique needs and values.
THE OUTCOME
We make selling easy and natural for your team – equipping them with an authentic, practical communication framework to handle complex aged care conversations with ease and professionalism – presenting your value and solutions with certainty and integrity. Creating successful outcomes for your aged care clients and your organisation.
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
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-…
Read more
work and investment of her personal time and energy 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.
Tracey Holland
Group Head of Sales & Customer Relations
IRT Group
★ ★ ★ ★ ★
My team of 9 have just had 2 days of sales and customer engagement training. We are the first port of call for any current…
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or potential customer.
Charmaine lead the team to understand how to engage with the customers professionally, how to build trust, how to best look after them, how to ask questions and listen effectively.
Her upbeat, inspiring manner got them thinking about how they go about their day to day and how to be more effective.
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…
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engaging with families with integrity. She has years of 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
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 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.
Mark De La Mare, Group Head of Sales at IRT Group
I have just had training for my sales team of 36 with Charmaine. I found this training useful, easy to understand, practical and relevant. Charmaine went to a great deal of effort to understand a very complex business model and adapted and tailored her training accordingly. Charmaine has fantastic stories and examples to drive the message home, her energy is infectious and she really brings the crowd to life. The team are now empowered, and confident.
Colin Hills, Head of Strategy and Innovation, IRT
In February 2017 Home Care services for seniors changed significantly forcing providers to consider how they identify, attract, convert and retain customers. To continue to grow our business we knew we had to accelerate the existing “selling and marketing” capabilities of our team.
To adjust quickly we needed an outside expert to help us. After meeting Charmaine from Smarter Selling (who kindly phoned me back whilst on an international business trip) I knew that the content of her programs, her personal experience and ability to match our team needs to her programs I had found the outside expert to help us.
Within the last twelve months Charmaine has delivered four programs to several areas of our business. Many staff still talk about both Charmaine and the content of her training. It is the only training where at 5pm on Day 3 of training I’ve witnessed the entire group all wanting more of Charmaine’s knowledge and training. I’d describe Charmaine’s workshops as fun, very interactive, engaging and very adaptable based on the group needs.
The added bonus with Smarter Selling is Charmaine does not become a stranger once the training concludes. Recently Charmaine has launched her online training portals to supplement or refresh the workshop content so skills are not lost, an option we definitely went with to keep momentum going.
One misconception could be that the Smarter Selling programs is only for sales peoples. The realisation I came to after attending the training was that the skills are applicable to a much broader audience wanting to improve or refresh their customer engagement skills.
Charmaine and her team have added huge value to our team and I am confident any organisation wanting new and or happier existing customers then Smarter Selling has the program and trainers that will add value.
Tracey Holland, Customer Relations Manager, IRT
My team of 9 have just had 2 days of sales and customer engagement training. We are the first port of call for any current or potential customer.
Charmaine lead the team to understand how to engage with the customers professionally, how to build trust, how to best look after them, how to ask questions and listen effectively.
Her upbeat, inspiring manner got them thinking about how they go about their day to day and how to be more effective.
Vangie Weir, Community Manager IRT
I am a Community Manager at a large aged care organisation. We completed our training with Charmaine a few weeks ago.
Charmaine has a warm and uplifting demeanour which puts you at ease. The team and I found her to be extremely knowledgeable in the aged care sector, really relating lessons to day to day scenarios.
The sessions were very well delivered and informative and we did a lot of two way discussions (we were very involved). With each session we were armed with practical outcomes.
Easy to engage with, Charmaine made it about us and answered questions easily. She seamlessly pulled in extra topics as needed. A true aged care communication expert.