Aged care: consultative engagement & customer service excellence training
We make it easy for your team to engage and emotionally connect with families for a positive commercial outcome.
We teach your team how to understand these needs, how to align with each family/customer and deliver your solution effectively. We make selling easy and comfortable. We equip your team with practical methods to help them sell easily with integrity.
After each workshop our participants say ‘That was so easy. I can engage with a family like that with complete integrity.’
Selling with integrity for aged care teams
Is your team skilled in having deep, meaningful conversations with families and stakeholders?
Do you find yourself asking these questions?
- Can anyone sell? What if they have never sold before?
- Can you have integrity as well as a commercial mindset?
- What does it mean to sell?
- How do we build trust with a client?
- How can we be seen as the Leader?
- How to handle a resistant team who are wary of ‘sales?’ Is it possible for them to even enjoy it – embrace it?
- What are the 3 key things I need to do today to amend our culture and lean into sales?
Watch this video to learn more and hear what attendees say.
Upskill your team with our sales training
Learn simple strategies that are easy to adopt, easy to implement and have immediate results.
How to answer the phone the information to seek to provide the best solution for the family
Know what to say and how to say it
Know what the family/customer needs and expects from you
How to understand and convey your suite of offerings (recognise other opportunities)
How to read what your family/customer is saying
How to be the trusted advisor
Choice – how to be the choice provider (with integrity)
How to manage expectations
How to have conversations that focus on the families need (and not just doing an ‘information dump ‘ of your offering)
Some of our clients
Simon McKenzie
National Sales Manager Burwell
★ ★ ★ ★ ★
We have just had two days with Charmaine, it was dynamic, motivational, and highly useful. She spent time with me and the other leaders…
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to find out how she can best tailor a program to suit our needs. The team of 18 were from across Australia and the training was to upskill as well as bring a universal methodology and common language. Many of the team had years and years of experience and they stepped forward to say it was the best training they had ever had.
She certainly brings a positive energy and makes it interesting, creating lots of mini workshop moments and group work as well as inserting material on NLP, Extended Disc and other modalities to do with how we think and build trust. Reading the room and changing it up – she kept our interest the whole time.
Overall, we see ourselves as Trusted Advisors so this approach aligned with our values – and importantly the team all emerged positive and confident with a clear plan and process. Thanks Charmaine!
Simon McKenzie, National Sales Manager, Burwell
Tom Pospieszny
National People & Culture Manager
Aidacare
★ ★ ★ ★ ★
At Aidacare we believe in our customers having quality products and receiving exceptional experiences with our team…
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With that we take nurturing and developing our team seriously. They are the coal face of our business. For over 6 years we have partnered with Charmaine from Smarter Selling who is a stand out trainer, facilitator and expert Sales, Leadership, Mindset and Communication expert.
Before the program: The thorough pre work (her team visiting our branches, engaging with our leaders about focus areas, outcomes and where to bring value) demonstrated the high care factor and attention to detail.
The program: she delivered 3 exceptional, productive, practical, relevant days across 3 states and 150 people.
Content: The carefully crafted tailored Aidacare program covered a range of key skills to our leaders, brand managers and teams.
Style: This was full participation! Over 50 team members in each state were full immersed, asking questions, getting into groups, work shopping and doing lots of fun role plays to put into practice the mornings lessons.
Charmaine’s obsession: is how people learn, she knows exactly how to get attention, keep it, get you open to a point, buy into it and then practice it. It was masterful.
Outcomes: you can tell by these things how the team react, they were keen to get ‘back into the room’ at the breaks, were lapping it all up, writing lots of notes, having fun and getting tons of value.
I would say it was outstanding.
And now we are on the Academy, which I saw 18 months ago and loved – a full suite of online tools, courses, podcasts, downloadable templates, interactive section – it’s a true masterpiece in enabling the leaders to extend on their learning and use it in their branches.
Overall, Charmaine and her team are kind down to earth people, very easy to deal with, always positive and looking for solutions, professional and certainly practice what they preach.
Tom Pospieszny
National Manager People & Culture
Aidacare
Adrienne Jerram
Director of Marketing and Customer Experience
SDN Children’s Services
★ ★ ★ ★ ★
We’ve worked with Charmaine since 2017 to support our services, as her approach is around being…
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your authentic self and 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
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 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.