Sales Capability

 

A large private aged care organisation engaged Results Care Group to improve its sales financial performance by developing and implementing a tailored sales training and coaching program for its Admission Coordinators.

 

The Need

 

Across each of the organisation’s facilities, the sales approach used varied, sales capability varied, sales financial performance varied, and the customer experience varied. Results Care Group assessed the situation and recommended that an ideal resident profile be developed, each facility to establish their value differentiators, and a training program be conducted to instill a standardised, replicable, and structured sales method that each of the Admission Coordinators would use.

 

The Solution 

 

Results Care Group developed and conducted a sales capability improvement program which included two sales training workshops, individual coaching using real life scenario role plays, and a certification workshop where the participants’ compliance in using the sales method was assessed.

 

The program was structured to provide the information, knowledge and skills required for the Admission Coordinators to be their clients’ trusted advisor, provide a great client experience and for the standardized sales method to become part of their sales skill DNA.

 

 

Outcome

 

Within a short period of time, the organization saw their sales performance significantly improve, with occupancy, and RAD/Bond targets being consistently exceeded; witnessed remarkable personal growth within the Admissions team in terms of their capability and confidence; and received very positive feedback from customers on the engaging and trust inspiring approach being used by the Admission Coordinators.