Lets have a Conversation A Care Conversation Leonie

Let’s have a Conversation A Care Conversation Leonie Price and Helen Brightman BOOM! Sales Training 1

Overview • The response of Benetas to the home care packages reform • The design and delivery of sales training for home care staff • How we stayed “on mission” in an increasingly competitive marketplace BOOM! Sales Training 2

The Why? The Aged Care world has changed How to survive a consumer driven market? How to take our clients off the market? BOOM! Sales Training 3

Sales Training ? ? !!!! I’m not a salesperson What do you mean sales training? ! This is not what I signed up for We are no longer in the business of caring BOOM! Sales Training 4

The BOOM! Proposal To empower the Benetas team with an inspiring client engagement method they can harness to enhance their individual and team sales performance. To drive client engagement, sales process effectiveness and develop deeper client connections that inspire fierce loyalty. … And we were Sold! BOOM! Sales Training 5

Preparation is an activity ! Dare to Prepare! BOOM! Sales Training 6

“A real conversation always contains an invitation. You are inviting another person to reveal herself or himself to you, to tell you who they are or what they want” David Whyte BOOM! Sales Training 7

The Care Conversation Workshop Insert image here The Care Conversation is a proactive method that consists of 7 key integrated steps BOOM! Sales Training 8

Training Deliverables • Understand what business you are really in and who your clients are. • Develop the skills and tools to proactively lead a Care Conversation, engage the client and inspire them to action. • Adopt Masterful Questioning and Heart Listening™ to go deeper to uncover the client’s unstated needs, triggers and drivers. • Identify a client's buying signals and move through their objections with empathy. • Drop into ‘Share’ to deliver critical information that genuinely addresses the client's needs and aligns benefits to drivers. BOOM! Sales Training 9

We did not remove choice Learnt to encourage and influence our clients What does it mean to choose Benetas? BOOM! Sales Training 10

Leading the Care Conversation Workshop Teaching our team leaders to implement and sustain the Care Conversation and integrating the Care Conversation methodology and language into our key leadership activities Retention via consistency and repetition BOOM! Sales Training 11

Our Success • Significant increase in internally delivered service hours • BOOM! conversations around the office • Excitement and Engagement of most staff • • The BOOM! notepad “I BOOMED! a client today” Culture Shift Better understanding of job role in the new world BOOM! Sales Training 12

Staying on Mission …to respect, include and value older people Benetas Values • Respect: We take the time to understand value each person and respecting their choices • Responsibility: We act with integrity toward our clients, their families and carers, our supporters and the broader Anglican community • Community: We strive to build strong relationships and communities of interest among all stakeholders by working together in an open, involving way • Spirit: We build a positive, energetic culture dedicated to creating fulfilling life experiences for older people We want people to have a positive and fulfilling experience, to enjoy living and have good people around them as they age with us - we want them to live life in good company. BOOM! Sales Training 13

The Benetas Home Care Vision BOOM! Sales Training 14

Thank you. Any questions? BOOM! Sales Training 15 15

www. benetas. com. au BOOM! Sales Training 16