Customer Experience & Sales Workshop – NEW

Growing a business isn't just about making more sales. It's about creating an experience customers want to come back to, communicating your value with confidence, and building a consistent pipeline of opportunities.

This practical two-day workshop has been designed for business owners and customer-facing professionals who want to strengthen the commercial fundamentals that drive sustainable growth.

Rather than focusing on sales tricks or theory, participants will apply practical tools and frameworks they can implement immediately. They will leave with a clearer understanding of their customers, greater confidence in commercial conversations, and a practical action plan to grow their business.

Designed for
This workshop is ideal for:

Business owners looking to grow their business
Sales professionals wanting to strengthen their commercial capability
Account and relationship managers
Business development managers
Customer-facing team members
Professionals responsible for winning, retaining or growing clients

Whether participants are new to a customer-facing role or have decades of experience, the workshop focuses on the timeless fundamentals that underpin commercial success.

Learning content
Session 1. Design an Experience Customers Remember
Participants begin by assessing the current customer experience within their business before exploring what creates truly memorable experiences. Topics include:

Customer Experience Self-Assessment
What Customer Experience really means
The 1–5 Customer Experience Scale
Moments that Matter
Creating more memorable experiences

Session 2. Understand Your Customer Better Than Anyone Else
Great sales begin with genuine customer understanding. Participants develop practical customer personas before exploring what motivates customers, how they make decisions, what pressures they face, and how they define value. Topics include:

Building customer personas
Needs, desires and pain points
Buying motivations
Commercial understanding of customers
Developing a consultative sales mindset

Session 3. Communicate Value with Confidence
Participants complete a Commercial Capability Self-Assessment before developing the communication skills that build trust and influence. Topics include:

Communicating value clearly
Developing a compelling value proposition
Storytelling in business
Authenticity and credibility
Energy, confidence and presence
Asking better questions
Building stronger commercial conversations

Session 4. Create Sustainable Business Growth
The final session focuses on building a repeatable approach to generating new opportunities and strengthening existing relationships.
Topics include:

Lead generation fundamentals
Referral strategies
Networking with purpose
Building a personal brand
Elevator pitches
Handling objections confidently
Preparing for customer meetings
Developing consistent business development habits

Learning outcomes

Understand what creates exceptional customer experiences and how these influence loyalty and referrals.
Identify opportunities to improve the customer journey.
Develop practical customer personas that build stronger commercial understanding.
Better understand what matters most to their customers and how those customers define success.
Communicate their value proposition with greater clarity and confidence.
Build more authentic and effective commercial conversations.
Strengthen their personal brand and professional network.
Generate more opportunities through referrals, networking and proactive business development.
Leave with a practical action plan they can immediately apply within their own business.

Facilitators: Vaughan Fleming and Kathryn Peat

Duration Two days

Learning approach
This is a highly interactive workshop designed around practical application rather than presentations. Participants will: