Telephone and showround training that helps your team convert with confidence
Your managers and administrators are your sales team, whether or not they see themselves that way. We give them the structure and confidence to handle enquiries well.
What we usually find
Enquiry calls are often answered by whoever is nearest. Showrounds vary by who is leading them. Follow-up depends on memory. Good people are doing their best without a method.
What changes
A team that answers every enquiry warmly and consistently, leads showrounds that focus on the family's situation, and follows up in a way that feels helpful rather than pushy.
What the work involves
Enquiry conversations
Answering the call, listening for the real situation, asking the right questions and offering a clear next step.
Showrounds
Preparing, welcoming, structuring the visit around the family's needs and closing with a plan.
Follow-up
What to say, when and how, using the materials and sequences from the wider programme.
Delivery format
Half-day or full-day workshops per home or region, followed by one-to-one coaching and observed practice.
Materials
Simple guides, prompts and checklists that stay on the desk after the training.
Outcomes
Confidence, consistency and a measurable lift in enquiry-to-showround and showround-to-admission rates.
Why this matters in care
The showround is where families decide. A manager who can talk about the family's situation rather than the building, and who knows how to follow up, converts more admissions without any additional marketing spend.
How it fits
Training is part of the enquiry conversion work within the partnership and follows on from mystery shopping and the Enquiry Conversion Review. It can also be booked as a standalone session.
Finding where families were being lost between enquiry and admission
Plenty of enquiries, too few admissions. An Enquiry Conversion Review and training gave the team a method and directors a clear picture.
Sally is refreshingly direct and straight talking for a marketing person. At the same time, she's easy to work with and fully engaged with the trials and tribulations of the board.
Questions about telephone and showround training
Who should attend?
Is this delivered in person?
How do we know it worked?
One practical idea, every week
Written for owners, directors and marketers in care. Each edition gives you one thing to do that week, one example of it working and one question to ask your team. No spam. We're too busy filling empty beds.
Let's talk about telephone and showround training
Tell us about your homes and what you have tried. We will say plainly whether this service is the right place to start, or whether something else would move occupancy faster.