Name
Mable
Industry
Technology, Disability & Aged Care
Products and services
Aged care and disability support
Number of employees
400
Website
The challenge
Mable, an online platform connecting people for disability and aged care support, aimed to upskill its sales team as part of a new Sales Capability Framework. The goal was to enhance professional development, boost performance, and improve customer experience by equipping the team to guide customers through a complex, regulated industry. This would help the sales team provide tailored, informed solutions to help customers confidently choose services that best meet their needs.
To facilitate this, Mable implemented a holistic training approach, combining internal sessions, practical on-the-job learning, and self-directed e-learning. However, recognising the need for external expertise, Mable sought focused training in key areas like customer service, sales techniques, influence, and negotiation.
Having seen positive results from previous leadership training with CCE, Mable chose to partner with CCE again. CCE’s ability to customise content, combined with their experienced facilitators and strong coordination, made them the preferred choice.
Our solution
CCE delivered a tailored training program facilitated by Jack Rankin and Eleanor Shakiba, covering four courses:
- Customer Service Excellence Course
- Effective Sales Techniques Course
- The Psychology of Influence Course
- Negotiation Skills Course
These sessions addressed the specific challenges of selling in the aged care and disability sectors. The content combined standard outlines with customised elements to ensure relevance to the team's roles. The Customer Service Excellence and Effective Sales Techniques courses were particularly customised to align with Mable’s regulatory and customer-focused environment.
All courses were delivered online via Zoom, with small, interactive groups of 6-8 participants. Most sessions were full-day workshops, while Negotiation Skills was a half-day to accommodate the team’s needs.
The flexible scheduling and strong relationship CCE built with Mable allowed for regular feedback and adjustments, ensuring the program remained relevant throughout.
The outcome
The training was highly productive for Mable’s sales team, equipping them with practical skills that were immediately applied to their work. Participants found the sessions engaging, with a good mix of theory, practical exercises, and case studies. The program fostered a unified approach, with the team adopting new techniques to manage customer interactions and refine their sales strategy.
Early feedback was overwhelmingly positive. Team members reported improved confidence in handling calls, better objection management, and an enhanced ability to balance customer care with time efficiency. Key outcomes included:
- using targeted questions to identify customer knowledge gaps and provide clearer information
- shaping sales conversations around customer pain points for more meaningful interactions
- applying skills learned from the training to refine scripts and improve call management.
The training also encouraged peer coaching and knowledge-sharing, creating a shared language within the team. Employee engagement increased, with staff appreciating Mable’s investment in their development, and morale improved as the team felt more motivated to tackle new challenges.
Mable expects long-term benefits from the training, including higher retention, improved customer satisfaction, and a more empowered salesforce ready to navigate the complexities of the aged care and disability sectors.
“I think the courses were really good and super useful, especially for those of us on the front line of sales.
What really stood out for me in the Effective Sales Techniques Course was learning how to handle objections using the words "feel, felt, and found." This might sound simple, but I've been applying it in my day-to-day sales life, and I’ve found that our clients feel heard and more appreciated. I also learned to switch between Situation and Problem questions more often.
In The Psychology of Influence Course, "defining your desired outcome" using the sentence formula was super effective for me. I also learned about the main driver of crucial influence models, and I now keep Cialdini’s six principles of influence in mind”
Richy Ng – Team Leader, Coordinator and Organisations
“The Effective Sales Techniques course run by Jack Rankin was a refreshing, hands-on approach to implementing the sales capability framework. During the August town hall, I shared how I used SPIN selling to resolve a customer's concerns by asking the right questions, helping her feel more confident in choosing her own workers based on shared interests and goals.
Coming from a background in selling advertising media, I was eager to learn how to apply these techniques in the NDIS and aged care sectors. Jack delivered practical sales techniques that can be used across the sales department, whether in B2C, B2B, or Community Sector Partnerships. He emphasised that a good sales conversation should feel natural and two-way, ensuring the customer feels understood, not 'sold to'.
Jack’s experience in media resonated with me, and he provided plenty of relatable scenarios. I feel confident that by utilising this framework, we can deliver significant growth across the sales team.”
Shakira Wood – Client Specialist