Training a new sales hire is one of the most important investments you’ll make in your business growth. A well-trained salesperson doesn't just bring in revenue; they protect your brand's reputation and ensure your Brisbane customers have a consistent, professional experience every time they engage with you.
Most small business owners make the mistake of 'shadowing'—letting the new person follow them around for a few days and then throwing them into the deep end. This usually leads to burnt-out staff and lost leads. This guide will help you build a structured, repeatable training system that works.
Prerequisites: What you’ll need before they start
Before your new hire walks through the door (or logs into Zoom), make sure you have these ready:- A written Sales Process: A simple map of how a lead becomes a customer.
- Product/Service Cheat Sheet: A list of what you sell, the pricing, and the key benefits.
- CRM Access: Whether you use HubSpot, Pipedrive, or a simple spreadsheet, have their login ready.
- A 'Buddy': If you have other staff, nominate a mentor. If you’re a solo founder hiring your first person, that’s you!
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Step 1: The 'Culture and Context' Immersion
On day one, don't talk about quotas. Talk about your 'why'. Australian customers, especially in the B2B space or local service industries, value authenticity. Your new hire needs to understand the heart of the business.Explain who your ideal Brisbane customer is. Are they busy tradies? Property developers in Fortitude Valley? Families in the suburbs? Explain the problems you solve for them.
Pro tip from experience: Share a story of a time a customer was thrilled with your service. It sets the emotional benchmark for how they should treat every lead.Step 2: Product Knowledge (Beyond the Brochure)
Most people skip this or make it a boring reading task. Instead, give them a 'Product Scavenger Hunt'.Ask them to find the answers to common customer questions:
- "Does this price include GST?"
- "What is our lead time for delivery to the Gold Coast?"
- "What happens if the product breaks under warranty?"
Step 3: Mastering the Tools of the Trade
This is where most people get stuck, and honestly, the interface of most CRMs doesn't help. Spend a solid two hours just on your CRM and communication tools.Show them how to:
- Create a new contact.
- Log a phone call (this is vital for tracking!)
- Move a deal from 'Lead' to 'Quote Sent'.
- Use your email templates.
Step 4: The 'Shadow and Reverse-Shadow' Phase
This is the classic 'I do, we do, you do' model.- I Do: They watch you take three sales calls or meetings. They should just take notes.
- We Do: You do the meeting together. Maybe they handle the intros and the 'about us' section, and you handle the technical pricing.
- You Do: They lead the meeting, and you sit in the corner with your mouth shut. (This is the hardest part for any business owner—resist the urge to jump in!)
Step 5: Handling Objections the 'Aussie' Way
We Australians have a very low tolerance for 'pushy' American-style sales tactics. We value honesty and 'no worries' service.Role-play common objections like:
- "You're more expensive than the mob down the road."
- "I need to talk to my partner/boss first."
- "I'm not ready to start until after the EOFY."
Step 6: Understanding the Local Landscape
If your business operates in South East Queensland, your staff should know the local context. Do they know the difference between a lead in Ipswich versus a lead in Ascot? Understanding local geography and industry hubs (like the Yatala enterprise area) helps build instant rapport with callers.Step 7: The First 'Live' Week and Feedback Loops
Set a very low target for their first live week. Focus on activity (number of calls made) rather than results (dollars in the bank).At the end of every day in the first week, have a 15-minute 'Decompression Session'. Ask them: "What was the hardest question you got today?" and "What did you feel most confident about?"
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Common Mistakes to Avoid
- The 'Dump and Run': Giving them a 50-page manual and expecting them to be ready by Monday. Nobody learns this way.
- Ignoring the Admin: Salespeople often hate paperwork. If you don't enforce CRM usage in week one, they will never do it. Ever.
Troubleshooting Common Issues
Issue: "They sound robotic on the phone."- Fix: They are likely reading from a script. Tell them to throw the script away and use 'Bullet Point Prompts' instead. It encourages a more natural, conversational tone.
- Fix: Check their 'Ask'. Often, new staff are afraid to ask for the business. They say, "I'll leave that with you," instead of "Would you like to move forward with this quote today?"
- Fix: This is a documentation problem. Create a 'Living FAQ' document. Every time they ask a question, tell them to write the answer in that document so they (and future hires) have a reference point.
Next Steps
Once your new hire is up to speed, the work doesn't stop. You should transition into 'Sales Management' mode, which involves weekly 1-on-1 meetings to review their pipeline.If you're struggling to find the time to train staff because you're too busy trying to find leads for them to call, we can help. At Local Marketing Group, we specialise in filling the pipelines of Brisbane small businesses so your sales team always has a 'warm' list to work through.
Need help with your lead generation or sales strategy? Contact us today and let’s get your team winning.