Account management training that turns every account into a trusted partnership
ALIGN Customer Experience™ gives your account team one conversation framework for every client interaction: understanding what each client wants to achieve, solving their problems, building trust and helping them reach their goals.
About This
Training Programme
When products and prices can be compared in seconds, the quality of the conversation is the competitive advantage. Your account managers hold the conversations that decide whether a client renews and grows.
ALIGN Customer Experience™ is built on a conversation framework: Aim, Listen, Illustrate, Guide and Next Steps. Your team plans each meeting with a clear objective, asks questions to understand where the client is now and where they want to be, shows how your solutions close that gap, works through barriers and concerns, and agrees next steps with an owner and a date.
The Value Differentiation Model shows your team how to move each relationship towards the trusted partner position, where strong relationships meet real problem solving. Your account managers learn to raise difficult subjects early, add value and protect clients from risk.
The scenarios are your accounts, your clients and the conversations your team is avoiding. The same coaching structure also supports contact centre teams and retail and branch teams, and sits within our wider customer service training.
Do these account management problems sound familiar?
Account managers carry the client relationship and the revenue behind it. Your people want a simple structure they can rely on. You need one way to give every client the same standard of care.
Quality changes with the account manager
Client meetings vary with who leads them and how much time they had to prepare, and whatever a team tolerates becomes normal.
Meetings become status updates
Conversations stay on delivery and renewals while the client’s goals keep changing, so recommendations arrive before anyone has fully understood what the client wants to achieve.
Value goes unexplained
Clients receive activity updates and judge the relationship on price at renewal, because the value delivered is rarely tied back to their goals.
Difficult conversations get delayed
A missed deadline or a price increase is easier to avoid than to raise, and small issues grow while the relationship stays comfortable.
Meetings end without a next step
Everyone leaves feeling positive, then the action has no owner or date and momentum fades.
Proven Results, from Real Names in the Business World
No made-up stats, no industry averages. Every number below came from a real client, and we’ll tell you exactly who on the call.
Preliminary ROI achieved by Hudson Recruitment within one quarter of rolling out Align Selling across their Australasian offices.
Sales Calls
Client Visits
New Jobs
End of Q1, reported by Hudson L&OD
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Deals closed per month by Honeycomb Construction after completing the Align Selling programme, up from zero formal sales training beforehand.
- 3x increase in pipeline
- Consistently high incr in revenue
Managing Director, Honeycomb Construction
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ROI delivered for Collaborative Consulting within weeks of finishing the programme, using a sales process simple enough for sceptics to adopt fast.
Financial Industry
Managing Director, Collaborative Consulting
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An 8 Week Programme
An eight-week programme, starting after your first conversation details are finalised, from workshop to graduation.
A one and a half day foundational workshop, then seven weekly 90-minute application sessions, then graduation. A diagnostic runs before the workshop and a re-measure follows graduation.
Delivered in person, virtually as three half days, or blended across the two. We work across the globe.
For an Account Team
Run the programme in-house for your whole account team, built on your real accounts and the clients you are actually managing. Everyone learns the same approach at the same time, so a client gets the same experience whoever looks after them.
Delivered at your premises anywhere.
For Account Managers Across Regions
If your account managers are spread across offices or work largely from client sites, the programme runs virtually or blended. The weekly 90-minute sessions work well remotely, and they give a dispersed team the shared standard they usually lack.
From People Who Manage Accounts
Real results, from the people who lived them. No spin, just what changed after the training.
Kicking myself for not doing this sooner!
Simple and effective sales process that works for beginners to veterans. Went from closing 11 deals per month to 19.
Honeycomb Construction
William Lin
Managing Director
“Megan from Align Training was engaging and very interested in delivering the right training to suit our company’s specific needs. Highly recommend their services and will definitely be using them again in the future.”
Rachel Beechey
Director, Rose’s Alteration.
“I am a small business owner. I have been in business since 2017 with no sales training. I went on the Align Selling Sales Training Course in June 2023 and couldn’t recommend it enough. Within the duration of the course, I have gone from closing 11 deals per month to 19! They have a simple and effective sales process that works for beginners to veterans.
By changing the way I think about sales, I’ve also tailored my approach to each customer because of this course. Even my wife commented on how my sales calls have dramatically changed! Kicking myself for not going sooner with the thought of those lost customers. Very impressed and highly recommend to small/ medium business owners!”
William Lin
Managing Director, Honeycomb Construction
“I have never, ever had a staff member participate in work-based training and so positively rave about it!!! We now have all of our Facilitators very keen to receive similar training. A particular challenge for Facilitators is managing staff who are generally part-time, mostly working independently and very little face to face connection with their manager let alone colleagues or anyone else in the company. The skills developed through your training positions managers very well to be effective in this situation.”
Karen Wilton
Systems Transformation Manager, NZ Health Group Healthcare
“We are in the final stages of rolling out our new CRM, and I am really proud of the end product which has our sales framework prompts throughout. In addition, we plan on launching the PolyNovo Playbook and running a pre-call planning workshop at our Half Year Meeting next week. Thanks to you, all of that is now possible!”
Valerie Young
Sales Director PolyNovo Healthcare
“I completed the Sales training course through Align Training recently, thoroughly enjoyed it. Great content – walked away with a huge amount of knowledge, sales confidence and a bunch of ways to improve our sales approach and process.
Thanks Megan and Luke – will be back for other course in the future for sure.”
Jordan Statham
Managing Director, The Conduction Company, Electrical.
“Fantastic facilitators! Would recommend to anyone looking for some structure in the sales process.”
Desmond Nash
Group Account Director, Acumen, PR and Media.
Organisational Benefits of Sales & Service Training for Account Managers
ALIGN Customer Experience™ gives your teams one framework, and it lifts the quality of every customer conversation:
48.2% year-over-year increase in sales
Structured conversations turn more prospects into paying customers, not just more activity.
196% increase in cross-selling opportunities
Teams that understand the whole account spot more ways to add value, and more reasons for the customer to say yes.
23% increase in revenue within 6 months
Results show up fast because the training changes behaviour from the first workshop, not months later.
Customer satisfaction up from the 12th to the 93rd percentile
When selling stops being transactional, customers notice, and it shows in how they rate the experience.
Your customers arrive informed. The conversation is where they decide.
Customers research and shortlist on their own, increasingly with AI, long before they meet your team. When they reach a salesperson, they are checking whether what they have read holds up. That conversation is the part you can train.
AI answers product questions. Customers still turn to a salesperson to diagnose the problem, reduce the risk in a decision and build trust. That conversation is the one we train.
FAQs
Frequently Asked Questions
Straight answers on time, cost of attention, and what actually changes in your selling. Still unsure? Talk it through with us.
How is this different from sales training?
Sales training is about winning new business. This programme is about keeping and growing the business you already have: understanding what a client is trying to achieve, raising problems early, and building a relationship that renews without going to tender. If your team needs both, they are separate programmes, and we will tell you which to start with.
Our account managers are experienced. What will they get from it?
Experienced account managers are usually strong on responsiveness and weaker on the proactive conversations, such as raising a problem first or asking what has changed in the clients business. The programme works on their live accounts, so they apply it to real relationships from the first session.
How do you prove it worked when renewals take a year?
It is the fair question for this audience. We baseline retention, account growth and client satisfaction before the workshop, and at eight weeks we re-measure behaviour and early indicators rather than claiming a full renewal cycle has turned.
How long is the programme?
Eight weeks. A 1.5-day foundational workshop, then seven weekly 90-minute application sessions, then graduation.
Can you run it for a team spread across offices?
Yes, virtually or blended. A dispersed account team is usually the one with the least consistency, because they never see each other work, so the weekly sessions do more for them than for a team sitting together.
Book a 20 Minute Discovery Call
A no-obligation chat about where your team’s losing deals, and we’ll tell you straight if we’re not the right fit.
- We will ask about your win rate, your sales cycle and where deals stall
- You will get an honest read on what is actually causing it
- Ballpark pricing on the call, so there are no surprises later