New Employee Training Checklist For Sales Teams

If you’re not effectively training your new B2C sales employees, you’re setting yourself up for failure. 

Why? 

Because you’re not giving them the jumpstart to sell with the conviction and confidence they need to convert people into paying customers. You’ll have to repeat the answers to questions they should already know, and their behaviour will be hugely misaligned with your ideal customer journey. 

Implementing a new employee training checklist for your B2C sales teams gives your managers a comprehensive guide to ensure that no important information is ever missed.

This means your new sales associates will benefit from:

• Incredible product knowledge from the get-go - new sales employees need to learn about the company's products or services, their features, benefits, and how they solve customers' problems. By providing product training, sales reps can effectively communicate the value of products to customers.

• Better sales techniques - sales training equips new employees with the skills and techniques necessary to sell effectively. They can learn about the different stages of the sales process, how to handle objections, how to negotiate, and how to close deals.

• Improved motivation -  training new sales employees can motivate them to perform well because effective training can help to build confidence, reduce stress, and increase engagement, leading to improved job satisfaction and better sales results.

You’ll benefit from:

• A solid company culture - Training new sales employees also helps establish the company's culture and values. Sales training should include an overview of the company's mission, vision, values, and customer service philosophy.

• The achievement of sales goals - each sales organisation has specific sales goals they aim to achieve. By training new sales employees, they can learn about the company's sales targets, strategies to achieve them, and the metrics used to measure success. This makes them more likely to hit those ambitious targets you set out for them. 

So, if you’re looking for a new employee training checklist for your B2C sales team, we’ve got you covered. We’ve compiled a list of 100 questions you can include in your checklist so you can swipe the relevant ones for your business. 

Don’t forget to download your checklist below to save for later

Company Orientation

• Provide an overview of the company's history, products/services, and target market

• Explain the company's sales process and customer relationship management tools

• Product/Service Training:

• Provide an in-depth understanding of the products/services offered

• Highlight the features and benefits of each product/service

• Discuss competitive advantages and disadvantages of the products/services

• Train the employees on handling objections and questions related to the products/services

Sales Training

• Provide an overview of the B2C sales process

• Teach employees how to qualify leads and identify potential customers

• Provide guidance on how to approach customers and make a sales pitch

• Explain how to close a sale and handle follow-up communication

Customer Service Training

• Teach employees how to handle customer inquiries, complaints, and feedback

• Provide guidance on how to manage difficult customers and resolve conflicts

• Explain how to build strong customer relationships and foster customer loyalty

Technology Training

• Train the employees on the company's CRM software and any other sales technology used

• Teach the employees how to use the software to manage leads, track sales progress, and generate reports

• Provide guidance on how to troubleshoot any technology issues that may arise

Role-playing and Ongoing Support

• Conduct role-playing exercises to help the employees practise their sales skills and customer service skills

• Provide ongoing support and coaching to ensure the employees are meeting their goals and objectives

• Encourage employees to ask questions and seek feedback on their performance

Understanding the Target Market

• Teach employees about the demographics and psychographics of the target market

• Explain how to conduct market research and gather customer insights

• Provide guidance on how to tailor the sales approach to meet the needs of different customer segments

Sales Metrics and KPIs

• Teach employees about the sales metrics and KPIs used to measure performance

• Explain how to track and analyse sales data to identify areas for improvement

• Provide guidance on how to set and achieve sales goals

• Provide tips on how to manage expectations when trying to hit tough sales goals

Sales Team Collaboration

• Teach employees about the importance of teamwork in sales

• Explain how to collaborate with other members of the sales team to share information and support each other

• Provide guidance on how to work effectively with other departments, such as marketing and customer support

Professional Development

• Encourage employees to continue learning and improving their sales skills

• Provide resources for ongoing professional development, such as books, courses, and webinars

• Offer opportunities for employees to attend industry events and conferences to network and learn from others in the field

Compliance and Ethics

• Teach employees about the legal and ethical standards that apply to sales

• Explain the company's policies and procedures related to compliance and ethics

• Provide guidance on how to handle situations that may involve ethical or legal dilemmas

Time Management

• Teach employees how to prioritise tasks and manage their time effectively

• Provide guidance on how to create a daily schedule and set deadlines

• Encourage employees to develop habits that promote productivity, such as minimising distractions and taking breaks when needed

Communication Skills

• Teach employees how to communicate effectively with customers, colleagues, and managers

• Provide guidance on how to listen actively and respond appropriately to different communication styles

• Encourage employees to practise clear and concise communication to avoid misunderstandings and confusion

Sales Psychology

• Teach employees about the psychology of sales and human behaviour

• Provide guidance on how to build rapport with customers and create a positive sales experience

• Explain how to use persuasive techniques and language to influence customers' decision-making

  Performance Management

• Teach employees about the company's performance management process

• Explain how employees will be evaluated and rewarded based on their performance

• Guide how to set performance goals and track progress towards those goals

Don’t forget to download your copy below to save for later

Customer Experience

• Teach employees about the importance of creating a positive customer experience

• Provide guidance on how to provide excellent customer service and exceed customer expectations

• Explain how to handle difficult customers and turn negative experiences into positive ones

Sales Techniques

• Teach employees a variety of sales techniques, such as consultative selling, solution selling, and relationship selling

• Provide guidance on when and how to use each technique

• Encourage employees to experiment with different techniques and find the ones that work best for them

Networking and Relationship Building

• Teach employees about the importance of networking and building relationships in sales

• Provide guidance on how to identify and approach potential referral partners

• Encourage employees to attend networking events and participate in online communities to expand their professional network

Industry Knowledge

• Teach employees about the industry and market trends that affect the company's products/services

• Provide guidance on how to stay up-to-date on industry news and developments

• Encourage employees to share their knowledge and insights with colleagues and customers

Feedback and Continuous Improvement

• Encourage employees to seek feedback on their performance and incorporate it into their work

• Provide opportunities for employees to share feedback on the company's sales process and customer experience

• Encourage a culture of continuous improvement, where employees are always looking for ways to improve themselves and the company's sales performance.

• By including these additional items in your new employee training checklist for B2C sales teams, you can help ensure that your sales team members are fully equipped to succeed in their roles and contribute to the success of the company.

Product Knowledge

• Teach employees about the company's products or services, including features, benefits, and unique selling points

• Provide guidance on how to match the customer's needs to the appropriate product or service

• Encourage employees to ask questions and seek clarification on product information

Sales Tools and Technology

• Teach employees about the sales tools and technology used in the company, such as CRM software, email marketing tools, and social media platforms

• Provide guidance on how to use these tools effectively to manage customer relationships, track leads, and close deals

• Encourage employees to share best practices and tips for using sales tools and technology

Don’t forget to download your copy below to save for later.

Objection Handling

• Teach employees how to handle objections and common sales challenges, such as price objections or objections related to the competition

• Provide guidance on how to address objections effectively without being pushy or aggressive

• Encourage employees to view objections as opportunities to provide additional information and value to the customer

Sales Forecasting

• Teach employees about sales forecasting and how it relates to setting and achieving sales goals

• Provide guidance on how to use sales data to forecast future sales performance

• Encourage employees to be proactive in identifying potential issues and opportunities for improvement based on sales data

Performance Coaching

• Encourage managers and supervisors to provide regular coaching and feedback to employees to support their ongoing development

• Provide guidance on how to conduct effective coaching sessions, including setting goals and providing specific, actionable feedback

• Encourage employees to take an active role in their own performance coaching and seek out opportunities for growth and improvement.

  Upselling and Cross-Selling

• Teach employees how to identify upselling and cross-selling opportunities

• Provide guidance on how to suggest additional products or services in a way that adds value to the customer

• Encourage employees to focus on building long-term relationships with customers rather than just making a quick sale

Sales Metrics

• Teach employees about the key performance metrics that are used to measure sales performance, such as conversion rate, average order value, and customer lifetime value

• Provide guidance on how to track and analyse these metrics to identify areas for improvement

• Encourage employees to set goals and targets for each metric and track progress towards those goals over time

Teamwork and Collaboration

• Teach employees about the importance of teamwork and collaboration in sales

• Provide guidance on how to work effectively with colleagues and other departments to achieve common goals

• Encourage employees to share best practices and ideas with colleagues and seek out opportunities for cross-functional collaboration

Customer Relationship Management

• Teach employees about the importance of building and maintaining strong relationships with customers

• Train employees on how to turn relationships around to avoid losing sales.

• Encourage employees to add value in every conversation to ensure the business looks authentic and helpful.

• Provide guidance on how to use CRM tools and other customer relationship management strategies to track customer interactions and provide personalised service

• Encourage employees to take a proactive approach to customer relationship management and to focus on building long-term, loyal relationships with customers

Industry Regulations

• Teach employees about any relevant regulations or compliance requirements that apply to the industry or market in which the company operates

• Provide guidance on how to comply with these regulations and avoid potential legal or ethical issues

• Encourage employees to stay up-to-date on changes to industry regulations and to ask questions if they are unsure

Now it’s time to put your new employee training checklist into practice. Copy the relevant checks for your business and hand this checklist out to your managers when their new hire starts.

Download your savable new employee training checklist for sales teams below, so you’ve got it handy to copy when creating your new employee training checklist 👇 

If you want to make it easy for your new employees to carry out the training, we’d suggest using a digital sales enablement platform like Ocasta Engage. 

Engage is used by Virgin Media O2, Next and Tesco Mobile to keep their sales associates on track with what they need to know to succeed. The handy knowledgebase gives them the information they need “in the moment” when serving customers, and microlearning fits around their busy schedule to ensure they complete their training.