The Sales Trainer is responsible for designing, facilitating, and evaluating training programs that develop high-performing sales representatives. The role focuses on onboarding, product knowledge, sales methodologies, customer engagement, coaching, certification, and continuous performance improvement while ensuring alignment with client expectations and operational KPIs.
Responsibilities
- Facilitate New Hire, Product, Process, Refresher, Upskilling, and Cross-Skilling training.
- Deliver instructor-led classroom and virtual training sessions.
- Ensure training is engaging, interactive, and aligned with adult learning principles.
- Deliver training on consultative selling, objection handling, negotiation, closing techniques, customer relationship management, and upselling/cross-selling.
- Build confidence through practical application and role-playing exercises.
- Train employees on products, services, systems, pricing, policies, CRM, and ERP tools.
- Ensure understanding of end-to-end customer and sales processes.
- Conduct mock calls, role plays, coaching sessions, call listening, and side-by-side observations.
- Identify learning gaps and create targeted development plans
- Create and administer knowledge assessments and practical evaluations.
- Certify learners based on predefined competency standards and readiness criteria.
- Monitor trainee performance throughout training and nesting.
- Partner with Operations and Quality to improve learner performance and transition readiness.
- Develop and maintain training decks, facilitator guides, learner workbooks, assessments, job aids, and e-learning materials.
- Update training content based on client and process changes.
- Prepare Daily, Weekly, and End-of-Training reports.
- Track attendance, assessment scores, certifications, throughput, and learner progress.
- Maintain accurate training documentation and dashboards.
- Collaborate with Operations, Quality, Recruitment, Workforce Management, and Client stakeholders.
- Participate in calibration sessions, audits, and business reviews.
- Recommend process improvements, automation opportunities, and learning innovations.
- Contribute to curriculum enhancements and best practices.
Qualifications
- Bachelor's Degree in Business, Marketing, Communications, Education, or related field preferred.
- Minimum 2 years of experience as a Sales Trainer in a BPO or Contact Center environment.
- Minimum 3 years of Sales experience supporting inbound and outbound sales campaigns.
- Experience supporting US clients preferred. B2B sales experience is an advantage. Healthcare or Medical account experience is preferred but not required.
- Consultative Selling, Negotiation, Objection Handling, Closing Techniques, Cross-selling, Upselling
- Facilitation, Adult Learning Principles, Coaching, Instructional Design, Learning Evaluation
- CRM Platforms, ERP Systems, Microsoft Office, Microsoft Teams, LMS, Quality Monitoring Tools
- Excel Reporting, Dashboards, Data Analysis, Performance Tracking
