BVRLA Culture Shift Experience Program for Sales & Customer service

The programme is a flexible, fully tailored training solution designed for  leasing brokers, rental operators,  and wider automotive and mobility businesses.

It supports sales teams, customer service professionals, and account management functions, equipping them with the skills, confidence, and commercial insight needed to deliver exceptional client experiences and drive stronger results.

Fully customisable in both module content and delivery, it can be adapted to your specific priorities and challenges, scaling seamlessly from entry-level training through to large-scale programmes for 200+ employees.

From consultative selling and product knowledge to relationship management and solution design, it ensures every customer-facing role is aligned, capable, and performing at the highest level.

 From frontline advisors and dealership teams to leasing, rental, and fleet specialists, and from finance, Salary Sacrifice, and product experts in OEMs, funders, or manufacturers, to operations, client support, and admin staff, this programme equips everyone with the skills, knowledge, and confidence to excel.

 Even leadership and management teams’ benefit, enhancing strategic insight, decision-making, and the ability to drive measurable results. Whether your team handles retail sales, corporate fleet accounts, multi-site logistics, or complex large-scale contracts, this programme ensures they operate professionally, make smarter decisions, and deliver tangible impact fast.

This programme is fully scalable, flexible, and designed to work for every organisation, from a single-dealer group to multi-site automotive retailers, fleet management companies, and corporate OEMs or funders. Every participant, from entry-level staff to senior leadership, gains the commercial insight, practical skills, and confidence to excel in today’s fast-moving market.

 All content, sessions, and learning days are completely tailored to your team and your business goals. We identify gaps, consult on best practice, and deliver practical, implementable solutions with proven strategies our clients consistently value. 

This two-day high-performance sales programme develops the mindset, skills, and discipline to drive consistent commercial results. Focusing on commercial identity, conversation mastery, and execution, participants learn to engage stakeholders effectively, lead higher-value conversations, and progress opportunities with clarity and intent. Practical exercises, peer coaching, and role-play ensure a structured approach and tools for immediate real-world application.

Core Modules

Day 1 – Building the Commercial Foundation

Focus: Mindset, structure, and positioning

•    Commercial Identity & Sales Experience: Transition from transactional selling to consultative partnership; strengthen credibility and professional presence.

•    Understanding the Buying Journey: Align sales activity to customer decision stages and identify key moments of influence.

•    Stakeholder Mapping & Influence: Map decision-making units, identify key stakeholders, and expand influence.

•    Introduction, Positioning & Insight: Structure effective meeting openings, set agendas, and deliver relevant insight.

•    Value Conversations: Move beyond surface needs to uncover commercial drivers and reduce price sensitivity.

Practical Application: Self-assessment, live opportunity mapping, stakeholder analysis, and meeting simulations.

Day 2 – Turning Insight into Action

Focus: Execution, progression, and impact

•    Questioning with Purpose: Use structured questioning to uncover deeper needs and challenge constructively.

•    Communicating Value with Precision: Translate solutions into clear commercial benefits aligned to customer priorities.

•    Securing Meaningful Next Steps: Strengthen opportunity momentum through ownership, timelines, and follow-up.

•    Structured Meeting Preparation: Prepare strategically for complex conversations and anticipate objections.

•    Applied Practice & Integration: Scenario-based role play, peer coaching, and action planning to embed learning.

• Practical Application: Live drills, role play, opportunity workshops, and meeting blueprint development.
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Learning Outcomes & Participant Takeaways

By the end of the programme, participants will be able to:

•    Demonstrate a confident, consistent commercial sales mindset

•    Align their approach to the customer buying journey

•    Navigate multi-stakeholder environments with clarity

•    Lead higher-value, insight-driven conversations

•    Ask purposeful, commercially impactful questions

•    Communicate value clearly and reduce price resistance

•    Secure stronger, more defined next steps

•    Prepare for complex meetings with structure and intent

•    Convert conversations into measurable commercial progress

This one-day programme is designed to strengthen the behavioural and psychological capabilities that underpin sustained commercial performance. It equips professionals with the awareness, composure, and influence needed to operate with clarity and impact, even in high-pressure or complex commercial environments.

Through practical exercises, peer coaching, and scenario-based application, participants develop the skills to notice more, respond better, and influence with intent enhancing communication precision, trust-building, and decision-making across every interaction.

Core Modules

• Personal State & Self-Leadership
• Build emotional composure, self-control, and behavioural flexibility to respond deliberately under pressure, supported by practical exercises that strengthen calm and consistent performance.
• Perception & Communication Awareness
• Develop sharper listening, observation, and interpretation skills to better understand intent, improve communication, and respond more effectively in real conversations.
• Influence & Motivational Alignment
• Strengthen rapport, language precision, and values-based influence to guide conversations positively, with live practice and peer coaching to embed behavioural change.

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Learning Outcomes & Participant Takeaways

By the end of the one-day programme, participants will be able to:

•    Increase awareness of how thought, emotion, and language shape outcomes

•    Communicate with clarity and reduce ambiguity in commercial dialogue

•    Recognise how others filter and respond to information differently

•    Improve listening precision and questioning discipline

•    Build trust through empathy, alignment, and attention

•    Adapt communication style without losing authenticity

•    Manage internal mindset triggers under pressure

•    Access practical tools to create calm, confident, and focused states

•    Influence effectively in complex, multi-stakeholder environments

•    Respond with intent rather than reaction, increasing persuasive impact

A practical one-day programme designed to build confidence and commercial capability in Salary Sacrifice. Sales professionals and account managers learn to lead client conversations with clarity, credibility, and impact.

Core Modules

Technical Foundations

•    Salary Sacrifice mechanics and financial drivers

•    Key risks and policy considerations

Commercial Conversations

•    Consultative selling frameworks

•    Objection handling and stakeholder engagement

•    Practical application through exercises and role-play

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Learning Outcomes &Participant Takeaways

By the end of the programme, participants will be able to:

•    Confidently explain Salary Sacrifice schemes and financial components

•    Apply consultative frameworks to guide conversations

•    Engage HR, Finance, and Procurement stakeholders with credibility

•    Handle objections effectively and independently

•    Position Salary Sacrifice as a strategic benefit, not just a transactional product

•    Increase scheme adoption and drive client engagement

An expert-level, one-day programme for professionals with a foundational understanding of Salary Sacrifice. It develops strategic and operational expertise, equipping participants to design, implement, and optimise high-value schemes in complex client environments.

Why it goes beyond the standard course:

•    Focuses on end-to-end scheme delivery, from scoping to launch and post-implementation

•    Covers advanced technical and operational elements, including risk, vehicle specification, payroll integration, and governance

•    Explores bespoke, commercially competitive schemes and multi-stakeholder engagement

•    Ideal for professionals involved in both sales and implementation, not just foundational knowledge

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Core Modules

Strategic Scheme Design

•    Bespoke scheme structuring and competitive positioning

•    Practical application through scenario exercises

Operational Delivery & Integration

•    Stakeholder alignment, governance, and structured launch planning

•    Integration with payroll, insurers, funders, and partners

Advanced Technical Expertise

•    Vehicle specification impact, CO₂ positioning, risk and early termination considerations

•    Scenario-based advisory practice for complex client engagements

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Learning Outcomes

By the end of the programme, participants will be able to:

•    Lead end-to-end Salary Sacrifice scheme implementation independently

•    Design differentiated, commercially competitive schemes for complex clients

•    Navigate operational integration with insurers, funders, dealers, and risk partners

•    Apply advanced considerations including vehicle specifications, CO₂ positioning, risk mitigation, early termination protection, and tax changes

•    Confidently manage complex client scenarios and multi-department stakeholder engagement

•    Transform foundational knowledge into high-value advisory and implementation expertise

•    Optimise schemes to drive revenue, retention, and client engagement

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Core Pillars & Participant Takeaways

Strategic Design & Commercial Differentiation

Develop bespoke, commercially competitive Salary Sacrifice schemes tailored to complex client requirements.

Operational Delivery & Integration

Master end-to-end scheme implementation, including stakeholder alignment, payroll integration, governance, launch planning, and partner collaboration.

Advanced Technical & Advisory Expertise

Apply high-level technical knowledge, risk mitigation, and multi-stakeholder engagement to provide strategic consultancy and seamless execution.

This one-day follow-up session, delivered several months after Advanced Communication & Influence, is designed to reinforce and sharpen learning through real-world application.

Performance improves through integration, not exposure. Revisiting the original programme is essential to refine key disciplines and assess how effectively they’ve been applied in live customer situations.

The session focuses on reflection, calibration, and practical reinforcement helping participants move from understanding frameworks to consistently executing them with precision in day-to-day performance

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Core Modules

• Reflection & Real-World Integration
• Reviewing how previous learning has been applied in live environments
• Identifying successes, gaps, and friction points
• Behavioural Reinforcement
• Revisiting core disciplines such as questioning, preparation, value framing, and state control
• Strengthening consistency in day-to-day execution
• Advanced Communication & Influence in Practice
• Refining language, positioning, and customer engagement
• Applying influence techniques in real scenarios
• Peer Coaching & Accountability
• Sharing live challenges and outcomes in a structured way
• Using feedback to accelerate performance
• Performance Calibration
• Identifying what to scale, adjust, or remove
• Aligning behaviours more closely to commercial outcomes
• Momentum & Execution Planning
• Turning insight into clear next steps
• Applying learning to current accounts and opportunities
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Core Pillars & Participant Takeaways

• Behavioural Integration – Embedding the Communication frameworks into daily practice
• Reinforcement Over Theory – Strengthening application through repetition and real-world use
• Reflection & Accountability – Driving performance through structured peer review and self-assessment
• Commercial Consistency – Applying core disciplines reliably in live customer environments
• Personal Calibration – Identifying behaviours to accelerate, refine, or eliminate
• Practical Application – Grounding learning in real accounts, meetings, and outcomes