Case study: TD Bank sales transformation
The Brief
During the second half of 2019, Actualize began working with TD Bank, Canada, whose senior leadership wanted to transform its team by equipping it with a contemporary and scalable skillset. Following a series of initial meetings with senior management, we were able to map a sales transformation journey for the bank.
To upskill the sales capabilities of the bank’s corporate and financial institution sales teams through a series of face-to-face workshops and a business simulation involving professional role players. Using Actualize’s unique Head, Heart, Body, System (HHBS) philosophy, we would ensure the learning was embedded with the full support of senior management.
The Challenge
The program was delivered in two phases. In November 2019, Jason Furness, Sam Furness and Nigel Raymont travelled to the bank’s headquarters in Toronto, Canada, to begin a three-day on-site sales transformation program involving around 50 participants over a week. Workshops for sales professionals were run alongside coaching masterclasses for team leads and individual coaching for the senior leaders.
Phase two was scheduled for early 2020. However, when the COVID-19 pandemic struck, global business travel was halted. As weeks turned into months, the prospect of face-to-face training became less likely.
The Solution
Drawing on several years of experience in delivering virtual programs, Actualize recalibrated the bank’s journey so it could continue seamlessly online. With the virtual offering came different scenarios and a refined business simulation.
Project architect, Jason Furness, used tried and tested content to create a bespoke experience specific to the bank’s requirements set against the context of its geographic location. Nigel Raymont and Sam Furness ran a series of early diagnostic calls first with senior management and then with sales team members – in groups and one-to-ones – to establish needs. These calls were also used as the basis for the complex case studies that would underpin an authentic business simulation.
As with all Actualize programs, continuous consultation with the client was key to ensuring agility as the project was rolled out. It was essential to refine the experience as the program progressed.
During the experience, participants situated around the globe were confronted with challenging and authentic business scenarios involving the professional role players.
The Outcome
The sessions were very well received and senior leaders at the bank began working with Actualize to prepare for the next step in the journey. The key learning outcomes from the program centred on building trust with the potential client to lay the foundations of a meaningful business relationship. At the same time, participants developed proficiency in connecting virtually (in this case via WebEx), how to professionalize the bank’s image by using bespoke virtual backgrounds, how to be an anchor in a virtual meeting to ensure smooth dialogue with the client, and how to bring each other into the call.
Feedback
“I can see very strong engagement from both sides and I truly believe the team has broadened their skills through your training.”
