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Sales and client-experience systems

Consultative Sales Enablement System

Telecom and Consumer Banking

A connected set of frontline tools and workflows designed to make discovery, recommendations, onboarding, coaching, and follow-through more consistent.

Editorial collage representing consultative sales enablement

✦ Problem or opportunity

Bring structure to complexity.

Frontline teams often manage complex conversations with fragmented tools, uneven discovery, and performance measures that reward outcomes without making the process clearer. The opportunity was to redesign the work around customer understanding, decision quality, and repeatable execution.

✦ Role and approach

Think across the full system.

Drawing on experience in retail telecom leadership and consumer banking, I reframed the sales process as a client-experience system. The work connects conversation prompts, product-fit logic, visual explanations, onboarding steps, coaching, and performance review.

✦ Process

From insight to implementation.

  1. 01

    Observe the frontline workflow

    Mapped what employees and customers need to understand at each stage of a real conversation.

  2. 02

    Identify friction and ambiguity

    Separated tool problems, knowledge gaps, handoff risks, and unclear decision points.

  3. 03

    Structure discovery

    Designed prompts that surface priorities, constraints, current-state information, and readiness without turning the conversation into a script.

  4. 04

    Clarify recommendations

    Connected product-fit logic to plain-language explanations, comparisons, and next-best actions.

  5. 05

    Design execution tools

    Created workflow aids for onboarding, follow-up, coaching, and consistent documentation.

  6. 06

    Measure the system

    Outlined indicators that balance sales performance with customer understanding and execution quality.

✦ Selected deliverables

Built to be used.

The case study is structured to accommodate live document previews, dashboard screenshots, model views, presentation pages, and downloadable artifacts as each piece is finalized.

  • Customer Discovery Guide
  • Recommendation Decision Map
  • Frontline Coaching System
  • Pricing and Bill Explanation Tool
  • Banking Conversation Framework
  • Onboarding Workflow
  • Performance Measurement Scorecard
  • Manager Review Guide
01 / DOCUMENTCustomer Discovery Guide
02 / VISUALRecommendation Decision Map
03 / WORKFLOWFrontline Coaching System

DISCOVERY → DECISION → ACTION → REVIEW

✦ Key decisions

What shaped the work

  • Design for natural conversations rather than rigid scripts.
  • Show the reason behind a recommendation, not only the offer.
  • Connect employee coaching to observable behaviors and customer outcomes.
  • Use one shared logic across telecom and banking while preserving the realities of each environment.

✦ Tools used

Process mappingJourney designExcelPerformance analysisTraining designFrontline operations

✦ Final outcome

A portfolio system that shows how consultative selling can be designed as an operational capability: clearer for customers, more usable for employees, and more measurable for leaders.

Skills demonstratedClient discoverySales enablementJourney mappingTraining designPerformance measurement

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