Case Study:

Igniting Junior Consultants’ Client Engagement Skills

Our Client

A leading organisation delivering specialist learning for HR leaders and teams, and offering executive HR recruitment services.

Their challenge

To establish a core foundation of client engagement skills among their junior consultants, enabling them to strengthen day-to-day client interactions and improve their ability to identify and develop sales opportunities.

Why they engaged us

Our proven track record in developing junior consultants’ skills made us the ideal partner to design a bespoke training programme.

Our Solution

We collaborated with key stakeholders and interviewed a selection of consultants to identify knowledge and skills gaps.

We highlighted five key focus areas:

Building confidence in managing client interactions
Developing rapport and connection with clients both online and in person
Adding value in client conversations
Guiding client conversations from general topics towards potential sales opportunities
Maximising client connections at in-person marketing events

Client Engagement Skills programme

We designed a programme to equip participants with practical models and skills to strengthen client relationships and identify sales opportunities. The programme included:

Insights to broaden perspectives and deepen understanding of client needs
A communication styles questionnaire to highlight behavioural preferences
Practical, interactive exercises to embed skills and encourage real-world application
Opportunities to capture ideas for ongoing team support and capability development

To maximise learning outcomes, participants accessed our SMART Action Planning guides to develop personal action plans.

Evaluating outcomes

We evaluated the programme’s impact and ROI, through:

Immediate feedback – measuring participant satisfaction, content relevance, and engagement
Long-term impact assessment – evaluating the programme’s effectiveness over time

Our Impact

All junior consultants attended the programme, achieving the following outcomes:

Increased self-awareness and improved interpersonal understanding
Improved capability in managing diverse client interactions
Stronger skills in building trust-based relationships
A deeper appreciation of how effective questioning builds rapport and uncovers client needs and business challenges
Enhanced confidence at marketing events and in recognising sales opportunities

Delivering results and sustainable change

The programme significantly increased the confidence and capabilities of our client’s junior consultants. They are now engaging more meaningfully with clients, building stronger relationships, and proactively identifying opportunities that support business growth.