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KONE- Development of a training programme that would give sales people the skills to engage customer’s earlier in the buying process


KONE is a global leader in the elevator and escalator industry, providing elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization to add value to buildings throughout their life cycle.  

In 2020, KONE had annual sales of EUR 9.9 billion, and at the end of the year over 60,000 employees.  

The Project 

To develop the skills of experienced salespeople so that they are more proactive in engaging with customer’s earlier in the sales process and influencing solution specification 

Our Approach 

KONE had recently rolled out an initiative to help salespeople globally to work even more closely with customers – listening to their problems and business needs and working collaboratively to identify solutions to those problems and needs.  The aim was really to become a valued resource to the customer – a trusted advisor. 

Our role in the initiative was to develop a comprehensive training programme that would make sure that these salespeople actually had the practical skills that they needed to fulfil that trusted advisor role. 

Due to the diverse nature of the target group, in terms of both market and geographical location, we agreed that a combination approach to delivery would be best. 

Initially we worked in partnership with the global New Business Development sales team to develop a virtual, modular program that was fully interactive and engaging and incorporated customer case studies, role plays, discussions and individual reflection and learning. 

Then, in order to make sure that the training was accessible, irrespective of local language or market size, we created 2 approaches to rollout.  The first involved BLT trainers delivering the programme directly to groups of salespeople.  The second required the development of a comprehensive train the trainer programme where we identified local sales experts to upskill so that they were able to deliver the programme.   

Both approaches have been very successful and feedback extremely positive and as a result we have been able to ensure that all front lines are covered in a timely manner and that programme content is fully tailored to reflect their local business objectives, market conditions and ways of working.