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📈 Sales & leadership training that delivers.
🚀 Helping teams boost confidence, conversions & growth. REAL training. Also produce training films and e-learning.

REAL results.
💬 DM us to start transforming your sales! Reality Training deliver improved performance through inspirational sales and management training.

20/10/2026

How can a company have great customer satisfaction scores when some customers are still finding it difficult to get the help they need?

It’s a good question, and one that people responsible for customer experience might find rather uncomfortable!

In the latest episode of The Reality of Business, Bob and Jeremy discuss 5 things CX leaders think but rarely say.

From the pressures of improving customer experience to some of the difficult conversations that happen behind the scenes, they’ve come up with five observations that we suspect quite a few CX and customer service leaders will recognise.

We’ve given you one of them here.

Want to know what the other four are, and what Bob and Jeremy think could be done about them?

🎧 5 Things CX Leaders Think But Rarely Say | The Reality of Business

Listen wherever you get your podcasts.

15/10/2026

People can be brilliant at customer service and still lose confidence when it comes to the sale.

Making a recommendation, talking about price or asking whether the customer wants to go ahead can be where confidence drops.

Bob and Jeremy explain how Selling Certainty gives people more structure and confidence in sales conversations.

14/10/2026

If your business has 40% staff turnover, how much is that costing you?

Think about the recruitment, induction, training and management time involved in continually replacing employees.

What could it mean for your business if you managed to keep some of those people a little longer?

In the latest episode of The Reality of Business, Bob and Jeremy discuss why staff turnover is so high in some organisations and what businesses can do to improve employee retention, from better management and training to clearer career opportunities.

🎧 The Real Cost of High Staff Turnover – And How to Reduce It

Listen wherever you get your podcasts.

13/10/2026

How can you make your sales team more commercially minded?

A salesperson can be hitting their targets without really understanding profit, margins or how much value their sales bring to the business.

So how do you improve commercial awareness in your sales team?

In the latest episode of The Reality is Sales Training, Bob and Jeremy share a practical sales coaching exercise that managers can use in their next team meeting.

It’s a simple way to find out just how much your people understand about the business behind the sale.

🎧 How to Make Your Sales Team More Commercially Minded

Listen wherever you get your podcasts!

09/10/2026

A little glimpse of Bob and Jeremy on stage at Engage Customer Summit!

They were talking about Disloyal Bonding, AI and customer conversations, with a few sketches thrown in, of course!

Bob played the customer service agent and Jeremy played the customer. So if Jeremy looks a little fed up, don’t worry – he’s in character!

Great to be part of the event. And if you’ve got a conference or team event coming up, you know where we are!

07/10/2026

Why does Reality Training use two trainers?

It goes back to drama school. Bob and Jeremy realised that working as a pair meant they could demonstrate customer conversations and bring sales training to life.

More than 25 years later, that double act still shapes the way we train today.

02/10/2026

When lots of people are talking to customers every day, consistency can be hard to get right.

You’ll often have people doing a brilliant job, others approaching the same conversations very differently, and team leaders all coaching in their own way.

That can make it difficult to deliver the customer experience you want across the whole business.

In the first film from our new Inside Reality series, Bob and Jeremy talk about the organisations we tend to work best with, the problems clients usually ask us to help with and whether Reality could be the right training partner for your people.

🎬 AON Productions Ltd

16/09/2026

CX Leaders: Do you know what your people are saying when a customer isn’t happy?

Bob and Jeremy have been listening to customer conversations for years, and there’s one habit they hear again and again.

We call it Disloyal Bonding.

On Thursday 8 October, they’ll be at the Engage Customer Summit to explore why it matters even more as AI changes the conversations being handled by customer-facing teams.

We won’t spoil the rest - you’ll have to come and hear it for yourself. But if you work in CX, customer service, contact centres or work with teams who speak to customers every day, we think you’ll recognise some of what they have to say.

There may also be a little acting involved. Obviously.

The Engage Customer Summit on 7 & 8 October brings together 3,000+ attendees and 250+ speakers across seven stages, so if you haven’t booked yet, there’s plenty happening across the two days.

And if you’re already going, put Bob and Jeremy in your diary:

Thursday 8 October | 15:05-15:30 | Loyalty, Retention & Growth Stage

📍 Engage Customer Summit, Evolution London, London SW11 4NJ

10/09/2026

AI isn’t replacing customer service. But it is changing the job.

Most of the straightforward enquiries can now be handled by AI, chatbots and self-service.

Which means the customers who do need to speak to someone are more likely to have a problem that isn’t straightforward.

They might be frustrated, their situation might not fit the process, they may need someone to make a judgement call, reassure them, take ownership or simply work out what’s really going on.

Over the last few weeks, we’ve looked at seven of those conversations.

And there’s a question worth asking:

If AI is handling more of the easy conversations, are we giving our people the skills they need for the harder ones?

We’ve brought all seven together in our guide, The 7 Conversations AI Can’t Handle.

Comment GUIDE and we’ll send you a copy.

03/09/2026

Can AI have a great sales conversation?

AI can recommend products and use what it knows about you to suggest something you might like but a good sales conversation goes further.

A great sales advisor listens to what you say, asks questions, picks up on what matters to you and helps you feel confident about making a decision - which takes judgement, curiosity and the ability to respond to the person in front of you.

And as AI takes care of more routine enquiries, those human conversations become increasingly valuable.

What makes a sales conversation feel helpful to you?

This is the final conversation in our new guide, ‘The 7 Conversations AI Can’t Handle’.

Comment GUIDE and we’ll send you a copy.

Address

Cranbrook

Opening Hours

Monday	9am - 5:30pm
Tuesday	9am - 5:30pm
Wednesday	9am - 5:30pm
Thursday	9am - 5:30pm
Friday	9am - 5pm

Website

https://linktr.ee/realitytraining

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