The C4 Experience Learning Plan aims to educate staff on building a strong sales foundation using the C4 formula: Connect, Clarify, Complete, Close. The blended learning plan includes online modules and face-to-face training covering C4 techniques and how to identify customer types. Staff will learn how to apply the C4 process and discuss its impact on sales prospects. The plan delivers the content through various resources like workbooks and online modules with activities like quizzes and scenario exercises over 12 to 20 minute sessions. The goal is to help staff learn and apply the C4 method, be observed using it, and progress in their learning journey from new to experienced managers.

1. C4 Experience Learning Plan.docx Page 1 of 7
C4 EXPERIENCE
Program Aim Is to educate on building a strong foundation to help achieve better sales and services
Learner audience • Store Team Members
• Managers
Location Blended learning
Learning objectives 1. Defining the required knowledge on C4 Experience
2. Applying C4 Experience into practice
3. Discussing the impact on C4 Experience leading to future carrier prospects
4. Identifying each customer type
5. Interpreting various sales techniques to conduct effective sales using the C4 Experience
Delivery
Learning resource Content covered Mode Duration
(mins)
Learning
Objective
C4 Experience Team Member
Workbook
• Introduction
o C4 – the formula 4 success
• Content
o CONNECT techniques
• Clarify
o CLARIFY techniques
• Complete
o Establishing value
o Links selling
o Engaging customer senses
o COMPLETE techniques
• Close
o Finishing with finesse
o Cementing the sale
Face to Face
LO1
LO2
LO3
LO4
LO5
C4 Experience Learning Plan

2. C4 Experience Learning Plan.docx Page 2 of 7
o Satisfaction VS Loyalty
o CLOSE techniques
• Customer profiles
• Goals of C4
• Starter guide
• Coaching cards
C4 The Formula For Success • POLICY
o CONNECT
o CLARIFY
o COMPLETE
o CLOSE
Face to Face
LO1
LO2
LO3
C4 Coaching Cards • POLICY
o CONNECT
o CLARIFY
o COMPLETE
o CLOSE
Face to Face
LO1
LO2
LO3
C4 Starter Guide • POLICY
o CONNECT
o CLARIFY
o COMPLETE
o CLOSE
Face to Face
LO1
LO2
LO3
BB Support materials + relevant Policy
SharePoint Resources
LPD-09 C4 Observation checklist V2.docx
Support Office Info – C4.docx
C4 Observation Checklist.pdf
Handout_Discussing C4 with your team.docx
Observation Checklist_C4 Method_vJul2021.docx
C4 – Pilot Approach.docx
C4-3-CC Complete.docx

3. C4 Experience Learning Plan.docx Page 3 of 7
C4-4—CC Close.docx
C4 The Formula For Success.pdf
C4-0-3 Starter Guide.pdf
C4-0-4 Coaching Cards.pdf
C4-0-0 Team Member Workbook.pdf
C4-0-5 Hit The Shop Floor With C4.docx
C4 Pilot – Report and Findings.docx
C4 Pilot – Findings and Recommendations.docx
C4 Pilot new simplified approach.docx
C4-0-2 Coaching log.docx
C4-0-1 Development plan.docx
BBCentral
C4- The Formular for Success
Discussing C4 with your Team – LPD-10
C4 Observation Checklist
C4- Product Knowledge Form
Additional program materials Content covered Mode Duration (mins) Learning
Objective
C4 Experience Teaser • Introduction to C4 Experience
• Overview of “C” for CONNECT
• Quiz activity to test the knowledge on ‘CONNECT’
• Overview of “C” for CLARIFY
Online (BB
Central)
12 mins
LO1
LO2
LO3

4. C4 Experience Learning Plan.docx Page 4 of 7
• Quiz activity to test the knowledge on ‘CLARIFY’
• Overview of “C” for COMPLETE
• Quiz activity to test the knowledge on ‘COMPLETE’
• Overview of “C” for CLOSE
• Quiz activity to test the knowledge on ‘CLOSE’
C4 Experience • Introduction
o C4 – the formula 4 success
• Content
o CONNECT techniques
• Clarify
o CLARIFY techniques
• Complete
o Establishing value
o Links selling
o Engaging customer senses
o COMPLETE techniques
• Close
o Finishing with finesse
o Cementing the sale
o Satisfaction VS Loyalty
o CLOSE techniques
• Customer profiles
Online
(Evolve
Author)
LO4
Customer Profiles • Customer Profiles
o DISC (Dominance, Influence, Steadiness & Compliance)
o Lion Profile
o Puppy Profile
o Turtle Profile
o Owl Profile
o Learning Activity
 Scenario Exercise
 Drag and Drop Quiz activity
• Combination Lion Styles
o Lion/Turtle
Online
Module

5. C4 Experience Learning Plan.docx Page 5 of 7
o Lion/Owl
o Lion/Puppy
o Learning Activity
 Scenario Exercise
 True/False activity
 Multiple Choice quiz activity
• Combination Puppy Styles
o Puppy/Lion
o Puppy/Turtle
o Puppy/Owl
o Learning Activity
 Scenario Exercise
 True/False activity
 Multiple Choice quiz activity
• Combination Turtle Styles
o Turtle/Lion
o Turtle/Owl
o Turtle/Puppy
o Learning Activity
 Scenario Exercise
 True/False activity
 Multiple Choice quiz activity
• Combination Owl Styles
o Owl/Lion
o Owl/Turtle
o Owl/Puppy
o Learning Activity
 Scenario Exercise
 True/False activity
 Multiple Choice quiz activity

6. C4 Experience Learning Plan.docx Page 6 of 7
Selling Profile • Selling
o Selling to a Lion
• Selling to a Puppy
• Selling to a Turtle
• Selling to a Owl
• Learning Activity
o Scenario Exercise
o True/False activity
o Multiple Choice quiz activity
Online
Module
20 Mins
LO5
Selling Techniques
Learning journey
Introduction to C4 Apply & Practice Learning Path
Handbook Trained by Supervisor New Manager

7. C4 Experience Learning Plan.docx Page 7 of 7
C4 Experience Teaser
Onboarding Workbook
Observation Forms
Online Testing
Selling
Onboarding
Customer Profile Selling Techniques