Carol Kelly, Managing Director at KSA LearningCarol started her career making and selling clothes in Birmingham's Rag Market under the Enterprise Allowance scheme, and evolved through B2C into B2B sales leadership and learning. The episode details her guiding principle "stop selling and understand", why slowing the sales process down speeds up the result, the shift in sales leadership from telling and fixing to coaching through listening, the conscious-competence learning model, the retention and cultural risks when customer-centric salespeople work under transactional leadership, and planning questions around your customer's customer.