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How to scope and prepare for client training

Purpose:
To ensure all HubSpot training sessions are delivered effectively, tailored to the client’s knowledge level, and aligned with their objectives.

Applies to:
All USPEH consultants, HubSpot trainers, and project managers responsible for client onboarding or bespoke training sessions.

1. Objective of This Process

Before any client training session is confirmed, the consultant must gather sufficient information to:

  • Define the audience’s experience level.

  • Establish the right training depth (overview vs. hands-on).

  • Confirm the logistics, preparation steps, and expected outcomes.

  • Ensure both parties agree on the training format, tools, and materials.

This process guarantees that the client’s time is used effectively and that training outcomes are measurable.

2. Information to Collect from the Client

Before scheduling or confirming the training, confirm the following details.
This can be done via email, a short discovery call, or a pre-training form.

a. Participants

  • How many people will attend?

  • Names and roles (e.g., marketing manager, sales rep, support specialist).

  • HubSpot access status: Do all participants already have access?

  • Experience level:

    • Have they used HubSpot before?

    • Have they used any CRM system before? (e.g., Salesforce, Pipedrive, Zoho, etc.)

    • How confident are they with general CRM navigation?

b. Training Focus and Level

Identify which level of training is required:

Level Description Example
Level 1 – Introductory / Top-Level Overview Explains what each HubSpot area does and why it matters. “This is the Deals section — it’s where you track commercial opportunities, forecast revenue, and monitor margins.”
Level 2 – Functional / Guided Use Demonstrates how to perform standard tasks. “Here’s how you create a new deal, associate it with a contact, and update deal stages.”
Level 3 – Advanced / Applied Use Focuses on strategy and optimisation. “Let’s build an automated workflow for deal follow-ups and set up reporting dashboards.”

✅ Confirm the desired level for each HubSpot hub (CRM, Marketing, Sales, Service, Operations, etc.) before preparing materials.

3. Training Format and Logistics

Discuss and agree with the client on the following:

Item Options / Notes
Training format Live (in-person or remote), recorded session, or hybrid.
Session structure Single full session / multi-session series / team split by roles.
Duration and schedule Confirm start time, end time, and time zone.
Platform Zoom, Teams, or client’s preferred platform.
Recording permissions Confirm if recording is allowed and how it will be shared.
Follow-up materials Slides, recordings, checklists, or quick-reference guides.

4. Client Preparation Requirements

Before the training date, request the client to complete these steps:

  • Ensure all attendees have active HubSpot access (and correct permissions).

  • Confirm that the trainer has temporary admin access (if required for setup or demo).

  • Share any relevant internal process documents (e.g., current deal flow, lifecycle definitions, forms, templates).

  • Provide sample data or real examples (if the session is practical).

  • Agree on which HubSpot portal will be used (live or sandbox).

  • Share specific learning objectives (e.g., “We want to automate email sequences” or “We need sales reporting dashboards”).

5. Internal Preparation Steps

Before running the session, the trainer should:

  1. Review the client’s HubSpot setup (pipelines, properties, workflows, permissions).

  2. Check the client’s goals against the training level.

  3. Prepare or update the slide deck / demo environment.

  4. Add the session details in ClickUp under the relevant client project.

  5. Document training scope, date, attendees, and objectives in the client folder.

6. Post-Training Follow-Up

After the session:

  • Share a summary email including key takeaways and action items.

  • Upload any resources or recordings to the client’s shared folder.

  • Create a follow-up task for additional support or Q&A if needed.

  • Record feedback to improve future sessions.

7. Template: Pre-Training Information Request (Client Email)

Subject: Preparation for Your HubSpot Training Session

Body:
Hi [Client Name],

Ahead of our upcoming HubSpot training session, could you please confirm the following so we can tailor the content appropriately?

  • Number of participants and their roles

  • Whether everyone already has HubSpot access

  • Previous experience with HubSpot or other CRMs

  • Desired focus level (overview / practical / advanced)

  • Preferred format (live, remote, or hybrid)

  • Any specific objectives or topics you’d like covered

Once we have this information, we’ll confirm the final format, timing, and preparation steps.

Thank you,
[Your Name]
HubSpot Trainer | USPEH