This article focuses on the training of employees at ICICI Bank Ltd., based in Mumbai, India. The bank recently created its own Business Etiquette and Sales Training (BEST) program. The program provides inputs on grooming and a step-by-step sales methodology to the agency staff. It also provides a qualitative framework for line managers to monitor calls and provide developmental feedback to agency staff. The respective line managers deliver the program. Each business creates a set of master trainers who in turn train line managers. BEST has created 233 trainers for two main business groups who in turn have trained over 2,100 agency staff within two months.