Print this page or save it as a PDF to circulate internally.
Back to the course
Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Advanced Sales Management
Customer Experience and Sales|5 days|Classroom or live online
This advanced programme assumes delegates already work in the field. It goes past the basics into telephone and contact centre skills, customer retention and the judgement calls that sit outside the Consumer Protection Act. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with service recovery, complaint handling and negotiation in sales in their own organisation.
What delegates leave able to do
- Explain service recovery to someone who does not do the work, measured against the Consumer Protection Act
- Improve complaint handling within their own organisation
- Bring negotiation in sales into line with current good practice
- Make a decision about needs analysis without waiting for a specialist
What the course covers
- Telephone and contact centre skills
- Customer retention
- Service recovery
- Complaint handling
- Negotiation in sales
- Needs analysis
- Pipeline management
Who should attend
- sales representatives
- branch managers
- client relationship managers
- service desk staff
- contact centre team leaders
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 900 |
Per delegate, for the full 5 days. Covers tuition, course materials and refreshments. Excludes travel and accommodation. South African courses carry VAT at 15%; on deliveries outside South Africa the VAT position is confirmed on the quotation, because it depends on where your organisation is registered.
Scheduled dates
| 30 Nov to 4 Dec 2026 | Online | USD 900 |
| 4 to 8 Jan 2027 | Johannesburg | R18 000 |
| 15 to 19 Feb 2027 | Online | USD 900 |
| 29 Mar to 2 Apr 2027 | Johannesburg | R18 000 |
| 3 to 7 May 2027 | Nairobi | USD 1 800 |
| 7 to 11 Jun 2027 | Johannesburg | R18 000 |
| 19 to 23 Jul 2027 | Durban | R18 000 |
| 16 to 20 Aug 2027 | Accra | USD 1 800 |
| 20 to 24 Sep 2027 | Lusaka | USD 1 800 |
| 18 to 22 Oct 2027 | Johannesburg | R18 000 |
| 29 Nov to 3 Dec 2027 | Lagos | USD 1 800 |
Dates are the published schedule at the time this page was printed. We also run this programme on request, and in-house for a full team.
How to book
Call 069 221 6943 or email info@isptrainings.co.za with the date and the number of delegates. We reply with a written quotation and an invoice. A registration is not a confirmed booking until we confirm it in writing.
Innovative Special Projects|Monday to Friday, 08:00 to 18:00 (SAST)