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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Advanced Telephone Skills
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 difficult conversations, consultative selling and the judgement calls that sit outside consultative selling methodology. 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 needs analysis, service level design and key account management in their own organisation.
What delegates leave able to do
- Make a decision about needs analysis without waiting for a specialist, measured against consultative selling methodology
- Put service level design on a footing they can defend to a reviewer
- Review key account management and say plainly whether it is working
- Spot where proposal writing is failing before it becomes a finding
What the course covers
- Difficult conversations
- Consultative selling
- Needs analysis
- Service level design
- Key account management
- Proposal writing
- Negotiation in sales
Who should attend
- customer service managers
- client relationship managers
- sales managers
- contact centre team leaders
- branch managers
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
| 16 to 20 Nov 2026 | Nairobi | USD 1 800 |
| 1 to 5 Feb 2027 | Pretoria | R18 000 |
| 8 to 12 Mar 2027 | Johannesburg | R18 000 |
| 26 to 30 Apr 2027 | Dubai | USD 1 800 |
| 7 to 11 Jun 2027 | Durban | R18 000 |
| 26 to 30 Jul 2027 | Pretoria | R18 000 |
| 23 to 27 Aug 2027 | Windhoek | USD 1 800 |
| 4 to 8 Oct 2027 | Cape Town | R18 000 |
| 8 to 12 Nov 2027 | Windhoek | 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)