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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Advanced Voice of the Customer
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 customer journey mapping, sales forecasting 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 negotiation in sales, upselling and cross selling and service recovery in their own organisation.
What delegates leave able to do
- Spot where negotiation in sales is failing before it becomes a finding, measured against the Consumer Protection Act
- Review upselling and cross selling and say plainly whether it is working
- Bring service recovery into line with current good practice
- Make a decision about consultative selling without waiting for a specialist
What the course covers
- Customer journey mapping
- Sales forecasting
- Negotiation in sales
- Upselling and cross selling
- Service recovery
- Consultative selling
- Key account management
Who should attend
- sales representatives
- sales managers
- service desk staff
- contact centre team leaders
- customer service 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
| 23 to 27 Nov 2026 | Johannesburg | R18 000 |
| 25 to 29 Jan 2027 | Johannesburg | R18 000 |
| 22 to 26 Feb 2027 | Cape Town | R18 000 |
| 29 Mar to 2 Apr 2027 | Lusaka | USD 1 800 |
| 3 to 7 May 2027 | Lusaka | USD 1 800 |
| 14 to 18 Jun 2027 | Port Louis | USD 1 800 |
| 12 to 16 Jul 2027 | Cape Town | R18 000 |
| 30 Aug to 3 Sep 2027 | Pretoria | R18 000 |
| 4 to 8 Oct 2027 | Pretoria | R18 000 |
| 1 to 5 Nov 2027 | Durban | R18 000 |
| 29 Nov to 3 Dec 2027 | Online | USD 900 |
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)