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
Consultative Selling: Tools and Techniques
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through telephone and contact centre skills and complaint handling on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with voice of the customer programmes, service standards and service level design in their own organisation.
What delegates leave able to do
- Take ownership of voice of the customer programmes rather than escalating it, measured against the Consumer Protection Act
- Improve service standards within their own organisation
- Review service level design and say plainly whether it is working
- Make a decision about upselling and cross selling without waiting for a specialist
What the course covers
- Telephone and contact centre skills
- Complaint handling
- Voice of the customer programmes
- Service standards
- Service level design
- Upselling and cross selling
- Difficult conversations
Who should attend
- key account managers
- client relationship managers
- branch managers
Fees
| South Africa | R13 000 |
| Elsewhere in Africa and the Gulf | USD 1 500 |
| Live online | USD 900 |
Per delegate, for the full 3 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
| 9 to 11 Nov 2026 | Pretoria | R13 000 |
| 11 to 13 Jan 2027 | Lagos | USD 1 500 |
| 8 to 10 Feb 2027 | Lusaka | USD 1 500 |
| 15 to 17 Mar 2027 | Pretoria | R13 000 |
| 26 to 28 Apr 2027 | Johannesburg | R13 000 |
| 7 to 9 Jun 2027 | Pretoria | R13 000 |
| 12 to 14 Jul 2027 | Nairobi | USD 1 500 |
| 23 to 25 Aug 2027 | Nairobi | USD 1 500 |
| 27 to 29 Sep 2027 | Pretoria | R13 000 |
| 15 to 17 Nov 2027 | Nairobi | USD 1 500 |
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)