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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Customer Journey Mapping: 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 negotiation in sales and pipeline management on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with needs analysis, consultative selling and service recovery in their own organisation.
What delegates leave able to do
- Bring needs analysis into line with current good practice, measured against the Consumer Protection Act
- Make a decision about consultative selling without waiting for a specialist
- Put service recovery on a footing they can defend to a reviewer
- Spot where voice of the customer programmes is failing before it becomes a finding
What the course covers
- Negotiation in sales
- Pipeline management
- Needs analysis
- Consultative selling
- Service recovery
- Voice of the customer programmes
- Service standards
Who should attend
- service desk staff
- sales managers
- client relationship 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
| 2 to 4 Nov 2026 | Pretoria | R13 000 |
| 11 to 13 Jan 2027 | Online | USD 900 |
| 22 to 24 Feb 2027 | Online | USD 900 |
| 12 to 14 Apr 2027 | Dubai | USD 1 500 |
| 17 to 19 May 2027 | Accra | USD 1 500 |
| 28 to 30 Jun 2027 | Port Louis | USD 1 500 |
| 26 to 28 Jul 2027 | Pretoria | R13 000 |
| 23 to 25 Aug 2027 | Johannesburg | R13 000 |
| 27 to 29 Sep 2027 | Port Louis | USD 1 500 |
| 1 to 3 Nov 2027 | Cape Town | R13 000 |
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)