Fundamentals of Retail Management

Customer Experience and Sales|2 days|Classroom or live online

Fundamentals of Retail Management is built for delegates who need to be useful in this area quickly. It starts at first principles and works through difficult conversations and complaint handling without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with service recovery, customer journey mapping and negotiation in sales in their own organisation.

What delegates leave able to do

Make a decision about service recovery without waiting for a specialist, measured against the Consumer Protection Act
Bring customer journey mapping into line with current good practice
Put negotiation in sales on a footing they can defend to a reviewer
Spot where needs analysis is failing before it becomes a finding

What the course covers

Difficult conversations
Complaint handling
Service recovery
Customer journey mapping
Negotiation in sales
Needs analysis
Pipeline management

Who should attend

contact centre team leaders
client relationship managers
customer service managers
key account managers

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 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 10 Nov 2026	Cape Town	R10 000
15 to 16 Feb 2027	Kigali	USD 1 100
5 to 6 Apr 2027	Pretoria	R10 000
10 to 11 May 2027	Online	USD 900
7 to 8 Jun 2027	Pretoria	R10 000
19 to 20 Jul 2027	Windhoek	USD 1 100
16 to 17 Aug 2027	Online	USD 900
20 to 21 Sep 2027	Cairo	USD 1 100
1 to 2 Nov 2027	Johannesburg	R10 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)