Key Account Management for Non-Specialists

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

Key Account Management for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through voice of the customer programmes and service level design 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 objection handling, consultative selling and sales forecasting in their own organisation.

What delegates leave able to do

Make a decision about objection handling without waiting for a specialist, measured against consultative selling methodology
Take ownership of consultative selling rather than escalating it
Spot where sales forecasting is failing before it becomes a finding
Explain customer retention to someone who does not do the work

What the course covers

Voice of the customer programmes
Service level design
Objection handling
Consultative selling
Sales forecasting
Customer retention
Customer journey mapping

Who should attend

sales managers
service desk staff
sales representatives
branch 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

30 Nov to 1 Dec 2026	Accra	USD 1 100
4 to 5 Jan 2027	Kigali	USD 1 100
22 to 23 Feb 2027	Durban	R10 000
22 to 23 Mar 2027	Pretoria	R10 000
3 to 4 May 2027	Dar es Salaam	USD 1 100
7 to 8 Jun 2027	Johannesburg	R10 000
19 to 20 Jul 2027	Johannesburg	R10 000
23 to 24 Aug 2027	Nairobi	USD 1 100
27 to 28 Sep 2027	Pretoria	R10 000
8 to 9 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)