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
Leading Contact Centre Management Teams
Customer Experience and Sales|3 days|Classroom or live online
This programme is for the person accountable for the work rather than the person doing it. It covers needs analysis and consultative selling from the position of someone who must review, approve and answer for the output. Managers carry this because sales teams are frequently trained on the product and never on the conversation, and the accountability does not delegate cleanly. Delegates leave able to work confidently with service level design, negotiation in sales and proposal writing in their own organisation.
What delegates leave able to do
- Make a decision about service level design without waiting for a specialist, measured against consultative selling methodology
- Spot where negotiation in sales is failing before it becomes a finding
- Review proposal writing and say plainly whether it is working
- Explain service standards to someone who does not do the work
What the course covers
- Needs analysis
- Consultative selling
- Service level design
- Negotiation in sales
- Proposal writing
- Service standards
- Upselling and cross selling
Who should attend
- branch managers
- sales representatives
- key account managers
- sales managers
- customer service 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
| 16 to 18 Nov 2026 | Kampala | USD 1 500 |
| 18 to 20 Jan 2027 | Online | USD 900 |
| 22 to 24 Feb 2027 | Pretoria | R13 000 |
| 22 to 24 Mar 2027 | Johannesburg | R13 000 |
| 26 to 28 Apr 2027 | Pretoria | R13 000 |
| 14 to 16 Jun 2027 | Harare | USD 1 500 |
| 19 to 21 Jul 2027 | Dubai | USD 1 500 |
| 30 Aug to 1 Sep 2027 | Pretoria | R13 000 |
| 4 to 6 Oct 2027 | Durban | R13 000 |
| 22 to 24 Nov 2027 | Johannesburg | 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)