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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Leading Key Account 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 upselling and cross selling and complaint handling from the position of someone who must review, approve and answer for the output. Managers carry this because customer complaints are logged far more often than they are analysed, and the accountability does not delegate cleanly. Delegates leave able to work confidently with objection handling, service level design and negotiation in sales in their own organisation.
What delegates leave able to do
- Put objection handling on a footing they can defend to a reviewer, measured against recognised service design practice
- Make a decision about service level design without waiting for a specialist
- Improve negotiation in sales within their own organisation
- Review sales forecasting and say plainly whether it is working
What the course covers
- Upselling and cross selling
- Complaint handling
- Objection handling
- Service level design
- Negotiation in sales
- Sales forecasting
- Voice of the customer programmes
Who should attend
- contact centre team leaders
- service desk staff
- branch managers
- client relationship managers
- key account 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
| 11 to 13 Jan 2027 | Kigali | USD 1 500 |
| 15 to 17 Feb 2027 | Cairo | USD 1 500 |
| 15 to 17 Mar 2027 | Cape Town | R13 000 |
| 19 to 21 Apr 2027 | Port Louis | USD 1 500 |
| 7 to 9 Jun 2027 | Nairobi | USD 1 500 |
| 19 to 21 Jul 2027 | Johannesburg | R13 000 |
| 23 to 25 Aug 2027 | Durban | R13 000 |
| 4 to 6 Oct 2027 | Johannesburg | R13 000 |
| 15 to 17 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)