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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Negotiation for Sales Masterclass
Customer Experience and Sales|5 days|Classroom or live online
This advanced programme assumes delegates already work in the field. It goes past the basics into proposal writing, upselling and cross selling and the judgement calls that sit outside recognised service design practice. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because customer complaints are logged far more often than they are analysed. Delegates leave able to work confidently with complaint handling, objection handling and service recovery in their own organisation.
What delegates leave able to do
- Spot where complaint handling is failing before it becomes a finding, measured against recognised service design practice
- Bring objection handling into line with current good practice
- Improve service recovery within their own organisation
- Put service standards on a footing they can defend to a reviewer
What the course covers
- Proposal writing
- Upselling and cross selling
- Complaint handling
- Objection handling
- Service recovery
- Service standards
- Negotiation in sales
Who should attend
- contact centre team leaders
- sales representatives
- branch managers
- service desk staff
- customer service managers
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 900 |
Per delegate, for the full 5 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
| 5 to 9 Oct 2026 | Johannesburg | R18 000 |
| 9 to 13 Nov 2026 | Durban | R18 000 |
| 1 to 5 Feb 2027 | Johannesburg | R18 000 |
| 8 to 12 Mar 2027 | Port Louis | USD 1 800 |
| 19 to 23 Apr 2027 | Pretoria | R18 000 |
| 7 to 11 Jun 2027 | Cape Town | R18 000 |
| 12 to 16 Jul 2027 | Dubai | USD 1 800 |
| 9 to 13 Aug 2027 | Online | USD 900 |
| 13 to 17 Sep 2027 | Online | USD 900 |
| 11 to 15 Oct 2027 | Windhoek | USD 1 800 |
| 8 to 12 Nov 2027 | Johannesburg | R18 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)