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069 221 6943

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Innovative Special Projects

Executive and professional training

305 Glenwood Road, Faerie Glen, Pretoria, South Africa

069 221 6943

info@isptrainings.co.za

Practical Difficult Customer Conversations

Customer Experience and Sales|3 days|Classroom or live online

This is a hands-on programme. Delegates spend most of the time working through key account management and proposal writing on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with difficult conversations, customer retention and sales forecasting in their own organisation.

What delegates leave able to do

  • Improve difficult conversations within their own organisation, measured against consultative selling methodology
  • Bring customer retention into line with current good practice
  • Put sales forecasting on a footing they can defend to a reviewer
  • Review service recovery and say plainly whether it is working

What the course covers

  • Key account management
  • Proposal writing
  • Difficult conversations
  • Customer retention
  • Sales forecasting
  • Service recovery
  • Negotiation in sales

Who should attend

  • customer service managers
  • key account managers
  • sales managers

Fees

South AfricaR13 000
Elsewhere in Africa and the GulfUSD 1 500
Live onlineUSD 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

30 Nov to 2 Dec 2026OnlineUSD 900
4 to 6 Jan 2027DubaiUSD 1 500
1 to 3 Feb 2027DubaiUSD 1 500
8 to 10 Mar 2027OnlineUSD 900
26 to 28 Apr 2027AccraUSD 1 500
7 to 9 Jun 2027PretoriaR13 000
26 to 28 Jul 2027JohannesburgR13 000
6 to 8 Sep 2027GaboroneUSD 1 500
11 to 13 Oct 2027DurbanR13 000
22 to 24 Nov 2027OnlineUSD 900

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)