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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Retail Management Auditing and Assurance
Customer Experience and Sales|3 days|Classroom or live online
This programme is written from the assurance side. Delegates learn to test whether negotiation in sales and objection handling are working as claimed, and how to evidence the conclusion. Assurance work is under scrutiny because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with pipeline management, customer journey mapping and needs analysis in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against recognised service design practice
- Make a decision about customer journey mapping without waiting for a specialist
- Review needs analysis and say plainly whether it is working
- Put complaint handling on a footing they can defend to a reviewer
What the course covers
- Negotiation in sales
- Objection handling
- Pipeline management
- Customer journey mapping
- Needs analysis
- Complaint handling
- Voice of the customer programmes
Who should attend
- sales managers
- sales representatives
- key account managers
- branch managers
- client relationship 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
| 5 to 7 Oct 2026 | Windhoek | USD 1 500 |
| 2 to 4 Nov 2026 | Durban | R13 000 |
| 30 Nov to 2 Dec 2026 | Kigali | USD 1 500 |
| 1 to 3 Feb 2027 | Durban | R13 000 |
| 8 to 10 Mar 2027 | Johannesburg | R13 000 |
| 26 to 28 Apr 2027 | Gaborone | USD 1 500 |
| 7 to 9 Jun 2027 | Johannesburg | R13 000 |
| 12 to 14 Jul 2027 | Dubai | USD 1 500 |
| 30 Aug to 1 Sep 2027 | Accra | USD 1 500 |
| 4 to 6 Oct 2027 | Cairo | USD 1 500 |
| 8 to 10 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)