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
Retail Management for Managers
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 difficult conversations and telephone and contact centre skills 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 voice of the customer programmes, negotiation in sales and key account management in their own organisation.
What delegates leave able to do
- Spot where voice of the customer programmes is failing before it becomes a finding, measured against recognised service design practice
- Put negotiation in sales on a footing they can defend to a reviewer
- Review key account management and say plainly whether it is working
- Explain sales forecasting to someone who does not do the work
What the course covers
- Difficult conversations
- Telephone and contact centre skills
- Voice of the customer programmes
- Negotiation in sales
- Key account management
- Sales forecasting
- Service recovery
Who should attend
- customer service managers
- service desk staff
- sales representatives
- key account managers
- sales 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
| 26 to 28 Oct 2026 | Johannesburg | R13 000 |
| 23 to 25 Nov 2026 | Pretoria | R13 000 |
| 8 to 10 Feb 2027 | Johannesburg | R13 000 |
| 8 to 10 Mar 2027 | Johannesburg | R13 000 |
| 12 to 14 Apr 2027 | Online | USD 900 |
| 17 to 19 May 2027 | Harare | USD 1 500 |
| 21 to 23 Jun 2027 | Cape Town | R13 000 |
| 26 to 28 Jul 2027 | Durban | R13 000 |
| 6 to 8 Sep 2027 | Johannesburg | R13 000 |
| 11 to 13 Oct 2027 | Dar es Salaam | USD 1 500 |
| 29 Nov to 1 Dec 2027 | Pretoria | 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)