Retail Management for Non-Specialists

Customer Experience and Sales|2 days|Classroom or live online

Retail Management for Non-Specialists is built for delegates who need to be useful in this area quickly. It starts at first principles and works through proposal writing and upselling and cross selling without assuming prior specialist training. The programme exists because sales teams are frequently trained on the product and never on the conversation, and because capability in this area is usually built on the job with no structure behind it. Delegates leave able to work confidently with customer retention, pipeline management and objection handling in their own organisation.

What delegates leave able to do

Bring customer retention into line with current good practice, measured against recognised service design practice
Improve pipeline management within their own organisation
Take ownership of objection handling rather than escalating it
Make a decision about voice of the customer programmes without waiting for a specialist

What the course covers

Proposal writing
Upselling and cross selling
Customer retention
Pipeline management
Objection handling
Voice of the customer programmes
Key account management

Who should attend

service desk staff
client relationship managers
key account managers
sales representatives

Fees

South Africa	R10 000
Elsewhere in Africa and the Gulf	USD 1 100
Live online	USD 900

Per delegate, for the full 2 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

19 to 20 Oct 2026	Harare	USD 1 100
30 Nov to 1 Dec 2026	Kigali	USD 1 100
11 to 12 Jan 2027	Lusaka	USD 1 100
8 to 9 Feb 2027	Johannesburg	R10 000
29 to 30 Mar 2027	Pretoria	R10 000
10 to 11 May 2027	Port Louis	USD 1 100
14 to 15 Jun 2027	Harare	USD 1 100
19 to 20 Jul 2027	Online	USD 900
16 to 17 Aug 2027	Kampala	USD 1 100
20 to 21 Sep 2027	Johannesburg	R10 000
25 to 26 Oct 2027	Pretoria	R10 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)