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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 for Small and Medium Enterprises
Customer Experience and Sales|3 days|Classroom or live online
Retail Management for Small and Medium Enterprises takes the discipline and works it through the constraints of this operating context, including upselling and cross selling, consultative selling and the compliance obligations that come with it. The sector framing is necessary because service recovery is usually the moment that decides whether a customer stays, and generic training rarely survives contact with the local rules. Delegates leave able to work confidently with service level design, service standards and customer retention in their own organisation.
What delegates leave able to do
- Take ownership of service level design rather than escalating it, measured against consultative selling methodology
- Review service standards and say plainly whether it is working
- Explain customer retention to someone who does not do the work
- Bring service recovery into line with current good practice
What the course covers
- Upselling and cross selling
- Consultative selling
- Service level design
- Service standards
- Customer retention
- Service recovery
- Sales forecasting
Who should attend
- service desk staff
- customer service managers
- contact centre team leaders
- 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
| 19 to 21 Oct 2026 | Online | USD 900 |
| 30 Nov to 2 Dec 2026 | Lusaka | USD 1 500 |
| 11 to 13 Jan 2027 | Johannesburg | R13 000 |
| 15 to 17 Feb 2027 | Pretoria | R13 000 |
| 29 to 31 Mar 2027 | Online | USD 900 |
| 17 to 19 May 2027 | Johannesburg | R13 000 |
| 21 to 23 Jun 2027 | Johannesburg | R13 000 |
| 2 to 4 Aug 2027 | Cape Town | R13 000 |
| 13 to 15 Sep 2027 | Cape Town | R13 000 |
| 25 to 27 Oct 2027 | Online | USD 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)