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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 Masterclass
Customer Experience and Sales|5 days|Classroom or live online
This advanced programme assumes delegates already work in the field. It goes past the basics into objection handling, key account management and the judgement calls that sit outside consultative selling methodology. At this level the constraint is rarely knowledge. It is judgement under pressure, which matters because service recovery is usually the moment that decides whether a customer stays. Delegates leave able to work confidently with pipeline management, telephone and contact centre skills and service recovery in their own organisation.
What delegates leave able to do
- Bring pipeline management into line with current good practice, measured against consultative selling methodology
- Improve telephone and contact centre skills within their own organisation
- Take ownership of service recovery rather than escalating it
- Explain complaint handling to someone who does not do the work
What the course covers
- Objection handling
- Key account management
- Pipeline management
- Telephone and contact centre skills
- Service recovery
- Complaint handling
- Service standards
Who should attend
- service desk staff
- branch managers
- customer service managers
- key account managers
- sales representatives
Fees
| South Africa | R18 000 |
| Elsewhere in Africa and the Gulf | USD 1 800 |
| Live online | USD 900 |
Per delegate, for the full 5 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
| 12 to 16 Oct 2026 | Online | USD 900 |
| 23 to 27 Nov 2026 | Pretoria | R18 000 |
| 11 to 15 Jan 2027 | Dubai | USD 1 800 |
| 22 to 26 Feb 2027 | Gaborone | USD 1 800 |
| 12 to 16 Apr 2027 | Cape Town | R18 000 |
| 17 to 21 May 2027 | Durban | R18 000 |
| 28 Jun to 2 Jul 2027 | Durban | R18 000 |
| 16 to 20 Aug 2027 | Cairo | USD 1 800 |
| 27 Sep to 1 Oct 2027 | Online | USD 900 |
| 1 to 5 Nov 2027 | Cape Town | R18 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)