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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: Tools and Techniques
Customer Experience and Sales|3 days|Classroom or live online
This is a hands-on programme. Delegates spend most of the time working through service standards and key account management on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: sales teams are frequently trained on the product and never on the conversation, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with customer journey mapping, sales forecasting and difficult conversations in their own organisation.
What delegates leave able to do
- Improve customer journey mapping within their own organisation, measured against consultative selling methodology
- Put sales forecasting on a footing they can defend to a reviewer
- Spot where difficult conversations is failing before it becomes a finding
- Take ownership of objection handling rather than escalating it
What the course covers
- Service standards
- Key account management
- Customer journey mapping
- Sales forecasting
- Difficult conversations
- Objection handling
- Telephone and contact centre skills
Who should attend
- service desk staff
- 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
| 23 to 25 Nov 2026 | Lagos | USD 1 500 |
| 4 to 6 Jan 2027 | Nairobi | USD 1 500 |
| 1 to 3 Feb 2027 | Online | USD 900 |
| 1 to 3 Mar 2027 | Kampala | USD 1 500 |
| 12 to 14 Apr 2027 | Pretoria | R13 000 |
| 10 to 12 May 2027 | Johannesburg | R13 000 |
| 21 to 23 Jun 2027 | Durban | R13 000 |
| 2 to 4 Aug 2027 | Pretoria | R13 000 |
| 6 to 8 Sep 2027 | Lagos | USD 1 500 |
| 11 to 13 Oct 2027 | Online | USD 900 |
| 8 to 10 Nov 2027 | Nairobi | USD 1 500 |
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)