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
Sales 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 objection handling and difficult conversations on live scenarios rather than listening to theory about them. The practical emphasis is deliberate: service recovery is usually the moment that decides whether a customer stays, and reading about the method has repeatedly proved insufficient. Delegates leave able to work confidently with telephone and contact centre skills, customer journey mapping and needs analysis in their own organisation.
What delegates leave able to do
- Bring telephone and contact centre skills into line with current good practice, measured against the Consumer Protection Act
- Put customer journey mapping on a footing they can defend to a reviewer
- Explain needs analysis to someone who does not do the work
- Improve service standards within their own organisation
What the course covers
- Objection handling
- Difficult conversations
- Telephone and contact centre skills
- Customer journey mapping
- Needs analysis
- Service standards
- Service recovery
Who should attend
- client relationship managers
- branch managers
- sales representatives
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
| 2 to 4 Nov 2026 | Johannesburg | R13 000 |
| 4 to 6 Jan 2027 | Cape Town | R13 000 |
| 22 to 24 Feb 2027 | Kigali | USD 1 500 |
| 12 to 14 Apr 2027 | Online | USD 900 |
| 24 to 26 May 2027 | Johannesburg | R13 000 |
| 12 to 14 Jul 2027 | Johannesburg | R13 000 |
| 16 to 18 Aug 2027 | Johannesburg | R13 000 |
| 27 to 29 Sep 2027 | Dubai | USD 1 500 |
| 8 to 10 Nov 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)