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Executive and professional training
305 Glenwood Road, Faerie Glen, Pretoria, South Africa
069 221 6943
info@isptrainings.co.za
Strategic Retail Management
Customer Experience and Sales|5 days|Classroom or live online
Strategic Retail Management looks at this work from the level at which it is resourced and defended. The focus is on key account management, service recovery and how both connect to what the organisation is actually trying to achieve. This matters at the strategic level because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with difficult conversations, negotiation in sales and sales forecasting in their own organisation.
What delegates leave able to do
- Spot where difficult conversations is failing before it becomes a finding, measured against recognised service design practice
- Review negotiation in sales and say plainly whether it is working
- Bring sales forecasting into line with current good practice
- Make a decision about consultative selling without waiting for a specialist
What the course covers
- Key account management
- Service recovery
- Difficult conversations
- Negotiation in sales
- Sales forecasting
- Consultative selling
- Customer journey mapping
Who should attend
- key account managers
- customer service managers
- contact centre team leaders
- service desk staff
- client relationship managers
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
| 19 to 23 Oct 2026 | Online | USD 900 |
| 16 to 20 Nov 2026 | Kampala | USD 1 800 |
| 1 to 5 Feb 2027 | Dubai | USD 1 800 |
| 1 to 5 Mar 2027 | Johannesburg | R18 000 |
| 5 to 9 Apr 2027 | Pretoria | R18 000 |
| 10 to 14 May 2027 | Cape Town | R18 000 |
| 14 to 18 Jun 2027 | Pretoria | R18 000 |
| 2 to 6 Aug 2027 | Johannesburg | R18 000 |
| 13 to 17 Sep 2027 | Gaborone | USD 1 800 |
| 25 to 29 Oct 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)