Study of attitudes and motivation of staff, particularly those who come into direct contact with customers
As in any large company, whether it be a financial institution or a firm in another sector altogether, a number of questions and therefore sometimes subjective, preconceived ideas exist regarding the efficiency of the sales network. The sales force is in fact an important factor in the success of an institution like ours : the particular qualities of a product in fact constitute a sales argument only if they are backed up by a high-quality competent sales force. And growing importance must be accorded to technical competence, customer reception and the friendliness of the sales personnel.
Authors: Gillian S. Greenway, Peter W. Southgate
February 1, 1985
- This could also be of interest