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The missing link

The missing link Outlines the position of salespeople in the downfall of many TQM programmes. Examines training procedures in sales departments and suggests three reasons for deficiencies which are generally overlooked an assumption that the sales department already works to ensure that it meets customer expectations fear revolving around the theory if it works leave it alone the fact that many consultants are out of touch with modern theories about selling. Discusses the implementation of specific training techniques in the internal and external customer area. Suggests that sales and sales management training programmes related to a TQM environment should be specially written for the individual culture. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Managing Service Quality Emerald Publishing

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0960-4529
DOI
10.1108/09604529210029164
Publisher site
See Article on Publisher Site

Abstract

Outlines the position of salespeople in the downfall of many TQM programmes. Examines training procedures in sales departments and suggests three reasons for deficiencies which are generally overlooked an assumption that the sales department already works to ensure that it meets customer expectations fear revolving around the theory if it works leave it alone the fact that many consultants are out of touch with modern theories about selling. Discusses the implementation of specific training techniques in the internal and external customer area. Suggests that sales and sales management training programmes related to a TQM environment should be specially written for the individual culture.

Journal

Managing Service QualityEmerald Publishing

Published: Feb 1, 1992

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