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.
Francis, K. (1992), "The missing link", Managing Service Quality: An International Journal, Vol. 2 No. 2, pp. 111-114. https://doi.org/10.1108/09604529210029164
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