Salesforce Quality: A FRAMEWORK FOR IMPROVEMENT

Abstract

It is rarely acknowledged that salespeople occupy a unique position as a contact between the customer and the firm, and therefore a plan for salesforce quality can reap considerable benefits. Presents and discusses a framework designed to improve salesforce quality in specific areas and as a whole. Its dimensions include persistence, reliability, integrity, desire and empathy (PRIDE), teamwork, research, learning, change, leadership, and service. Concludes that once salesforce quality has been achieved, many of the same concepts can be applied throughout the organization.

Citation

Ellis, B. and Anne Raymond, M. (1993), "Salesforce Quality: A FRAMEWORK FOR IMPROVEMENT", Journal of Business & Industrial Marketing, Vol. 8 No. 3, pp. 17-27. https://doi.org/10.1108/08858629310044147