When customers call with questions about service availability, CSRs had better know about the product rollout schedule. If the marketing department is planning a service promotion, it needs to keep the front office informed about all of the details. CSRs also need to be familiar with technical work schedules so that service commitments can be met. And when service problems arise, the business office should be one of the first departments to be informed. Perhaps the most important tool that you can give your sales force is formal training.
Many companies have the senior employees train new staff members.
This approach is practical, and it can work if the senior employee exhibits the type of behavior that new employees are expected to emulate. But if the trainer has never received adequate training or has a poor attitude, this system just perpetuates a bad cycle. Few companies measure individual employee proficiency. Periodic testing to determine areas needing retraining or attention can be very effective. Many companies occasionally engage outside consultants to speak about sales in a generic manner.