The Use of an "Expert" to Train Salespeople

Rubash, Arlyn R.; Sullivan, Rawlie R.; Herzog, Paul H.
August 1987
Journal of Personal Selling & Sales Management;Aug87, Vol. 7 Issue 2, p49
Academic Journal
The article discusses ways in which expert systems will train salespeople to provide improved customer services. Computer technology enhancements over the next decade are likely in capacity, speed and sophistication. While each of these enhancements is important and likely to produce superior applications, this paper argues that the major benefit will be realized in growing sophistication in computer use by salespeople in the field. In any sales-driven organization, early acclimation to the selling process is a key for new and intermediate sales people. The sooner a person achieves or increases a level of selling competence, the more likely he or she will become successful and continue in a selling career. Success expands the performance of the sales-driven individual and company alike. An expert system, sometimes called a knowledge system, is simply a computer system that behaves as a human expert. Thus, questions and problems posed to expert systems should elicit the same responses you would receive from human experts. The expert system's heart is a powerful corpus of knowledge accumulated during and after system building.


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