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A mention of sales person product knowledge was mentioned. This is a real problem for big business. I did a sales course nearly 60 years ago where the instructor kept impressing us that you always need to respect the boss (the boss of course was the customer).
The big retail stores know this and try to impress it on their staff but it does not always work with some staff and the problem is that you can't sack these people who ruin your business. They all seem to know the laws and the other problem is that "if you pay peanuts you get monkeys"
Barry
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