Comments on the changes in attitude of sales personnel now that customers wield more power; customer satisfaction, customer care and quality are priorities now that companies cannot afford to lose existing customers and have to work hard to attract new ones. Studies examples of how sales staff...

Reports on the training and development focus of five National Training Award winners – North West Water, Reading Buses, Black & Decker, Pirelli and Dolland & Aitchison – and at how their training programmes have affected their businesses.