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The Practice of System and Network Administration, Second Edition by Thomas A. Limoncelli, Christina J. Hogan, Strata R. Chalup

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Chapter 14. Customer Care

At the close of World War II, the United States found itself with a huge excess of manufacturing capacity. As a result, companies started producing hundreds of new products, giving households and businesses unprecedented choices. Thousands of returning service people found jobs selling these new products. All these factors combined to produce a new era for the U.S. economy.

Along with choices came competition. Companies found that it was no longer sufficient merely to have a large sales force; a good sales force was needed. They started to ask what makes high-performing salespeople different from the others.

Industry encouraged business schools to increase their study of the sales process. Research showed that the better ...

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