Knowledge Structure Differences between More Effective and Less Effective Salespeople
研究电话销售人员发现，高效销售人员对客户特征和销售策略的知识结构更丰富、关联更紧密，而分类数量无显著差异；纵向研究验证了结论。
A study of salespeople working for a telephone marketing operation indicates that more effective (above average) salespeople have richer and more interrelated knowledge structures about their customers than do less effective (below average) salespeople in terms of both customer traits and strategies for selling to the customers. No significant differences are found between effective and less effective salespeople on the number of categories used to classify customers. A longitudinal study that tracked entering salespeople over time, from the less effective to the more effective stage, validates the findings of the cross-sectional study. Implications of these findings for sales management practice and the small but growing literature on real-world competence are discussed.