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Network Sales and Services Handbook by Matthew J. Castelli

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Introduction

One of the most significant challenges in any technical organization is knowledge transfer; getting the knowledge from those “in the know” (network engineers or consultants) to those on the “front lines,” the individuals who are selling and supporting (servicing) network services to a client (current or prospect). Individuals on a sales/service team do not have a lot of time because they are quota driven and time away from the field is potentially lost revenue. Frequently conducted formal or lengthy training sessions are not always attended. Understanding knowledge transfer is necessary for people working as customer service representatives and managers, engineering technicians, and pre-sales account managers.

Throughout this book, ...

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