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.