As director of retail sales at a major bank, I used to worry about whether my staff could meet customers' expectations.

One usually has only a single opportunity with a prospect, so knowledgeable and well-trained professionals are vital to success. We were converting service representatives into salespeople every week. Their training and continuing education for experienced staff meant time out of the branch, less time spent selling, and missed opportunities. I couldn't even be sure people were retaining the knowledge I was trying to impart.

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