ABSTRACT
In the case of field personnel, such as salespeople, customer support personnel and field engineers, appraisals are often based upon performance in customers' offices. The accompanying manager closely assesses the performance of the employee. One frequent criticism of performance appraisals is their focus on past performance. Most of the assessment process is based on on how the individual performed in the review period against established targets or behavioural objectives. The concept of POST (Product Oriented Sales Training) was established with case studies interspersed with theory sessions and role-plays. These were not only taken by trainers and line managers but also suitably qualified customer personnel at various levels were invited to attend and evaluate intermediate and final presentations. An international telecommunications company became concerned about the level of productivity of its apparently elite and talented field force.
