Task analysis and rationale for a performance based consultative sales training program for electric utility customer engineers
A job task analysis was performed to determine the major tasks and specific competencies required of electric power company customer engineers in a changing economic and technological climate. Through an examination of occupational documents, interviews with occupational specialists, and a questionnaire completed by an electric utility company focus group, 13 major customer tasks and 222 specific competencies were identified. Based on the data, guidelines for a consultative sales training curriculum were recommended. While three of the 222 customer engineer competencies were unconfirmed, this study does represent the single source of at least 219 verified electric utility customer-engineer competencies, heretofore not in existence. Formal training of electric utility customer engineers should include a thorough orientation to the many specific terms, requirements, practices, rules, and procedures of the electric utility industry and company, and this training should include on the job coaching with followup instruction. The formal training should be consistent with the consultative selling style and philosophy to meet changing needs of customers as well as the electric utility industry and its representatives.
- Research Organization:
- Pittsburgh Univ., PA (USA)
- OSTI ID:
- 7253559
- Resource Relation:
- Other Information: Thesis (Ph. D.)
- Country of Publication:
- United States
- Language:
- English
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