Table of contents
Overview
Even the most intense sales training can leave a “fleet on street” with questions when they encounter real-world challenges, shifting regulations, or product updates. The efficiency of your sales force depends on how your organization handles these queries. Traditionally, this process burdens subject matter experts (SMEs), but by moving through the four “Eras” of knowledge management from the manual “Stone Age” to the AI-driven “Post-Modern Era” companies can automate support, analyze training gaps, and ensure a smoother sales process. This overview explores how integrating Query Management Systems (QMS) with Learning Management Systems (LMS) transforms support into a competitive advantage.
The Challenges of Field Queries
Your sales forces went through this really intense sales training, but when the rubber meets the road and they are in the field, there are many questions product sales or other business aspect. As part of sales forces effectiveness and performance support, your subject matter experts have to answer those questions. This is where sales force automation support comes into play.
There has to be an effective way to handle those queries without burdening your subject matter experts/trainers, leading to a smoother sales process. Also, there is huge value in analyzing the root cause of these queries. At times, these queries originate in the sales training process (ILT or LMS e-Learnings), or they are due to changing industry dynamics, such as new regulations or product changes post-training.
The Four Eras of Knowledge Management
1. Stone Age Era: Emails and Phones
These organizations rely on emails and phones as support channels. They are marked by exhausted SMEs and trainers who battle between daily work and incoming queries.
- The Drawbacks: Most queries are repetitive FAQs. Landed in emails, they create a “search hell,” leading to complaints that SMEs are not responding in time. Phone calls are even worse due to time limits and a lack of scalability.
2. Medieval Era: The Query Management System (QMS)
Organizations in this era use a QMS to log and manage incoming queries via computer or mobile.
- The Benefits: This allows proper load balancing among available SMEs. SMEs can answer more effectively using curated responses for FAQs.
- Analytics: The organization can analyze query types to find gaps in training, though much of this manual analysis remains labor-intensive.
3. Modern Era: Connected QMS and LMS
This era features a “marriage” between the QMS and the LMS. Training is no longer a one-time activity but a tool for continuous performance support.
- The Benefits: When a query lands in the QMS, the system automatically lists relevant training materials. SMEs can refer to specific parts of existing training in their responses and easily push new FAQs into the LMS.
- Grading: Courses can be graded based on their effectiveness in preparing the sales force.
4. Post-Modern Era: AI Bots and Prescriptive Learning
In this era, organizations utilize AI bots to provide direct answers to sales folks.
- The Benefits: Bots handle various ways queries are asked, including vernacular languages. They excel at managing the “frequently asked question” category.
- Automation: The LMS can look at query demographics and automate refresher training assignments to the training manager, directly increasing sales force performance.
Taking Your Organization to the Next Era
As a leader, your success depends on moving your organization to the right “Era.” Stratbeans offers tools tailored to these levels:
- Medieval Era: Ask Expert QMS
- Modern Era: Ask Expert LMS Module (Course suggestions + Automatic FAQ creation)
- Post-Modern Era: GoPerform (AI bot for answering/automating queries + GOP LMS module)
FAQ
Q:Why is relying on email for sales queries considered “Stone Age”?
A:Emails create a disorganized environment where SMEs are forced to answer the same questions repeatedly. This leads to burnout for the experts and slow response times for the sales force, ultimately hindering the sales process.
Q:How does connecting the QMS and LMS improve performance?
A:Integration ensures that training content is always at the sales rep’s fingertips. Instead of searching for info, the system suggests relevant modules the moment a query is raised, turning the LMS into a real-time performance support tool.
Q:What is the main advantage of using AI bots in the Post-Modern Era?
A:AI bots provide instant, 24/7 responses to common queries in multiple languages. This removes the burden from SMEs entirely for repetitive questions and allows the system to prescribe specific “refresher” training based on the actual gaps identified by the bot.
Final Thoughts
Moving your sales force from the “Stone Age” to the “Post-Modern Era” is not just about adopting new technology; it is about creating a culture of instant, intelligent support. By automating repetitive queries and linking your support systems to your learning platforms, you ensure your “fleet on street” is always equipped with the most current knowledge. This evolution reduces SME burnout, closes training gaps, and drives measurable improvements in sales force effectiveness.
For enquiries, please write to us at: amit@stratbeans.com
