It's one of those things I think. As moderators we don't really know anything about the business side of things, we're purely volunteers to help with the forum etc. However, in my experience of the world you tend not to get subject experts working in sales or call centres. That is absolutely no disrespect to anyone working in such roles, it's just that if they were experts in the subject matter, they would likely be working more closely to the subject.
You should hear some of the calls I have with our IT support team in work. It's so frustrating as they have a manual that they need to follow when I typically understand more of the systems than 99% of their entire staff. That's not me being egotistical, it's just a fact
In all walks of life I tend to find enthusiasts know far more about the subject they are enthusiastic about than, typically, those hired to facilitate offerings. A good example of this, that I always cite, is when it comes to purchasing a car. The sales team are typically very knowledgeable about the brochure and the positives to try and promote the items they are looking to sell.... but they don't need to understand the nuts and bolts or the operation of the systems.
There will be always be guides and training, but this gives very little insight into actual daily use.
