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manage your team


percent from the year before. So the recipe is working very nicely.”


JOSEPH LARGE RETAIL CHAIN SALES MANAGER


“Sales management is kind of a new experience for me. We sell pet medications – both prescription and over the counter – and I manage the inbound calls. I was on the phone myself for about a year and a half and then I moved into management. “I’m responsible for about 60 peo- ple. Most of the time, I’m putting out fires and monitoring, coaching, and trying to get the best out of every- body on the team. We track numbers of responses and conversions to sales, and my job is to listen and to try to get our people up to our standards for these numbers.


It’s All About the Customer HENRY CANADAY


ED TORRES SUPPLIES COMPANY NATIONAL SALES MANAGER “We sell food services and janitorial supplies – commodities like toilet paper, napkins, and cleaning chemi- cals – and we don’t have big margins on these products. There is plenty of competition, and these are the kinds of things that everybody thinks they can sell. “With all that competition, my big- gest challenge is that the customer al- ways wants to keep the door open to other salespeople. The solution is all in the relationship. You need to have a good product to offer. You have to build up a good track record with the customer. You have to be honest and get the customer to trust and like you.


12 | AUGUST 2015 SELLING POWER © 2015 SELLING POWER. CALL 1-800-752-7355 FOR REPRINT PERMISSION.


When you say you will call, you call. If you have a meeting, you get there on time. Whatever you say you will do, you do.


“I will still have tough accounts – and there will be plenty of price com- petition. So it will take a while to bring on a new account, and we have to give them lots of tender loving care. This is not a one-day sale, and I would not want it to be. If the customer buys from me overnight, I know they are not going to last long with me. And, when I get in there, I want it to be for a long period of time.


“Our company has been estab- lished for 54 years, and, in the last four years, we have doubled sales. This year we are coming in 27 per- cent above last year, which was up 16


“The way I look at it is that I have never ‘sold’ before, and I look at what we do as customer service. I look at every call as a customer service call – even if they are placing an order. That is my approach: ‘What can I do for you and what do you need?’ “Everything is about service and making the customer or client com- fortable and happy about getting what they want – and doing it all in a timely and pleasant way. “It is really my whole life experience that I am using in this job. I coached sports for kids for years, and coach- ing is coaching no matter where you are. You have to find the right way to motivate every person and the right buttons to push to get them to do what the company wants them to do. “This business is still new to me, and I am still learning every day. I try to work with reps as individuals, but still get them to do things and sound the same way, so we are branded.”


JIM


TEMP AGENCY SALES MANAGER “I had a very frustrating experience recently. We were doing an excellent job for a new account, but the com-


MAX GRIBOEDOV / SHUTTERSTOCK.COM


Commit to


your customers’ needs and


they’ll commit to you.


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