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Sales Representatives In Action
September 28, 2007
I am pleased to restate the fact that I have some of the greatest sales reps calling on our store at the present. I have taken plenty of time in past blogs to complain about the reps who offer no post-sale assistance. I would like to take this oportunity, though, to thank the dedicated professionals who work hard to make things run smoothly. You are the oil in the machine of the juvenile products industry.
When a customer has an issue with a product, I typically get a better response when I have a sales representative. I can also tell you, name by name, which reps are going to knock out my problems and which ones are going to throw them on the back burner to simmer. I can also tell you, of the companies that do not have reps, who is going to handle my requests in a prompt and professional manner and who is not. It's essentially an internal list that is very rarely altered.
What does it take to get on my "A-list" as a sales representative or manufacturer's customer service representative? Well, for one, you must believe that I'm sending parts & credit requests for the right reasons. I'm not ordering things because I get anything out of it. I'm simply trying to please my customers. Local sales reps can be beneficial in this area because they regularly visit our store. These reps know how we opperate and the level of integrity we apply to our business.
Secondly, you must empathize with my customer. In this industry, people are on a time frame. An expecting mother wants things right before the baby comes, not after. She has gone through so much to insure that her child has the perfect beginning in life and you have the power to make or break that perfection.
Finally, you must sympathize with the retailer. The customer is not going to call you screaming; they're going to call me! They're going to want to know why the company does not care to repair or replace their product or why it is taking so long. As a representative of your manufacturer, I expect you to have (or get) an answer... just as the customer expects me to have (or get) an answer.
I really am blessed to have so many sales representatives that stand by all three of these criteria! To my reps that read my blog, you know if you're on the "A-list". If you're not sure, well, you're probably on my other list. To other reps who read my blog, if you adhere to these standards (assuming that your store upholds their integrity), you will find your retailers wanting to work with you more and more. If you do the math, that typically equals more sales.
Happy selling!
Posted by Kelly Nelson on September 28, 2007 | Comments (1)
