More than 15 years ago, long-time MANA‑member Harry Abramson authored a series of articles for Agency Sales magazine focused on the importance of perfection. Before he was done, Abramson, who founded Electronic Salesmasters, Inc., over 40 years ago, had tackled the subject of perfection from the vantage point of the rep, principal, customer and other perspectives. While Abramson retired from his agency in 2015, he is still “hands-on” in his capacity as a consultant to ESI.

Beginning in May and continuing through this month, Agency Sales revisits the subject of perfection as it applies to the rep, principal and customer … Read the rest

The perfect customer must also have the perfect rep.

The perfect customer-rep relationship occurs when the customer and the rep have mutual respect. This customer is not necessarily the largest client of the rep. The key component is not the dollar volume, but rather the wonderful relationship that has been developed by both parties over a period of time. This relationship does take time and cannot be rushed into or faked in any way. The relationship must be authentic. Usually at the beginning of the business relationship, both parties “see” a potential wonderful business relationship. Both parties know they need … Read the rest

This month’s article marks the first in a serialization of the author’s life and career as an independent manufacturers’ representative.

Reprinted with permission from The Reputable Rep, Success in Sales and Life, by Sig Schmalhofer.

The Secret Career

The biggest challenge in the manufacturers’ rep business is explaining to people outside of our world what we actually do. Why do we pack the trunks of nice cars with reams of brochures and odd-looking displays and samples that would never make it through airline screening?

When loading a truck with a barbeque, coolers, tables, and all the trimmings, my neighbors … Read the rest

MANA hears from manufacturers’ representative members that principals want them to fill out reports in their online CRM software. Most tell us they find this time-consuming and costly, and the exercise provides little if any value to the principals, who often don’t have time to read the reports. A few tell us they find the reports helpful.

We asked the MANA Professional Development Council (PDC) and Manufacturers’ Educational Development Council (MEDC) to write this article to help our members deal with this issue. We wanted a solution that provides value for both them and their principals. High-quality manufacturers who appreciate … Read the rest

Salespeople are always alert for “buying signals,” those indications that the customer is ready to say yes. When this happens, the savvy salesperson knows it’s time to stop talking and ask for the order.

But salespeople often miss the warning signs that all is not well. Mostly unspoken, these are the “no-sale signals” customers send when they’re dissatisfied with a salesperson. Here are several of them:

• You Don’t Connect With Me

You think you do with your small talk and feigned friendliness. It’s all an act, the same one you put on for every customer. Your efforts at manipulation are … Read the rest

I was looking for a word that describes the passion that I have and how to relate to companies what I believe about “customer service.” It’s what I firmly believe is necessary to operate in the world today. The word is “overt” or done or shown publicly and not secretly. I have been dealing with customer service in an overt manner for 46 years. It has been the focus of my entire adult life. Here’s what I have discovered and continue to share with companies.

It’s ALL About Training

Why do I believe in investing in continuous employee training and … Read the rest

Every client I deal with, in one way or another, eventually asks that question. The words may be different, but the question is the same. In this economic environment, it’s a universal question. If you haven’t confronted the issue yet, it’s only a matter of time before you will.

Here’s the context in which this question surfaces. The company needs to make some change that impacts the sales force: A new compensation program, a new automation tool, a new sales process, a new way of working with inside salespeople — a new something. Most sales forces are made up of … Read the rest

The principal’s foundation for rep success is reverse backselling. There are questions that manufacturers should be asking and questions that reps should be suggesting their manufacturers ask themselves.

Remember your independent reps work for you. They make a lot of money. So why should you be worrying about them and their feelings about your company?

Why should you care about the rep’s thoughts and feelings about your personnel? After all you are “the boss” and they’d better do a good job or they are gone — with 30-days’ notice.

That is often the attitude of a manufacturer about their reps. … Read the rest

The year was 1947. Harry S. Truman was president, Chuck Yeager broke the sound barrier, and on October 17, 1947, the Manufacturers’ Agents National Association joined the community of not-for-profit trade associations.

To celebrate our 70th MANAversary year, each Agency Sales magazine through October will include a “blast from the past” article from the early issues of The AGENT and Representative magazine, which eventually became Agency Sales.

These nostalgic looks back at how our counterparts from seven decades ago conducted their businesses and their lives are really eye-opening, in some cases because they conducted their business so differently from … Read the rest