Category Archives: Feature

One Rep’s Approach to Educating His Principal

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If there’s one constant in every interview Agency Sales conducts with members it’s a question concerning the need for reps to educate their manufacturers as to what they actually do for them in the field.

A failure to perform that function ultimately can lead to some manufacturers making assumptions that all reps do is walk to the mail box each month to collect their commission check.

After he was approached by one of his manufacturers with a request to accept a commission cut on a major account, one MANA member recently reached out to Agency Sales magazine to detail his … Read the rest

Selling Service Works for This Rep

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If there’s anything that might set the Mantec agency apart from competitors, it’s the agency’s working philosophy it has embraced when it comes to representing a service provider vs. a typical products principal.

As stated on the agency’s website, “Since its founding in 1976, Mantec has strived to provide both customer and principal with the highest quality products and services available.” Note the inclusion of the word “services” in the agency’s description.

According to agency founder Pete Mann, who founded the Pomfret Center, Connecticut-based agency in 1976, “In 1981 we were approached by a testing laboratory that had no outside … Read the rest

“Fire Me and I Will Sue You.” Avoiding Costly People Mistakes

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You have accepted that you made a hiring mistake when you hired Jason just over two years ago.

He is a smart inside salesperson but he complains about everything from the brand of his laptop to the location of the water bottles in the break room. It is impossible to discuss problems with him because he is hyper-sensitive to criticism and defensive. He puts you off whenever you ask for progress reports, blames co-workers when customers complain about an order, and always calls in “sick” on inventory day. You decided to use your “at-will” privilege to end this miserable employment … Read the rest

Small Business Success Tips: Use Creativity on Smaller Projects

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When I read the current literature online, in books and through TV interviews, I mostly hear that the best way to develop a new product line or company is to create an item that “disrupts an industry.”

This thinking makes a big number of aspiring entrepreneurs want to be like Bill Gates and Mark Zuckerberg, who had a great deal of luck going for them. The only common trait in their background was they went to Harvard College and left after their first year.

Your creativity would be more rewarding if you focus it on smaller projects. To illustrate the … Read the rest

Five Self‑Deceptions That Hold Us Back

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As human beings, we’re experts at deceiving ourselves, all because it’s so easy for us to think we know more than we do. As a result, we do less than our best work, miss out on opportunities, and mess up our decisions.

To be sure, self-deception is one way we keep ourselves safe. We use it to fend off enemies that would expose us to troublesome situations. No one escapes; we all do it. With self-deception it’s easy to believe the little voice inside us is right.

Although we may picture ourselves as rational human beings who process information objectively, … Read the rest

The Sales Force — Working With Reps

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This is the 22st in a number of articles serializing The Sales Force — Working With Reps by Charles Cohon, MANA’s president and CEO. The entire book may be found in the member area of MANA’s website.

“There’s just one more point from the MANA specimen budget I’d like to cover,” said William. “It has to do with calculating this typical rep’s average cost per sales call.”

William turned the typical budget report to its second page to reveal a statistical table. “Each of the four salespeople for this typical rep,” William continued, “makes 14 sales calls per week, 50 … Read the rest

My One Key Sales Tip

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A couple of weeks ago I was approached to be included in a Sales Hall of Fame publication.

The one thing they requested of me was a short video with my number one sales tip that they could include on the website. My number one sales tip? “No problem,” was my first thought. Then, the more I thought about it, the more of a problem it became. To make a long story bearable, I did finally come up with the “one,” but in the process, I thought of several others too, which you might find helpful.

My Key Sales Tips… Read the rest

Power Reps — What? Who? How?

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If you associate with power reps, you’ll have marketing and sales power in your territories.

Regardless of industry, all territories have several rep organizations that stand out above the rest. If you are a manufacturer does your line merit the attention of a major rep organization? If not, why not?

What does it cost your manufacturing company to manage your sales program? If you have rep firms that are totally professional with advanced systems and procedures your cost per territory or per substantial customer is less.

How to Beat the Typical Manufacturer Mind-Set, If You Are a Rep

What is … Read the rest

Frontline — Changing With the Times

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Contacted in the midst of an agency name change and physical move Rick Root good naturedly took a look back as to how he began his career as an independent manufacturers’ rep.

Root, CEO and COO of Frontline Sales & Marketing, explains, “My friend’s parents owned an agency at the same time I was gainfully employed as an operating engineer. My friend’s father extended an offer to me to ‘come over to the dark side’ as a manufacturers’ rep.”

Root’s introduction to the rep profession was a bit different from many of his peers in that “I had never sold … Read the rest

Celebrating Years of Success

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A little over three years ago, Agency Sales magazine profiled long‑time MANA member Murray Percival Company, Auburn Hills, Michigan. At that time we noted that the agency had logged more than 57 years serving the electronics assembly market. This year, as the agency marks its 60th anniversary, we felt the time was right to make a return visit and ask the agency principals to share some of their thoughts on what they felt the future might hold for them.

With that six decades of history to draw from Murray Percival Jr., president and CEO, notes that as he and the … Read the rest

What Customers Want to Know About Salespeople Before They Buy

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They may not say anything, but don’t be fooled. You’re not home free, no matter how long you’ve been in the business or how good you are at sales. Customers look you over and check you out. Here’s what they’re thinking, “Is this someone I want to conduct business with?”

It’s a funny thing about customers. They not only know they need you, but they want to believe you’ll treat them right, that you’ll take care of them. So, if this is how you want to be viewed, get yourself prepared. A good way to start is by answering the … Read the rest

Sales by the Obvious, and Not-So-Obvious, Numbers

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There really is no debate that sales are in fact a numbers game. Here are some of the sales numbers you know about along with some others you may not.

The Obvious Numbers

The more people you talk to, the more business you will do. Even a blind pig finds corn. If you talk to enough people, you will eventually bump into someone who says, “I need what you have” or, “I know someone who needs what you have.”

When someone fails in sales, 99.9 percent of the time it’s the result of a lack of activity. They didn’t make … Read the rest

Keeping the Focus on Objections

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Most sales reps believe there are an infinite number of objections that a prospective client could give them, but objections really boil down to just a handful of things:

  • Competitor: “We already work with X.”
  • Timing: “Call me back next quarter.”
  • Price: “We don’t have the budget.”
  • Limitations: “Can you do X, Y and Z?”
  • Lack of Value: “Send me some information.”

Most reps don’t like dealing with objections, and there are several reasons why. Some objections come across like rejections, and that simply doesn’t feel good. Most of us fear rejection at some level. Other objections could signal that … Read the rest

The Sales Force — Working With Reps

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This is the 21st in a number of articles serializing The Sales Force — Working With Reps by Charles Cohon, MANA’s president and CEO. The entire book may be found in the member area of MANA’s website.

The first agency Jim visited upon his arrival in the territory was a partnership of two men. Their company had a reputation for achieving solid sales growth, but Jim immediately noticed that their office was quite disorganized. Sales leads and trade publications were stacked all over the conference table, and the two had to push them to one side to make room for … Read the rest

“Loose Lips Sink Ships” Has Never Been Truer

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In the not too distant past, at a trade event I overheard two reps talking about another rep who had made some serious errors and behaved very badly. Until that performance they had great respect for the rep’s ability as a salesperson. As a matter of fact, one of the guys commented that he had thought about approaching the rep in question to work for his agency.

Now, no way!

This article is much less about a lost opportunity for an attractive, smart, in some ways, young person in the rep business than it is about what leaders in the … Read the rest

Treat Customers Like Life‑Long Partners

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Over the years I have had some real “wow” experiences with businesses — people and employees that have treated me like a VIP every single time I have come in contact with them. Sad to say, the opposite is also true.

It seems that every time I have a great experience, there are numerous bad ones that make me wonder why some companies are still in business. Why anyone would ever consider going back to make another purchase. No courtesy, no warmth, no one cares, no speed, no follow-up, and no respect.

My book, Achieving Excellence Through Customer Service, … Read the rest

A Rep’s View From Both Sides of the Desk

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Shortly after Craig Deerman opened his own agency doors two years ago, he arrived at a couple of valuable observations learned while sitting on the manufacturer’s and rep’s side of the desk.

Deerman, Deerman Sales, Birmingham, Alabama, armed with 18 years of unique expertise in the residential, commercial and decorative plumbing products’ markets, noted that:

  • Networking for reps is a bit of a different game from what he had previously experienced as a manufacturer.
  • And, manufacturers aren’t always knowledgeable and appreciative of everything that reps do on their behalf.

Speaking of the former point, Deerman maintains, “From the manufacturer’s perspective, … Read the rest

Checking References:
Just Confirming the Decision to Hire or Not?

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Over the last 45 years, I’ve hired and trained many outside and inside salespeople. I’ve made a lot more hiring mistakes than wins. This writing is to hopefully help you, the manager, make fewer mistakes than I did. Sales professionals can also learn to stay in touch with previous supervisors. Make checking references an integral part of the interviewing process, not just a formality. The tendency is to ask easy questions, hoping no red flags come up that would cause you to question the decision you have already made to hire the person. Don’t do this!

Who will give a … Read the rest

A Key Man Walks Out….

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Keeping a key person is not always possible.

Joe, the best salesperson and a vital part of the rep agency suddenly decided he did not want to be there anymore.

Seriously, this guy was making big dollars and doing very well. The owner of the agency had even given him a 10 percent share of the business and promised more to come. What more could the guy want?

This situation is not farfetched. It doesn’t happen every day, but it happens often enough for owners of agencies to be concerned. What can a smart, loyal, very involved rep agency owner … Read the rest

Reasons Why Employee Training Fails

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Most of the money and time companies spend on training is wasted. That’s because the majority of companies use outdated training ideas and boring training methods.

Training that is poorly presented goes in one ear and out the other. It’s no wonder employees don’t change their attitudes or behaviors after they attend a badly presented training session.

After working in the training field for more than 40 years on six continents, I’ve identified 12 reasons why group training fails.

1. Large groups: You can’t have a good group discussion if 100 people are in the room. Try to limit training … Read the rest

Business Etiquette for Salespeople — Some Finer Points

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Most business etiquette is common sense. The following are some finer points.

  • If someone tells you that you didn’t get the business, smile, find out why, thank the person for their time, make sure the door is open for the next opportunity,
  • and exit courteously.
  • Always allow the customer or prospect to decide where you’re going to eat unless they are visiting your home turf and ask you to choose. At that point, ask what kind of food they prefer, and give them a choice of locations.
  • If you have someone else from your company with you, always let the
… Read the rest

Going Against the Grain: Contrarian Thinking Can Put Us on the Right Track

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It makes business more interesting when there are a few contrarians around. A Jeff Bezos, a Steve Jobs, or an Elon Musk — those who challenge commonly accepted assumptions. They stir our placid mental waters to get the creative juices flowing.

As it turns out, the start of a new decade is a good time for a little contrarian thought — for looking at things differently. In fact, it may be helpful since we’re entering a period that will present us with far-reaching changes and daunting challenges. In other words, a time when we can benefit from getting tougher with … Read the rest

The Sales Force — Working With Reps

This is the 20th in a number of articles serializing The Sales Force — Working With Reps by Charles Cohon, MANA’s president and CEO. The entire book may be found in the member area of MANA’s website.

Jim brought Harold up to speed, and the two decided the next step would be to propose to Joe Troothe that a rep company be hired in one territory. Joe agreed, with one qualification: “If you have to pay commission to get incremental business, fine, but don’t give away any commission on our existing sales.”

Taking Sue Elliot’s advice, Jim picked a relatively … Read the rest

The Role of Intimidation in Your Sales Success

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A colleague recently handed me a yellowing copy of Robert Ringer’s Winning Through Intimidation, a personal development book published 47 years ago. The fact that it was so old was precisely the reason I was excited to read it.

I’ve been on an old-book kick lately. I’m deliberately reading sales, leadership and personal development books that are at least 20 years old, so I can compare how thinking has changed.

I’m a big believer in learning from history. While you must stay on the cutting edge and keep up with our changing world, the most successful people never stray … Read the rest

The Important Art of Problem Solving

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The March issue of Agency Sales magazine featured a profile of a MANA-member agency (The Integral Corp, Conroe, Texas) where the practice of a solution sales approach has paid dividends.

The timing of that article is perfect for a follow-up describing how several years ago another MANA member went way more than the extra mile to anticipate and more than meet the needs of one of its customers.

According to Dan Walsh, National Technology Sales Engine (NTSE), Chicago, Illinois, here’s what transpired and here’s what he and his agency needed to do to ensure that they strengthened relationships with a … Read the rest

The Strength of a Single-Man Agency

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MANA-member Erik Wandrie explains that before he made the move to open the doors to his own agency in 2017, he was fairly well acquainted with what it took to be a rep. “However, when that time actually came, it was more than a little scary.”

According to Wandrie, Material Resource Group, LLC, “Being a rep and having my own agency was something that interested me for some time. My timeline, however, would have normally been four or five years from when I actually made the move.”

Early in his career he spent time in purchasing positions. “On a day-to-day … Read the rest

Without Customer Trust Nothing Else Matters

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When the contractor didn’t deliver the proposal as promised, the homeowner called to find out when to expect it.

“Sorry about that,” was the reply. “You’ll have it later today or tomorrow.” When it arrived, what passed for a proposal was a “cost estimate” and a hand-drawn layout lacking specifics. It appeared to have been dashed off on the way over. The contractor came recommended, but the homeowner chose another company due to a lack of trust.

Hands down, customer experience is today’s #1 marketing hot issue — and for good reason. Up to 82 percent of customers who leave … Read the rest

The Magic in Service Recovery

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It’s simple and not many companies practice the magic of service recovery.

The magic in service recovery occurs when a frontline employee solves a customer’s problem and does so in 60 seconds or less. Acting quickly, taking responsibility, making an empowered decision, and compensating the customer will result in customer loyalty that will increase your sales and profits and help to ensure your success in an increasingly competitive world.

In today’s fast-paced world we are needing service recovery almost everywhere we go from the grocery store, to our banks (everyone has had a problem here), to our cable (very frustrating), … Read the rest

The Sales Force — Working With Reps

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This is the 19th in a number of articles serializing The Sales Force — Working With Reps by Charles Cohon, MANA’s president and CEO. The entire book may be found in the member area of MANA’s website.

“Fred, I have to admit there are some attractive features you may be able to offer your employees that we can’t at the factory. Anything else before you let me buy you some lunch?”

“Just one thing,” said Fred, who had warmed to the topic of promoting the rep system. He pulled out a legal pad and made a quick sketch.

image of sketch

“I think … Read the rest

How to Become Great at Selling

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Steps to sales greatness.

Do What the Top Salespeople Do

This is arguably the most obvious, most basic, and most important step to becoming a top salesperson. It’s simple: If you take the same actions as the top salespeople, you will eventually also be a top salesperson. If you do the same things as a mediocre salesperson, you will be a mediocre salesperson. Find the top salespeople in your company and pick their brains. In addition to top salespeople in your company, get advice from top salespeople in other industries.

Learn Everything You Possibly Can About the Subject of Selling… Read the rest