What are Your Expectations from your Reps?

"My two main priorities are honesty and good and quick communication. Concerning honesty, I need to trust my sales rep. I need to know that what the sales rep is telling me is true and accurate, and not just some line to make a sale. The other thing I need is good communication. If I fax or email an order to a rep, I expect confirmation of that order within 24 hours. If I get no communication, I have no idea whether the e-mail or fax was received, so I am in limbo. If a sales rep can not take a minute to confirm the order with me, than I might as well call the company directly, place the order and know it was received."
Gail Licciardello, Owner
Paradiza, Portsmouth, NH

"At the very least, I expect our reps to be knowledgeable about their product lines and familiar with our store. Really good reps keep us aware of new products before they are available at a trade show, keep us posted on specials and remind us when it is time to buy seasonal or stock items. In Dallas, we are blessed with excellent reps and would truly miss their help and expertise. Many come to the store and inventory-stock items...a real saving of time for us. On many occasions, they have been great trouble-shooters with vendor problems and have helped us find product to complete a project."
Susan Foxworth, Owner
Write Selection, Dallas, TX

"We expect our reps to comport themselves in the same professional manner as our employees. Our sales reps need to be honest, forthright and hard working. We in turn treat them as considerately as we do our employees. Our sales reps need to be proactive concerning reorders, new product launches and special promotions. Our sales reps need to see our side of the argument when there is difficulty with a manufacturer. Our sales reps need to know that even though they are formally employed by a manufacturer or a number of manufacturers, their income is directly connected to us, the customer. If our needs are met, they will be successful."
Bob Furlong, President
Copley Flair, Wellesley, MA

"Rep requirements: Know the store's buying history and what would be good for the store. Be on time for appointments. Actually look at store merchandise. Know the details of any deals: deadlines for orders, order amounts, dating follow-up with order issues (back orders, changes in delivery times, canceled items). Be honest about what competitors carry their lines. Check in periodically. Unfortunately, I am in an underserved rep area; I do most of the orders myself. Many reps whom I never hear from get credit for doing orders. Companies should really follow WHO is doing the orders, and reps SHOULD NOT receive credit if they are not doing the work with a store. It might be time for companies to give a discount to stores that do write their own orders and the work that reps are supposed to do. Store owners spend a great deal of time on issues regarding damages, shortages, miss-picks, tracking orders and returns."
Carole Davis, Owner
Marjie Allon fine stationery, Pittsburgh, PA

"The biggest thing I expect from my reps is that they know the product line - this includes knowing how much an item costs, how many units I have to buy, etc. There is nothing more frustrating then to have a rep that does not know the pricing and then, even worse, is not even sure where to look for the information. Understandably, if you have many lines, I don't expect you to memorize these things, but at least know where you can find the information quickly; and calling the company while you are working with me does not make me feel confident about the order process."
Paige Quillin, Owner
Greetings and Salutations, Alexandria, VA