Rat trap?

I totally agree with Brian Benfield (Letters, September 2008)

I am a female designer/company director with a small family business that has been going five years. We're still very new to the industry, but I have been in sales and marketing all my working life.

The first thing I have taught my staff is never pester and listen to what the clients say - take it in and then turn it around.

I absolutely hate it when I'm in the showroom and in walks a rep/rat with no appointment. The samples case and brochures in hand, they dump them on the worktop and say 'what a lovely showroom you must really like working here, is your boss around?'

This is another thing I tell my staff - never assume and never judge a book by its cover.

So this guy hasn't done his homework, naughty boy. What is the first thing you are always taught in sales? Find out who is responsible for buying, find out your competitors and a little about the person. For me, to not do that it is like a red rag to a bull, I hate it.

Once I tell them that I'm the boss they blush, apologise, and then still don't listen. They try to get their script over but I am interrupting them at every opportunity to say I'm not interested. If they had made an appointment I may have given them my time, but like this I can't get them out the door quick enough.

We do have the proper sales reps who make appointments and do come prepared and do deal with complaints and returns there and then and you feel happy and know that you can trust them. For us, they are Keller and Miele.

Everyone else thinks they can just pop in as they are passing or in the area. Now we all know that they probably have their favourites and they call on them every month but what about us little acorns who one day will become big oak trees? We are the ones that need help and advice even though our turnover isn't as big.

If you take the time to make an appointment, find out about the client then you can build a rapport because at the end of the day people buy people. It's much nicer to see a happy smiling face excited about the new products they have come to show you - and have learned all about them - rather than a grumpy face who has spent two hours on the M25 trying to get to you just to show you the new things that are out. They don't really know anything about them as they have just been launched but if you go on the internet the information is there...

So, for all you reps out there, take pride in who you are and the company you work for as you're their first point of representation and you are the one who could get, or lose, the business in the first 10 minutes of your call. Do your homework, make appointments and know what you are talking about. Then maybe there won't be letters sent in complaining about you...

Name and address supplied

Have your say: Letters@kbbreview.com

Just passing through...

How sad to read the Bryan Benfield's letter (Letters, September 2008)

As a rep of 20 years I have seen many aspects of the retailer, mostly good. But I will concur with the facts that some retailers do not show any courtesy to reps. As far as they are concerned we are not terribly important unless there's a problem, then we come into our own - amazingly.

I, as a rep, would always ask a fellow rep to call in if they're finished or I would wait or come back.

I would ask my customers if they would like appointments or not, then you can have a clear understanding of who likes what, so flexibility is there for that "just passing" call.

If my mobile has rung while with a retailer because I have not turned it off, I will always offer to switch it off; they in return say I should answer it!

I have travelled many miles, or stayed overnight for an early visit, only to be met with the words 'sorry he had to go out'. Talk about courtesy, whatever happened to a simple phone call?

As for my dress conduct, I would be mortified if someone was to complain (but I have seen some very strange attire out there) surely this is down to their company policy on dress code.

 I am sure you have received many letters stirring up feelings within the sales rep fraternity, and maybe like me they feel Mr Bryan Benfield has turned into Mr Victor Meldrew.

Name and address supplied

Have your say: Letters@kbbreview.com

You want answers?

I thought I would look at the points raised by Bryan Benfield (Letters, September 2008) and give what I feel are the most accurate answers.

So, what has happened to sales reps?

• They became retailers
• The others escaped by becoming managers
• There are still a few out there in shiny suits but no longer holding onto  shiny ideals
• They became area sales managers (ASMs), sorry Bryan, reps are now merchandisers
• They got fed up listening to tales of boozy nights
• They don't even know where "what's his name" is these days
• They got fed up with the telling offs from their manager for not getting you to listen to something important
• They live with lower back problems from the constant humping around of brochures
• They lived under the threat of being given a transit van
• And finally, appointments, with today's traffic there is no chance of them ever guaranteeing to be anywhere by a certain time

But on a serious note, Bryan raised some valid points. Whatever happened to the training route, people starting at the bottom and working their way up? Above all, what happened to taking a bit of pride?

It seems that good ASMs are as hard to find as literate juniors. At JJO our ASMs are mature with a wealth of industry experience, well scrubbed and hopefully serving you well - and there will be no mention of football.

Richard Proctor, marketing manager, JJO

Have your say: Letters@kbbreview.com

What were you thinking?

I am writing in reply to Andrew Davies' 'Spare some change guv?' article (Comment, October 2008).

While I agree with many of your comments regarding the present state of the industry, I find your final comment regarding ill-prepared retailer's future misfortune, totally incredulous. Perhaps you would take a different point of view were you employed on the 'front line' at present and concerned daily about the security of your job?

Indeed I would like to have 'squirreled away' some 'nuts for winter' had business over the last two years been better. Unfortunately due to ever increasing overheads, rampant discounting by other retailers and a lacking by supplier/manufacturers in increasing buying terms, this has not been possible.

'Chilly and hungry' I may be in 2009 but if other retailers fall as well, then there will be no need for a kbbreview editor or magazine and you will be welcome to join us!

James Houldcroft, director, hbc for bathrooms

Have your say: Letters@kbbreview.com

Glass is half full

The doom and gloom merchants extolling the horror of the economy would have us all believe we should be hiding under the duvet awaiting the inevitable. However, the most prosperous companies exploit such a time to re-group and consider its business structure and product offering.

Now is the time for the industry to consolidate and utilise the stagnant market place to its own advantage. Many companies succumb to the scaremongering and pull in all forms of marketing and research, while only the brave maximise on exposure and development.

That is not to say we should be blase or complacent, times are going to be tough, but as we begin to accept the new financial restraints, we will also begin to consider the implications.

People who were planning on selling their property might now decide to embark on a home improvement project. This will generally include a kitchen or bathroom installation. We have to acknowledge the market is changing, but not entirely to its detriment.

Research carried out among our retailers implies the volume of sales is down but consumers are opting for higher end specifications and in doing so revenue is remaining stable.

Bauformat has always recognised and reacted to the demands and trends of the end user, the people who actually purchase Bauformat kitchens. Knowing your market and delivering the relevant product portfolio to that market sounds like a simplistic strategy, but it really does work.

Each market sector delivers to a certain demographic, often problems arise when trying to create a one size fits all approach. We have all been through testing times before, and there is no doubt we will do again. Now is not the time to falter, it is a time to take stock and move on, and make as much noise about it as we do so.

Bodie Kelay, md Euromobel UK (Bauformat)

Have your say: Letters@kbbreview.com