Why Field Sales Representatives Are the Heart of a Business
Even in the age of digitalization and remote work, field sales representatives remain indispensable to business success. Personal contact with clients and business partners leads to increased trust, better customer retention, and higher sales figures. Effective communication and relationship management in the field are essential to success. Understanding customer needs and offering personalized solutions is key. But what happens when businesses cut costs on high-quality sales staff?
We’ll tell you that story through a little tale about Theo and the smartphone manufacturer KWIP.
Theo, Head of Sales at smartphone manufacturer KWIP, is worried. The latest sales figures show that the competitor has overtaken them by a large margin. He knows that the industry is fast-moving and the market fluctuates, but the results are clear: the trend continues, and MART is the long-term winner.
- What makes MART different from KWIP?
- Why is this smartphone manufacturer so successful?
- What are they doing differently?
These are some of the questions Theo asks himself. He begins to observe and compare. He pits his own marketing campaigns against the competitor’s. Theo questions the visibility at the customer level and weighs the benefits of features like better cameras or usability. He uses surveys and social networks to find answers. Then, he heads to retail, visits markets, and speaks with salespeople and managers.
The answers he receives surprise him.
It is the field sales staff of MART that contributes most to their success.
Of course, he is aware of the value of a good sales representative. A few years ago, KWIP had its own field sales team. However, in an effort to cut costs, those team members were gradually laid off. KWIP turned to online tools, like bots for retail inquiries.
KWIP is successful in online sales. Offline, MART pushes them to second place. KWIP invests in marketing campaigns that drive customers into physical stores. Yet, in fifty percent of cases, the potential buyer leaves with a smartphone from another manufacturer. Why? The answer is easy to find. In-store, the customer asks for advice and may receive personalized support. If the salesperson is well-trained on MART smartphones and has a personal connection with the field sales rep, they’ll recommend the competitor's product (of course, in-house marketing initiatives, promotional support, etc., also play a significant role).
Theo realizes that customer loyalty and personal contact are key success factors that make all the difference. If KWIP wants to return to the top, a dedicated field sales team is the heart of the company.
Conclusion:
Field sales representatives connect people with brands. They are the multiplier in sales.