In my last post, I outlined the need for changes in the inside sales team.  These could best be summarized in four statements: 1. Distributors need to begin the process of better understanding the difference between the functions of Customer Service Representatives and Inside Salespeople.  Today the two are used interchangeably and many people perform a combination of the roles. 2. An Inside sales position needs to become a profession with a career path.  Too many distributors use the position as a stepping-stone to something else.  Typically, that something else entails more money and greater prestige within the organization and involves outside sales. 3. A great real inside salesperson can generate at least as much opportunity as an outside salesperson.    4. The COVID pandemic has changed the selling environment.  If not permanently, at least for an awfully long time.  I believe the smart money is betting on a permanent change. Wit...

I have a special file on my computer where I store passing thoughts that should or could be additions to this blog.  Way back in January of this year, I had an idle hour or so in a cavernous international airport.  It was late afternoon and being an intemperate sort of guy, I could have easily justified a conversation with Jim Beam or Jack Daniels in one of the terminal bars.  The truth is, I was headed that way when I saw a nearly empty little conference area and instead decided to invest my time in thought.   Over the past 10 weeks of our coronavirus-based crisis, I have repeatedly visited my notes on inside sales.  Believing recessions and other economic storms serve to accelerate change, I feel many of the things on the inside sales “wish list” will soon move from “nice to have” to mandatory practices.  With this in mind, let’s review some points tied to inside sales. Customers judge our service on inside sales behavior. Long ago a customer commen...