Are you a building products manufacturer looking to invest in your internal sales function?

We hope you have read our recent series on internal sales in the building products industry and it has given you an enhanced understanding of the vital role it has in helping companies within the industry succeed.

Excellent office based customer service can increase sales and trust in your service or product.

An internal sales jobs is now much more specialised and rewarding due the changing nature of the role. It is not just order processing and advising on stock and prices.

If you are an employer looking to recruit, please call us to discuss your requirements on 01480 405225. If you would like to discuss a career in Internal Sales in the Building Products Industry, you may wish to attend one of our PinBuild Career Development Clinics which are held throughout the UK every month.

Changes to regulations and legislation have affected the way the building and construction industry does business. To help facilitate and react to these changes, the nature of the internal support office has evolved and, with the current economic climate, customer service and internal sales have become even more important and this will only continue in the future.

Take another look at our series by following the links below:

Part 1: The changing nature of internal sales for a manufacturer of building products
Part 2: Five ways to ensure the internal support function is successful
Part 3: The skills, experience and attributes to look for when recruiting
Part 4: How the changing nature of an internal sales office has benefited the employer / employee

Take a look at our current internal sales vacancies

MORE USEFUL ADVICE COMING SOON!
Keep checking in on the Pin Board blog for future features based on the experiences of people from within the building and construction industry - as well as discussing internal sales with Polypipe we have already discussed specification sales with Rockwool so there is much more to come.

Pinnacle Consulting is a specialist recruitment consultancy for the building products sector. Call our expert building industry recruitment consultants for a discussion on your sales or marketing career on 01480 405225. www.pinnacleconsulting.co.uk

Internal Sales: How the changing nature of an internal sales office has benefited the employer and the employee - Part 4

There is little point changing your business focus or the way a department is run if there are not long-term benefits to all concerned. In the final part of our in-depth focus on internal sales and customer service, Neil Tilsley of Polypipe Ventilation explains how companies can benefit.

Improved service and customer satisfaction
Customers’ queries are answered with greater speed and intelligence, saving time and building the trust and confidence of the customer or potential partner. Satisfied customers are more likely to return the next time they have a need.

Increased sales and opportunities

The assistance from the office provides a more informed and educated sell, resulting in a greater amount of conversions due to the provision of better information for decision making. This more informed sell provides further opportunities, as the greater product and market knowledge that the internal person has increases the ‘add-on’ sales of other company products.

It also means the external sales team’s time is utilised better and referrals from the office have a greater chance of being secured.

Reduced errors 
When there is a large turnover of staff, or if employees are bored in their roles, there is a far greater chance of errors, especially in the processing of purchase orders. When people become experienced in their role these are significantly reduced, resulting in improved customer relationships and the reduction of the cost to the manufacturer of rectifying errors.

Pride and interest in the job

We want our employees to have pride in their jobs and by giving them greater empowerment and knowledge we are able to do this. Job satisfaction is very important and this pride should transfer to all that come into contact with the employee.

Ensuring that our employees are involved in the business means they show an active interest in what we are doing and why we are doing it. The role becomes more interesting and helps to keep employees motivated.

Improved company morale, greater employee loyalty and a more stable environment
If people are happy in their jobs then the whole company is buoyant, the team ethic throughout the company grows and we see that people are willing to go that extra mile when needed. This also helps encourage loyalty and a stable environment, which gives employees the confidence to grow and develop with the company.

I would like to wish all the best to any company looking to change the focus of their internal support function and to anyone looking to build a career in an internal sales/service environment. Good luck!

We would like to extend our special thanks to Neil at Polypipe Ventilation for his time and insight into our feature on internal sales in the building products industry. 

If you missed the rest of the series, you can catch up here:
Part 1: The changing nature of internal sales for a manufacturer of building products

Part 2: Five ways to ensure the internal support function is successful

Part 3: The skills, experience and attributes to look for when recruiting a customer service professional

If you are interested in starting or developing a career in internal sales or customer service, please contact us to discuss your requirements or to arrange to meet us at one of our specialised regional career development clinics for the building and construction industry. Contact us on 01480 405225 or email recruit@pinnacleconsulting.co.uk

Take a look at our current internal sales vacancies.

Polypipe Ventilation designs and manufactures a full range of high quality ventilation systems for the domestic and light commercial building sectors. They specialise in supporting specifiers, contractors, developers, installers and operators by providing energy-saving ventilation solutions that meet Building Regulations and save time and money on site.

As a group, Polypipe design, develop and manufacture the widest range of plastic piping products, with over 20,000 product lines available. Their primary focus is on developing and supporting pragmatic product systems through specific knowledge and understanding of the residential, commercial, civils and infrastructure market sectors.

Image courtesy of  FreeDigitalPhotos.net

Internal Sales: The skills, experience and attributes to look for when recruiting a Customer Service professional - Part 3

Selecting the right candidate with the right experience, attitude and cultural fit to make a difference to your business is always challenging and it is often difficult to pinpoint exactly what you are looking for. Neil Tilsley of Polypipe Ventilation tells us the five main things he looks for when recruiting an internal sales person.

A natural happy persona with a positive confident outlook
We look for candidates that can quickly build a rapport with callers and can communicate effectively. People still buy from people (it is even better if they have right product!) so we want people who can relate on both a personal and professional level to all our business partners.

We also firmly believe “like attracts like” so a consistent, positive outlook is an important characteristic to have in this environment as it is reflected back in the person they are speaking to. It is vital that if someone has a bad call this is not taken onto the next call.

Adaptability and a desire to learn 
It is a huge advantage if the person is flexible and has the ability and desire to learn. The role requires good all round skills which means the successful candidate must be able to adapt their approach to different caller types, for instance, on one call to be an information provider, on the next to sell and on the next give basic technical support.

A forward thinking company will introduce new systems and products all the time and the employee must have the appetite and desire to learn new ideas.

Able to handle a difficult situation
Difficult situations often arise in a sales office/service environment, but we want people who see these as ‘challenges’ and turn them into huge positives for the individual and the company. The industry can be multi-faceted and coordinating everything can be a logistical nightmare, but one which could be a ‘game changer’ for a potential partner if handled correctly, and help to put you onto a different level to that of the competition.

We also need the successful candidate to be competent with complaint-handling and be able to keep their cool and deal in facts based on data and outcomes, but with a dose of common sense and understanding of all sides of the situation.

IT systems confidence
IT has probably been the biggest change we have seen in the last few years due to the rapid development of databases and web-based systems providing more powerful tools and this trend will only continue. Therefore, it is vital that those we recruit are comfortable and confident using them and exploiting their full potential.

Industry (or relevant) experience
The building and construction sales environment is quite demanding and ideally, but not wholly, we look for people who have experience in a similar environment.

In the last part of the series, we discuss with Neil what the benefits to the company and the employee have been as a result of the changing nature of an internal sales/customer service office of a building product manufacturer.

If you missed the rest of the series, you can catch up here:
Part 1: The changing nature of internal sales for a manufacturer of building products
Part 2: Five ways to ensure the internal support function is successful

If you are interested in starting or developing a career in internal sales or customer service, please contact us to discuss your requirements or to arrange to meet us at one of our specialised regional career development clinics for the building and construction industry. Contact us on 01480 405225 or email recruit@pinnacleconsulting.co.uk

Take a look at our current internal sales vacancies.

Polypipe Ventilation designs and manufactures a full range of high quality ventilation systems for the domestic and light commercial building sectors. They specialise in supporting specifiers, contractors, developers, installers and operators by providing energy-saving ventilation solutions that meet Building Regulations and save time and money on site.

As a group, Polypipe design, develop and manufacture the widest range of plastic piping products, with over 20,000 product lines available. Their primary focus is on developing and supporting pragmatic product systems through specific knowledge and understanding of the residential, commercial, civils and infrastructure market sectors.

Image courtesy of imagerymajestic at FreeDigitalPhotos.net

Internal Sales: Five ways to ensure the internal support function is successful - Part 2

In the second part of our discussion with Neil Tilsley, Managing Director of Polypipe Ventilation, he shares his thoughts on what is needed to ensure a successful and forward thinking internal sales office.

Read part one: The changing nature of internal sales for a manufacturer of building products

Be consistent and educate
Although we encourage our team to have a personal approach, it is vital they have the information, processes and guidelines to convey a consistent message. We do not want people calling and being told something different each time they call. As a result, we invest a lot of time in ensuring our team knows our information systems, procedures and products through training and briefings.

Create a culture of communication and development
Much of how a business should operate needs to be based on common sense and regular effective communication throughout the business. At Polypipe, we try and act as one team with one voice - to achieve this departmental boundaries need to be broken down to enable understanding, so everyone works together to achieve excellent customer service.

We encourage active communication lines between internal and external sales, accounts, operations, marketing and technical support. We find that if you involve people in the future of the company and listen to their views, then the company becomes more efficient and effective. It is also vital to listen and act on feedback from customers.

Be honest and keep promises
We are all judged by what we do, rather than what we say, and this applies to colleagues as well as customers. It is vital to have integrity and build trust as this provides the foundation for long-term business relationships.

We encourage honesty, even when it is not the news someone wants to hear. Honesty enables an issue to be resolved rather than be made worse.

Empower staff to be accountable

Understanding product system
options and benefits 

If our employees can gain a good understanding of our basic product system options and their benefits, it’s very valuable. Involving internal staff in briefings and discussions, as well as providing them with the resources to do their job, gives them the power to blossom. That said, it is also important they know the escalation options available to them and ensure they are supported in their role.

It is advisable to set realistic KPIs and to have regular review and role development meetings with internal staff.

Introduce function flexibility
Where possible we try and encourage inter-departmental training, as this allows consistency in service when there are holidays or illness. It also helps to make work more varied and interesting to the employee and assists them in finding their preferred role.

The customer service function in a building products manufacturer can include order input/progress, CAD support, project planning, account management, technical support and basic sales and marketing responsibilities.

In the third part of this series we will be talking with Neil about the skills and experience he looks for in a candidate to maximise the potential success in the role.

If you are interested in developing a career in internal sales or customer service, please contact us to discuss your requirements or to arrange to meet us at one of our specialised regional career development clinics for the building and construction industry. Contact us on 01480 405225 or email recruit@pinnacleconsulting.co.uk

Take a look at our current internal sales vacancies.

Polypipe Ventilation designs and manufactures a full range of high quality ventilation systems for the domestic and light commercial building sectors. They specialise in supporting specifiers, contractors, developers, installers and operators by providing energy-saving ventilation solutions that meet Building Regulations and save time and money on site.

As a group, Polypipe design, develop and manufacture the widest range of plastic piping products, with over 20,000 product lines available. Their primary focus is on developing and supporting pragmatic product systems through specific knowledge and understanding of the residential, commercial, civils and infrastructure market sectors.

Internal Sales: The changing nature of internal sales for a manufacturer of building products - Part 1

As part of our series of interviews with people from the building and construction industry we talk with Neil Tilsley, Managing Director of Polypipe Ventilation. 

We discuss the growing importance of the internal office in the success of building product manufacturers and how the internal sales/customer service role has evolved in recent years.

It is easy to forget that many things we now take for granted were not widespread only a few years ago. A large number of these have shaped our personal and professional lives and changed the way we do business - people expect more and want it instantly.

For the building and construction industry changes to regulations and legislation have also affected the way manufacturers do business. To help facilitate and react to these changes, the nature of the internal support office has evolved and, with the current economic climate, customer service and internal sales have become even more important.

The need for a more sophisticated conversation
Pinnacle Consulting has noticed a considerable shift in clients placing a far greater focus on the structure, nature and expectation of their customer service department. They now need to provide enhanced added value to their customers and supply an ever-growing amount of pertinent information and product support to many different audiences.

Neil Tilsley explains: “People now want a more informed and technical experience from their call. A sales office used to be very much focused on inputting information and passing on this information to the customer. Part numbers, list prices, delivery dates and perhaps providing a product brochure were pretty much the extent of the assistance available. A sales office was a reactive environment with little understanding of the product and their customers’ requirements.

“The phrase ‘the computer says no’ pretty much sums up the way a sales or support office should not be run.”

Sustainable ventilation product solutions

The nature of the conversation between a caller and a sales office has become more sophisticated and varied, particularly in the type of caller. At Polypipe Ventilation this has certainly been the case as Neil confirms: “The mix of the function of person calling our sales office has shifted from being almost totally focused on distribution partners to one that on a daily basis includes installers, specifiers, contractors, developers and end-users in addition to our distributors. This means that we need greater diversity from our customer service team to adapt. For us not to take customer service seriously is not an option, as these initial calls can lead to securing good business and building long term mutually beneficial relationships. Our approach is first and foremost to assist people with their needs and where appropriate encourage them to select a sustainable product solution from our range, so they can understand and comply with changing regulations such as Part L and F of the Building Regulations or meeting SAP requirements and the different levels of the Code for Sustainable Homes.”

Bringing substance to the once meaningless product code
You can see how the calibre of an internal sales person now needs to be higher, although this does not mean that they need to be a part-time specification consultant - that is not their job - but it does mean they should have a basic understanding of their product and market. This puts more responsibility on the employer to recruit either higher quality candidates or have a commitment to developing existing employees through continued training. Or as Neil puts it: “Our aim is to provide the substance behind the characters of a part number, so that a product code becomes something tangible to our team. Being able to help an enquirer at an early stage of a project and allow them to begin the process of making an informed decision gives them confidence that they are dealing with a company that wants to help and knows their market. It also helps our external sales team and technical support team further down the line.”

Don’t forget the stockist!
It is also important that the needs of the stockist are not forgotten, they should still be one of the main focuses of a sales office environment, but the service to them also needs to be enhanced and become more proactive. This is a factor that Neil is very aware of. “At Polypipe Ventilation, we actively encourage our team to build closer relationships with our channel partners, as they have also changed the way they do business. We need to help them understand and sell our products by providing relevant information and support. The sales office is ideally positioned to develop this relationship. Our aim is to promote our regulation-driven product solutions in a straightforward and professional manner and the whole company needs to be consistent in their approach from phone calls, visits, information and literature, to achieve this. This helps grow our business as well as that of our distributors.”

Understanding data
However, there is still a huge emphasis on the sales office professional to provide data on stock availability, order progress, delivery dates and transport methods and to assist with any problems that invariably occur, but it is how these problems are handled that makes a company or individual in a sales office environment excel. Customers expect to be given facts based on actual data rather than hollow promises based on crossed fingers and supposition, although, data can also cause problems, as Polypipe Ventilation understands. “We feel it is vital that our team knows not only where to access data but also understands how to interpret it. There is nothing worse than passing off something as fact when it is actually misinformation, so we invest a great deal of time to avoid this happening. Our aim is to give customers information they can rely on to avoid consequences throughout the distribution chain.”

Added responsibility

Neil Tilsley
 Managing Director,
Polypipe Ventilation

Another increasingly important aspect of the internal sales/customer service professional is to actively promote new initiatives and product launches. It is important that every conversation is a possible sales/educational opportunity for the caller. Although this does not need to become a hard sell and make the caller uncomfortable, as Neil Tilsley explains: “We want to build long-term relationships and share information when we think it will help or reward the caller - our policy is that it has to be relevant. If we can inform an installer about a scheme that means they can receive loyalty vouchers then we will let them know; if we can let them know about our BPEC Ventilation Approved Installer Training courses, for instance, then we will. If we have a new product that is relevant to their project or sector and it can solve a problem for them, then we will send details. Our customer service team has evolved so that we can help people in their job, like our free CAD design installation design schedules service. All these are mutually beneficial and underline our confidence in our product and our partners’ confidence in us.”

A changing and wide-ranging skillset
The internal support professional needs to have the appropriate skillset to ask the right questions to find the right solutions, or the knowledge to give the correct answers to questions. There is nothing worse than being passed from department to department, especially at what is likely to be an exploratory stage for the enquirer. Something that Neil is keen to ensure is that the Polypipe team is always aware of the possible time restraints of the caller. “They have a job to do too and I am sure that they do not want to speak to us all day! From our point of view it is about judging the situation and behaving accordingly.”

The internal role has become wide-ranging and needs someone who has excellent all round skills. It also now has added responsibility and a greater impact on the success or failure of any business, but particularly one in the building and construction industry.

In the next three parts of our in-depth look at internal sales, Neil will share his tips on how to ensure that the whole company works together as a cohesive customer service team including internal sales, external sales, marketing, operations and technical support. We will look at what skills, personality and experience are required when recruiting an internal sales professional for a building products manufacturer and finally, we will be looking at what Neil considers to be the benefits for the company and the employee due to the changed focus of the role in recent years.

You can read part two here.

If you are interested in developing a career in internal sales or customer service, please contact us to discuss your requirements or to arrange to meet us at one of our specialised regional career development clinics for the building and construction industry. Contact us on 01480 405225 or email recruit@pinnacleconsulting.co.uk

Take a look at our current internal sales vacancies.

Sign-up for our career development e-letter here

Polypipe Ventilation designs and manufactures a full range of high quality ventilation systems for the domestic and light commercial building sectors. They specialise in supporting specifiers, contractors, developers, installers and operators by providing energy-saving ventilation solutions that meet Building Regulations and save time and money on site.

As a group, Polypipe design, develop and manufacture the widest range of plastic piping products, with over 20,000 product lines available. Their primary focus is on developing and supporting pragmatic product systems through specific knowledge and understanding of the residential, commercial, civils and infrastructure market sectors.