Final Thoughts

Taking the time to explain the nuances around pricing can also make a significant difference.

It’s just as important for an account manager or inside salesperson to understand why prices are moving the way they are as it is for an outside sales position.

If you think about it, those individuals interface with the customer on a day-to-day basis. If they have a better understanding of the market, they can provide better service. Sure, you want the outside salespeople to drive pricing negotiations. But there are instances where it’s just as important for the supporting parties to have insight.

Supporting positions shouldn’t be just production entry and customer service. They should be foundations for building knowledge and growth. I like to think of them as the first line of defense. When something goes wrong, the more knowledge one has, the better one will be at handling situations.

I’d be curious to hear how some of your organizations prepare their staff for the next step. Looking for opportunities to improve staff development is never a bad idea. Especially when things are outside the norm.

By Becca Moczygemba, becca@steelmarketupdate.com