Auotronics: The {0 rules of noh-Glosing

Auornoxrcs - n. 1. The art and {science ,of working lor free in a prof essional. comm issioned-based selling environment.

Quotron - n. l. A person who works in the sales field who confuses quoting prices with selling or closing: I'm at $350, what do ya think?

the author in late 1990s

The Quotron has l0 rules for nonclosing:

I. Do not act or talk like you will get the business.

The Quotron is embarrassed to be a salesperson and acts like it. This embarrassment infects the customer. People want to do business with winners and people who are proud of what they do. The Quotron's attitude of submissiveness and defeat are selffulfilling prophecies.

II. Do not build rapport.

2. A person in the sales field who feels that the customer is inherently more important than they are, resulting in a lack of partnership selling an,d consequently, a lack of partnership treatment, margins, professional life. etc.

3. A lazy salesperson. Prefers to have the customer do all the work: What d'ya need and where do I need to be?

<Origin> 1600 Latin quota.The original sense "mark a book with numbers or with marginal references." Am. Eng. circa 198 I I'm Just a Waitron Unit coined by Nick Bartoli to note the futility of slingin' hash. Converted to Quotron Unit by

Some Quotrons think that the dectl is the thing. They are efficient and work hard, but they only work hard at the business piece. The professional seller creates rapport with their customers. Many become friends, while the Quotron stays uninvolved, quoting prices and hoping they are the cheapest.

III. Do not be thorough in needs analysis (inquiry, nnq).

Because of indolence or intimidation, Quotrons are not thorough in the needs analysis portion of the sales call (i.e., quantity, shipment, price range). Detailed questions such as "When will you place the order?" are not asked. This slapdash approach to inquiry gives the Quotron only a vague idea of what the customer really wants, which produces vague results.

IV. Do not ask for the order.

Quotrons do not ask for the order. They repeatedly give up after the first objection. Frequently the customer does not even have to give an objection! The Quotron's quotronity is so engrained, they don't even think to ask for the order. The attitude of the Quotron is. "l will give you a price and you decide."

V. Do not ask for the order more than once.

If we only ask for the order once in closing situations, we will fail in sales.

VI. Do not close on objections. Objections are a cry for help. If a customer is giving us an objection, they are thinking of a way our proposal will work. What is that way? Finding out and closing is the master seller's job!

VII. Ask for the order before need or desire has been established.

"Close Often and Close Early" is an example of a sales myth that really is a myth. Closing is timing. When we try to close before need has been established, it is irritating to the customer and non-productive in general. We must build rapport, be thorough in needs analysis, and then ask for the order.

VIII. Confuse value statements with closing statements.

Struggling sellers present features

Reality and benefits without closing. Telling the customer how great the product is or how great it will work for them without asking for the order is common amongst those with quotronitis.

IX. Always talk (before the customer) after asking for the order.

When it is the customer's turn to talk, let them talk. Do not take their turnl It is the customer's turn to talk after we ask for the order. We will not always get the order if we shut up after asking for it, but, 1007o-positivefor-sure, we will not get the order if we talk after asking for it. It also shows enormous insecurity, which will weaken further closing attempts lsee rule #5)and negotiations.

X. Answer questions without closing or asking a question in return.

Quotrons are information dispensers. Quotrons see questions as opportunities to serve, while closers see questions as opportunilies to serve and close. This difference in attitude and action makes all the difference.

Don't be a Quotronclose !

James Olsen

Sales Training

(s03) 544-3s72 james@ real itysalestraining.com

Seneca Buying Swanson Mill

Seneca Sawmill Co., Eugene, Or., has agreed to buy a dimension sawmill in Noti. Or., from Swanson Group, Glendale, Or.

Swanson will continue to operate its other facilities in Glendale. Roseburg and Springfield, Or.

Seneca Sawmill operates both dimension and stud sawmills at its Eugene complex and manages more than 165,000 acres of timberland in western Oregon.

OSBMarket Transformed into PanelMarkets

LowGradelumber parent Silvaris Corp., Bellevue, Wa., has launched a new website to sell off-grade panels and industrial OSB.

PanelMarkets has the same userfriendly features as Silvaris' previous site, OSBMarket, but greatly expanded selection of grades and manufacturers.

Accessed at panelmarkets.com, the online marketplace focuses on selling furniture grade plywood and OSB, low grade panel products, MDF, particleboard, and other building panels. It features TrueMarket prices, which means buyers can select products at regionally delivered prices depending on their shipping locations.

According to Kurt Bray, chief executive and president of Silvaris, "PanelMarkets is a great innovation in our industry. Through e-commerce, we are able to help our suppliers sell their hard-to-move products more efficiently, simultaneously delivering cost and availability advantages to our customers. "

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Moss Lumber Shuts Down

Moss Lumber & Hardware, one of Northern California's oldest and largest family-owned wood products retailers, filed for Chapter 7 bankruptcy and closed its locations in Chico, Fresno, Red Bluff, and Redding on August 10.

"l knew things were very tight down there, but I had not been notified they were closing," said Charlie Moss, who was part owner of the business from 1965 to 1989 and from 1995 to 2001. His father, Hollis Moss, founded the company in 1946.

Greg Moss, current president, had no comment.

The company's largest creditor, Redding Bank of Commerce, holds a $5 million claim on Moss' property in Redding, which was put on the market for $2.2 million nearly two years ago, but has not sold.

Hampton Mills Cut Back

At the end of October, Hampton Affiliates, Portland, Or., will trim production from 80 to 50 hours a week at its mills in Randle and Morton, Wa., due to a shortage of affordable logs.

Steve Rika, c.e.o., said that competition from China for raw loss has raised the price so high that Northwest sawmills can't buy logs and process them and still make money in a weak housing market. He added that although the increased export demand has been good for local ports, it's bad news for local mills.

Woodinville Lumber, woodinville, Wa., and subsidiary Wood. inville Gonstruction Services shut down Aug. 26 after 41 years, laying off 114.

Traders Building Supply nas put its Sandpoint, ld., property up for sale.

South Fork Hardware has opened locations #10 and 11, purchasinq the former Stock Buildino SIpply in Preston, ld., and TruE Value Hardware, Park city, Ut.

Ace Hardw?ro ooened at the end of July on the Eastside of Santa Cruz, Ca.

Owner Rodney Hoffer also operates Ace stores on the Westside of Santa Cruz and in Aptos, Ca.

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Parr Lumber, Hittsboro, Or., has joined co-op Lumbermens Mer. chandising Corp.

In addition, Parr relocated its Fife, Wa., cabinet outlet to a larger, 23,000sq. ft. facility near Tacoma, Wa.

Lowe's closed its store in Kenai, Ak., as well as six other under-performing stores in the South and East,

Menards bid $s.3 miilion for a potential store site in Cheyenne, Wy.

Habitat for Humanity opened a new ReStoIo discount LBM outlet in Fairfield, Ca.

Bear Paw Lumber, Havre, Mt., rolled out its first website. at www. bearpawlumber.net.

Redwood Empire Sawmills, a division of Pacific States Industries, has opened a value-added operation into Redding, Ca., specializing in air dried and kiln dried uppers, including dimension lumber, boards, fascia, siding, custom milling patterns, and specialty items.

The company is focused on recapturing marketshare in 'areas where redwood is often thought of as a species limited to common grade decking only."

Welco Lumber Co. USA moved its sales office from Olympia to Edmonds, Wa.

Freres Lumber, Lyons, 0r,, suffered a July 30 fire that destroyed one of two 100-ft. fuelsilos. The blaze, which apparently started in an auger and conveyor belt system at the top of the silo, remains under investigation.

Mary's River Lumber Co. has temporarily curtailed production at its Philomath, Or., sawmill. All other operations remain at full production.

Chilkoot Lumber Co., Haines, Ak., was fined $9,500 by the EPA reportedly for improperly storing and failing to repair leaking transformers.

USG Corp. is shuttering its Nevada custom door and frame business by the end of the 3rd quarter.

Capital Lumber witt distribute Fiberon's PVC and composite decking, railing and fencing from its DCs in Woodburn, Or., and Tacoma and Spokane, Wa.

International Wood Products, clackamas, or., is now distributing Trex decking and railing in Oregon, Washington and Alaska.

LP Building Products introduced LP Wood-E Design 2011.2, in-house design software to create floor, roof and wall designs using LP engineered wood products.

New websites have been launcheC Oy AltruWood, Portland, Or., at www.altruwood.com, and by Baldwin Hardware, Lake Forest, Ca., at www,baldwinhardware.com,

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Steve Killgore, ex-Builderl-ink, has been named v.p. of sales & marketing at Roseburg Forest Products, Roseburg, Or., replacing Korbin Riley, who has left the company.

Mike McCollum, ex-Olympic Panel Products, is now national sales mgr.-engineered wood products, with Bob Berch set to retire at the end of the year.

Bob Mertz, ex-Sierra Pacific Industries. has been named c.e.o. of Mendocino Forest Products Co.. Windsor, Ca.

Whitney Laruffa, ex-Shelter Forest International, is a new domestic & international hardwood trader at American International Forest Products, Portland, Or.

Greg Miller, ex-Petra Industries, has been named IT mgr. for Capital Lumber, Phoenix, Az. John Ray, ex-Snavely Forest Products, is now home center account mgr. and Stewart Hobbs, ex- Snavely, is in charge of EWP design take off.

Dennis Houghton, ex-Arthur Pozzi Co., is new to sales at Enyeart Trading Group, Tigard, Or.

Steve Barth, ex-Builderlink, has joined Richmond International Forest Products, as Denver, Co.based engineered wood product software sales mgr.

Scott Griswold has retired after 16 years in sales with High Cascade Forest, Carson, Wa., and 39 years in the industry.

Dave Frick, ex-Fastenmaster, is a new Azer specialist covering the greater Los Angeles, Ca., area for Boise Cascade.

Steve Zobrist, ex-D-Stake Mill, has joined Action Wood Products, Turner, Or.

David House is now an inside salesperson at Boise Cascade's DC in Lathrop, Ca.

Matt Hays, ex-Today's Windows & Doors, has joined the millwork sales team at Ganahl Lumber. Buena Park, Ca.

Jeff Mancuso, ex-Continental Hardwoods, is the new sales mgr. at Contact Industries, Portland, Or.

Kathy Sweeney has been promoted to associate v.p.-human resources at Orchard Supply Hardware, San

Jose, Ca. Richard Marano is now associate v.p.-information technology; Mark Bussard, senior v.p.operations, and Michael Ruffino, assistant store mgr., Fresno, Ca.

Randy Chan, v.p.-environment & forestry, has retired from Tolko Industries, Vernon, B.C., after 40 years. Bob Fleet, ex-Grant Forest Products is the new v.p.-environment & forestry and Hardy Wentzel. ex-Weyerhaeuser. is now v.p.-sales & marketing.

Barbara Hudson has joined Forest2Market, Charlotte, N.C., leading its recycled fiber practice and driving sales of Market2Mill.

Dorvin Lively has resigned as c.f.o. and executive v.p. at Ace Hardware Corp., Oak Brook,I1.

Ben Gann was named director of legislative affairs & grassroots activities for National Lumber & Building Material Dealers Association.

Dennis Mickelson is now West regional sales mgr. for Delta Power Equipment Corp., Anderson, S.C. Pat N. Pending now heads research & development at Mungus-Fungus Forest Products, Climax, Nv., report owners Hugh Mungus and Freddy Fungus.

Midwest Chain Expanding into Colorado with Sonny's

Sonny's Ace Home Center, Cafron City, Co., has agreed to be acquired by Knecht Home Centers, Rapid City, S.D.. a division of Mead Lumber Co.

Sale of the 50-year-old hardware store/lumberyard is expected to be completed by Oct. I

Owners Sonny and Nancy Smaller will stay on for several months to help provide a seamless transition.

Mead and Knecht operate 3l lumberyards, hardware stores, truss facilities, and millwork plants in seven midwestern states.

Arizona Waiting for OSB Mill

Arizona Forest Restoration Products, Flagstaff, Az., hopes its quest to obtain a long-term wood contract with the U.S. Forest Service will be successful come this fall. Once it secures the contract, the company will seek funding to build a $300 million OSB mill in Winslow. Az.

"We look forward to partnering with the existing northern Arizona logging and processing wood industry to create 600 jobs, boost rural economic development, and reduce the risk of catastrophic wildfires in northern Arizona," said president and c.e.o. Pascal Berlioux.

Arizona Forest Restoration has been working on the deal since 2006.

According to Berlioux, "Successful completion of our second round of funding puts us in the best possible situation to complete the full funding of the plant as soon as the wood contract is awarded."

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HON0R R0LLS: Larry Dutra (rlght), lumber grader at Schmidbauer Lumber Co., Eureka, Ca., was awarded his Certificate of Grading Excellence bv Redwood Insoection Service chief inspector Harry Dibble-achieving such honors for 20 consecutive years. Dutra holds RIS certifications in the following grading categories: General Purpose Redwood, All NGR Grades, Shop, Commons, Jamb & Head Stock, Finish, and Posts & Timbers.

New Anawalt Lumberyard Fills Void in Malibu

The seaside community of Malibu, Ca., once again has its own LBM store: Malibu Hardware & Masonry, which opened on a leased 44,000-acre site in early August.

"It's kind of a dream," said owner David Anawalt, a longtime local and veteran of the lumber industry. "I've been trying to get a facility here in Malibu ever since Malibu Lumber left in 2005." His family owns Anawalt Lumber, which opened in 1923 and now operates three locations in the Los Angeles area.

"We are selling a little hardware, nursery, garden redwood, things to make planters out of, building materials, cement, drywall, masonry, and a little bit of lumber," said Anawalt. "If there's demand, we'll bring in more products. The community will dictate what products are required."

Now open six days a week, the store could eventually open on Sunday if there is a demand for it.

Mill Refocuses on Safety

Plum Creek Timber shut down its plywood plant in Columbia Falls, Mt., for several days in August, after two employees were injured within 24 hours.

"While the company was considering taking a short period of downtime at this facility due to market conditions, fwo recent injuries have prompted us to take this time to review safety procedures to ensure the continued safety of our people," said Tom Ray, vice president of northwest resources & manufacturing.

"We regularly review our safety program and adjust it as needed," said communications director Kathy Budinick, who confirmed that both the Aug. 11 and 12 incidents were forklift related.

Jerry's Celebrates 50 Years

Jerry's Home Improvement Center celebrated 50 years of business with special events-sales, raffles and a visit from University of Oregon cheerleaders and mascot-at its two locations in Eugene and Springfield, Or.

The business has grown from a single 5,000-sq. ft. store run by founders Jerry and Merle Orem to a pair of 350,000-sq. ft. megamarts staffed with more than 400 employees. Earlier this year, these employees became owners throush an ESOP.

Standard Structures Exits EWP Standard Structures Inc., Windsor, Ca., has agreed to sell its I-joist and open-web truss operations to an unnamed engineered wood products manufacturer and will restructure its remaining business around its core glulam product line.

According to c.e.o. Richard Caletti, SSI expected by the end of August to sell equipment, raw materials inventory, and intellectual property.

"I've been forced due to extraordinary financial stress associated with the worst recession since the Great Depression to cease Standard Structures' operations in the engineered wood products business," Caletti said. "However, it's our intention to continue manufacturing glulam -the product line on which my father founded the company more than six decades agowithout intemrption."

SSI temporarily closed its Windsor facility Aug. 19, eliminating 42 jobs. A number of employees were expected to be rehired by the buyer.

Founded in 1947, SSI fabricates 14 million bd. ft. of glulams annually, as well as l0 million lineal ft. of I-joists and open-web trusses, aimed at the commercial and multi-family markets.