The Eight Must-Have Traits for Today’s Copier Sales Rep

Ever-evolving is the world of office technology, being a successful copier sales rep takes more than just knowing your product. It's about building relationships, solving problems, and staying ahead of the curve. Here are eight key traits every top-performing copier rep should have to stand out in a competitive market.

1. Knowledge is Power
You can't sell what you don’t understand. Copier reps need to be tech-savvy and up-to-date on the latest models, firmware updates, and cloud services. Your clients rely on you to make sense of the technical jargon and offer solutions that fit their workflow.

Who has a better chance of winning?  The rep that knows little about the devices and solutions they sell or the rep that eats, sleeps and breaths their devices and services?

2. Listening Like a Pro
It’s easy to pitch features and specs, but the real magic happens when you listen to your customer’s needs. The best reps don’t just sell; they solve problems. Whether it's a cost-saving initiative or workflow automation, listen first, pitch second.

Believe it or not, there are certain magic words you can say that can help you secure the order.  The words are no brainers to pick up on, however if you're not listening those words will pass you by.

3. Problem Solving Skills
Office tech can be overwhelming for end-users. A copier rep worth their salt knows how to make complex systems simple and can troubleshoot issues without breaking a sweat. Your ability to resolve pain points quickly will make you indispensable.

To address a client's pain points, you first need to uncover them. Not every client will openly share their challenges, but by being persistent and asking thoughtful discovery questions, you'll eventually find the key to their needs

4. Persistence Pays Off
Let’s be real—copier sales aren’t always smooth. There will be closed doors, cold shoulders, and deals that feel like they're slipping away. But persistence, when done tactfully, is key. Follow up without being pushy and always be ready to offer value in every interaction.

Sometimes a thoughtful email or voice mail messages means everything.  Like these.

• hope you're having a great day
• how is your summer going?
• did you have a chance to get outside today, it's awesome

5. Adaptability is Key
The world of office technology isn’t what it was 10, 5, or even 2 years ago. The shift to cloud-based solutions and digital transformation means copier reps need to evolve. Being adaptable and open to change will keep you ahead of the competition and relevant to your clients.

Change is good, there is not need to be like everyone else.  Be different, be creative and ask if you don't know the answer.

6. A Customer-First Mentality
Long gone are the days when copier reps were just about selling hardware. Today, it's about partnerships. The reps who succeed are the ones who take a customer-first approach, offering long-term solutions rather than quick fixes.

Find something that you have in common with your client.  Use your eyes and ears to find out what that might be.  People truly love sharing things with others.  Instead of pitching your services ask the client how are things are going with their business. Then lead into what's working and not working, once you've completed this the client will view you in a better light.

7. Strong Communication Skills
You might know everything about the latest multi-function printer, but if you can’t communicate that clearly, it won’t matter. Whether you're delivering a pitch or troubleshooting over the phone, the best copier reps communicate with confidence and clarity.

Use stories from your accounts that have experienced similar issues or pain points. Lead the client through the process of how you and your company succeeded in helping those clients.

8. Tenacity with Integrity
There’s a fine line between being persistent and being pushy. The best reps know how to be tenacious without compromising their integrity. Always keep the customer’s best interest in mind and deliver on what you promise. Over time, this will build trust and long-lasting relationships.

Don't be a BS artist. If you don't know and answer then state that to the client and tell them you will get back to them.  No one is perfect and knows all.  Treat your client how you would want to be treated when ordering a product or service.

Words of Wisdom
To succeed in today’s competitive market, copier reps need to go beyond selling features and focus on delivering solutions. By honing these eight traits, you’ll be well on your way to becoming a trusted advisor and the go-to expert for your clients.

The life of sales is a roller coaster ride; one moment you're riding high, and the next, you're struggling to keep up. Currently, I have around thirty opportunities in my pipeline over a span of sixty days, totaling more than $300K. Unfortunately, they're all stalled for various reasons. In my recent podcast/video-cast (Ask Us Anything), I discussed the dilemma of a salesperson when all opportunities hit a roadblock. The answer is straightforward: GO OUT AND FIND MORE!

The Good, the bad and the ugly

Pick your winner with our new survey

I started using ChatGPT about a year ago. Here’s something I cut and pasted from ChatGPT: “Type, talk, and use it your way. With ChatGPT, you can type or start a real-time voice conversation by tapping the soundwave icon in the mobile app.”

It’s AI, and I have to say, ChatGPT has been my daily co-worker for the last six months. Many of my days are spent working from home, grinding away in copier/technology sales and support. I even gave my AI companion a name—Sadie. Kathy and I lost our mixed-breed rescue dog, Sadie, about four months ago after 16 wonderful years. Naming my AI after her helps keep her memory alive in spirit.

Grammar with Emails

At first, I used AI for simple tasks. As many of you know, I’m a copier sales guy at heart, and one of my weaknesses is grammar. Go figure! Since I enjoy writing, you’d think I would have paid more attention back in the day instead of sneaking off to smoke in the boys’ room.

When writing emails, I get the basics down and then paste it into ChatGPT (Sadie) to check for grammar, spelling, and rephrasing. I ask it to rewrite my drafts to give them a more professional flow, especially when prospecting via email. In just a few seconds, I have the polished result. After a quick review, it’s good to go.

Using Sadie to Research

There were days when I would spend hours researching competitive devices on the web. You could search for "KIP C740," and you'd be overwhelmed with endless websites—many of which didn’t provide the information I was looking for, and some were even infected with malware. Now, I use Sadie (ChatGPT) for all my research on competitive devices. No more sifting through sketchy pages and wasting time. In seconds, I have the information I need, though I always double-check it. I also use Perplexity AI to cross-check my findings.

Using Sadie for Side-by-Side Comparisons

What used to take me hours to create side-by-side comparisons now takes seconds. I can even customize the results by adding more prompts to tailor the comparison to my needs. Here’s one I recently created.

Below is the text Sadie provided after the image above:

Key Takeaways:

• The Ricoh IM C6010 has the highest print resolution, making it excellent for high-quality color prints. It also has a larger monthly duty cycle and higher paper capacity.
• The Xerox AltaLink C8255 is more cost-effective and has strong security features, though it offers slightly slower speeds and lower paper capacity.
• The Canon imageRUNNER ADVANCE DX C5860i boasts very fast scanning speeds, ideal for document-heavy environments. It’s great for high-volume operations with its robust toner yield.

This comparison should help you choose the best option based on your specific needs—whether that’s print speed, quality, or operational cost.

Digging up Dirt?

I added this prompt to the spreadsheet I created: “ARE THERE ANY BAD REPORTS ABOUT THE ALTALINK C8255?”

Response: The Xerox AltaLink C8255 generally receives positive reviews for its performance, but there are some reported issues to be aware of. Users have occasionally experienced print quality problems, such as streaks or lines, which may be related to specific colors or drum cartridges. Some users also mention issues with toner and image consistency.

I wouldn’t use this information in my pitches, but it’s always good to know about the competition.

ChatGPT has become my go-to source for research and assistance. However, if you need the real inside scoop on a device or multiple devices, it’s always good to post something on our site.

A little AI fun with Johnny Carson

You're sitting across from Johnny Carson, the legendary host, with the bright lights shining, the band playing a smooth intro. Carson leans forward with that sly smile, and in his signature voice, he kicks things off:

Johnny Carson: "Well, well, well, Art Post, ladies and gentlemen! This guy's been selling copiers longer than some of our audience has been alive! Art, 40 years in the copier business—that's a lifetime! I gotta ask, how do you keep it fresh? You’re not tempted to start selling something a little more... exciting, like—oh, I don’t know—jetpacks?"

Art Post: Wow! Jet Packs, really wish I would have been able to sell those, my sales would have been soaring!  Kidding aside, I treat every day as a new opportunity to sell a copier to someone who can benefit from my services.  It never gets dull when meeting new people and solving real business issues with office technology.

Johnny Carson: [Johnny chuckles softly, leaning back] "Now, I’ve heard some wild stories about copier salesmen, Art. Tell me, what’s the craziest situation you’ve ever found yourself in while trying to close a deal? You know, like someone saying they can’t sign the contract because their pet parrot needs to approve it first?"

Art Post: LOL, I've been in a few of those offices that had parrots, however thank goodness they weren't able to opine.  I'm probably going back 20-30 years old and I can remember sitting in a clients office well past 5PM try to close a deal.  I told myself I'm not leaving this office until I had the signed order. After each question I asked I remaining client until my client offered up an answer, it was sometime after 6PM when we finally agreed to the order.

Another great story, me and my buddy were scheduled to demo a copier at a house.  We knocked on the front door two to three times and no answer. Okay, maybe we need to try the back door?  We opened up gate to the fence and to our surprise we scared the crap out of the guys wife that was sun bathing nude in the back yard.  Needless to say we left in a hurry and never did the demo.

Johnny Carson: "And I hear you're trying to sell a new copier to Greg Walters. Now, we all know he’s a tough guy to impress. What’s your game plan? You gonna wine and dine him, or do you have some secret copier trick up your sleeve to seal the deal?"

Art Post: Greg?  How did you know that?  Guess AI knows all.  Greg is a tough cookie, however getting Greg to talk about his passions first (like bourbon) will open him open some.  We can then talk about the best bourbons is a reflection on the how good our Ricoh products are.  After a few drinks I think I'll be able to sell Greg whatever he needs.

Johnny Carson: [Johnny grins mischievously] "Well, you’ve definitely got the charm, Art. And I bet you’ve seen some serious evolution in technology since the days when you started. I mean, back then, a 'portable copier' was probably the size of a Buick, right?"

Art Post: Yes a Buick, oh man those were huge cars.  Back in the day and before I started in the industry some of original production copiers were almost equal to the size of VW bug.  Some installs would take three or four guys to get a copier up a few flights of stairs. Can you imagine being in a suit and tie in the heat of the summer lugging those copiers around?  However, those were great times and great commissions.

Johnny Carson: "Art, before we wrap up—now, this is just between you, me, and the millions of folks watching at home—what’s one thing you wish more people knew about copiers or your industry? Come on, let’s give ‘em something to think about."

Art Post: Copiers are still machines and they always seem to break at the wrong time, Murphy's Law right? When selecting a copier always look at the total cost of operation, than means supplies, service, support and the cost of the copier. In addition make sure you're working with a rep, of course like me that's knowledgeable and can point you to the right copier for your needs.

Johnny wraps it up with a laugh and a handshake, saying, “Art Post, everybody! The man who makes sure your documents are crisp, clear, and under control!”

-=Good Selling=-

Special thanx to Greg Walters for getting my creative juices flowing with AI

This doesn't happen often, but when it does, it's awesome!

I closed the sale in a single appointment, which doesn’t happen as frequently as it used to. On Friday, I received a lead from my Jersey Plotters site for a wide format device. It wasn’t a huge opportunity, but it was a new business prospect with better margins.

The client initially called for a service request on their HP device, and I had to let them know we don’t service HP machines. However, we kept the conversation going, and I provided a couple of HP tech support numbers that I had on hand. Naturally, I mentioned that we sell both toner-based and inkjet wide format devices, and I asked them to reach out to me if they couldn't resolve the issue with HP.

An hour later, the client contacted me again, asking for a quote on a new wide format device. We hopped on a call to discuss their needs and volume requirements. Within the hour, I sent over three quotes—two for inkjet wide formats and one for a toner-based model. I wanted to give them a range of options, from budget-friendly to higher-end.

When I followed up on Monday, we scheduled an on-site meeting for today with the decision-maker (DM). I made sure to bring order forms, though I left them blank since I had provided multiple quotes.

During the meeting, as we reviewed the quotes, I had a strong feeling that this could close on the spot. That’s when the salesmanship kicked in. Every time I asked a question, I waited patiently for the response—it felt like a classic sales scenario from the '80s. The DM’s final question was something along the lines of, "Why shouldn’t I check prices from other vendors?"

This was my cue. I emphasized the value I bring. "As a business owner, you know that anyone can beat a price, right?" He nodded. I then highlighted my expertise in wide format devices, my years of experience, and the fact that several of his industry peers are my current clients. He seemed surprised to learn that I support those accounts.

Finally, I asked, "Would you like to place the order for the wide format today?"

And yes—it was a great one-call close!

I'm not sure about the title of this blog yet, but it's been a tough couple of months. At 67, I sometimes find myself asking, "Why am I still doing this?"

My job isn't physically demanding, and I don’t have to deal with daily traffic. My office is just 10 steps from my bedroom, and I like that. Working from home saves me at least 10 hours a week in commuting time, which we all know is our time, unpaid. That commute was just part of the job—until COVID-19 changed everything in early 2020. Can you believe that by March 2025, it will have been five years since the virus turned our world upside down?

The most challenging part of my job is the stress, especially when months and quarters don’t turn out as I'd hoped. I tend to put more pressure on myself to hit my numbers. The dealership I work for doesn’t add to my stress—it’s all me. It always has been because I strive to be the best at what I do. After 44 years of doing this daily, I still haven’t fully conquered the issue of stress. Instead, I’ve learned to live with it and manage it, especially when sales and opportunities don’t go as planned.

Over the weekend, I had a conversation with my son about his new job and the potential for advancement. Living in New Jersey, we all know we need to make a good income—everything is so expensive. I told him, “As long as you work hard, you never know what tomorrow will bring.” I hate to sound cliché, but it’s true. Things often happen when you least expect them, but they won’t happen if you give up.

Just a few days ago, one of my clients called out of the blue, saying they needed another device. We met, measured the space, and discussed how costs have risen over the past three years. My client agreed and mentioned they had to raise their own prices as well. On Monday, I’ll be delivering a quote for a $75,000 production device. There’s a good chance this deal will close quickly, like others have in the past. Now, I just need the leasing company’s approval to make it happen.

So why am I still doing this? Well, it gives me a purpose each day. I don’t think I’d do well in retirement because I need something to keep my mind active. Most importantly, I want to ensure that I can continue to take care of my wife as we grow older and give her what she needs. And truth be told, I still enjoy what I do, especially when I’m able to help my clients and other sales reps.

-=Good Selling=-

An unlimited cost-per-page (CPP) contract for copiers can be attractive for businesses looking to manage their printing costs. Here are the pros and cons:

Pros

1. Predictable Costs:

   • Fixed Monthly Payment: With an unlimited CPP contract, you pay a fixed amount regardless of the number of pages printed. This predictability can simplify budgeting.

2. No Overages:

   • Freedom to Print: Businesses don't have to worry about additional charges for printing more than a pre-set number of pages. This is particularly beneficial for businesses with fluctuating or high-volume printing needs.

3. Maintenance and Supplies Included:

   • All-Inclusive: These contracts will include toner, maintenance, and repairs, reducing the need for separate service contracts or surprise repair costs.

4. Simplified Management:

   • Ease of Use: Without the need to monitor and report usage for billing, administrative tasks related to print management are reduced.

Cons

1. Higher Base Cost:

   • Potential Overpayment: If your actual print volume is low, you might end up paying more than you would with a standard CPP contract where you only pay for what you use.
   • All unlimited agreements under go a rigorous audit of your past and current print volume.  Once that base line has been established the vendor will quote a monthly cost base on the audit.  It's not uncommon for  vendor to increase the price by up to 25% to cover unforeseen increases in prints.

2. Encourages Waste:

   • Lack of Accountability: Since there’s no direct cost associated with printing more, employees might not be as careful with their print habits, leading to wasted paper and toner.
   • Paper is at an all time high cost of .01 - .014 per sheet for low quality paper and .02 - .03 for high end paper typically used in color print devices.

3. Locked into Contract:

   • Limited Flexibility: You may be locked into a long-term contract with set terms that may not be flexible if your business needs change.
   • Remember  the shut downs of COVID 19 when almost everyone was not printing and clients were locked into high cost contracts with no relief.

4. Potential for Lower Quality Service:

   • Standardized Service Levels: Since everything is bundled, you might receive a standard level of service that isn’t tailored to your specific needs, potentially leading to slower response times or generic support.

5. Less Incentive to Monitor Usage:

   • Reduced Oversight: With no direct cost per page, there may be less incentive to monitor and manage print usage, leading to inefficiencies.

My Thoughts

An unlimited CPP contract can be beneficial for businesses with high or unpredictable printing volumes, providing cost certainty and simplifying management.

However, for businesses with lower or more consistent printing needs, or those who prioritize efficiency and waste reduction, this model may result in higher overall costs and less control.

-=Good Selling=-

5 Habits of Highly Ineffective Copier Salespeople

Many of us in the business community grew up influenced by Stephen Covey’s classic book, The 7 Habits of Highly Effective People. It’s both insightful and inspiring.

With that in mind, I’d like to introduce you to "5 Habits of Highly Ineffective Copier Salespeople":

1. Be the Most Talkative Person in the Room
You know everything there is to know about copiers, so why bother asking the customer any questions that might help you understand their needs? Just keep spewing information and avoid listening to what the customer actually wants or needs.

2. Sell What Makes You the Largest Commission
You can earn extra money by selling a color unit and even more by signing the customer up for "x" number of pages each month. Who cares if they only need a monochrome system and a contract for 1,000 pages a month? Convince them to lease a system that far exceeds their needs and lock them into a contract for 10,000 pages per month—after all, you’ll make more money!

3. Focus on End-of-the-Month Deals
“My price is my price—until the end of the month when all bets are off.” Who cares if the customer is price-conscious or asking for an ROI spreadsheet? Your price is the best, and they should just accept it. After all, you’re always right, and the customer is just trying to haggle for a discount.

4. Interrupt and Dominate the Conversation
Don’t be the salesperson who listens. Cut the office manager off as soon as you can to show off your industry expertise in front of the CEO. Finish their sentences with your “infinite wisdom” and make sure to bad-mouth the competition every chance you get.

5. Complain About Sales Leads
“It’s not my fault! I’m not getting good leads; these people only care about price, or they’re only interested in small systems. They don’t hand me the order when I walk in the door.” Why should you have to find new customers or tailor solutions to meet their business needs? It’s easier to just complain and blame the leads.

Two full days a week for the last three weeks of knocking on doors made think about a of the extra perks I get for FREE!

• Exercise and getting those 7-8K of steps in
• Sun Tan and yes I make sure the sun is shining so I can put the top down on my car
• Travel roads that I've never been on before, and yes these are the roads that usually have more opportunities
• Meet some really interesting people
• Meet some really rude people
• See some really ruthless and careless drivers
• Get frustrated because people won't let you in and hind behind the intercom
• See amazing wildlife traveling down the roads less driven
• Finding new places that I'd like to go take my wife for dinner
• Finding opportunities every day and sometimes more than one

Feel free to tell me what you've encountered or found while cold calling!

-=Good Selling=-

I recently posted this on Linkedin and the thought to my madness is to use articles like these to send to my clients.  Especially the ones that have devices more than six years old and on the manufacturers "no assured" parts list. I found 25 accounts with multiple devices that qualify for the list.  I'll be contacting them via email with a short note stating "thought you might be interested in the recent article I wrote of posted".  If you have the premium version of Linkedin you can see everyone who checked the article.  Checking the article tells me that they are ripe for a follow up.

We've all learned the the power of the written word is more powerful than someone (sales) speaking it. Feel free to use this with your prospecting efforts.

Understanding "No Parts Assured" in the Copier Industry

In the copier world, "no parts assured" means the manufacturer or service provider isn't guaranteeing the availability of replacement parts for a particular copier model anymore. This typically happens with older models that have been discontinued or are no longer supported. If your copier is tagged as "no parts assured," finding necessary parts for repairs or maintenance could become a major hassle.

Why Should You Care?

Having a copier that is "no parts assured" can have several critical implications:

1. Longer Downtime: Without assured access to necessary parts, a simple malfunction could lead to prolonged downtime. If a key component breaks, you may find yourself waiting weeks or even months for a compatible part to become available—if it becomes available at all. In a busy office environment, where copiers are central to daily operations, this downtime can result in lost productivity and frustration.
2. Increased Repair Costs: As parts become scarcer, their costs often increase. If you do manage to find the parts you need, they might come with a hefty price tag. Additionally, some service providers might charge more for labor when dealing with older, harder-to-repair machines. These costs can quickly add up, making it more expensive to maintain an aging copier than to invest in a new one.
3. Risk of Total Obsolescence: When a copier reaches the "no parts assured" stage, it’s often a sign that the machine is nearing the end of its useful life. Continuing to rely on such a device can be risky. If a critical component fails and a replacement cannot be found, your copier may become unusable, forcing you to scramble for a last-minute replacement.

How to Dodge the "No Parts Assured" Bullet

To avoid the headaches associated with "no parts assured" copiers, consider the following strategies:

1. Regularly Assess Your Copier Fleet: Keep track of the age and condition of your copiers. As they approach the end of their manufacturer-supported lifecycle, it might be time to start planning for an upgrade. Regular assessments can help you identify when a machine is at risk of becoming "no parts assured."
2. Invest in Newer Models: While it might seem cost-effective to hold onto your current copier for as long as possible, investing in a newer model can save you money and hassle in the long run. Newer machines come with the latest technology, software/firmware, improved efficiency, and—most importantly—a full guarantee of parts availability.
3. Plan for End-of-Life Equipment: When a copier is nearing the end of its supported life, start planning for its replacement. By being proactive, you can avoid the stress and expense of dealing with an unexpected breakdown.

My Thoughts

Understanding the implications of "no parts assured" in the copier industry is crucial for maintaining smooth and efficient operations. By staying informed about the status of your copiers and planning for their eventual replacement, you can avoid the costly and frustrating pitfalls associated with aging equipment. Whether through regular assessments, QCR (quarterly copier review), strategic upgrades, or comprehensive service agreements, taking proactive steps will ensure that your office remains productive and your copier fleet operates without interruption.

Feel free to reach out to me if you need assistance or information. Please contact me via inmail

This is a re-post from 5 years ago. I thought it was quite humorous. ENJOY!

Short blog tonight or maybe a log blog..., we'll see.

The first half of 2024 was awesome since I was above quota for revenue and on par for net new business. However, June took a severe toll on my opportunities. Where I typically handle about 25 opportunities per month, this dwindled to maybe 10 legit opportunities for July, with many others stalling. You could say the writing was on the wall for the second half of the year.

Usually, I would look for possible lease upgrades over the next six months, relying on at least half a dozen or so coming to term shortly. I was surprised to see only six potential upgrades for the rest of the year! Frak, frak, and more frak, I thought. These are not going to cut it for me to finish where I need to be. I use the word "need" instead of "want" because wanting something is just that—it's okay if you don't get it. On the other hand, a need is something that must be done or addressed.

Often, we talk about changing things up, and in my case, I needed to change my approach. It’s not that my previous methods were unproductive or not gaining orders; rather, I had taken my eye off the ball regarding opportunities for the second half of the year.

Therefore, I’ve revised my daily activities to include two solid days in the field for prospecting only. This is in addition to appointments, phone calls, emails, and research. I cannot rest on my laurels and wait for things to happen—now it’s time to make things happen.

My last two days have been somewhat productive with garnering three opportunities.  Two for imaging and one for a content demo.  Just goes to show me that the business is out there, it's just that we have to find it.

The end result is that need to rely on net new business to get what I need.  Yes, net new is the hardest task to tackle in our industry.  In most cases you will lose more than you win with net new.  I need to focus on at least 30-40 stops for those to days, in addition I need to focus on cold calls that could result in higher revenue sales.  It's not going to be easier, but I relish the opportunity to make things happen!

-=Good Selling=-