Progressive Distributor - How would you improve the glove you currently sell?

Hand-to-hand combat

The key to selling chemical-resistant gloves is having a thorough understanding of the product you sell and of your customer’s requirements.

by Tom Eggleston

Selling chemical-resistant gloves today can be a battle. There is stiff competition from numerous competitors and price has become the biggest factor. It is time to do what General Douglas McArthur did in the Korean War at Inchon: dig deeper than the front lines.

Differentiating yourself from the competition requires preparation, product knowledge, asking probing questions, selecting the appropriate chemical-resistant glove, asking for the order and follow-up.

Preparing for the sales call requires understanding the customers’ problem or having a purpose for your call. It means having the tools with you that spur action. Remember, it’s not the number of calls in a day but the results that bring your company revenue.

Having product knowledge is equally important. Study your products and take the time to know the features, advantages and benefits.

Understanding the materials of a chemical-resistant glove helps when working with a customer. Knowing the advantages of polymers such as nitrile, neoprene, natural rubber and vinyl helps when making glove recommendations. Each of these polymers complements one another and provides a vast range of chemical and physical resistance that allows application in several workplace environments.

Salespeople should also understand features such as grip pattern, supported vs. unsupported, thickness and length, because any of these may affect performance or functionality.

Use the resources supplied by all the leading glove manufacturers such as chemical resistance charts, descriptive literature or their technical staffs. However, don’t share your product knowledge until you completely understand your customer’s needs.

It’s imperative that salespeople understand glove terminology. Some key terms to know include:

Degradation: A harmful change in one or more properties of a glove caused by contact with a chemical. Rubber gloves may swell, soften and weaken; plastic gloves may shrink, stiffen, harden and crack when flexed.

Penetration: The flow of a chemical through a glove on a non-molecular level through porous materials, seams and pinholes or other imperfections in the barrier film. The gaps in the barrier are visible, although a magnifying glass or microscope may be needed to see them.

Polymer: A simple chemical compound repeated and linked to make a long chain.

Permeation: The process by which a chemical moves through a protective clothing material on a molecular level.

Questions to ask
Ask probing questions when working with the customer. Find out what the job entails and what hazards the worker faces. Start by asking general questions about application and circumstances, such as:

Who decides which gloves are used in your company? Ask this question when you speak to the pre-call contact, because this is the person you want to meet.

How many employees use gloves? Also ask this question in the pre-call contact.

How many gloves do you use (per month, year)?

What gloves do you presently use (manufacturer, style)?

Who do you buy your gloves from presently? At what price? This information can be difficult to obtain, but it is very valuable.

Where are the gloves used? Is it somewhere I can see? Try to pay a visit to the areas where the gloves are used. It will give you an immediate understanding of the end-user’s needs and help you select the appropriate glove for the job. Find out if the gloves are worn for the worker’s protection or for protecting product.

How would you improve the glove you presently use?

After asking these general questions, it’s time to ask specific questions about chemical-resistant gloves. Some questions include:

What chemicals are used? Determine the most appropriate glove material(s) using the chemical resistance guide. If the chemicals are not listed in the chemical resistance guide, ask for the MSDS.

What degree of abrasion, cut, snag or puncture do you require? For higher resistance, select a reinforced glove (heavier gauge, knit-lined) preferably made of nitrile or natural latex.

Do you require protection against heat or cold? At what temperatures? How long is there contact at extreme temperatures?

What degree of dexterity do you require? If high dexterity is required, choose the lightest-gauge glove that offers sufficient protection.

Is the glove worn for a long period of time on the job? If yes, do you prefer a knit-lined glove if dexterity requirements permit? If not, a flock-lined glove offers some degree of perspiration absorption.

How far up the arm do workers require protection? Determine the appropriate glove length.

Do workers handle wet/oily items? If so, choose a glove with grip pattern.

What glove size do you need? Determine the appropriate size(s).

Do you have other specific requirements (color, properties)?

Once you have asked these questions and have the information necessary to make your recommendation, select the correct glove. Recommend the best level of protection with the most comfortable glove that functions at the minimal cost to your customer.

There are times when the lowest-priced glove won’t offer the cheapest route. Sometimes, a natural rubber glove will provide protection but a nitrile glove may last six to eight times longer at two to three times the price. Over a period of time and when used by a large number of employees, the overall cost saving can be enormous. Once you have met with your customer, inspected the work environments and analyzed any applicable MSDS information, it’s time to ask for the order.

Sometimes, it is helpful to test your recommendation to assure customer satisfaction. At other times, you’ll have enough experience to predict expected results and you can close the sale. Look for any buying signals, and then ask for the business.

When you have the order, be sure to follow up with your customer. Change is challenging to some people. Rest assured that your competition will feel the loss of business. If you fail to stay in touch, all of your hard work will be wasted.

The Occupational Safety and Health Administration (OSHA) mandates in 29 CFR 1910.138 that employers select and require employees to use appropriate hand protection where there is workplace exposure to hazards such as chemical burns or severe cuts and lacerations. OSHA also mandates that such selection be based on an evaluation of the performance characteristics of hand protection relative to the tasks performed.

Use all the tools available to make a difference with your customer. It will reduce your hand-to-hand combat and help you penetrate the front lines.

Tom Eggleston is vice president of sales and marketing for glove manufacturer MAPA Professional of Brunswick, Ohio. He can be reached at 330-721-9137.