You’ve got questions, we’ve got answers. This is Troy, how can I help you?
Every time I picked up the phone, that was my cheerful intro as I straightened my tie reflexively.
When I was in my early 20s, I worked at Radio Shack as a full time salesman from 1992–1994. I had sales in my DNA from my father, but I had to become my own type of professional. I was assigned to work under a manager named Norm Chambers and he took me under his wing after my first month on the sales floor.
Norm had confidence and authority that someone trying too hard could never achieve - I saw others start hot and fizzle out after a couple of weeks. Norm had me shadow him on customer interactions, never treating me like “just a kid”, but involving me in the conversation and the transaction. He’d often make a point to the customer in a creative way as he was talking to me about the finer points of a TV or stereo system.
“Treat people with respect. Even if they don’t buy something from you today. They’ll think of you when they’re ready, and they might bring a friend.” — my father, John Vera
It felt smooth, respectful, and always completely honest — he would not abide by deception to make a sale, even for a $15 wristwatch. My father gave me useful advice, “Treat people with respect. Even if they don’t buy something from you today. They’ll think of you when they’re ready, and they might bring a friend.” I built a loyal book of business and people came to see me, and would turn around if I was off.
Norm’s managerial style led me to management training and I was a traveling assistant manager for 6 regional stores. When a store heard of a pending visit by the very strict regional manager, I’d go the day before and prepare the store — merchandising and customer experience were my strong suits. As I progressed, Norm went to another region, and I stayed in the local rotation to train and help boost sales at slow locations. I earned a reputation of calm excellence, just like Norm.
I still have a coffee mug that commemorates a $5,000+ sales day in 1993. For small electronics and media systems, that was a major accomplishment! I was also in the national top 5% of salespeople for nearly a year.
I had to leave the store to focus on my college degree and that led me to a lucrative career in marketing. I will never forget Norm, his suspenders, and drumroll he’d tap on the dot matrix printer when the sales reports would come through at the end of the shift. I was his protege and made him proud!
