The ModelRepresentative

Handbook

Fourth Edition

AGuide

for Success

and Sales!

How to Successfully Promote,

Present and Sell Quality, SOR® Process

Instruments.Your

Complete

Reference in

a Convenient

Handbook

Size!

The ModelRepresentative

Handbook

ContentsA Brief History of SOR® . . . 3

Introduction . . . 8

Manufacturing Excellence . . . 10

Representative Relationships . . . 12

Product Training . . . 14

Web Site Rep Area . . . 14

Promotional Support . . . 18

Management Support . . . 22

Representative Responsibilities . . . 26

Order Services and Support . . . 30

SOR Warranty . . . 37

Projects and Quotations . . . 38

International Sales . . . 40

Appendix . . . 41

1

2

T he seeds of SOR were sown while America was bursting with energy and industrial growth, and Roy R. Dunlap was a young boy with a tomato delivery route. As Roy made his daily delivery rounds, he learned many important skills that would serve him well in his future business ventures. Independence, integrity, entrepreneurship, resourcefulness, what makes wheels turn, and how to make correct change. Above all, Roy’s abiding nature was to tinker with things. First, by enhancing the wagon that was so critical to his tomatodelivery route. Then, by putting his mechanical skills to work at modifying parts and improving on the family’s roadster to keep it in running order through the depression. And all the while, Roy dreamed of a life filled with tools and machines. FDR declared war and Roy went to work in a defense plant where he met another like-minded young man, Clinton A. Nelson. The two would meet in the evenings and on weekends to while away the hours discussing the shared dream of starting their own machine shop. The dream was put on hold, however, when Roy went on a tour of the Pacific, courtesy of Uncle Sam. When he returned in the fall of ’46, the two friends reunited – Roy with $2,000 and the determination

A Boy’s Dream

Ring!

Ring!

to make his dream come true, Clinton with the same ambition plus experience as a machinist. Thus, the partnership was forged that would eventually become SOR. Although $2,000 was not enoughto even begin outfitting a functional machine shop, it was enough to purchase one Gorton pantograph engraver and to open the doors of Mechniarts Associates – two men, one machine, and a burning desire to manufacture some sort of product . . . someday, somehow. The first Mechniarts creation to hit the market was the Tel-A-Dial – an attachment for feed store scales. (Hyphenated product names were big in those days.) The product was a superb example of “fine engineering and quality manufacturing” and it would be nice to say that it took the industry by storm. However, the fledgling company suffered from a nearly total lack of sales outlets, so the product was sold to the Pennsylvania Scale Company. Putting the Tel-A-Dial behind them, Roy and Clinton turned their attention to the now-booming airline industry.

Ring!

Ring!

Ring!

TWA had a problem. How to serve in-flight food to passengers. Mechniarts came to the rescue with a custom tray-table design, and soon the company was manufacturing tables for nearly every domestic airline. After ten years in business, Mechniarts was an overnight success! About the time they were flyinghigh with the tray table business, an acquaintance of Roy’s approached Mechniarts with an intriguing proposition. Ben Brown, a former physics professor at the University of Kansas, offeredhis services as an engineer if the company would handle some development work on a pressure switch idea he’d been noodling around with for several years. If it worked out, Mechniarts could manufacture and sell the switch and pay Brown a royalty. You guessed it right! Ben Brown’s idea became the Static “O” Ring Pressure Switch that was introduced to the market in 1956. And so began a long, arduous journey for this small company with big ideas. But their dedication, hard work, and attention to quality paid off in spades. The phone started ringing and by 1965 the company had established a reputation of engineering and manufacturing excellence. Static “O” Ring products were capturing national attention and sales, and

the Mechniarts name had been traded in for Static “O” Ring to better reflect the company’s core business. A few years later, the name would be changed again in favor of the more modern and streamlined “SOR.” From the beginning, SOR has understood the importance of attracting Representatives of the highest quality and integrity. Roy recognized the fact early on, that his “Reps” were instrumental in persuading potential customers to try what were new and, as yet, unproven products. He looked for the traits and skills that had brought him success from his days as a delivery boy – independence, integrity, entrepreneurship, resourcefulness, knowing what makes wheels turn, and how to make correct change. Today, SOR continues to focus on the core values that Roy established – quality, service,and delivery.

To be uncompromising in the production of a quality product.

To give excellent delivery.

To render outstanding customer service.

To abide by the Golden Rule in the treatment of customers, colleagues and employees.

Our Basic Philosophy

The ModelRepresentative

Handbook

77

T he character and reputation of any company, no matter how big or small, is reflected by its employees and Representatives. Good Representatives project a good image and make customers want to do business with them. Our future depends on the excellence of our products as well as the first and lasting impressions of our staff and Representatives. SOR hires only model people to be Representatives. They are humble yet confident, loyal, helpful, courteous, punctual, clean and brave. They maintain their homes, tend their yards, and drive clean cars. They always have smiles on their faces, volunteer for extra work, and are ever optimistic.

Introduction

Hints for Becoming a Perfect Representative

• Be loyal to SOR. Learn the company song and cheer. Respect its traditions. Cooperate with your contacts and the support staff at SOR.

• Work at improving your product and industry knowledge.

• Become familiar with company rules and regulations, and mind them. They are designed to help SOR run smoothly and efficiently. If certain regulations seem unjust, work through your SOR Regional Sales Manager to present your case.

• Protect company property. Do not doodle on your sales materials or play practical jokes with your samples.

98

9

SOR employees are model citizens and very hard workers. They always do the right thing, the right way, at the right time. They know that cutting corners or rushing through a job hurts the company, the customers, and themselves. SOR enjoys a reputation of excellence in manufacturing and workmanship. Our Just In Time (JIT) system assures rapid delivery to a wide range of customer needs, starting with new product development and continuing through delivery to the customer. We conform to world-class ISO 9001:2008 quality standards, and many SOR products are certified by the worldwide alphabet soup of organizations and approvals – FM, CSA, UL, PED, ATEX, SAA, KOSHA, GOST R, CE, IECEX, CRNs, 3A, SASO, TIIS and SIL. SOR also manufactures a group of products certified to B51, N285, 10CFR50 ANSI N45.2 and NQA-1 nuclear specifications.

ISO certification means our customers, friends and neighbors can be confident that we maintain the highest quality-management system, and that our model employees are constantly seeking improvement so as to exceed the market’s expectations. (For more details on ISO certification and what it means to customers, see appendix A).

ManufacturingExcellence

910

#The Good

Workmanship Creed

FREE REMINDER CARD!Cut out this handy card and keep it where you

can easily refer to the valuable tips on the back.

You’ll always be “in the know” about what it takes

to achieve excellence in your work.

• Iwilllearntodoin the right way the things that ought to be done.

•Iwilltakeaninterestinmyjobandwillnot besatisfiedwithsub-standardormerely passablework.

• Iwilltrytodotherightthingintherightway, even when no one else sees my work or praises me.

•WhenIhavedonemybest,I will not envy otherswhohavedonebetterorwhohave received praise.

The Good Workmanship

Creed#

911

SOR Representatives are not agents. Instead, they are independently owned businesses. The SOR/Representative relationship is defined in a bilateral agreement between the two parties and governed by the laws of Kansas. Representatives share the same qualities and goals as SOR employees. They do their share of work when there is work to do. They are good listeners and willing to take suggestions. They never lose their temper when they don’t get the order and they never boast. Many of our Representatives market a companion line of products that add value for the end user and are consistent with SOR products, services and objectives. They know that a friendly sales approach sells more products than a grumpy one. They always smile when dealing with customers, speak in a friendly tone, tell customers about SOR and its products in a positive fashion, and invite them to join in our success. Representatives and customers are always welcome at SOR. In fact, they are encouraged to visit our facilities in Lenexa, Kansas, USA. Many Reps have found it to be a great selling asset once they have seen the tremendous care and quality that goes into the manufacturing and assembly of SOR products. However, because of the proprietary nature of some of our products and processes, and because there is always the possibility of some bad apples in the industry, visitors may be asked to sign a confidentiality agreement.

RepresentativeRelationships

912

SOR Representatives know that factory visits

should be arranged through their Regional Sales Manager

well in advance to facilitate adequate preparation

and ensure that the necessary SOR management teams

are available to make the visit as beneficial as possible.

913

SOR

91214

Product Training Representatives are good students and arecommitted to learning as much as they can about SOR products. SOR periodically offers training sessions as part of their continuing product-knowledge services. The training sessions may be offered at the factory in Lenexa, Kansas, in the field, online, or on CD-ROM or DVD. A content outline of the session is always provided to the field, but Representatives know it is their responsibility to work with their Regional Sales Manager to get the most out of every training session.

Web Site Rep AreaThe Rep Area on the SOR Web site is a valuable resource. Reps can check manufacturing lead times, the status of their orders and new information about SOR products. They can order literature or see what product catalogs, agency certifications, application case studies and approvals are available for download. The Rep Area also features access to training modules, PowerPoint presentations, company information, and links with Customer service and industry associations. The Model Representative stays up to date by checking the SOR Web site Rep Area often.

91315

Satisfaction SurveysThe SOR Marketing Department periodically conducts surveys among its Representatives and customers tosee how the company is doing in its goal of meeting (and hopefully exceeding) their needs. The survey is sent electronically to SOR Representatives and a sampling of end users. It covers a variety of topics relating to SOR, its products, people and services. Survey results are posted to the Rep Area of www.sorinc.com following each study, along with plans for how the company will respond to the feedback. ThecustomerisalwaysrightandeverymodelRepresentativeknowsthattheyshouldtakethetimeto respond truthfully and promptly to every survey. They alsounderstandthattheymayskipanyquestion(s)theyareunabletoanswerwithoutpenalty.

Getting Representative and end-user feedback is not only important and valuable to SOR, but is also a function of our ISO 9001:2008 quality standards requirements. The company must demonstrate that it is taking action on what our customers are telling us about their satisfaction. And yes, we consider all SOR Representatives as our customers.

SOR RepresentativeCommunications

TheseregularannouncementskeepRepsupdatedontheproductandindustryinformationtheyneedtoknow.

916

A model

Representative

is always

up-to-date!

917

T he goal of the SOR Marketing Department is to be excellent always. They are most eager to support all Representatives with their communications and sales promotion efforts with a friendly smile, a pretty picture, and a well-turned phrase. But in order to do the very best they can, courtesy and cooperation are needed from each and every Representative.

18

Promotional Support

The Cooperation PledgeThe success of each individual and the company depends onworkingtogetherandcooperating.Courtesyistheoilthatpreventsfrictioninsociety.Ifwearenicetoothers,theyaremorelikelytobenicetous.

• Ipromisetoworkpeaceablywithothers. Peoplewhoquarreldonotworkwelltogether.

• Ipromisetobereasonable,toplayfairwithmyfellows and,ifnecessary,meetthemmorethanhalfwayinthe interestofgoodwill.

• Ipromisetobefaithfulintheperformanceofmytasks, prompt in the performance of my duties, and to meet my responsibilities.

• Ipromisetodomyshareoftheworkand topullmyownweight.

Signature

918

Department at least one month’s noticesotheywillhavetimeto plan and executethe best creative approach to fit

an objective.

Catalogs and BrochuresSOR is pleased as punch to supply reasonable quantities of sales catalogs and brochures to our Representatives. A courteous salesRepresentativeknowsto contact our friendly marketingcoordinatorfor supplies, and to orderonlywhatisreally needed.

19919

Creative DevelopmentThese fine folks can be a Representative’s best friend. They can’t wait to help with flyers, ads, direct mail and other promotional items. AgoodRepresentativeknowsthatheorsheshouldgivetheMarketing

Promotional ItemsThe friendly and courteous Marketing Department staff stands ready to provide you with promotional items on a case-by-case basis. AknowledgeableRepresentativeknowstocheckonavailabilityandtomakehisorherrequest by contacting marcom@sorinc.com.

LiteratureSOR also maintains a complete library of product

and application literature both on our web site and in loose-leaf form.

The experienced Representative knowsthatbycontactingtheMarketingDepartmentthey can learn the availability

of such items. A request form may be completed online in the

RepAreaofwww.sorinc.com,orbycallingtheMarketingDepartment.

Web site Representative ServicesThe SOR Web site contains a password-protected “Representative only” area for viewing and/or downloading useful information regarding new product offerings, lead times, order status, training presentations, details about special product promotions, and commission information. Thetechnologically-adroitRepresentativeknowsheorshemaygettheirsecurepasswordbycontactingpassword@sorinc.com.

920

Trade Shows SOR participates in all the right trade shows all over the world and enlists Representatives to help with customer contacts, product demonstrations and booth assignments.

Furthermore, the perspicacious Representative understands the importance and courtesy of returning the form one month prior to the requested shipping date of the display and/or materials. SOR Representatives agree that it’s only fair for SOR to prepay freight costs for the equipment to the trade show site, and that it’s the Representative’s responsibility to install it, keep it in good order, and to return all equipment to SOR at their expense in a timely fashion so others may use it.

The savvy SOR Representative

knows how to request SOR

display equipment for local

shows and demonstrations by

completing a Marketing Sponsorship

Request (form 1295). This form may

be found in the Library of the

Rep Area at www.sorinc.com.

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ThemodelRepresentativeworksinfriendlycooperationwithhisfellows,therebymakingourcompany,ournation,ourworld,and

the universe a better place.

In whatever work I do with others, I will do my part and help others to do theirs.

I will keep in order the things which I usein my work. When things are out of place they

may be in the way of others.

I will always be cheerful when I work with others.When I have received money for my work, I will neither

be a spendthrift nor a miser. I will save or spend as a responsible citizen of the world.

ManagementSupport

The SORTeamwork Pledge

922

Regional Sales ManagementSOR Representatives never have to go it alone. They are supported by Regional Sales Managers who constantly strive to help them with sales strategies as well as the performance of their duties. The SOR Regional Sales Manager also ensures that Representatives receive the support they need to carry out the company’s plans, goals, wishes and dreams. Teamworkisthekey. While the Regional Sales Manager educates and communicates across all product lines, the SOR Product Managers work with Representatives on new products. This is a reciprocal relationship. The Representative provides the Product Manager with information regarding viability of new products, and the Regional Sales Manager assists the Representatives in campaigning new products as they are released.

The Product Manager The role of the SOR Product Manager is to support SOR products in the field and within SOR. The Product Manager assists in training, provides field support, and helps the Representative specify SOR products for difficult applications. Additionally, the Product Manager works with the Reps to develop competitive marketing analyses that helps establish favorable positions for our excellent products with our customers. The sales-minded Representative knows it is a good idea to involve the Product Manager whenever possible.

923

Business DevelopmentThis department has the responsibility of managing the flow of special sales opportunities for SOR products. The opportunistic Representative knows that it makes good plain sense to take advantage of opportunities that yield requests for quotations. Coordination and sharing of information between SOR and the Representative is vital to turning these opportunities into customer purchase orders. And, even though the Representative is contractually obligated to participate in programs developed by the Business Development Manager, he or she always does so willingly and cheerfully.

Executive Group The SOR Executive Group – or Strategic Unit Initiative for Teamwork Systems (SUITS), recognizes the importance of its Representative network and extends the expertise of SOR Marketing, Engineering, Manufacturing, Quality Assurance, Accounting and Human Resources to one and all. We want our Representatives to feel that they are a part of the home team. The SOR Executive Group’s door is always open to discuss ways we can improve upon practices, policies, and other matters of mutual interest.

You’re Part of the Home Team

at SOR!

924

TheSORExecutiveGroupisalwayshappyto discuss ideas, problems or other matters of mutualinterestwithourvaluedsalesReps.

925

RepresentativeResponsibilities

Responsibility and Respect

Nature of the RelationshipThe SOR Representative wears many hats. He or she acts as both a distributor for product sales and as a subsequent reseller to the customer. The astute Representative knows that for distribution sales, he or she takes title to the products and resells them for his or her own account without commission. For direct sales, all customer purchase orders must be accepted by SOR, will be billed to the customer by SOR, and any commission due paid to the Representative by SOR.

Theone-for-all-and-all-for-one-mindedRepresentative has respect for company policies, justlikeheorshehasforthelawsoftheland.Thisisnotbecauseofthefearofwhatmay

happen, but because the Representative alwayswantstodowhatisrightfor

the greatest good of all.

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927

Sales PromotionThe expansion-minded Representative always uses his or her best efforts to promote the sale and use of SOR products to all existing and potential customers within his or her territory, and to preserve and enhance the good will of SOR customers. The respectful Representative knows to limit sales activities within the boundaries of his or her assigned territory, and to always refrain from marketing or selling SOR products outside the territory boundaries.

Competitive Product LinesThe honest Representative knows it is not fair to represent, market, distribute, sell, or act as a sales agent for any products or goods that are similar to, or competitive with, any SOR product – unless it is specifically authorized in writing by SOR.

Agents and Sub-RepresentativesThe law-abiding Representative knows he or she has no authority to appoint any agent, sub-Representative, friend,no-account brother-in-law, or other person to promote the sale of SOR products or to otherwise perform his or her obligations without written permission by SOR.

When sales Reps respect

the territories of others,

everyone gets along!

Performance StandardsThe goal-minded Representative knows it’s very, veryimportant to maintain the acceptable sales volume for SOR products with customers in his or her assigned SOR territory, as determined by SOR’s Vice President of Sales and Marketing.

Sales PolicyAll model SOR Representatives and employees know the importance of complying with all company sales policiesregarding SOR products and this policy manual, as well as educational, commercial and engineering instructions.

Aftermarket Support and ServiceThe follow-up-minded Representative never expects extra compensation for providing full and complete service to customers following the sale of SOR products within his/her territory. He or she knows such aftermarket support includes (but is not limited to) inspection, testing, and customer acceptance of the product(s), as well as assisting SOR in arranging for warranty, maintenance, and repair service.

28

Follow-upphonecalls

orvisitsbuildgoodwill,

solve problems,

andkeepcustomers

comingback!

928

TrainingA Representative and all who work for him are always prepared and well trained in the overall knowledge and functionality of SOR products.

AdministrativeThe buttoned-down Representative always performs his or her administrative duties promptly and willingly in response to queries for customer and market information, corrective actions, providing information regarding customer complaints, paying bills on time, and other areas of good business practices.

Invoice PaymentThe thrifty Representative always provides timely payment against open invoices, and understands the reasons why SOR reserves the right to withhold commission payment(s) or delay production on open orders if account balances are not current.

29929

Order Servicesand Support

Customer Service and Sales ManagementThe ever-vigilant Representative is always on the alert for customer service issues, and knows that SOR Customer Service and Sales Management Departments can be depended upon to help review specific user applications and suggest products to customers that are compatible with their processes. In addition, this group stands ready to interpret a customer’s contractual requirements and manage the order cycle – from request for quotation through the product purchase, order, and delivery. The SOR Customer Service and Sales Management super heroes also provide application-engineering support for products, as well as contract administration servicesincluding:

• Coordination of the shipping process with freight forwarders

• Order follow-up

• Facilitating the coordination of returned goods for credit, repair, or warranty issues.

QuotationsThe expedient Representative understands and agrees that quotations from SOR are valid for 60 days from the date issued, and only under the terms and conditions quoted. If the factory has provided special pricing to the Rep on

930

behalf of a customer, SOR reserves the right to quote customers directly and to review all third-party orders. SOR will have price increases from time to time, and will provide a minimum of 30-days advance notice.

Product ApplicabilityWe have the utmost confidence and pride in SOR products and their ability to perform the jobs they are designed to do. However, neither SOR employees nor SOR Representatives ever assume to know all the details of how a customer will use a product. The customer knows best. This is why all product specifications made by either SOR or the sales Representative shall be reviewed by the customer to assure functionality in their application.

Price List DistributionThe confidential Representative knowsthat SOR products are always priced fairly and competitively, and are a good value. He or she also understands that the SOR pricing information is intended for direct and distribution sales and used only by Representatives, salespeople, and the SOR Sales Department. Sometimes, under special circumstances, SOR will allow a limited number of select customers to receive a price list. However, in order to control willy-nilly distribution of our pricing, any distribution outside the SOR family must be approved in advance by the Vice President of Sales and Marketing or the President.

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Order PlacementMany veteran Representatives have adopted 139 as their favorite number for a very good reason! The organized Representative knows the importance of properly placing orders, and never submits one on anything but an official SOR form Number 139.

• Orders are accepted by mail, fax, telephone, e-mail and electronic transmission – as long as they are complete.

• For orders of USD $2,000 or more, or where ATEX approval is required, a written confirmation order is needed.

• Although verbal orders are accepted, they must reference more than a person’s name. A numeric purchase order number must also be provided prior to shipment. The Representative assumes full responsibility for accuracy of verbal orders.

• If a customer places a direct order with the factory, it will be accepted and billed by SOR, and the Rep will be paid a “direct sale” commission.

• Minimum Order: USD $100

• Sales tax is collected on orders drop shipped into the following nine states; CA, FL, GA, IL, KS, LA, NC, PA and TX unless you are tax exempt. Your sales/use tax exemption certificate MUST be on file with us from the “Ship To” state or we will bill the applicable tax.

Take pride in your paperwork!

932

Product Lead-Time Guidelines Typical lead times for SOR products is 2 weeks ARO, however; this can change based on a number of factors. Actual lead times by product type is posted on the website and is updated weekly.

The

compassionate

Representative

knows that

demand

often affects lead

times and

always remembers

to consult

the factory

in advance

to verify

current product

availability.

33

Trial OrdersThe go-getter Representative knows that a trial order is sometimes the best way to sell a customer, and that SOR encourages this strategy for all its products – except for custom-designed mechanical level products.

All trial orders:

• Are coordinated and approved by the respective Product Manager

• Are billed on a Memo Billing (net 90 days payment terms)

• Are returned within ninety (90) days for full credit

• May be used longer than ninety days if approved by the Product Manager

• Must be paid for at the end of the trial period unless returned to the factory for credit

• Are the responsibility of the customer to install and test within their application

The neighborly Representative always stays in touch withthe customer throughout the trial period and reports the results to the SOR Product Manager. If the product is returned for credit, the Representative provides a written report of the reason why.

Emergency Shipments The dedicated employees at SOR always make every attempt to respond to a Representative’s plea for emergency manufacture and shipment of products. However, if special materials or services are required to meet the request,

934

a premium charge may be levied. It’s always best to be prepared, so the good-scout Representative always contacts the Sales Department to coordinate emergency shipments.

.

Transfer of GoodsObservant Representatives recognize that SOR ships all goods by way of EX WORKS in Lenexa, Kansas per INCOTERMS 2000, and that the title to all goods passes from SOR to the purchaser at the time of shipping from the shipping dock. If a Representative is invoicing the shipments of a distribution sale, he or she becomes responsible for any lost shipments resulting from carrier negligence and/or mishandling.

Change OrdersSOR Representatives are sympathetic. They understand that a handling charge may apply if a product order is changed while manufacturing is in process or has beencompleted. Change-order charges do not apply when the shipping method, address, or date changes (within reason), or if items are added.

COD Shipments

•USD $25 net fee on all CODs

•Maximum COD order: USD $1,000

•Orders more than USD $1,000 without open terms are cash in advance (CIA), and the shipping cost will be estimated and paid for prior to shipping

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Cancellation Charges

• Prior to the start of engineering work – no charge.

• After engineering work has begun and data has been transmitted to vendors, but prior to manufacturing – 10% of the list price.

• After release to manufacturing – 10% to 60% of the list price depending on the amount of work completed.

• No commission is paid on cancellation charges.

Dimensional Drawings and Printed MatterDynamic SOR Representatives know that dimensional drawings are available from the home office for the purpose of supporting sales efforts. Furthermore, they understand that only drawings which SOR Engineering has agreed to release to the field are available. Naturally, drawings usedfor internal control of processes and manufacturing, and any other proprietary drawings, are not available.

(See Appendix B for additional information.)

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SOR WarrantyIn the rare event of a warranty issue on an SOR product, the keep-’em-smiling Representative needs to remember that SOR provides a limited warranty on all its products that covers the product’s failure to perform to SOR specification and/or defects in materials or workmanship.

Products Returned for Warranty or RepairBecause SOR products nearly always perform perfectly, a Representative might have forgotten that it is the decision of SOR to repair, replace, or refund the customer. It is wise to inform the customer that when they return an SOR product for warranty work they need to:

• Contact the factory for a Return Material Authorization (RMA) number and to affix it to the outside of the shipping carton.

• Affix a completed Material Safety Data Sheet (MSDS) to the outside of the shipping container (information is available in the Rep Area of www.sorinc.com).

• Ship freight pre-paid to the SOR factory.

(See Appendix C for more information.)

• T-21ThermalDifferential• 503/510 Electronic Pressure• 522/592 Electronic Pressure/Temperature

• echOsonix™ Level Transmitter

• Electro-MechanicalPressureandTemperature• RFElectronicLevelSwitch• 805PT Pressure Transmitter• ULS Point Level

• Electro-MechanicalLevelandFlow• 534/536 Electronic Pressure

1 Year

2 Year

3 Year

5 Year

937

T he 21st-century model Representative recognizes the global nature of competition on projects (USD $2,000 or more) and knows that SOR encourages collaboration among his or her counterparts. He or she always consults the SOR Customer Service Manager and solicits assistance in gathering project information and transmitting it to other Representatives so that they may collaborate on projects of this type. In order to ensure everyone receives proper credit for the work they perform, the fair-play-oriented Representative understands the three categories of involvement designated by SOR for project collaboration.

1. Destination RepresentativeThis is the person in whose territory the project is located.It is the responsibility of this Representative to work with those at the project site to make sure SOR receives full consideration, and to assist the customer and end user in the specification/installation process.

2. Specification RepresentativeThis person works with the engineering team responsible for selecting the manufacturers and products to be used on the project. Sometimes the engineering entities are separate organizations from the customer and sometimes they may be part of the end users’ internal organization.

Projects and Quotations

938

3. Procurement Representative This person influences the actual purchase of SOR products and/or makes the final decision to commit funds.

Trading CompaniesSometimes a third-party trading company gets involved in a project on behalf of a customer. When this happens, the model Representative always contacts SOR with the appropriate model numbers before submitting a quote. Once submitted, the authorized agent who has submitted the specific model numbers will receive engineering and destina-tion credit. And remember, penmanship counts!

Commission Allocation It is possible for a single Representative to qualify for all three commissions and sometimes a combination of Reps may be involved. SOR determines how project commissions will be split.

Collaboration

is often

the key to

successful

selling!

939

T he SOR Representative always strives to be a good citizen and knows he or she should not get involved with the complexities of international transactions unless properly trained. Neither SOR, nor its domestic and international sales Representatives, claim expertise in any customer’s applications. Everyone needs to work together in communicating the performance specifications of SOR products to end users. To facilitate this, SOR provides catalogs, periodic training sessions, and advice on an “as required” basis. In turn, it is the sales Representative’s responsibility to pass this information on to the customer in the context of the language and culture in which the product will perform.

InternationalSales

940

Appendix

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Appendix AInternational Organization for Standardization (ISO) CertificationThe SOR Quality Management System was registered to ISO 9001 in March 1993. The International Organization for Standardization (ISO) is an international agency consisting of nearly 100 member countries. There are several ISO standards that are issued to the qualified organizations. The International standard that addresses quality issues is ISO 9001:2008. The SOR Quality Management System (QMS) was audited by the independent registration company, Quality Management Institute (QMI), and was found to be in compli-ance with the ISO 9001:2008 standard. QMI is a division of Canadian Standards Association (CSA) and is accredited in the United States by the Registrar Accreditation Board, in Canada by the Standards Council of Canada, and in Europe by the Dutch Council for Accreditation as well as other accreditation boards worldwide. Periodic audits by QMI are conducted to ensure continued compliance to ISO 9001:2008 and continual improvement of the SOR QMS. QMI, like the companies they audit, must also face the scrutiny of audits conducted by these accreditation boards.

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Appendix BDimensional Drawings and Printed MatterOne reproducible and up to 25 electrostatic copies will be provided for each sales order line item at no charge, if requested at the time the order is placed. Additional reproducible copies are available at a cost of USD $3.50 each, and additional electrostatic copies are available at USD $0.50 each. The minimum billing charge applies except when requested printed matter accompanies an order for the product. SOR frequently receives requests for blank dimensional drawings. These cannot be supplied without specific model number information. Please contact the SOR Sales Department with requests for dimensional drawings and printed matter.

Appendix CProducts Returned for Warranty or RepairAfter inspection, if a product defect is covered under warranty, SOR will repair the item at no charge to the customer and return it freight pre-paid. If the unit is returned during the warranty period for the purpose of a non-warranty repair, material and labor will be charged as follows:

• If repaired as a “like model,” the repair charge will be 60% of the current list price with a commission to the Representative of 10%.

• If repaired as a different model number of greater value, the repair charge will be 70% of current list

943

price of the new model number with a commission to the Representative of 15%.

USD $50.00 per unit will be charged for products returned to SOR for evaluation that are outside of the specified warranty period.

For products to be returned for warranty issues, SOR will provide an advance replacement unit. These advance replacements will be billed to the customer at the time of shipment. The cost will be the price in effect at the time of shipment, less discounts and commissions. If the product returned for warranty consideration is found to be defective, a full credit will be issued for the advance replacement. If the unit is not found to be defective, the customer is responsible for all costs associated with the production and shipment of the advance replacement.

Appendix DCommission Protection PolicySOR is committed to creating and maintaining policies and practices that allocate Representative commissions in a fair manner. As our customers become more adept at shopping the world for the best prices, we remind all SOR Representatives/Distributors of their obligation to respect fellow SOR Representative/Distributor territories and rights. It must also be noted that SOR will enforce its commission protection policies.

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Territorial BoundariesAll SOR Representative/Distributor territories are clearly identified in the Sales Representative/Distributor Agreement. The territories are exclusive.

OEM SalesSOR Representatives/Distributors may conduct business with OEMs within their defined territory. If an OEM product is shipped into and installed in a territory other than whereit was sold, the SOR Representative/Distributor outside the originating territory is not entitled to a commission for the original sale.

No SOR Representative/Distributor

shall conduct SOR business outside

of their defined territory.

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Trading/Export Companies

In the case that a Representative receives an order or inquiry from a trading/export company that is bidding a project for a customer outside the Representative’s territory:

In most cases, any discount/commission adjustments will be implemented by SOR.

In the case of commission disputes, SOR retains the sole right to allocate commission or discount reduction (whichever is appropriate) in a manner that SOR judges to be equitable.

Situation Specification Purchasing Destination

Order/inquiry from trading/export company with SOR model number 0% 20% 80% and/or resembles or duplicates a protected project.

Order/inquiry from trading/export company where destination is 0% 90% 10% known by SOR but without anSOR model number.

Order/inquiry from trading/export company without an SOR model 0% 100% 0%number and destination/country is unknown by SOR.

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Commercial Distributors and Catalog HousesCommercial distributors and catalog houses may offer attractive sales opportunities to sell SOR products. Each situation is sufficiently different to preclude any general rule(s) to guide SOR Representative/Distributor actions. Such opportunities should be referred to SOR Customer Service or the corresponding SOR Regional Sales Manager for appropriate sales action.

ProjectsOften, two or more SOR Representative/Distributors will cooperate in the sale of a project. Split commission schedules are clearly defined in the SOR RepresentativeManual and in the SOR Representative/Distributor Agreement.

In the case of a commission dispute, SOR retains the sole right to allocate commission or discount reduction (whichever is appropriate) in a manner that SOR judges to be equitable.

Situation Specification Purchasing Destination

Day-to-day business 0% 100% 0%

Situation Specification Purchasing Destination

Project quotes 50% 40% 10%

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In the case of a Protected Project, the non-protected Representative may quote list prices only, or refer the order to SOR Customer Service. If a non-protected Representative gets the order, that Representative will be due 20% of the available discount/commission.

NOTE: a Protected Project is a project for which an SOR Representative/Distributor has convinced a customer decision maker to use SOR products, but has reason to believe that the purchase may be conducted by an independent procurement entity outside of the Representative/Distributor’s defined territory. By alerting SOR Customer Service in a timely manner, SOR will issue a Protection Notice to SOR Representatives/Distributors worldwide instructing them to be on alert for the project and to notify SOR Customer Service if they receive a bid request for the project. The intent of Protected Projects is to protect commissions for Representatives/Distributors who have performed the sales work, and to avoid discounting when unnecessary.

Internet BiddingLarge companies sometimes use the Internet to solicit bids for SOR products. Any SOR Representative/Distributor encountering such a practice is instructed to notify SOR Customer Service about the situation and to follow SOR instructions pertaining to the matter.

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Enforcement PoliciesThere is no room in the SOR Representative/Distributor network for organizations or individuals who disrespect the sales efforts and territorial rights of their fellow Representatives/Distributors. If a Representative/Distributor is found to have violatedthe rules stated above within 12 months of any sale, SOR is committed to the following actions:

First Offense: Offending Representative/Distributor will be penalized by a reduction of the amount of commission or discount awarded on the project (whichever is appropriate) and sales credits will be reduced by the amount of the sale.

Second Offense: The Representative/Distributor found in violation will be subject to the first offense penalties, plus additional penalties up to and including cancellation.

Third Offense: Will warrant immediate cancellation of the SOR Representative/Distributor Agreement for the offending party.

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S ince the beginning, SOR has always held its Representatives in the highest esteem. You are the face of SOR in the field, the first line of contact, and hugely responsible for helping Roy Dunlap’s dream come true. Everyone at SOR values your efforts and contributions to our success.

The End

Congratulations!Now that you’ve studied

The Model RepresentativeHandbook, you’re ready

to write up orders.

Thanksand

HappySellingfrom SOR

SOR Inc.14685 West 105th StreetLenexa, Kansas 66215

Phone 913-888-2630TollFree800-676-6794Fax 913-888-0767www.sorinc.com

Registered Quality System to ISO 9001:2008

Form 1281 (01.12) Printed in U.S.A. ©2012 SOR Inc.

Successful selling

begins with you!

By practicing proper selling techniques and cheerfullyfollowingourguidelinesforsuccesswithSOR,youcanensuretheprosperityofyourfuture, your family, your community and yourcountry! The valuable information contained in thisconvenienthandbookincludes:

* HowSORcametobe* The SOR business philosophy

* Hints for becoming a perfect Representative

* WhodoeswhatatSOR* Your responsibilities as an SOR Rep

* Thebenefitsofteamwork

. . . and much, much more!