Spotlight - Lorne Fry,
Regional Sales Manager.

Lorne, you are out and about most days, what does a typical day involve for you?

You’re right, I am out of the office a great deal as I aim to visit potential clients four days a week, sometimes attending up to three appointments a day. That said, liaising with Field Account Managers (FAM) and members of my telesales team along with following up proposals ensures the sales cycle remains fluid and is another crucial consideration. Paperwork is also an important element of my role and I allow myself on average one day a week to complete this.

You have worked at Total for some time, how have you seen the business change in relation to your role?

The business has diversified greatly during the seven years I’ve worked here, with technology moving on in leaps and bounds. Our inclusion into the O2 Data Centre of Excellence (DCE), forming technology partnerships and attaining supplier accreditations allows us to stay on top of our game and deliver the correct solutions. Indeed my own role has changed too – I started as a telesales appointment maker, progressing on to internal sales and then field sales and now manage my own sales team. Processes have also been streamlined, with much greater emphasis placed on customer need. For example, the introduction of the FAM and Customer Service Account Manager (CSAM) role means that as a company we are far better equipped to assist on a day to day level.

Over the past few years, how have customers’ needs changed? What are they looking for?

From my experience customers primarily need to be listened to in order that they receive a telecoms solution that is right for them, at a competitive price and offering a rapid ROI. They also require a reliable and efficient customer service experience along with the flexibility to process billing information quickly and easily.

What does it take to succeed as a sales person in telecoms?

I would say you need a good head for technology and a strong desire to succeed. The ability to listen and persistence are also imperative, as is resilience.

Which aspects of your work do you find the most rewarding?

I obviously enjoy the buzz of closing a deal but also get satisfaction from helping other members of my team to succeed.

What do you like to do in your spare time?

I have been studying the Shaolin Five Animals form of Traditional Kung-Fu for the past twelve years and am now a 3rd degree black belt. I’m currently studying for the 4th degree. I also visit the gym doing a mixture of weights and Boxing Training. I used to box and nearly took it up professionally prior to studying Kung-Fu. In my late teens/early 20’s, I fought at Light-Middleweight class for Cheltenham ABC and the Western Counties of England against the Channel Islands.

Tell us the most unusual/memorable thing you have ever done?

It has to be winning my second boxing match at my home club in Cheltenham. I was top of the bill and it was a real chance for me to show what I was made of. I am pleased to say I defeated my opponent in the first round!

‘Lorne’ is a really unusual name, where did the name come from?

My Dad was a big fan of the western series Bonanza, and named me after the actor Lorne Green who played the father, Ben Cartwright.

Which 5 words best describe you Lorne?

Loyal, driven, persistent, ambitious and thoughtful.