This is a great question that I often discuss with my own
students. The salesman's role has changed greatly over time, and, sadly for him, during
Willy's career.
When Willy entered sales fresh from school,
developing relationships and being personally liked by the customers was important.
Traveling to different territories and creating this personal client base was Willy's
job, and his strength. He understood how to use personality and friendship to create
sales. His ultimate relationship was with his boss, Harold
Wagner.
As time progressed, though, the sales field became
less about personal relationships and more about the bottom line - money. Willy's
client friends began to retire or die, and he was no longer known at the companies he
sold to. As a result, his sales dropped because the personal relationships had been
replaced by faster, more economical means.
This idea is
symbolized by Howard Wagner's wire recorder. The real person can be and is replaced by
a machine. Howard, the owners son, is unlike his father and not willing to pamper
Willy and his resistance to change with the times.
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