After working in the customer service industry for over seven years now, I think I've got a reasonably good handle on the what it takes to help a customer and make the sale (and if I'm lucky, make an even better sale). I know the ins and outs, the how-tos and why-fors. I have been a greenhorn, and I've been someone training the greehorns. I've worked for three different companies, two of which are Fortune 100 ones who are renowned for their customer service practices.
Given all the above, one could easily assume that I have been in many different situations, both as the customer and the service rep. Indeed this is true and I do have many stories to tell.
And yet, it never ceases to amaze me at how utterly
stupid service people can be. Don't they realise what they need to do to make a sale? Okay, so perhaps greenhorns haven't been in the industry long enough to read the signs a customer will give, I will relent there. But people who claim they have been working in the industry for a few years and yet... deliver nothing but inferior service? When I see that I am often torn between laughing until I cry or smacking the person.
For example, a few months ago I was in search of a new vehicle. My poor Honda Civic was heading to its last ends, and so I needed a reliable vehicle to get me to and from school without the worries of it breaking down (or me having to shell out massive amounts of money for repairs). Me, being the good little consumer I am, started doing my research. I knew I wanted either a crossover or a small SUV, since I wanted to be higher up when driving in traffic. I'd done my safety checks, looked up prices, and narrowed my choices down considerably.
My Mom and I then decided one day to go look. Not buy, but just look.
Since the Golden Ears bridge was brand new (and free), we decided to scoot over to Maple Ridge and check out a dealership there.. particularly because in our local newspaper they advertised "smashing bargains".
We arrived at the car lot, and started wandering around to have a look at the vehicles I was contemplating. They certainly looked nice, but we noticed there was a distinct lack of pricing on many vehicles. Eventually an older woman approached us, saying she was a manager and could she help us. When my Mom indicated I was looking for vehicles, this lady jumped right in and said she'd get someone to help us look.
And then sends us to the most handsomest salesman on the lot.
Immediately I was dubious, but I went along with it (He was good looking after all).
Now at this point anyone with proper customer service training would do the right thing: find out what the customer is looking for. If you can do that you're on the first step in the right direction.
So I will give props to Mister Hottie Salesman (we'll call him MHS for short) for doing that step.
"I'd like to get a crossover, either a Jeep or a Dodge, that has reasonable gas mileage. It's got to be safe, and doesn't need a lot of features. "
From that point on, MHS totally lost sight of the main point: Sell them what
they want, not what
you think they want.
HMS pointed out a very nice, brand new, Jeep Compass (which I had admittedly been eyeing), with CD player and fancy speakers, and in the colour red. He asks me what colour I want, and I reply that it doesn't really matter (of course I'm thinking
Anything is fine as long as it's not puke yellow). I state that yes the car is nice, and I like the red, but I don't really need the CD player. We go for a test drive anyway, so I can see what it rides like. It's nice, but the CD player isn't really anything I need. Plus 21,000 is a bit out of my price range (actually VERY out of my pricerange, but my Mom is good with salesmen, so I let her do all the haggling).
He shows us a preowned Dodge Calibre. Points out the radio system (did he not hear me say I didn't care about that?). It's nice, apart from the puke orange seats. Seriously. Puke. Orange. So I test drive this and it's equally nice. Price is still too high, dont' care about options.
I say I like the red one better.
Suddenly MHS is pushing me back towards the red Compass, saying how I \b{really} want it because its red. I try to tell him I don't care about the colour. Or the cd player. I just want it to have air conditioning and automatic transmission. He keeps trying to sell me on the colour. MHS
insists this is the car I want, it's red after all.
Andrea: But what about Safety features?
MHS: Who cares its red.
Andrea: Is it automatic?
MHS: It's red.
Andrea: I dont' care. What about power locks? Or Immobilizer?
MHS: Red, and red.
Mom: What kind of engine is it?
MHS: (Looking at me) You know you really want it, it's red.
At this point my Mom decided to just start toying with him, since she and I were getting pretty upset.
If MHS had a clue, he would have noticed that I didn't care about the colour, and that my Mom were indeed interested in the vehicle - just
not interested int he colour.
We ended up coming back to our side of the river, going to another car lot.
The Sales Lady asked us what features
we wanted, not what she thought we wanted. Only a/c and automatic? No other perks? Crossover or small SUV? Decent price (don't even get me started on MHS pricing... oye, he thought we were morons) ? Great safety record? Don't need 4WD? We dont' have it in the Compass or the Calibre... but I think I know something that fits your criteria that you'd like... have you seen the Patriot?
I ended up buying a Jeep Patriot that day. And it's
exactly what I wanted.
See? All it takes is knowing your sales. Sell the person what they want.
Oh... and my Jeep is green.
Labels: rambles