Warning ! Really Stupid Salespeople Ahead !
What would you think of customer service like this ?
A really good friend who knows sales, marketing and customer service called me today and dropped two bombs on me.
She knew I’d write about ‘em and she didn’t have time to write ‘em up herself.
A guy and his wife go into a furniture store for a mattress. Here’s the gist of their conversation with a sales associate.
Them: Hi. We’re looking for a king size mattress.
Salesman: Ooooh ! Too bad you weren’t here 2 days ago. We had them on sale for 15% off. Today they’re $999.
Them: Uh… yeah, that sucks. Can you get us that price ?
Salesman: Nope. Sorry.
Them: Can we talk to a manager ?
Salesman: Sure thing. I’ll get him.
They tell their story about having cash and wanting to spend it, but since the mattresses were on sale only 48 hours ago, can you sell it to us for that price.
Manager: Nope. Sorry, but I don’t even get an override on sales, so it won’t help me at all to do that. Can you believe this company doesn’t pay the manager on the sales made ?
Them: Never mind. We’ll go somewhere else.
Why would a salesman ever tell a prospect about a lower price that isn’t in effect any more ?
And why would a manager ever tell a prospect about his compensation plan ?
The answer is neither would, which means that neither are.
In case you didn’t catch that, there are a myriad of ways to converse with a prospect besides instigating anger, confusion and doubt.
{ 5 comments… read them below or add one }
Contrarian point of view time:
While this sales guy is an idiot, it comes from his manager. And while the manager is a moron who takes no pride in his job/career, his behavior stems from the nonsensical compensation plan that management has instituted. This is a manifestation of a management policy that clearly does not understand how staff are motivated to produce.While I don’t condone this type of “salesmanship”, I would say that management has really made their own beds on this one(pun intended). It goes back to a topic that you covered a while back regarding incentives and sales contests. At that time I suggested that the kind of salespersons that I would want are the ones that are motivated by variable pay (ie: the more I sell, the more I earn). These geniuses have created a scenario where whether the store sells 2 units or 200 units, everyone earns the same. Why would ANYONE try harder under these circumstances for any extended period of time?
The next day, the same couple go to a nice restaurant for brunch. They overhear two elderly ladies at the next table ask for soup. The “genious” waiter responds: “Oh, I’m sorry…we only have Chicken Noodle and Ministrone. But our really special gourmet SOUP OF THE DAY won’t be ready for another 2 hours!” Both women seemed really disappointed that they would now have to settle for what could have been presented as two delicious choices. Since the so called special soup was not even on the menu, why even bring it up?
Yes, we are….
THE MATTRESS COUPLE
@ Jamie - You’re right on all points.
A Cap’n Lou - Glad you could stop by ! Nothing like having The Mattress Couple live and in person !
Hi Mike,
I just found your blog via a link from WordSell Inc.
The manager at the furniture store was downright rude. He has forgotten his place - he is there to serve and meet the needs of the customer, not the other way around. The customer is not interested in his problems.
Whether in sales, or any other endeavour in life, one rule is certainly true - seek to serve others to the best of your ability and you will be amply rewarded yourself.
Both the sales assistant and the waiter were clumsey and should not have said what they did. But their mistakes were more forgivable in my opinion.
Mistakes, yes, but forgivable mistakes.
Cheers
Andrew
HI Andrew,
Thanks for joining in and taking time to comment.
Come back soon !
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