the "perfect" sale

GhostInTheRuins · 07-09-2007 05:30PM

I really really hate salespeople in computer shops, especially PC world and Dixons. A while ago I was just browsing around and I overheard a conversation one of them was having with an elderly couple that were trying to buy a new pc. He was trying to make them by loads of crap, overpriced software that he claimed was "essential". I felt like going over to them and letting them know he was conning them.

aidan_dunne · 07-09-2007 05:48PM

I was in PC World a couple of years ago and I overheard the following conversation. This is exactly how you should deal with these situations, in my opinion:

Sales Assistant: "Hi, can I help you at all?"

Customer: "Yep, I saw an ad for this computer in the paper (pulls out ad from pocket) and I'd like to buy one."

Assistant: "No problem, we still have a couple in stock. I'll just go get one for you". (Goes off to get the machine. Comes back, places it on floor in front of customer.)

Customer: "By the way, this discount in the ad still counts doesn't it?"

Assistant: (Looks at ad briefly) "Yep, it does. Before we run it through the checkout, though, have you any questions or anything?" (Looks as if he's about to launch into the extra sales pitch.)

Customer: (Jumps in before the assistant has a chance to start his spiel) "No, but I will say this. If you so much as mention any kind of Coverplan, Masterplan, extra warranty or any other shít like that, or try to sell me anything else at all, apart from this computer, I will kick you so hard in the bollocks you'll be pissing blood for a month. I'll then pick up this box and repeatedly smash the computer over your head before walking straight out of here. Are we clear?"

Assistant: (Pale look comes across his face) "Ummm, yes sir. Perfectly clear." (Rushes the computer through the till as quickly as he can) "Here you go, sir. Best of luck with it."

Customer: "Thank you very much. Now, that wasn't so difficult, was it? I didn't waste your time, you didn't waste mine and I got what I wanted with no added bullshít on top. Maybe you and your colleagues here should remember that in future, ok?"

Assistant: (With a look on his face at this point like he's about to shít himself in fear!) "Ummm, yes sir."

Customer: "Have a nice day!" (winks at sales assistant and walks out with a sly smile on his face.)

I thought he was brilliant and almost felt like running out after him to shake his hand. Now that's how you deal with those muppets!

Colonel Sanders · 07-09-2007 05:51PM

the commission that shops/banks earn on extended warranties/payment protection is absurd. For payment protection the bank usually get between 50-80% commission AND a profit share arrangement. THe likes of Dixons probably make more money from finance and extended warranties than they do from selling electronics.

The last time I bought something in Dixons (a mini disc player about 5 years ago) I was pestered and ended up losing my temper. Told them if he mentioned cover plans or whatever again I'd walk out and not buy the item. He did so i went to walk out. He came after me apologising but i wasn't listening. His manager asked what was the problem. i told him and he gave me a free pack of blank minidiscs if i bought the player (which I did

)

wba88 · 07-09-2007 06:11PM

aidan_dunne wrote:

I was in PC World a couple of years ago and I overheard the following conversation. This is exactly how you should deal with these situations, in my opinion:

Sales Assistant: "Hi, can I help you at all?"

Customer: "Yep, I saw an ad for this computer in the paper (pulls out ad from pocket) and I'd like to buy one."

Assistant: "No problem, we still have a couple in stock. I'll just go get one for you". (Goes off to get the machine. Comes back, places it on floor in front of customer.)

Customer: "By the way, this discount in the ad still counts doesn't it?"

Assistant: (Looks at ad briefly) "Yep, it does. Before we run it through the checkout, though, have you any questions or anything?" (Looks as if he's about to launch into the extra sales pitch.)

Customer: (Jumps in before the assistant has a chance to start his spiel) "No, but I will say this. If you so much as mention any kind of Coverplan, Masterplan, extra warranty or any other shít like that, or try to sell me anything else at all, apart from this computer, I will kick you so hard in the bollocks you'll be pissing blood for a month. I'll then pick up this box and repeatedly smash the computer over your head before walking straight out of here. Are we clear?"

Assistant: (Pale look comes across his face) "Ummm, yes sir. Perfectly clear." (Rushes the computer through the till as quickly as he can) "Here you go, sir. Best of luck with it."

Customer: "Thank you very much. Now, that wasn't so difficult, was it? I didn't waste your time, you didn't waste mine and I got what I wanted with no added bullshít on top. Maybe you and your colleagues here should remember that in future, ok?"

Assistant: (With a look on his face at this point like he's about to shít himself in fear!) "Ummm, yes sir."

Customer: "Have a nice day!" (winks at sales assistant and walks out with a sly smile on his face.)

I thought he was brilliant and almost felt like running out after him to shake his hand. Now that's how you deal with those muppets!

Pure genius! Would love to do that, but i just end up cutting them off with 'NO!' they reply with "are you sure because..." then i say loudly "For F**KS SAKE" then there mood suddenly changes but atleast they shut up.

C.D. · 07-09-2007 06:18PM

aidan_dunne wrote:

I was in PC World a couple of years ago and I overheard the following conversation. This is exactly how you should deal with these situations, in my opinion:

Sales Assistant: "Hi, can I help you at all?"

Customer: "Yep, I saw an ad for this computer in the paper (pulls out ad from pocket) and I'd like to buy one."

Assistant: "No problem, we still have a couple in stock. I'll just go get one for you". (Goes off to get the machine. Comes back, places it on floor in front of customer.)

Customer: "By the way, this discount in the ad still counts doesn't it?"

Assistant: (Looks at ad briefly) "Yep, it does. Before we run it through the checkout, though, have you any questions or anything?" (Looks as if he's about to launch into the extra sales pitch.)

Customer: (Jumps in before the assistant has a chance to start his spiel) "No, but I will say this. If you so much as mention any kind of Coverplan, Masterplan, extra warranty or any other shít like that, or try to sell me anything else at all, apart from this computer, I will kick you so hard in the bollocks you'll be pissing blood for a month. I'll then pick up this box and repeatedly smash the computer over your head before walking straight out of here. Are we clear?"

Assistant: (Pale look comes across his face) "Ummm, yes sir. Perfectly clear." (Rushes the computer through the till as quickly as he can) "Here you go, sir. Best of luck with it."

Customer: "Thank you very much. Now, that wasn't so difficult, was it? I didn't waste your time, you didn't waste mine and I got what I wanted with no added bullshít on top. Maybe you and your colleagues here should remember that in future, ok?"

Assistant: (With a look on his face at this point like he's about to shít himself in fear!) "Ummm, yes sir."

Customer: "Have a nice day!" (winks at sales assistant and walks out with a sly smile on his face.)

I thought he was brilliant and almost felt like running out after him to shake his hand. Now that's how you deal with those muppets!

Having worked part-time for DSG (PC World, Dixons Currys) for years and then defecting to a sales role in HN, I've a good deal of experience with this stuff. Firstly though had I or any member of my customer service team recieved that kind of ignorant treatment--> no, we are not going to serve you at all, there is the door, don't come back.

"Coverplan" or whatever insurance you are offered is designed to be profitable for the seller, and only really useful for the minority of people who are unfortunate enough for something to go wrong.

IMO it is only really worth it on white goods (the cost of callout for a fridge, the cost of having sent to a service center is scandalous) and small electronics that qualify for instant replacement (ie, if it is broken "accidentally", it is relaced on the spot and not sent off for repair).

The only electrical retailer in Dublin who doesn't pay commission to its sales staff is DID (afaik), hence why their service is awful. And yes, the margins are high on insurance and there are often special bonuses for top warranty salesman etc etc

I completely disagree with harassing a customer into buying something they don't need, but it is more to do with head office policy than the sales guy you are dealing with- . Most of these environments are "target driven", so the guys are under pressure to sell it.

Thank god I don't work it retail anymore (I just hope I pass my repeat uni exams now ^^)

Ruu_Old · 07-09-2007 06:28PM

I actually got the coverplan once when I bought my first computer from PC World (it was a Comcrap) and thank god I did! It easily paid for itself with the amount of parts and the number of times a technician had to come out.

DonkeyStyle \o/ · 07-09-2007 06:36PM

Hmmm, this could be a new sport (like scambaiting)...
"Look, I'll buy the coverplan if you dance the macarena while I record you on my camera phone".
Then walk out.
Youtube would be filled with dancing sales people.
ftw

DonkeyStyle \o/ · 07-09-2007 06:51PM

C.D. wrote:

The only electrical retailer in Dublin who doesn't pay commission to its sales staff is DID (afaik), hence why their service is awful.

I like DID, I've found their staff quite pleasant to deal with.

Zaph · 07-09-2007 07:33PM

I bought my tv in Currys a couple of years ago and the guy tried to sell me the extended cover warranty. I told him I didn't want it and he asked me why, to which I replied that it was a Sony tv and I don't expect it to suddenly turn into a piece of crap as soon as the regular warranty expired, or words to that effect. His reply left me stunned, he tried to be all conspiritorial-like and told me that in fact Sony and other manufacturers build their tvs to break down after a couple of years so that they need replacing. Needless to say I told him where to shove his extended warranty.

DonkeyStyle \o/ · 07-09-2007 09:29PM

zaph wrote:

he tried to be all conspiritorial-like and told me that in fact Sony and other manufacturers build their tvs to break down after a couple of years so that they need replacing.

"If that's the case, I don't want to buy one at all... good day sir."
Checkmate tbh

thehomeofDob · 07-09-2007 10:20PM

The-Rigger wrote:

These hugely overpriced service contracts are where the salesperson gets large commissions.

False. In the case of Dixons, PC World, Curry's. In fact, I've worked it out, and it makes sweet feck all.

C.D. wrote:

I completely disagree with harassing a customer into buying something they don't need, but it is more to do with head office policy than the sales guy you are dealing with- . Most of these environments are "target driven", so the guys are under pressure to sell it.

This is the main point. These warranties are pushed from the top, because they make money. Simple. From the salesperson's point of view, he's getting pressured from above to make targets. Before everyone starts with the "well he chose the job", most retail sales jobs require no experience, so the positions are normally taken by people who need a job and cannot get one elsewhere (or don't want to work in McDonalds).

Harvey Norman's warranty is a joke, it just extends the manufacturer's warranty. DSG's warranty gives extras. If you're buying a high value, portable device, it wouldn't hurt to have it covered against "accidental" damage. If you're stupid, you deserve to be out of pocket for a cover you never use. If you're intelligent, and you're buying a 3,000 euro laptop, you'd be a fool to not cover it for 3-5 years for 500 squid, and then get it replaced when it's "damaged".

It's unfair to be rude to a salesperson for doing their job. If they're rude, and pushy, then by all means. If, however, from the get go you jump down their throat you're a jerk.

Colonel Sanders · 07-09-2007 11:21PM

I have no problem with someone trying to sell me something, but when i say no 3 or 4 times politely and they still persist - thats when I get pissed off and start getting angry.

ceidefields · 07-09-2007 11:31PM

Honestly, I have never had anyone at Best Buy pitch me like that. It's difficult enough to find a sales person to begin with and then they mostly have a look on their face like they could give a rat's ass.... This sounds like Best Buy's Management's utopia

07-09-2007 11:41PM

Best Buy is a rip! Got burned once and will never do business with them again.

the "perfect" sale

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