when approached concerning merchandise that you know very little about:
> act CONFIDENT, not hesitant (you’ve already given yourself away)
> if the merchandise is not on the sales floor (or you just don’t know where it is), pretend like there is more stocked in the back and you have just sold lots…makes the buyer think it is a hot item, thus more desirable
> throw in some technical jargon (whether it applies or not) when answering questions, you might sound impressive
> be PROACTIVE (whatever that might be for the situation)
okay, I actually don’t agree with all of these. Sure, be confident and DEFINITELY BE PROACTIVE!! But, please do not act like you know stuff when you don’t…it is really bad when the consumer realizes that you know less than he does. Just fess up and say “I don’t know.” That will take you a lot further with me than any of your pretend games.
I enjoyed one such encounter last night. Two sales guys tried to get the other to help me (strike 1)…yaay, I got the loser. Always sparks confidence in the consumer. He could at least locate the merchandise, but was not sure why there was nothing on display and the boxes were jumbled around inside the locked case. I stood there patiently, yet he offered no pitch or attempt to see what I was interested in. Excellent sales technique…make the consumer continually ask. Figuring I had a guy who didn’t know much about, well…anything, I asked him what the difference was between two models. Oh…his response was golden…
I’m gonna go out on a limb, and say that this one (newer model) is bigger.
Really?!?! A newer model, costs $300 more, and you’re telling me that the difference is that it is bigger??? At least try and hide your lack of knowledge! These are electronics…newer generally = smaller; newer = does more things; higher price = better quality, faster, sleeker, longer lasting, etc. There are lots of adjectives you could pick and still stay with a general answer…but bigger?? (strike 2)
Still no attempt to show me anything or ask what I’m looking for. I asked if I could see one of the items, so he made a call for the keys over his nifty headset….(waiting)….(no interaction)…do you think you could call again?…(waiting)…(no interaction)…is there anyone else who might have a set of keys? Nope…(waiting)…(no interaction)…okay, well, I guess I’m gonna go. Maybe you should try doing something, such as going to find the manager, the keys, someone else to help, ANYTHING ACT LIKE YOU ARE THE LEAST BIT INTERESTED IN HELPING A CUSTOMER! (strike 3)