Good Salesmanship

[Sol_Dahbrishinsky]

Last week I went to wet test a hot tub.  Before changing I was talking to the salesman about the different models.  As we were talking a woman walked into the store to buy chemicals.  Apparently the other saleswomen had stepped out.

NOW... for you sales people out there what would you do?  The woman kept on saying (at the other side of the store) "HELLO  is any one here?"  I am a critical thinker (devious) and thought to myself, "I'll just stand here asking questions and see what the salesman will do!"  

He never left my side and left the woman hanging there without a "I'll be with you in a second" or "Someone will be right with you."  Instead he just stood there with me even as I looked at a brochure for a few minutes without a word being uttered.

I wasn't going anywhere..............  The woman stood there for at least 10-15 minutes without a bit of attention from my salesman.

Here is my question: What happens AFTER I buy the tub and I am the person trying to buy chemicals

In my opinion------bad sales behavior

what say you all?

PS  I believe the older woman shopping had good manners NOT to interupt the sales pitch----yet stood there until someone responded

[Brewman]

I'm not a spa salesman, and I've never played one on TV, but I have been in a similar situation in an earlier profession.

What I did was exactly what you suggested.  Politely excuse yourself from the first customer, knowing that they'd need more time, and wait on the second customer, ring up her chemicals, thank her for stopping by, and go back to the first customer.

Brewman

[stuart]

Last week I went to wet test a hot tub.  Before changing I was talking to the salesman about the different models.  As we were talking a woman walked into the store to buy chemicals.  Apparently the other saleswomen had stepped out.

NOW... for you sales people out there what would you do?  The woman kept on saying (at the other side of the store) "HELLO  is any one here?"  I am a critical thinker (devious) and thought to myself, "I'll just stand here asking questions and see what the salesman will do!"  

He never left my side and left the woman hanging there without a "I'll be with you in a second" or "Someone will be right with you."  Instead he just stood there with me even as I looked at a brochure for a few minutes without a word being uttered.

I wasn't going anywhere..............  The woman stood there for at least 10-15 minutes without a bit of attention from my salesman.

Here is my question: What happens AFTER I buy the tub and I am the person trying to buy chemicals

In my opinion------bad sales behavior

what say you all?

PS  I believe the older woman shopping had good manners NOT to interrupt the sales pitch----yet stood there until someone responded

Now your talking my language! I preach this and preach it, not just to my people but to other companies I visit. By excusing yourself and taking care of an existing customer you're showing your ongoing attention to your buyers! If you're the only one in the store and the phone is ringing, politely excuse yourself and answer the phone! It is a big irritation to someone to have you just ignore someone in person or on the phone and just like Sol eluded to; what kind of message does this send to a prospective buyer. Thanks for starting this topic Sol!

BTW, I am a salesman and have played one on TV!

[Vinny]

As a consumer I would agree that the most effective and polite thing to do as a salesperson would be to excuse oneself and help the other customer.

Another hint to you salespeople - NEVER call a potential customer an idiot or infer it. I had a tub salesman do both of these this weekend for possibly not buying his tub - Like I might ever walk into that store again.

[yokeman]

sounds like car salesmanship to me!

sell the product, deliver the product, then forget the customer,.....your who?


i'm hoping that my turn with this marquis dealer won't
turn sour but i got a feeling......................

[huh?]

Great 'em and explain.  Help them asap.

[ndabunka]

I would explain to my primary customer that I am the only one in the store and ask them if they would mind if I took a few minutes to address the ladies needs. I've never had anyone deny such a request. It shows attention to the primary customer and concern for the subsequent customer. Now for the tricky part... What do you do if the subsequent customer (The lady) trys to monopolize your time? This is also handled quite easily in the first words to utter to her upon greating her. It should be something like... "Welcome to XYZ hot tubs. Sorry no one was able to respond to you immediately (even if you were). I am with a another customer right now but would like to see if there is something I can do to help you".  This provides them the knowledge that you have a prior obligation you will need to return to but that you are interested in their immediate needs and would like to help them RIGHT NOW. Most people recieve such mannerism guidance with grace and will be prompt with their needs thereby allowing you to get back to the original client in a timely fashion. If the new customer has a desire (and inclination) to spend additional time in the store, such an introduction also provides them an obvious response similar to the following... "I'm interested in a tub and would like to speak to you about my needs..."  At that point, you may be able to invite them to join the initial customer and thereby sell to two people at the same time OR simply allow them to look through the store while you finish with the first customer. At this point you should make certain that you (as the salesperson) is not driving the actions. You have made the openings and expressed the options for the customers and THEY are the ones who would then be asking for the proper course of action from you. At least, this is my mode of operation.  PS - Although i do not currently have any type of retail business, I did stay at a Holi....(No, actually I worked for Sears in retail sales as well as managed a number of smaller computer retail shops over a period of 15 years). Now I sell technology solutions pretty much exclusively to CEO's and CIO's.

[wmccall]

If you're the only one in the store and the phone is ringing, politely excuse yourself and answer the phone!

In this situation I agree, in other retail situations, I absolutely hate when sales people give higher priority to the phone than people in person.   In this situation the sales guy knows the "tester" will be around for awhile, but he has to watch out for the tester for safety reasons as well as trying to make a sale,  sure its a delicate balancing act.

I didn't run into this situation at my dealer, I came in on a busy Saturday afternoon during a sale when multiple people where on the floor. Since then I have been in the store (close to my work) and most of the time there is only one person around the sales floor.   This company has on their answering machine that they may be with a customer and will return your call immediately, and they do.   Other times, the salespeople sometimes sense that this is the point in the sale where the buyers need a few moments alone to discuss their thoughts, and will politely excuse themselves, while keeping an eye on the customer.  Good sales poeple know body language and can tell when a customer wants them nearby or not and can balance their time between two things.

[doodoo]

This past weekend I went to get the water tested at the dealer. I'm confident enough with my water chemistry management (water is always crystal clear) that I just don't test anymore at home but get it done by the dealer on a monthly basis. Usually end up only tweaking with balance.

In any case, I showed up and would'nt you know it, the three sales reps were all busy with clients looking to purchase large items, 2 hot tubs and the third a pool table. There were also 2 other at the testing counter waiting to have their water tested. I was the third.  The place was hopping. The first thing that happened when I walked the door was being greated in a cursory 'hello' from each of the sales staff. They simply acknowledged my arrival. My sales rep added that one of them would be with us shortly and that I should help myself to coffee ( which he pointed me to) while he finished with his prospective client. 10 minutes later all three existing clients were getting their water tested by one rep and then a second rep when she was also done.

The short of it is. DON'T IGNORE ANYONE. Simply acknowledge and inform. Everyone was happy that day and I know my client service relationship with my dealer is a good one.

[Wisoki]

Well, my take is NEVER walk away from a live in your store customer to answer the phone. That is 100% rude. If you have an answering service, they'll get it and you can return the call later. There's nothing worse, to me, than a sales person holding up one finger in the "just a moment" gesture while I'm trying to buy something. How many spas or chemicals do you sell over the phone, darn close to ZERO. Attend to your live in the store customers. Asking one human being to hold on while you tend to another human being is one thing, asking them to hold on while you attend to an electronicly transmited voice is another!

[Chris_H]

I would tell the person that I am selling a spa to, to hold on for a minute while I ring out the customer.  If it was a phone call, I would let it ring.

[HotTubMan]

Well, my take is NEVER walk away from a live in your store customer to answer the phone. That is 100% rude. If you have an answering service, they'll get it and you can return the call later. There's nothing worse, to me, than a sales person holding up one finger in the "just a moment" gesture while I'm trying to buy something. How many spas or chemicals do you sell over the phone, darn close to ZERO. Attend to your live in the store customers. Asking one human being to hold on while you tend to another human being is one thing, asking them to hold on while you attend to an electronicly transmited voice is another!

I agree. The person in my store went to the trouble of driving here. The person calling just picked up the phone book and a phone.

Sometimes answering the phone or helping someone else in the store back fires. You can provide the best possible customer service to your customers and you will still get some nuts. Someone who wants to vent about something. I have had leads walk out while I try to calm someone down on the phone or in the store.

I will ask a tub shopper I am helping in store to wait while I cash someone out. Water testing is border line. Some water test customers have LONG stories.

It would be nice to have extra staff standing around all the time to help with water and till, but it is not always realistic. Somedays I can go hours without a visitor. Other times I am looking the parking lot to see where the bus is parked.

[NightOne]

Well, my take is NEVER walk away from a live in your store customer to answer the phone. That is 100% rude. If you have an answering service, they'll get it and you can return the call later. There's nothing worse, to me, than a sales person holding up one finger in the "just a moment" gesture while I'm trying to buy something. How many spas or chemicals do you sell over the phone, darn close to ZERO. Attend to your live in the store customers. Asking one human being to hold on while you tend to another human being is one thing, asking them to hold on while you attend to an electronicly transmited voice is another!

It sounds like the issue is really about staffing. If the store doesn't staff enough people to take care of customers on all fronts, then it is a problem.

There have been times I have called a store ready to buy and only want to check inventory or hours and after getting the machine I called somewhere else. (where I ended up going to buy it)

However, I can totally understand with very small operations where this could happen. In this case I would do the following:

1. Move my first customer to the front with me. "Hey, let's go talk over here for a minute"

2. Try to get 1st customer and 2nd customer to build some "friendship" with each other. This way, neither one of them resents the other. "Hey 2nd customer, I see you are getting some chemicals for your spa, well 1st customer is thinking about buying a spa also" Also if someone really is out of the store at the moment, I might try to lighten the customers up a little bit: "I wish Fred would hurry and get back from Subway..this is all Jared's fault"

3. Brrrring...Answer the phone. Motion to both customers that it will only be 1 second. "Hello, thanks for calling superduper spas this is supersalesguy" Give him 30 seconds to explain why he he calling in case it is a quick answer thing. Never pick up and say hold. If it is going to take longer..."Yes, I'm going to have to look into that, let me call you back in 10 minutes, what's your number?"

4. By now, 1st customer and 2nd customer are probably talking. Hopefully 2nd customer is telling 1st customer how great the spa is and why they should buy one form my store. Ring up the chemicals and ask to see if they need anything else. Back to 1st customer when they are ready.

as usual - just my 2 cents

[Wisoki]

Ahhh, the privlidges of being perfect in a perfect world!

It sounds like the issue is really about staffing. If the store doesn't staff enough people to take care of customers on all fronts, then it is a problem.

There have been times I have called a store ready to buy and only want to check inventory or hours and after getting the machine I called somewhere else. (where I ended up going to buy it)

However, I can totally understand with very small operations where this could happen. In this case I would do the following:

1. Move my first customer to the front with me. "Hey, let's go talk over here for a minute"

2. Try to get 1st customer and 2nd customer to build some "friendship" with each other. This way, neither one of them resents the other. "Hey 2nd customer, I see you are getting some chemicals for your spa, well 1st customer is thinking about buying a spa also" Also if someone really is out of the store at the moment, I might try to lighten the customers up a little bit: "I wish Fred would hurry and get back from Subway..this is all Jared's fault"

3. Brrrring...Answer the phone. Motion to both customers that it will only be 1 second. "Hello, thanks for calling superduper spas this is supersalesguy" Give him 30 seconds to explain why he he calling in case it is a quick answer thing. Never pick up and say hold. If it is going to take longer..."Yes, I'm going to have to look into that, let me call you back in 10 minutes, what's your number?"

4. By now, 1st customer and 2nd customer are probably talking. Hopefully 2nd customer is telling 1st customer how great the spa is and why they should buy one form my store. Ring up the chemicals and ask to see if they need anything else. Back to 1st customer when they are ready.

as usual - just my 2 cents

[HotTubMan]

Ahhh, the privlidges of being perfect in a perfect world!

Can you send me MapQuest directions to this "perfect world" of which you speak?