Hot Tub Forum
Original => Hot Tub Forum => Topic started by: J._McD on March 08, 2006, 02:55:37 pm
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Show shoppers that are lurking in the background, this is a good time to be shopping for a Hot Tub. Home Shows, Pool and Spa Shows are great places to shop and buy Hot Tubs.
As you may have read in recent threads here, there are some irritating questions that are commonly asked to seasoned veterans that sometimes will trigger unexpected responses. This would be a good time to think about getting the most out of Show Shopping.
What are some of the first things that you want to know in the first 5 minutes when talking to a reptresentative?
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What are some of the first things that you want to know in the first 5 minutes when talking to a reptresentative?
"Where's your spa made?"
"Is your spa chemical-free?"
"Why does your hat say Marquis and your shirt say Dimension One?" :)
Terminator
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Can't I get one from (insert big box store name here) for less money....Isn't it just a big tub with a water heater.. how complicated can it be?
Can you put in 60 jets? My neighbor has 50 jets in his tub and I want to make sure one I get is better!!
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"Where did you get those nachos?"
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Support This is a great site for info. I bought based on what I read on this web site. Not just the forum. The forum is a free for all. But this site was a usefull tool in my buying decision. I'm sure it saved mucho grandee. You just need to filter threw the graff.
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Well I recently purchased a tub and came on here to get an opinion of someone in the know. I guess my first questions were
*Why is your tub 2-3k more than the ones on ebay?
*How does your warranty compare to others?
*How long will it last?
If it were not for this forum I would have made a big mistake and bought online. My final decision was based on the warranty/support.
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The first question I always ask is "Why is there a skum line around the tub" answer...Because dumb people with hand cream on keep putting their hands in the water.
And the second is "Do you know where the bathroom is" answer..... over there behind the majic brooms
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"Mr. Hot Tub salesman, my wife and I have sat in hot tubs at hotels and resorts, but we've never owned a tub before and know very little about them except that we might enjoy having one. What can you tell us that would help us decide?"
How you respond will set the tone for all our future dealings, if there are any.
If you respond with how bad all the other tubs are followed by how great your tub is you must be a Thermospa salesman.
If you ask questions about what we want to get out of owning a tub then you are on the right track.
If you ask what our concerns are and you tell us the pros and cons (nothing is perfect), you are making progress.
If you tell us what we should look for in a good tub without mentioning any specific brands, we are making progress.
When you are sure we know enough to make an informed decision and recognize the merits of your tub, you can show us your product.
While we are looking for a tub that fits our needs we can talk price.
This might take 30 minutes or 30 days. If you try to rush me, I’ll have to wonder why.
Finally, if you tell me that a price you will sell a tub for today might not be available in an hour or a day, I will be gone for sure.
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Fantastic response Snowbird!
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Some may not like this response, but if I'm gonna spend $15,000.00 - $20,000.00 worth of booth space at a home show, you better damn well believe I'm gonna try to get your business at the show. And maybe this price IS only good through the end of the show. As a customer you ask why? There are 50 reasons why, (Dealers will agree), but all that matters is cause I said so and if you don't like it then piss off. If your the hot shot customer that says I get what ever price I want when I want it, then go jerk off some other dealer. I don't have the patience for you. If you just want to look at a product that you know your not going to purchase at a show, then look, but don't take up all my time. I have all the time in the world at the showroom. I will be happy to explain the theory of evolution for christ sakes, just not at a home show..... More to come, have a customer that I have to tend to.... >:( ;) :)
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all that matters is cause I said so and if you don't like it then piss off... go jerk off some other dealer. I don't have the patience for you...I will be happy to explain the theory of evolution for christ sakes, just not at a home show
class act...NOT ::)...why would you show such contempt for a potential customer. Not everyone can afford to jump in with both feet before testing the water.
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Steve, I think most agree that a home show is where the customers that have been waiting all winter and have got their tax return, EXPECT a good deal that will make them pull the trigger. There waiting for the "show" which ever it is. We have RV shows, boat shows, home shows, garden shows, all with good deals to be had. It instills excitment. These dealers put out a lot of effort. Have you ever seen a garden show in the winter and all the displays that they work hard to show their talent? My neighbor is a boat dealer and he goes to a huge amount of work and money for his winter show. He sells about 10 boats a show. It takes him two months to move that many.
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More to come, have a customer that I have to tend to.... >:( ;) :)
You don't need to say anymore. You've told me all I need to know about how you do business.
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You don't need to say anymore. You've told me all I need to know about how you do business.
I guess nobody got the scarcasm.. Hence the angry, wink, smiley face... Thats what the icons are for. Lighten up folks.
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HEY! I own some magic brooms!
The first question I always ask is "Why is there a skum line around the tub" answer...Because dumb people with hand cream on keep putting their hands in the water.
And the second is "Do you know where the bathroom is" answer..... over there behind the majic brooms
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When you are sure we know enough to make an informed decision and recognize the merits of your tub, you can show us your product.
How will you know the merits of my tub BEFORE I show you my tub?
[quote/]While we are looking for a tub that fits our needs we can talk price.
This might take 30 minutes or 30 days. If you try to rush me, I’ll have to wonder why.[/quote]
Ummm, because I don't get paid unless you buy a spa.
[/quote]Finally, if you tell me that a price you will sell a tub for today might not be available in an hour or a day, I will be gone for sure.
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Well, if you are looking for the best deal (which EVERY spa shopper is) you are going to get that deal on a demo, if the demo is sold, while you are going to "be back" adios deal.
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I guess nobody got the scarcasm.. Hence the angry, wink, smiley face... Thats what the icons are for. Lighten up folks.
pkud You are so correct with your sarcasm. The response you made is how some dealers come across to customers . In another post someone said maybe the be-back bus will pull up to your store after the show and you will sell then. If dealers conduct themselves as you jokingly put in this post you will guarantee the be back bus wont show up.
The money you guys spend to be at a home show is huge and the dealers and their employees should do everything to make the customer feel like you have interest in them, and you should have. Get as many leads as possible, ask for the sale... after you have given the customer the info he needs about your product, if he won't buy now follow up, I bet you would be the only dealer that follows up with potential customers, and you will have a much better chance to sell them when they buy. The salespeople that are there for the few days of the show and then gone, sure won't follow up. You won't win all the time but with some effort you will get a good share.
I have been a 100% commission sales person (2 yrs) and now 100% commission sales mgr for 23 yrs working WITH 7 sales people that do not work FOR me, we work together. If you answer questions that the customer asks and then asks non confrontational questions you will win many more customers in today's sales process. Until you answer the customers questions you have not earned the right to ask a question. The process of answering a question with a question is so 80's-90's and looses your creditability very quick. It is 2006 and the customers have many more choices and info at there fingertips. If a customer asks where your product is built simply answer the question and then give a benefit to that place. It may be built in Widget USA and let the customer know why. Widget is close to suppliers, or space is a better value there, or some logical reason why that location was chosen by the parent company, because I'm sure there is a reason why Widget USA was chosen by the company. Then just move on and answer thier other questions and give logical reasons for your answer. Ask questions that pertain to a customers reasons for buying. Some customers try to be bad a$$'s from the start but will soften quick when they find out you won't argue or bash others. Some will be a$$'s all the way through but those are the 10%ers move on from then and don't let there attitude ruin your chance with the 90%ers taht want to buy. Any customer question deserves to be answered. Every customer deserves a good presentation and that is your best tool for a sale. Some questions may be a test to see your response, don't let your tongue and a poor attitude remove your chance to win the sale. I learn new things everyday and went to a 3 day sales training from a person half my age in Nov 05 and was amazed how much I picked up from that investment of my time. This has gotten long and I apologize. Good luck to all and remember sales is a state of mind that is controlled by attitude.
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Thank you Jismo, for seeing the post for what it is... Be direct with your answers. Spend the time necessary. Get the lead of persons not ready to make the commitment. Follow up, and your numbers will flourish. To snowbird and ssbraun, sorry that that post came off as it did. I can understand your response if that was how I or anyone else actually was. I have a respected business carrying the same product since 1988. I haven't come this far acting as a jackass, I just portray one on the internet. ;D
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pkud...If that was truly meant as a joke, I did in fact miss it. This is me lightening up :)!
Group hug ...
Steve
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pkud...If that was truly meant as a joke, I did in fact miss it. This is me lightening up :)!
Group hug ...
Steve
:-*
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:-*
er...let's stick to the hug...that lipstick is just too much ;)
S
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er...let's stick to the hug...that lipstick is just too much ;)
S
All right, I'll man it up... 8)
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jsimo7, AWESOME POST!
The oringial question: top 5 things I want to know:
1) Can I tell if you are going to be honest with me?
2) Are you going to condescend to me if I am new to spas, and trying to learn?
3) Are you going to answer my questions directly, rather than leading my questions to some other topic YOU'D rather discuss? And if you think I'm asking the wrong questions, EXPLAIN THINGS TO ME!!!! If I ask "How many jets/pumps/etc does this spa have?", DO NOT SAY "Well, how many are you looking for?" AHHHHHHHHH! Say, well this one has #, but may I suggest that you not fucus so much on the number of jets in any given spa, but instead.....and then explain however you do about why not to focus on a number.
4) Are you going to push me to buy a spa RIGHT NOW or are you going to respect my need as a consumer to make a well-thought out, informed decision? I understand as a consumer that whatever great deal on a floor model you are offering may not last, but DONT use that to push me.
5) When you tell me about the merits of your tub, are you going to do so by just explaining how glorious your tub is, or by comparing it to another brand? Tacky, tacky, tacky.
So let me ask a question, too: what sort of consumer is more likely to be at a show? (and I really dont know)
a) someone ready to buy, knows what they want, has wet tested and is just there to get a good deal sice it is a "show"
or
b)someone just starting to shop, using the show as a way to see a bunch of spas and dealers at once, who does not know about wet testing, etc.
I'm guessing the answer is b. If I am right, how the h@!! do you expect to sell many spas that day? Arent you better off establishing a good relationship wth someone who will learn a lot and come back to your showroom since you were the best dealer at the show? Maybe you tell them that if they come back to the showroom within x number days, your honor the "show price"?
I get it that having a booth at these events is pricey, but I dont get how you can sell that many tubs in that environment. Granted, I avoid events like that like the plague.
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Anne
I like your answer. I 've been mulling over the J_McD original question, and think you hit the nail on the head. When I go to these shows, I'm looking for info, trying to see who has what, get ideas, leads and futiure contacts when I want to buy. The first thing, despite what I say or ask, I'm looking at the vendor and ultimately want to know
1) Is he honest? Or just trying to sell me?
2) Does he have the product I want? Am I getting good useful information that will help me decide, or just a pitch?
3) Do I like this person? Do I want to do business with them?
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Thanks anne .. it got longer than I wanted it to be and I know many won't read something that long. The main point is, the salesperson will set the tone for the presentation. The customer may try to throw us off but if we use accurate info, in a polite manner, and treat each person with respect, even when we don't get it in return right away, you will watch people's trust grow very quick. It will set you apart from the average salesperson.
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Good response, Anne. A lot of the things you touched on was what I was thinking-just didn't have time to write. Just to elaborate a little bit though...
When I started thinking that I wanted a tub, I obviously knew NOTHING about them. What I did know was that I was hurting from my accident, I would probably be getting a settlement eventually and I wanted to put that settlement towards something that would help future permanant residule(sp) pain from my accident ie. arthritis or whatever.
My neighbors invited me to go to the home show with them, and I thought why not, I'll check out Hot Tubs.
Like most other first time shoppers, I figured about 4-5k.
I don't remember exactly what my questions to the dealers were, but I'm sure to them they were stupid. I know "how much?" was one of them. "What do I look for in a good tub" was another. I remember the first booth that I went to, don't remember the brand, but it was a tub that was shown with the sides off and it had reflective sheets of insulation. I remember the kid there said whatever I do, don't buy from the snake "over there" selling Master.
I left that booth and walked around and gathered info on all the spas at the show. There were some pretty fancy, smancy tubs there. I didn't know you could get stereos and TV's and lights-it was all new to me. It was overwhelming to me, first the sticker shock then the sales people who came on very strong if I stopped to look at their wares.
Then I focused elsewhere... Came across Tempurpedic beds, King sized, adjustable w/massager...laid on it ahhhh...
me:"how much is this?"
sales guy: 2500 if you take this one and take delivery tonight, last day of the show, only an hour left and I don't want to take it with me. We thought we had it sold, but it fell through".
me: "give me a minute, I need to call my husband"
To make a long story short-got the bed-not without screw-ups, but got a brand new bed a few days later with lots of stuff thrown in because of the screw-ups.
Anywhoo-back to tubs. That was my first exposure to hot tubs and because of the high pressure of the sales people, I put the tub on the back burner for a while. When I was ready to look again, I had a more realistic idea of price and started doing research online, asking questions of people who owned tubs etc. I got into a conversation with a customer of mine and that's when I first heard of Marquis. I thought at first that they were an off brand because I hadn't heard of them-they weren't at the show. The more I researched the more interested I got. We got our tub about a year after that first encounter at the show.
So I guess what I wanted to say is, just because you don't sell at the show, doesn't mean you won't get the sale. Be patient, don't come on too strong, and be there to educate, not to sell. They'll come back when they're ready.
BTW-we LOVE the bed.
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A salesperson has to be a likeable person, especially in today's shopping environment. The old days of fast talking, high pressure sales is gone. If the customer does not like you, if you misrepresent yourself or your competition, if you do not establish trust, the shopper will not buy from you. Especially the under 60 crowd.
That's one of the points that were covered extensively in a couple of consumer trends seminars I recently attended and a position with which I concur.
Terminator
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Ann, very good post, you pose some very intelligent questions and they are certainly consumer oriented.
Actually, I believe the answer to be C: people who came to the home show for some other non-specific reason, walks by your display, see the Hot Tubs they hear so much about and would certainly desire to have one. They enter the display and the questions will begin.
You see, we know nothing about the person asking the questions, and as you have noted in these threads, salespeople are interested in only the potential buyer. This is where the "rub" starts. We try to sort them out with greeters who will determine where they live (apartments and condo's ?? = no sale unless they are moving), what their interests are and then they are introduced to the owner and a salesperson will take over. Generally speaking, showgoers are seperated into 4 categories D L S B, Dreamers (that is what made america) Lookers, that is where we plant the seed, Shoppers, this is where we go to work, and Buyers.
Some display will give them yellow, red or green ballons.
Our greeters will give everyone a brochure ($1.25 each and not likely to be given out freely by most selling displays, we will go through 500 or more in a show, what's the word, ka-ching) representing our products and see that their questions are answered.
Who know's we may fulfill their dreams or plant a seed that developes into a sale in the future. Our main focus would be with the shoppers and the buyers. These are determined by those who are looking see what is here and others who identify themselves as looking to buy.
Your question, "can I tell if you are going to be honest with me?" That is a really good question, and the women have a very good sense about this, call it intuition, but there are times you just don't know.
How would you or others evaluate that issues?
In many ways a show is like the roulette wheel that spins and and stops on 1 number and you get paid. Sometimes your number comes up, but more often than not, you just spill your candy and tell them all you know, give them a couple dollars of marketing materials, encourage them to come back (those are "be backs") and that dosent happen often although their intent is sincere, because when they hit overload and know moer than when they started, everthing they looked at melts together and they buy from the silver tounged salesperson that offers them such an unbelievable deal.
When we follow up after the show, we do find a lot that bought and we ask what we could have done different, to which they tell us how nice we are, BUT the great bargain they got because the "closer" told them the salesperson quoted the wrong price, but he will honor it, but only right now before you leave.
There are a thousand stories about closing. Most people think they will see it coming, but they don't. $42,000,000 in unpaid consumer rebate money proves that point, but that is another story.
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Some display will give them yellow, red or green ballons.
I like that. Kind of like tagging the customers so the sales folks can quickly see who's been identified as imediate sale, looking or bonehead.
I've got to pay more attention to the color of the balloons vendors give me this weekend. What color do you pass out to Pain in the butts? Brown?
Why do they always give me a brown balloon?
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.................Then I focused elsewhere... Came across Tempurpedic beds, King sized, adjustable w/massager...laid on it ahhhh...
me:"how much is this?"
sales guy: 2500 if you take this one and take delivery tonight, last day of the show, only an hour left and I don't want to take it with me. We thought we had it sold, but it fell through".
me: "give me a minute, I need to call my husband"
To make a long story short-got the bed-not without screw-ups, but got a brand new bed a few days later with lots of stuff thrown in because of the screw-ups.
BTW-we LOVE the bed.
Ruby, this is a great post, and no offense intended, but this is a classical close, "the floor model close". What is more classical are the screw ups and appologies that get you a brand new one instead of taking the one he sold to 50 other people.
The excitement of opportunity and the emotion of greed in reverse, the savings.
Now that is my competitor, he took a Hot Tub shopper out of the market and he knew how to do it.
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I think that because I tend to obsess over big purchases, I try to be as well educated as possible before I even go to a home show. You can be pressured and swayed by a real good sales pitch, but ultimately it is your signature that goes on that check. And if you are ready to do it on the spot to get the once in a life time deal, and you haven't done your homework, then the old saying BUYER BEWARE applies. If I can go back to the very first thing that I remember about this forum...if your tub is a good fit, if it is in your right price range and if you are happy (the price, the brand,the dealer) then that is all that you need. Getting support and help on here is an added bonus. At some point every one of us has a question (stupid or redundant or whatever). My idea of this forum is that it helps you to live with and enjoy the choice that you made, IT shouldn't ever make you feel bad or regret your choice. Only you have that right :-/ If I made a poor choice , I would have no problem letting everyone know not to make the same mistake. But if I am satisfied, then let me be satisfied.
:)
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A salesperson has to be a likeable person, especially in today's shopping environment. The old days of fast talking, high pressure sales is gone. If the customer does not like you, if you misrepresent yourself or your competition, if you do not establish trust, the shopper will not buy from you. Especially the under 60 crowd.
Term,
There not gone yet. I do see the consumer you refer to above, they are our lifeblood. But the sucker born every minute is not gone. The largest dealer here in my area(as far as units sold) is a fast talking, high pressure, snake oil salesman. When talking to other dealers you find out that we all get complaints from consumers about how they treat potential buyers, yet they continue to sell a ton of spas. ???
I don't know how to be the salesman these people respond to, nor do I want to be. I'll just try to be the honest, forthright, relationship building, empathetic, likeable sales guy and see how it goes. ;D
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This week there is a Home & Garden Show at the Convention Center in Pittsburgh. I have some serious landscaping problems that I have do idea how to fix. I could take 10 days and put 50 or 100 miles on my car or spend hours on the phone contacting individual contractors and be no further ahead.
But here are all those contractors in one spot too. Tomorrow $10 gets me in to learn a lot in one afternoon. And the contractors get all those potential customers in one spot. Isn't that their goal? It is their time to shine and my time to learn.
I intend to walk around and see what's available. Maybe stop and listen in as they answer other people's questions. I will look at their displays and learn something. When I have some general idea of what is available, I will find the contractors who seem be able to do what I have in mind and talk to them. Their expertise can lead me where I need to go.
One thing for sure, I will spend no money tomorrow. In fact, this project won't get started until next summer or later. But I have to know what the options are and get a ballpark figure on cost then budget my time and money to get the job done.
If I run into a contractor who seems impatient wth me, or is pushy or seems unprofessional, I will never go back to him - not tomrrow, not next week and not next year. If he wants to be considered for the work, he is going to have to deal with my ignorance. Some might feel this is a waste of their time, but that is the only way they can get my business. If he can't be respectful of my needs now before he has my money, will he be any different after he gets my money and I need warranty work?
Here is an example. In 2001 I went to a home show and looked at spas. I talked to the local Thermospa manager and I told him up front I wouldn't be buying for a while.
He was very friendly, didn't rush me, answered all my questions and even gave me a video. We never talked price because I knew it would change by the time I was ready to buy. I kept that tape handy because I knew I would eventually buy a spa.
In 2005 when we were ready, I dug out that video and watched it for the 5th or 6th time. He was the 1st dealer I called and if it had been the same person that came to my home, I might be sitting in a T-spa today. Too bad their price tactics and his saleman blew it for him.
The point is that he treated me fairly and honestly and I remembered him and gave him first shot. He spent a little time (about 15 minutes at the show) with me as an investment in the future.
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Ruby, this is a great post, and no offense intended, but this is a classical close, "the floor model close". What is more classical are the screw ups and appologies that get you a brand new one instead of taking the one he sold to 50 other people.
The excitement of opportunity and the emotion of greed in reverse, the savings.
Now that is my competitor, he took a Hot Tub shopper out of the market and he knew how to do it.
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Ok-so I still don't know how to do quotes but...
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JMcD,
No offense taken. I agree and disagree with you.
I agree because, yes, I was an impulsive buyer that day. BUT, a new bed was also on our want list as our cheap box spring and matteress were over 15 years old and we had both been complaining about it for a while. Shopping for a bed is easy. There isn't that much to learn about a bed. Your choices are few 1.) Conventional either soft or firm, 2.) Waterbed (been there, in fact, I used to sell them) 3.) Sleep Number or 4.) Memory foam. The fact that tempurpedic had a 120 day trial period was good because, let's face it, until you sleep on it, how do you really know if it's comfortable? We had the $ in the bank (tax return). The price was right, so I bought it. There's not much that's gonna go wrong with a bed. Yeah, the "classical screw-ups" sucked at the time but I feel it worked out to my favor. I received a lot of extras besides getting brand new vs. demo that weren't in the original deal. (didn't even get a ducky with my tub!)
If you want to think of him as a competitor, that's your choice but...I disagree because 1.) I didn't go there to buy a tub, I went there to learn about them 2.) He didn't take a Hot Tub Shopper out of the market-I still bought one-when I was ready and when I had the funds in hand. If anything took me out of the market that day, it was the high pressure SPA SALES PEOPLE that wore me down. 3.) Even if a spa was offered to me for 2500.00 that day, I still wouldn't have bought one because I didn't know enough about them yet. I do research on anything that "runs". I check repair history mostly and get an idea of the cost of future repairs after the warrenty period.
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Ruby, this is a great post, and no offense intended, but this is a classical close, "the floor model close". What is more classical are the screw ups and appologies that get you a brand new one instead of taking the one he sold to 50 other people.
The excitement of opportunity and the emotion of greed in reverse, the savings.
Now that is my competitor, he took a Hot Tub shopper out of the market and he knew how to do it.
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Ok-so I still don't know how to do quotes but...
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JMcD,
No offense taken. I agree and disagree with you.
I agree because, yes, I was an impulsive buyer that day. BUT, a new bed was also on our want list as our cheap box spring and matteress were over 15 years old and we had both been complaining about it for a while. Shopping for a bed is easy. There isn't that much to learn about a bed. Your choices are few 1.) Conventional either soft or firm, 2.) Waterbed (been there, in fact, I used to sell them) 3.) Sleep Number or 4.) Memory foam. The fact that tempurpedic had a 120 day trial period was good because, let's face it, until you sleep on it, how do you really know if it's comfortable? We had the $ in the bank (tax return). The price was right, so I bought it. There's not much that's gonna go wrong with a bed. Yeah, the "classical screw-ups" sucked at the time but I feel it worked out to my favor. I received a lot of extras besides getting brand new vs. demo that weren't in the original deal. (didn't even get a ducky with my tub!)
If you want to think of him as a competitor, that's your choice but...I disagree because 1.) I didn't go there to buy a tub, I went there to learn about them 2.) He didn't take a Hot Tub Shopper out of the market-I still bought one-when I was ready and when I had the funds in hand. If anything took me out of the market that day, it was the high pressure SPA SALES PEOPLE that wore me down. 3.) Even if a spa was offered to me for 2500.00 that day, I still wouldn't have bought one because I didn't know enough about them yet. I do research on anything that "runs". I check repair history mostly and get an idea of the cost of future repairs after the warrenty period.
Very good points ruby. It makes sense. :)