Prospective Customers

[TMJ]

To all dealers out there, just curious, how much stock do you put into customer appearance?

 

[Spatech_tuo]

To all dealers out there, just curious, how much stock do you put into customer appearance?

Hopefully not much. I see spa owners in their everyday lives and you can't make sense of it sometimes. I've seen many people in mansions who've bought a basic spa and acted like the cost will mean their kids will have to go to community collge now instead of Harvard. I've also seen people in houses that need a TV show to come make it over with a bulldozer who've placed a $9k spa in their backyard. Some are dressed nice and some couldn't get the Salvation Army to accept their second hand clothes, yet each own a spa. For the most part, this is an item of desire not necessity and there is no dress code or shaving requirement.

 

[Alan]

There is a carpet store here in town that lost our business because we stopped on our way home from a softball game in our Dodge Dart (2nd car)  The Salesman ran away from us fast when an older couple in a Benz drove up.  That couple was out the door right behind us so he lost two customers at once.

My old dealer sold his biggest spa with gazebo and all the options to a construction worker working at a site across the street, who on his lunch ,decided it was time for  a spa.

Judging by appearance isn't totally off all the time, but I would say judge on actions more.

 

[TMJ]

The reason I asked is, about  a week ago, we stopped at an RV place to price an RV. We wanted to see all his offerings, an when we asked to see the biggest one, he said he kept it locked, which is fine, but then went on to state "If you had have pulled up in a Mercedes, I would unlock it for you." We had pulled up in our 2001 Ford pickup. Maybe it is just me, but I was fairly insulted. Hubby just laughed and said "Oh well, his loss." I know it is not the same kind of business, but customer service, sales etc...are basically the same, correct?

 

[Alan]

We had pulled up in our 2001 Ford pickup.

A lot of fairly successful ranchers and construction company owners probably drive a similar truck. Big mistake on his part.

I once met a guy in Oklahoma who sold oil rights on his property and he regularly took his coon dogs out of the muddy pen and into the back of his brand new Eldorado.

 

[Brewman]

The reason I asked is, about  a week ago, we stopped at an RV place to price an RV. We wanted to see all his offerings, an when we asked to see the biggest one, he said he kept it locked, which is fine, but then went on to state "If you had have pulled up in a Mercedes, I would unlock it for you." We had pulled up in our 2001 Ford pickup. Maybe it is just me, but I was fairly insulted. Hubby just laughed and said "Oh well, his loss." I know it is not the same kind of business, but customer service, sales etc...are basically the same, correct?

I'd have been insulted as well.  Depending on my mood, I might even contact the business owners and let them know about the treatment.  They might like to know that they are chasing off potential customers.  
And a 2001 vehicle is nothing to be ashamed of!

 

[autoplay]

What kind of reaction/treatment could I expect......if I pulled up in a 75 Pacer,with hair down to my butt?

 

[Spatech_tuo]

What kind of reaction/treatment could I expect......if I pulled up in a 75 Pacer,with hair down to my butt?

2-dr or 4-dr?

 

[Chas]

I once met a guy in Oklahoma who sold oil rights on his property and he regularly took his coon dogs out of the muddy pen and into the back of his brand new Eldorado.

 

[Ruby]

My Uncle is a very rich man, but you wouldn't know it from looking at him.  His hobby is buying and restoring old cars-mostly BMW's, Mercedes and the like.  He does some of the work himself, but brings them to a shop for things he doesn't feel like doing.  He told me  that he never has all the work done at once.  He will bring it in and tell them what he wants done and then tells them he'll bring it back for more work after he "saves up enough".  He says the restoration people have no idea that he has money.  He wants it that way because if they knew he was wealthy, they would charge him more for the work!

 

[HotTubMan]

I have heard of and encountered consumers that dress down on purpose with similair motives. Dont blame them.

I do however find some of the toughest negotiators are well to do. Like my saying goes (Im sure I didnt coin the phrase, but I use it) Rich people don't get rich by spending money.

 

[Chris_H]

I remember when I was younger, I told myself when I got older I was going to buy one of those cool "Truck-cars."  That is what I called it anyway.  Random thought sorry.

 

[stuart]

I'm sure that all of us that have been in the spa industry for any amount of time could tell a story or two about someone that looked indigent yet bought the biggest and most expensive package....I see it all the time.

Besides, in our industry many people in the mid to low income bracket actually purchase spas. You would have to be an idiot to prejudge someone by appearance and/or what they drive.

My Dentist pulled up yesterday in a 10 year old MR2 that looked like a teenagers car!

 

[coloradocrusader]

I agree many people on days off will wear ratty clothes and not bother with appearance you never know someone by what they wear or what they drive. So of course talk to everyone as they have millions to spend!

 

[Alan]

Just curious from a dealer's point of view.  If you have multiple sales guys on the floor do they work on comission?  If so, is it shared in anyway.  How do you decide who gets the next person in the door? Just wondering, I have no sales skills and have never tried. But it would be a huge bite if you spent 3 hours with a guy who walks away, and the next person in spends 20k, and the other guy gets a big commision because it was his turn.

 

[Spatech_tuo]

Just curious from a dealer's point of view.  If you have multiple sales guys on the floor do they work on comission?  If so, is it shared in anyway.  

Where I'm from, they have a very small stipend per day for showing, selling chems, etc. but otherwise work on commision.

How do you decide who gets the next person in the door?

It just goes in turn. Once you wait on someone you go to the back of the line (assuming multiple sales people).

it would be a huge bite if you spent 3 hours with a guy who walks away, and the next person in spends 20k, and the other guy gets a big commision because it was his turn.

Yep. Happens all the time but you just have to believe in the law of averages and make sure everyone is playing fairly.

 

[East_TX_Spa]

I have a very special customer who 4 years ago walked into my store looking like someone kicked her all the way here.  She was very childlike, didn't really understand numbers, but I was nice to her, I treated her like anyone else who comes in here (who isn't a lawyer).  All she wanted to do was buy her Momma a jacuzzi.

Turns out she was a cleaning lady for some of my more well to do customers and they all told her if she wanted a spa, don't talk to anyone but Chris.  She bought her Momma a Sovereign.  Two years later, she buys her sister a Sovereign.  Two months ago, her Momma's neighbor bought a Jetsetter.  Yesterday, she came and sat in my spa at the fair and bought herself a Solana TX.

No way did I ever think she would be such a loyal and valued customer when I first saw her come into my store.  Treat everyone the way you would like to be treated (except for lawyers).

Terminator

 

[Mendocino101]

The reason I asked is, about  a week ago, we stopped at an RV place to price an RV. We wanted to see all his offerings, an when we asked to see the biggest one, he said he kept it locked, which is fine, but then went on to state "If you had have pulled up in a Mercedes, I would unlock it for you." We had pulled up in our 2001 Ford pickup. Maybe it is just me, but I was fairly insulted. Hubby just laughed and said "Oh well, his loss." I know it is not the same kind of business, but customer service, sales etc...are basically the same, correct?

I am sure I might get some heat for this but here goes.....It is totally foolish to judge based on appearance ,any sales pro knows this .....unless the guy was simply totally clueless ..( certainly possible)..I would bet it had more to do with what you may  have said to him(about what you were looking for) than what you look like or what you drive ....not that is any better .....If he asked you some questions and you had given him some answers, since he showed you some homes I would hope fit those answers and IF this other one was far anything you had a real interest in than that might be the real reason. Sometimes I think what appears to be poor serivce is based on what a customer says (just looking, not buying today, killing time, etc) now a sales pro will have selective hearing and weed out the just looking comments and focus in on giving the best demonstration they can with the hope that they might earn your busniess.... Also honesty in sales is a 2 way street (not implying you are not honest)  and I am sure anyone who has sold anything for any reasonable length of time will tell you that, while salesman CAN and SOME do lie very few can match the tales you hear from people who walk in your door....hope this does not offend anyone. but I think others here on this board know what I mean and it is just part of doing business of any kind.

 

[Brookenstein]

I think what I have problems with with salespeople usually is that they direct everything to the man.  Every time I buy a car, I pick it out, I negotiate the price and then they want to make sure my husband 'approves' before they will start the financing or let me buy it.  One time the saleman actually drove 30 miles to my husbands works with me for my husband to look at it for 3 seconds and say 'ok', the sales guy said 'do you want to drive it?' he said 'no, she's a grown up, if she wants it, she can have it'.  After the sale, they sent him a letter thanking him for the sale, not me.  I have a hard time believing if he went to buy a car by himself, the saleman would have driven him to the house to make sure I approved of it.  Or that I would have received a thank you card.

So, just a hint Mendocino... you better not send my husband a thank you note if I buy a spa from you.   ;D

 

[Mendocino101]

well just a note to you Miss Brookenstein,

I have far to much respect for women and appreciate the simple fact that they/you control the purchasing decision for most big ticket items ( research shows this) so for me, I treat both parties the same way and besides most of the time the woman are far prettier anyway .....