Decision and Procrastination

Jacques in the floor covering store example who from the store would work with the low probability prospects?

Quote:

Originally Posted by Marcus

Jacques in the floor covering store example who from the store would work with the low probability prospects?

The responses by the high-probability salesman seemed to run counter to the idea of creating a positive customer experience. The customer's assessment of the salesman was, "Not very knowledgeable." Is this a by-product of HPS in a retail environment?

Quote:

Originally Posted by Houston

The responses by the high-probability salesman seemed to run counter to the idea of creating a positive customer experience. The customer's assessment of the salesman was, "Not very knowledgeable." Is this a by-product of HPS in a retail environment?

The article clearly states that person that you referred to as the "customer," was the reporter who wrote the article. The saleman sensed that she was a phony.

The salesman in the article was the top salesperson in a very big, very busy, high-end retail store in New York City. Most of the people he spends time with are repeat customers and referrals.

Do you really think that many shoppers have that kind of reaction to him?

Quote:

Originally Posted by JacquesWerth

The article clearly states that person that you referred to as the "customer," was the reporter who wrote the article. The saleman sensed that she was a phony.

The salesman in the article was the top salesperson in a very big, very busy, high-end retail store in New York City. Most of the people he spends time with are repeat customers and referrals.

Do you really think that many shoppers have that kind of reaction to him?

As far as the salesman knew the "reporter" was a customer and treated her as such. I have no reason to conclude that the salesman wasn't treating every low-probability customer he encountered the same way.

My point is that treating customers like that seemed to run counter to the idea of creating a positive customer experience.

Another point is that many consumers have often complained that some salespeople won't give you the time of day unless they think you're a buyer and the salesman in your story in my opinion fits that description.

Quote:

Originally Posted by Houston

As far as the salesman knew the "reporter" was a customer and treated her as such. I have no reason to conclude that the salesman wasn't treating every low-probability customer he encountered the same way.

My point is that treating customers like that seemed to run counter to the idea of creating a positive customer experience.

Another point is that many consumers have often complained that some salespeople won't give you the time of day unless they think you're a buyer and the salesman in your story in my opinion fits that description.

It is not my story; it is a story about me and some salespeople that we observed and interacted with.
I was in that store in New York and I saw how he treated other customers and prospects.

However, eight years later, and 1000 miles away, you are sure that you know how he treats every low probability prospect.

It seems that you really need to be right about that.

Quote:

Originally Posted by JacquesWerth

It is not my story; it is a story about me and some salespeople that we observed and interacted with.
I was in that store in New York and I saw how he treated other customers and prospects.

However, eight years later, and 1000 miles away, you are sure that you know how he treats every low probability prospect.

It seems that you really need to be right about that.

I don't need to be right. I read the story and gave my opinion. In your opinion how should a high-probability salesman in a retail environment handle shoppers who have no sense of what they want or are buyers down the road but want information today?

Quote:

Originally Posted by Houston

In your opinion how should a high-probability salesman in a retail environment handle shoppers who have no sense of what they want or are buyers down the road but want information today?

The high probability salesperson probably wouldn't want to work with those kinds of buyers but then who from the store would work with the low probability prospects? Would you pass these on to a junior salesman?

Quote:

Originally Posted by Marcus

The high probability salesperson probably wouldn't want to work with those kinds of buyers but then who from the store would work with the low probability prospects? Would you pass these on to a junior salesman?

You do exactly what the salesperson in the article did.
He suggested that the low probability prospect look at the racks of carpet samples. If she saw something she liked, then she should discuss it with one of the salespeople. He also showed her a rack of literature that she could take home with her.

Most salespeople can not get their minds around the fact that it seldom pays to attempt to convert a low probability prospect into a high probability prospect. You do not get paid for “educating” prospects. About 95% of the people who buy, that were educated by a salesperson, buy from a different salesperson. In a retail environment, she will most likely buy at a different store.

Most people buy in their own time for their own reasons, not because you “helped” them to buy. In the example above, if the person was really in the market for a new carpet, she would most likely visit one or two other stores and then come back to this one.

Before you argue that from a salesperson's perspective, think it through from the prospect's point of view.

Quote:

Originally Posted by JacquesWerth

Most people buy in their own time for their own reasons, not because you “helped” them to buy. In the example above, if the person was really in the market for a new carpet, she would most likely visit one or two other stores and then come back to this one.

IMO if a shopper had a negative customer experience at the store the chances are good that unless there was an overiding factor involved they will not be coming back. The 'help' and 'education' has to come from somewhere.

Quote:

Originally Posted by Houston

IMO if a shopper had a negative customer experience at the store the chances are good that unless there was an overiding factor involved they will not be coming back. The 'help' and 'education' has to come from somewhere.

I agree.
Is it possible that your perception of "a negative customer experience" might not be the same as many other people.

Example:
A couple of years ago, on a Saturday, my wife and I went to Sears to look at large screen HD TVs. We were not ready to buy, yet. Their TV department was very busy and it was difficult to get a salesperson's attention. When we finally did, my wife asked, "Which is better, plazma or LCD?"

The salesman gave us a printed folder which explained the differences between the various types of systems and immediately went to talk to another prospect.

From there, we went to a high-end audio/visual electronics specialty dealer. That salesperson was very accommodating and seemed much more knowledgeable. He went into detail about the various choices and asked us a lot of qualifying questions. But, we still weren't ready to buy. We wanted to search the Web to see how independent sources rated the set that he recommended.

A week later, we went back to Sears and bought the TV that the high-end dealer recommended. But, not from the same Sears salesperson that we saw the first time. He was too busy writing up another customer's order.

That is what most often happens with low probability prospects, and there are sound psychological reasons for it.

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