scousehonda,
That was really the point I was trying to make!
Iffy stated he asked for a white machine, and obviously the oink he asked wasn't a 'salesman'!
the problem these days, is that staff in shops such as that are only trained to stitch the customer up (as mentioned by Rattle) not how to advise the customer, explain the options, and close the sale!
I fully agree with you that your 2nd option is the way to go, your 1st option is just plain naff, and the way Iffy was treated loses sales at the time, AND probably in the future too!
In closing, your last point.... this is the problem, there are not many places where customer service is the prime consideration... I have recently been told Im not doing my job correctly (parts advisor in a main dealer - sorry ''retailer'') because i try to advise my customers, and rather than upsell ( I class that as upSET! ) sell just what he requires to do the job.
I would rather a customer spends £5 today and keeps coming back as a regular customer, than rip him off for £50, and he never comes back.....
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