Christmas madness continued.
I intend writing a post for real estate agents soon about “how to sell a house”. However it is prudent to continue the story about trying to purchase a Nespresso coffee machine in a retail store.
I mentioned about my experience at Farmers Trading Company in Nelson New Zealand where locally the company was advertising the product on television, however the retail sales person on the floor told me they did not carry stock in Nelson, nor did they offer to get one in. Who runs this outfit?
Anyway I left the store and drove to Noel Leeming appliances in Trafalgar Street, low and behold they had a full range of Nespresso machines and also a demo unit.
Was I in luck? I don’t think so.
Can you believe it? There was no-one in the store who knew anything about the units. They had no idea about how to operate the demo unit and a salesman told me “we will match any price”.
My reaction was “I want the right machine, and I would like to speak with someone who understands and can demonstrate the sample unit”. “Price is NOT the consideration here”.
Next they got someone to get some milk and attempt to make me a coffee. The person admitted they had no experience in using this demo machine.
Needless to say the coffee was undrinkable and naturally no sale.
All this took at least thirty minutes of my time and I was no further advanced in securing a coffee machine.
After all I had seen George Clooney on TV waxing miracle about this product.
Next trip was along to Harvey Norman in Nelson, I was getting used to slack service and people with no training now.
Harvey Norman surprised me, they had a full range of Nespresso machines on display and the advertised prices were much lower than in Noel Leeming.
However there was no demo unit. A young lady by the name of Brooke could sense that I was interested in a Nespresso machine and asked if she could explain about them.
First and foremost she asked why I was looking at Nespresso machine ? A great start as retail people normally never ask these kind of questions.
As the interview unfolded it was obvious to me this young lady had been well trained, she not only asked questions but convinced me that she truly understood these machines and despite the fact i could not see one in action and sample the goods I was sold on the type of machine I needed for the specific purpose I wanted it for. If you missed the earlier post is is here: Christmas madness
No guesses who got the sale here!
Making Major sales at Christmas
Madness in retail goes on all year however it seems to get much worse the closer to the end of December.
I visited Farmers Trading Company a major department store in Nelson New Zealand a few days ago. My intention was the purchase of a small Nespresso machine I had seen advertised on Television the night before. This product looked as though it was great for travel as well as ideal for a small flat.
At this point I was not a 2012 type customer who normally does their research with the help of Google, I had been convinced by the high cost of the television advertisement it could be worth checking out.
Once I found the area where the coffee machines were displayed I could find no sign of Nespresso. When I eventually found a staff member for that area she had no idea whether they were stocked or not. She went off to check with a supervisor and duly arrived back with some bad and astounding news. The Farmers Trading Company had spent thousands advertising on peak time television but the only Farmers Store in this town of 70,000 people did not carry the Nespresso coffee machines.
On my way out I observed more madness, a couple were very interested in purchasing a set of garden furniture, yes a major sale in my book. The sales person showed them the product but displayed no sign of asking for an order. The couple were hot to trot, they asked to buy it.
“Oh but we do not have any”, was the answer the couple received from the sales person. The couple asked if the could buy the floor stock. “But we do not like to sell or floor stock” was the answer from the sales person. After hearing this I called out in a loud voice “A sales is a sale”.
The couple in unison said “we agree” and I then received the dirtiest look from the sales agent. At last the sales agent went off to see what she could do and as far as I could ascertain reluctantly agreed to sell the floor stock.
Why is it so hard to buy? Why is it a company would spend good money on nationwide television and not carry the advertised product in the store?
Well in my opinion it all comes down to training, staff must be properly trained, sales people must be aware of how to treat customers, what motivates them to make a purchase and above all, understand the difference between making a simple sale and making a major sale.
Things get worse in Nelson, wait until you read the next post. Coming soon.
In fact it is right here: More Christmas Madness
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