How on earth can this happen? Opra Winfrey calls it a Racist moment, however I call it nothing out of the ordinary in business today. Sales people in retail are struggling all over the world.
This woman working as a sales person in a Zurich high end store walked away from a major sale.
For once this sales loss became world news. A ridiculously high cost hand bag, no doubt covered in glitter. The woman would not show it to Opra and indicated it was out of her price range. Unfortunately Opra sees it as a racist comment but this is standard practice in many stores world wide.
Sales people for some reason just make too many assumptions, they judge customers by appearance, possibly look at their race but generally these sales people have had no sales training and have never attended Sales Classes or have ever had the chance to attend a sales course of any kind. They may understand features of their products but have very little understanding on what their customers wish to buy. Unless they ask their customer questions how can they expect to sell high value product?
This episode in Switzerland is nothing unusual, people who sell high ticket items, especially in retail have no sales training, there Sales Manager (if they have one) has usually had no Sales Managers Training either.
Can you just imagine how this sales person in Switzerland must have felt after all this publicity? It is easy to criticize her but it is not her fault. I can guarantee she does not know the difference in sales skills between making a high value sale as opposed to a simple sale.Continue reading