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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