Doesn't anyone but us in sales listen anymore? This is not about us - it's about the outside world that gives sales a bad name. I mean, really, how hard is it to listen? Or anticipate? Or ask the right questions? Or pay attention? Or act like you even care?
Go into a store and ask if they have something. They direct you to an aisle. They have no idea the size, quantity, style or model that you want or if they even carry it - but if they do, it would be on Aisle 5. You can't find it - well, I guess they're out (or they don't ever stock it). How about helping you look? How about checking the backroom stock or calling another store? How about asking if they can order it for you or if a similar model or different color will work?
Today, I tried to find an over-the-counter product my doctor had prescribed. Went to 5 pharmacies (a couple of them I even called to learn that they did indeed have it) - they all were out. They suggested I try another store. Finally went to the 6th store, and after talking to 2 people learned that the manufacturer had recalled it on Monday. Nobody else knew this?
So many people are in sales that don't even realize it - even if that's not their official title or job description. The fact that they interact with the public places them in sales. The first concept of sales is helping. Clearly there are a lot of people in the workplace who are not interested in helping. That, more than anything else, is why many people think that they are not cut out for sales. I'd have to agree.
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The "best" in any industry, field or profession are salespersons at heart and sell their experience, product or customer service. Titles are irrelevant to the customer.
Here is my story: I go to gas station to purchase bad coffee and a newspaper. The cashier is talking to a man who is showing her what are clearly bootlegged CDs. She looks up and sees me - but doesn't acknowledge my presence. I wait 30 seconds. She continues with the conversation. She kept looking over - like she was saying "How long will this guy wait before he rings out his own purchase?" She finally rings me out as she is pulling out her cell phone to call her sister about her great bootleg CD purchase. But - there is some irony. I'm leaving her store and I see her boss - who is a customer of mine. I mentioned that he may want to review his store's customer service training. He appeared at my office the next day with a newspaper and coffee. Good example of good and bad customer service from the same company.
The disease of "its not my job" or "its not in my job description" is rampant in society today. Surely the first pharmacist could have told you about the recall. Nobody cares anymore. Which is why when you show someone that you care, you are a real standout and people remember you. At least I hope they do!
;)
Lack of the right selection and the proper training..
It's easy. I just look at my clients in the eyes and then try to quiet all the extra voices in my head!
It sounds like you had a hard day. I can certainly relate to unhelpful people when looking for meds. It is nice when you run into someone who actually will help.
I have a client that I met just last week who told me this story.
He lives in California, and has family in Colorado. He wants to buy a home here, will probably rent it out until he ties up his loose ends in California. He said he looked on the internet, and called agents asking information on their listings. I admit he has a lot of questions but theres nothing wrong with that. He happened to call my office and as I was the only one there I proceded to help him, and see exactly what it was he was looking for and to do. To make this story short, he told me of all the realtors he had called I was the only one that made an effort to ask him questions. And believe it or not, the only one who returned his phone calls.
He made came to town on Saturday, and put an offer in. Was excepted and it feels good that I could help him acomplish his goals.
Thanks for listening
Steve,
The people in Radio Shack seem to be different...helpful, attentive and caring. I was shocked. Drugstores are always a problem unless you go to one of the old ones...
Ann
Some of this coiuld easily be related to the corporate animal, what happened to the sense of community when you went to the local pharmacy....... out the door for cvs and walgreens dont care they justcabout the bottom line....makes you appreciate the stores we people care!!!(or at least make pretend)
Steve...
Wow! Six stores before someone realized it had been recalled? Amazing.
Steve.. I can't tell you how many sales people I have run into lately that look at me as if I had two heads. I get the comment "I'll be right back to help you", and they don't. Or I get the "This is not my department"... yet no one else is around. Why couldn't this person go one step further and say, "This is not my department, but let me page someone for you". How long would that take? An extra minute?
Ryan,
A perfect example of two illustrations. The clerk is in sales but oblivious to her role and doing a lousy job of it - I trust she is now being a poor salesperson for someone else. The manager understands the value of customer relations - though maybe not employee oversight - and did what he needed to do to make it up to you. :)
Steve
Betina,
You nailed it. This attitude is so pervasive. It's why I will not go to one major retailer anymore. :)
Steve
Midori,
I think that comes from management who themselves many times have not been properly selected or trained - and they certainly can't measure or lead what they don't know themselves. :)
Steve
That was the value of the old Mom-n-Pop stores. They knew their inventory and their customers and would do all they could to help! Too bad they're all gone.
I agree with all the gripes listed here. Sometimes I'd like to say, "let me show you how it should be done"!
Bridgett,
That helps you focus all right, but how about all the others out there? :)
Steve
Melody,
Not a real productive day in that department. Thanks. Agreed, there are some good people out there - sometimes it's surprising. :)
Steve
Layla,
Fantastic. Excellent story. What a difference it makes when we show an interest and care in our customers. :)
Steve
Ann,
Agreed about the old drug stores - small businesses. Not many left anymore. :)
Steve
Jonathan,
I think you're right to an extent abpout the corporate culture, but management still has a major role to play here. :)
Steve
Richard,
Isn't that the most? Don't people in these stores think anymore? :)
Steve
Valerie,
Maybe they couldn't page anyone for you because they didn't know how or didn't know who to call. :)
Steve
Barbara,
I agree. That was a great time in this country. There's a lot to be said for Walmart, but that's not one of them. :)
Steve
I can actually listen quite easily. I find it easier than talking. Caring isn't a problem, because I can usually identify or empathize. However, "concentrating" can sometimes be a problem :-)
Tony,
Don't you get that feeling sometimes? It really is tempting. :)
Steve
Steve,
No, not many left but when you find one, help them stay in business!!!!
Ann
Myrl,
I'm sure you're doing quite well. Concentrating is just part of listening and staying engaged with the conversation. :)
Steve
Ann,
We definitely need to do that. We all should do our part. Thanks. :)
Steve