HELOISE: Making a sale? What’s expected

Dear Readers: Oh my, the column about furniture shopping and commissioned salespeople got quite a response! The question was how salespeople and customers should interact.

Read on to see how customers feel about salespeople assisting them from the moment they walk in the door:

Debbie says: “I want the salesperson to be available, but at a distance. I need time to look and consider things on my own.”

Another reader says: “I expect to be greeted and directed to what I want to see. They should then leave and tell you where they can be found.”

Sue says: “I appreciate help, if I ask for it. I don’t care for a hard-sell salesperson.”

Daisy says, “I find the most helpful and least intrusive salespeople are those who greet me, offer their assistance and allow me to browse the store freely.”

Laura says: “I do not like to be pressured. Give me your business card when I enter, greet me nicely, and I will find you when I am ready!”

And now for the salespeople’s responses. We asked them for their sales strategies and what they expect from consumers. Most salespeople, especially those for big-ticket items such as furniture, are trained and expected to greet the customer at the door. And then?

Rozanne says that she tells the customer her name, and that she will be around if needed. She mixes between several customers at a time. She also gives all the pertinent information about the item of interest, and allows the customer to touch the product.

Kathy says, “Some may perceive our assistance as being pushy, but we can actually save the customer time because we know the inventory and what is available through ordering.”

Lisa says: “I love interacting on a personal level with my customers. In this age of online shopping, we need to cherish and nurture the art of personal communication.”

J.R. says: “We spend a lot of time training on product knowledge. If a customer comes in with a preconceived notion that salespeople are pushy, it ruins my ability to help them make a good buying decision based on their needs.”

Ron says, “I simply greet customers, ask if they are looking for a specific piece and, if they are not, let them browse, letting them know I am available to answer questions.”

A.V. says: “I learned from my dad, who is a salesman, that being friendly and polite is more important than getting the sale. Interestingly enough, they seem to go hand in hand.”

Thank you, everybody, for all your feedback.

Heloise

P.S.: There are always two sides to an issue, and sometimes three! Your input, readers? What about a department store, clothing or art store?

Send a money-saving or timesaving hint to Heloise, P.O. Box 795000, San Antonio, TX 78279-5000, fax it to 210-HELOISE or e-mail it to Heloise@Heloise.com.

King Features Syndicate