Hmmmm

Today I did two more shops. I am suppose to wait for the clerk to make suggestions...at both shops, the clerk just stared at me, waiting for ME to say something. I was suppose to let them suggest another option or end the conversation...but THEY WOULDN'T ...lol Is this the way it sometimes goes? They were very friendly, nice people but I guess they didn't get my script

So do you just let them stare at you or can you end it? I made a choice to end it since it was feeling a bit weird.

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That's the way it OFTEN goes, and that's one of the reasons shoppers are needed. =D

Unfortunately I find that most of the time, the employees don't read the script! It would make things so easy if they would just do what they should!

I actually have a lot of questions..lol Does anyone live in the Austin area that would be willing to go to lunch and discuss. I'm not trying to step on toes or take shops. But my newbie shops probably aren't the ones you are shopping anyway. If you know of anyone or if you are someone, please contact me. Thanks!

leeanna, instead of just looking for someone in your area, take advantage of the dozens of shoppers here who have years and years of experience. There probably is not a single shop that someone has not done at some time. Besides, that's what we are here for, to listen and share our experiences

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.

I am LisaSTL, and I appreciate all of you! I just thought if I could sit and pick someone's brain for an hour in person it might help. I am definitely learning a ton from all of you

You should consider going to one of the conferences. LOTs of networking there. In Chicago I invited two new shoppers to lunch with me (and another veteran) and they just shot questions at us for the whole lunch and we peppered them with information they might be able to use.

Liz

I did a job and literally had to pry info. out of the Salesman...I kept waiting for him to give me info., but he was tongue tied, didn't even know about the ad that brought me in, I finally got him to talk at the end, so,
had something to write about. This is frustrating to say the least, but part of it, we have to think on our feet.

Live consciously....

Lets take it a step further. How do you handle the awkwardness of the silence. Suggestion on how to keep the shop going and handle the silence when the just look at you. I think the employees are so use to having customers guide the conversation when they are "tested" they dont know how to react.

You don't. Bottom line, we are not supposed to lead the sales conversation and our job is not to assist them in doing their job. The awkward silence is the worst. Unless the guidelines specifically state certain questions need to be asked or prompts provided, the best thing to do is wait long enough to give them the opportunity to do what they are supposed to do and then move on.

Thats how it normally goes but feels weird just walking away knowing I need to hear more information.

ffriesell,
That is exactly why the client needs to retrain that salesperson! You have done your job by discovering and reporting that problem.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.

You've already got the best out in your subject. Just stand there looking pensive and quizzical and keep repeating "hmmm, hmmmmmm, hmmmmmmmm" as though you're thinking. No one cares if you look a bit odd doing it. Lots of real customers are way more odd with weird facial expressions, etc.

If that doesn't trigger anything further from the employee, just say "OK" and walk away.

I can't believe how much this happens! I have had some great and knowledgeable sales people lately but when it comes down to it, they just stare and wait. I'm actually seeing a bit of humor in it now but it still gets uncomfortable. Also, it's really hard when they give you bogus info that you KNOW is not true or not a good reason anyway for picking one product over another but you just have to stand there buying the bs they dish out. I'm starting to have a bit of fun with this...finally! AND, I have had two companies that sent me checks within two weeks...kind of nice!

I had a shop for an ultra-luxury automobile. I parked my Toyota a block away and walked to the dealership. I thought I'd dressed the part [leather shoes, khakis, polo shirt & sport coat]. I started looking at the selected vehicle [$100,000]. The salesman tried to sell me a used model [returned at end of lease]. I explained that I was receiving a nice inheritance and wanted a new model. He still kept directing me to the used models.

I wrote the report as it happened.

"To be persuasive we must be believable; to be believable we must be credible; to be credible we must be truthful." Edward R. Murrow

Thou shalt not steal. I mean defensively. On offense, indeed thou shall steal and thou must.--Branch Rickey

You would be amazed at how many times that happens as well. I never thought it possible to find so many sales associates that like to talk themselves out of sales. Just this week I shopped sofas. In both cases my mind was made up quickly and for one it was definitely a high end model. After being told repeatedly that I loved each sofa and they would be perfect in my home, each associate continued to walk me around the store showing me versions that lacked the specific details I had told them were most appealing. I also commented that my choice was a great value. So despite implying money was not an issue, they insisted on showing me cheaper models.

It is seeming rare to find the ideal sales person. They either run hot or cold. The one thing they have in common is the fact that neither are listening. I am really enjoying ms'ing, I just wish it paid a bit more for the time required.
The one thing it has confirmed for me is that I never want to go back to a retail job!

Thank GOODNESS I am not the only one who experiences this awkwardness! It happens to me every. single. time.

The blank stare from an associate I was interacting with used to freeze me in my tracks like a deer in the headlights when I was a new shopper. It's still awkward, but I don't let it throw me off my game anymore. I poke and prod to give them the best possible chance of salvaging the situation, but I won't spoon-feed them.

Sales = making the customer believe that a certain product or service is a solution or of benefit to them. With proper training, any associate should be able to know and express the basics of why the customer should make the purchase.

Good questions for you to pose to the sales associate...
"Which would you buy?"
"Which one do you have now?"
"Why do you like the one you have?"
"Why do you think this one is better than the others?"'
"Which one of these is your best seller?"
"What would be the best bang for my buck?" (if on I'm-on-a-budget scenario)
"I want the best, because I don't want to be replacing it anytime soon or wishing I had the latest model." (if on a Got-money-to-blow scenario)

Try to avoid yes/no questions like the plague.

_____________________________________________________________________________
"Between stimulus and response, there is a space.
In that space is our power to choose our response.
In our response lies our growth and our freedom."
~Viktor Frankl

I recently had to do a shop for an electric car--not a hybrid, but 100% battery powered. I asked the one question that I figured the salesman would dread to hear, "How long will it be before I'm replacing the battery, and how much is it going to cost me?" I had a good idea on the second answer, but was really interested in the first. He gave me a blank look for a second and then said, "The car has a range of about 100 miles before you need to recharge, and the electricity isn't that much." I finally got him to understand what I was asking and he didn't know, but he got the service manager who did know. I then took it one step further [the guidelines didn't give any restrictions on questions to ask/not ask], so I asked about routine maintenance. I didn't get an answer from either of them.

A couple of days later, I'm doing the same shop at a different dealer. This time, they don't even have that model on the lot, the salesman is trying to convert me to a new 100% gas car [this brand I don't think has a hybrid], and the sales manager tells me that he doesn't think they will ever get any more of the electric model, ever. Boy, did that shop sink faster than the Titanic.

I'm so happy. Yesterday I had 4 of the credit card shops [6 interactions total]. 3 of the salespeople read the script! Makes me want to do the happy dance!

Getting ready to head out and do 3 more CC's today. Hoping they've read the script too!.

I did a Five Guys a while back. After ordering the burger, she asked, "Anything Else?"

I waited for an awkward couple of moments until she blurted out, "Oh! Would you like fries and a drink?!?!"

I guess she read the script... and me.

AndrewTX
Certifiable

I hate those awkward few moments, when you're instructed to just leave things hanging! SO awkward. I've never been the type that's easily embarrassed, or anything; but I do have an aversion to looking like a *complete* dork.

I've had a few times when I think the light bulb went on over the associate's head, too... because suddenly, sometimes *very* suddenly, I start getting all kinds of niceness and all the "proper" comments. It's kinda funny!

Practitioner of the Nerdly Arts.

I have to wonder if we sometimes don't subconsciously give ourselves away with a reaction or some other signal when the associate doesn't follow the script.

.
Have PV-500 & willing to travel.
"Answers are easy. It's asking the right questions which is hard." (The Fourth Doctor, The Face of Evil, 1977)

"Somedays you're the pigeon, somedays you're the statue.” J. Andrew Taylor

"I have never met a man so ignorant that I couldn't learn something from him." Galileo Galilei

I did a shop when the cashier just looked at me and expected me to pay withouth verbally telling me how much I owed. That was awkward. I just put it in the report that I had to ask for my total. That is a piece of information I needed to pay for my purchase. I guess she thought expecting customers reading it off the monitor on the cash register was normal.
What would you do?

________________________________________
Two wrongs don't make a right, but three lefts do.

Report it. The cashier should always say the amount owed. Suppose the cable to the customer display came loose? Also, it keeps the cashiers honest by allowing you to check what they say against the display.

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