Dear Readers,
I would like to share a small shopping
experience, to emphasise on how finesse in hanling a customers, can make a difference. I was looking at buying a pair of footwear.
So, I went to Express Avenue Mall in Chennai, to check out some options.
There were two footwear shops, next to each
other. I first entered one shop. The
salesman greeted me, but made me wait for some time as he was handling another
customer. Fair enough! I told myself, as I started to look through the
collections on display. After few minutes, the salesman stepped in and asked.
“May, I help you?” I said, “Yes”, and pointed out to two models on the shelf
and told him, I would like to try it out. He asked for my size and started to
search for it. After some time he brought the same, and I started trying it out.
I felt that the size was a bit loose and so asked him if he can show me the
same model, but of 2 lower sizes. He showed some frustration in his face,
however he went and brought it. I tried out the new sizes, but that was, too
tight and I felt that it was not the right fit, for me. I said it is not
fitting. He became a little annoyed with me and said, “I gave you all the sizes
you asked for and you say nothing is fitting.” I asked him, “What am I to do?”.
He started to feel disturbed as the closure of the sale did not seem to happen.
He then asked me, if he can show me some other models. However, as I started
feeling that he is not comfortable dealing with me and also could sense that he
is pushing me to take a quick decision, I said, “No, I don’t want” and moved
out of the shop.
Just next to the shop, was another footwear
shop and I entered the shop. The moment, I entered a sales executive rushed to
my service and asked what I was looking for and I answered. He then said, “Sir,
I am attending to one customer. Meanwhile, please have a look at the
collections in our display and I shall get back to you in a few minutes.” As
promised, after a few minutes, he came back and said, “Sorry Sir for keeping
you waiting. Please tell me which model, you would like to try?”. I showed him a particular model. He took it
and as he was helping me try it out, he said it is one of the fast moving
models. I asked him, any other colour and he said a firm, “No” with a great
confidence of seeming to know all the goods available in the shop. I tried it
and felt comfortable and as I was about to finalise it. He said, “Can I show
you one of our latest product.” He then added, “Sir, this is quite highly
priced, but we show it to our premium customers.” I don’t know from where he
got an idea, that I was a premium customer. Anyway the word he used, made me
feel good. He then said, “Sir, there is no obligation to buy. I just want you
to see it.” His approach was so convincing and also tempting, that with some
hesitation I said OK and he showed me the product. It was a truly a great
product, with equally a great price tag, which I was not ready for. So, I told
him, “It is very good, but I don’t need it now.” With a big smile, he said, “No
issues, Sir”. Saying this he asked me whether he can pack the product I had
first selected. I gave a green signal. He then asked whether I have their
membership card. I said, “I have the card, but I am not carrying it with me”.
He told me, “No problem Sir, just tell me your mobile number” and in a jiffy,
he found my name in the billing computer system and applied the bonus points
applicable for the product. That was an Rs.200/- discount on the billing and I
happily walked out of the shop.
As I got back to my cab, I started to
contemplate on my shopping experience, with both the shops. Both the shops were
almost of the same size, had almost similar collections, and the price range
were also similar but what is that one thing that made me to buy from the second
shop? Looking at the selling process, there is not much of a difference in both
these shops, but the experience made a big difference, as to from where to buy.
While the first guy also did his job, he was not polite enough. Whereas the
second guy was not just polite, but also made me feel elite.
So, in a world of tough competition, where
we are in the same business, where there is nothing much to differentiate
ourselves for our competitors, it is our attitude in dealing with the customers,
that could be the winning edge.
Happy Reading,
D.
Senthil Kannan
Article Dated April 2016