You Have to Love Salesmen

[Talleyrand]

When buying an iPhone for my wife last month the AT&T salesmen starts pressuring me to buy Applecare for the phone. I told him no, I can buy it from Apple anytime in the near future. Not today bub.
"Well, if you buy the Applecare for the iPhone at AT&T with the purchase of the phone it extends Applecare coverage on every Apple product you own for two years." He says.
I replied,"Oh yeah"? "Bullshit".
After a short argument and myself calling the salesman a liar to his face, I dialed Apple on my cell. The situation escalates because while we are arguing he keeps pushing, "Come on, just buy it. You got to protect yourself"
While the phone is ringing, he calls his manager out of the back of the store. She gets me to hang up the phone and tells me that AT&T knows nothing about Applecare, its not their product.
"So if you dont know anything about a product you guys just make shit up for the commission"?
She apologized and rang up the phone.
I asked,"All this and I don't even get a free hands free kit or something"? Just to zing em.
She hands me the bag without making eye contact,"Have a nice day, Sir"

[Talleyrand]

I also love Circuit City (we dont have a Best Buy in my area)

I was having an issue with my upconverting DVD player. Getting static over the HDMI input to my Vizio plasma. I walked into the story on a Saturday morning and wandered around the TV section until I attracted a salesman. I asked for an HDTV expert, I have a question. Right away sir.
I 18-19 year old girl wanders over a few minutes later.
"Oh, I'm waiting for an HD expert"
"yep, thats me"
I explain my problem. Long story short, She says,"Oh, you need to buy a Monster HDMI cable for $140" and "Vizio is a bargain brand, we don't carry them because they are known to have issues."

In the end, my Panasonic DVD player was busted. Bought a new Samsung, picture is perfect.

[karth]

haha that's hilarious, that kinda reminded me of something that happened to me, I was off buying the classic controller for the Wii, a shop was selling it for roughly 69 US dollars and I was like "why so expensive?" and the salesman was like "it's for Wii", but he pronounced Wii as "Whaaay", and the shop just right next to him was selling it for around 27 bucks.

[Baddox]

How is it possible to get 'static' through an HDMI cable?

[bayareaking510]

I know what you guys mean. I usually have more bad experiences with sales people than I do good ones. That's why I usually try to shop online or do in-store pickup so I don't have to go through the sales pitch of buying the optional warranty.

[Talleyrand]

How is it possible to get 'static' through an HDMI cable?

Not exactly your classic case of static, just easiest way to describe. Bright, whitish horizontal lines flashing across the screen. Usually just one or two horizontal lines on the lower third of the screen. Sometimes the entire picture would be covered with a dozen intermittent flashing lines.
My first assumption was a bad cable. Nope.
Maybe interference from my satellite hookup. Nope.
Maybe bad connector on TV. Nope.
Apparently the HDMI connector on the DVD player just quit.
Does it on multiple TV's
You can have it if you want it. Its in the garage. Works fine if you dont use HDMI.

[kickarse]

Whenever I am in BestBuy or CircuitCity for a hands on I try my best to stay clear of eye contact with all Sales Associates. Or walk really fast to avoid them.

Do what I do, when they ask (if they ever ask) "Do you need help with anything?" Laugh loudly and walk away. Or when they start getting close to you make a worried look on your face and then run like you stole something. Or just ask them something super technical like "What does CPU stand for?" (sarcasm) lol.

[Talleyrand]

You need a salesman to actually buy something though.

"For only $8 you can get the GameGuard warranty on that game sir. Gives you two years of warranty from scratches and damage"
In six months the game will be in the bargain bin for less than $20.

I have gotten to the point now that when the salesman starts giving me the warranty pitch I look at his name badge and say,"Look Steve, if you keep talking I'm walking out. Just ring me up".
Steve usually replies,"I have to push the warranty or I can get fired"
"You gonna ring me up? Or am I going to leave?"
They usually ring me up.


"No thank you, I will take the cheaper antennae" I said.
"Only the more expensive one gets HD signals" says the sales girl.
"Oh, they dont broadcast HD signals using radio waves"?;)

[Spock-tM]

I am a Sales Person in a rather large brand in New Zealand (large, lol), the town I am in is VERY small, maybe 15,000 if we're lucky, anywho, it makes me sick to my stomach that I HAVE to sell warranties for goods that rightly SHOULD last many years..... however, in saying this, stuff breaks, alot. More than alot, I mean, if in a town this small and we're spending at least 1/4 of the day dealing with broken stuff from big time companies I don't even want to IMAGINE what some of the stores in the states or larger cities around the world would have to deal with.

Point I'm trying to make here is Warranties CAN be worth it, but read the fine print before you get one, weigh it up against what your home and contents insurance can cover you for, how much it would increase your excess should you claim and would claiming on said item alter your 'No Claims Bonus', not sure if anywhere else has that sort of thing, but yeh.

Personally, I purchased a 5yr 'Super Cover' (warranty) for my Xbox 360 and phone, but would have to SERIOUSLY consider the above options when facing the purchase of a big screen TV, and would never touch it with my PC, I upgrade too much for it too be worth it, and I'm a tech, so I can just fix it myself. If I had been given the option, I probably would have bought one for my PSP too, but meh, they're pretty good, haven't seen many come back, but MP3 players, phones and off the self pre-made PCs (more-so notebooks) in general, ALWAYS! I've seen WAY too many come back with things that are in NO WAY covered in ANY "Consumers Guarantee Act" BS, they CAN be handy and save you ALOT of money.



Just my 2 cents.... or should that be changed to 10. :/

[KarlCarlson3]

I work for a video game store that most people don't seem to like very much, and I'm not exactly the model employee if you go by what they expect, however, I do kind of get annoyed with the whole mentality people seem to have of being overly hostile right away to employees for pitching things you don't want. Just simply say no. You know what to expect going in to begin with. If they're agressive, then ok, get rude if you wish since I know there are people that deserve it, but I get kind of annoyed when I need to go through the motions if my store manager is watching me or something and I get people hating me instantly because of it.

[esophagus]

I had a brief stint in the Wal-Mart electronics department. It's probably more professional in bigger stores, but we didn't even make commission and everyone just boldface lied to sell products. I was always the guy wwho hid around the corner to pop out and tell the truth when the other salesmen left.

[Berrex]

I work for a video game store that most people don't seem to like very much, and I'm not exactly the model employee if you go by what they expect, however, I do kind of get annoyed with the whole mentality people seem to have of being overly hostile right away to employees for pitching things you don't want. Just simply say no. You know what to expect going in to begin with. If they're agressive, then ok, get rude if you wish since I know there are people that deserve it, but I get kind of annoyed when I need to go through the motions if my store manager is watching me or something and I get people hating me instantly because of it.

Yeah I understand what you're saying, but by the same token, as the consumer who just wants to buy one item and leave, it's really annoying having to have additional products pushed on you. Even if they're only mentioned once, I don't freaking want it. If I wanted it, I would have told you. Leave me alone.

[Spock-tM]

Yeah I understand what you're saying, but by the same token, as the consumer who just wants to buy one item and leave, it's really annoying having to have additional products pushed on you. Even if they're only mentioned once, I don't freaking want it. If I wanted it, I would have told you. Leave me alone.

Would you be annoyed if the sales person was trying to sell you the required gun attachment for Time Crisis 4? (not sure if it comes in a box or separately)

Sometimes it can work out to your benefit, but yeh, on the whole Sales People are sharks, kinda amusing sometimes to be standing behind the counter and watch all the other hover around someone as they walk in until one goes in for the 'kill', heh, literally sharks :D


Usually I tend to just acknowledge a person walking in the shop with something like, "Hey, howz it going? If you need any help, just lemme know", some say 'thanks', others ask questions, other just scoff, just part of the job :)

[Berrex]

Would you be annoyed if the sales person was trying to sell you the required gun attachment for Time Crisis 4? (not sure if it comes in a box or separately)
Heh, well I have no clue what that is, so I wouldn't know. =P
Generally, though, I'm pretty well-informed about something before I purchase it, so if there's a required accessory to go with what I'm buying, I'm already going to know about it, so I'll ask for it.


Usually I tend to just acknowledge a person walking in the shop with something like, "Hey, howz it going? If you need any help, just lemme know", some say 'thanks', others ask questions, other just scoff, just part of the job :)
That's exactly what I like salespeople to do. That way they're unobtrusive, yet they acknowledge your presence and are willing to help if needed, and they aren't going to cram products down your throat while you constantly tell them, "No, thank you." That's good customer service. Keep that up, and ignore the asses that scoff at you.

[neverendingwhitelights]

Pretend you're deaf, I have a distinct feeling they're not going to know sign language, problem solved. :D

[lnknpk04]

Yeah I understand what you're saying, but by the same token, as the consumer who just wants to buy one item and leave, it's really annoying having to have additional products pushed on you. Even if they're only mentioned once, I don't freaking want it. If I wanted it, I would have told you. Leave me alone.

I'll preface this by saying that I am not in sales so I dont view your stance as an attack against what I do for a living. What I do see is some opportunity to be a little more courteous to your fellow man/woman. No need to be dickish with the employees because they are doing their job and offering a warranty which you may want. I think the important thing to remember is that most of these people didn't bring their psychic hats to work so they dont know that you dont want the product they are offering. Spread the love folks...no need to be hater-pants.

[Berrex]

I'll preface this by saying that I am not in sales so I dont view your stance as an attack against what I do for a living. What I do see is some opportunity to be a little more courteous to your fellow man/woman. No need to be dickish with the employees because they are doing their job and offering a warranty which you may want. I think the important thing to remember is that most of these people didn't bring their psychic hats to work so they dont know that you dont want the product they are offering. Spread the love folks...no need to be hater-pants.

Oh, I don't blame THEM for it. I blame those in charge that are forcing them to be annoying, and are forcing them to shove products down peoples' throats. That doesn't change the fact that it's annoying, though. My stance remains that if I want something, I'll ask for it. Otherwise, I don't want to hear it. I just want to buy something and leave. Mind you, I don't flip out on them when they do it because I do realize that they have no choice. I just tell them, "No thank you, I'm not interested." It's just that it irks me, that's all. However, in cases like the original poster's where the salesman was deliberately trying to get him to buy something he clearly didn't want, even after he said "no," then I will take it out on the salesman. There's no excuse for that type of behavior.

[lnknpk04]

Oh, I don't blame THEM for it. I blame those in charge that are forcing them to be annoying, and are forcing them to shove products down peoples' throats. That doesn't change the fact that it's annoying, though. My stance remains that if I want something, I'll ask for it. Otherwise, I don't want to hear it. I just want to buy something and leave. Mind you, I don't flip out on them when they do it because I do realize that they have no choice. I just tell them, "No thank you, I'm not interested." It's just that it irks me, that's all. However, in cases like the original poster's where the salesman was deliberately trying to get him to buy something he clearly didn't want, even after he said "no," then I will take it out on the salesman. There's no excuse for that type of behavior.

"No thank you, I'm not interested" is a perfectly fine response. As for the salesperson rebutting your initial decline...I can see why you would get pissy with that person, though, I do know of some places that require their reps to rebut at least once or they still get in trouble.

[Spock-tM]

3 times.

I've found that people tend to completely disreguard ANYTHING you have too say about anything you think they might be interested in the FIRST time you mention it, but I figure (due to experience), they aren't REALLY listening. Continue talking though with emphasis on why you suggest it, SOMETIMES they say no, sometimes they shut up and listen, continue through the second no, reinforcing whatever it is, if they do say no a third time, drop it, they ain't getting it, now whether they get home and are like, "Oh, shit, I did need that", chances are they'll come back, cause you were recommending something from the knowledge you've gained working/studying the stuff your selling. Sometimes not with really stubborn people, but at least they would have learnt a lesson to listen to the kind knowledgable salesperson before not taking their advice.

I'm of a mind, take my knowledge, but don't trust it, use it and reinforce it with your own investigations into what it is you are after and what you really do need to ge the most out of whatever it is your getting.

3 times and drop it. No offense meant, but most people are ignorant of what they actually are after (not all).

[lavahot]

So a little over a year ago I worked for Best Buy in the PC department and it sucked big time. Way Uber busy and people got pissed at you way too easily if you didn't immediately know something. It's not that I'm not technically minded, I am, but even the blind can get lucky with a gun.

So my manager who's basically mentoring me in salesmanship tells me to go watch Glenngary Glennross and report back to him what I learned about sales. So I watch the movie, a fantastic story about how people are driven to the brink of their humanity to make a sale, and I report back to him the next day. "So what did you learn, Taylor?" he asks. "Salesmen have no souls," I respond. He looks at me blankly for a moment, "...Uh, what ELSE did you learn, something along the lines of an acronym?"

Today I work at a much smaller store, although still a corporation it's not nearly as busy as Best Buy was. I have much more time to actually talk to customers and try to help them pick out the best product possible for them. Sometimes they are more than willing to accept the extra stuff because it will genuinely benefit them, other times they will barely even talk to me and walk out of the store with a printer that has no cable to connect it to a computer or a shedder that will self-destruct in a month because they didn't buy any lube.

The absolute worst are the people who come into the store looking for a $200 computer that's not even worth the amount of money they paid for the fuel they used to drive to the store, and when they get there they just want the machine, they don't want anything else, they don't even want to hear my opinion on the total crappiness of the machine while we're waiting for the manager to bring lockup keys.

I generally think of salesmanship like dating, sure, you'll get rejected, A LOT, but every once in a while there's that one unsuspecting gal that comes in and buys everything I suggest to her when she buys a printer, or that one old guy I have to remind three times why he's in here in the first place while avoiding his war stories and simultaneously get a UPS and monitor with the computer he's been trying to "buy" for an hour. And when you take them up to the register and ring up that sale, there's no greater feeling in the world then the rush you get from nailing every attachment item as they walk out the door, happy.

So the next time you walk into your local non-Best Buy, give the salesman a hug and thank him for his commitment to customer service.

[assjacket]

I'm usually really polite with the sales people in stores, but they do sometimes get annoying. The biggest problem I have is that I do research things for a while before I purchase it so when I actually go to the store I know exactly what I want. Most times I know more than the rep does and it really bugs me when they are telling me stuff that is either a lie or they just think they know what they're talking about.
There has been a few times when I have been in one of the big-box stores and I have overheard a sales person telling another customer false information. If given the chance I usually go over and tell them what the real deal is.

[tokenuser]

Selling the Invisible (http://www.amazon.com/exec/obidos/ASIN/0446520942/bookstorenow600-20) by Harry Beckworth. If you are in technology sales - software or hardware, it contains all you will ever need to know. OK, it helps if you know something about what you are selling as well, but if you can't identify what someones pain points, then it it doesn't matter what you have to sell them - they wont buy it.

BTW - I am the sales engineer/solutions architect for a mid sized software company. My former manager was a huge fan of Glengarry Glenrose, but I think "Death of a Salesman" is far more important to study. You need to remain relevant so that you don't become Willy Loman.

[masherscf]

My former manager was a huge fan of Glengarry Glenrose, but I think "Death of a Salesman" is far more important to study. You need to remain relevant so that you don't become Willy Loman.

I thought "Glengarry Glen Ross" sucks. But, my six-week career as a computer part wholesaler was a resounding failure.

On the other hand, my father-in-law was the vice-president in charge of international marketing radio-pharmaceuticals for an iconic American chemical company. It was quite a lucrative career for him. He has natural gift toward relating to people. He is one of the most honest people I know. I can't imagine him prevaricating to anyone to make a sale. Yet, his retirement annuity from the position is probably ten-times what this AT&T guy makes in a good year.

[tokenuser]

Sales managers love acronyms. Do TLA's really motivate people? FIIK.

From Glengarry Glen Ross ...
A-B-C. A-always, B-be, C-closing.
A-I-D-A. Attention, interest, decision, action.

It might have been a movie, but they are classic sales "motivation" tools :rolleyes:

Besides Beckworth's book I linked above, anyone in a customer relationship position should also read Peppers & Rogers book "Managing Customer Relationships: A Strategic Framework (http://www.amazon.com/Managing-Customer-Relationships-Strategic-Framework/dp/047148590X)", especially focusing on thier I-D-I-C (Identify-Differentiate-Interact-Customize).

You might bitch and moan about the woes of retail sales, but those are skills you can take forward with you in life to just about any position.

[AriaStar]

When buying an iPhone for my wife last month the AT&T salesmen starts pressuring me to buy Applecare for the phone. I told him no, I can buy it from Apple anytime in the near future. Not today bub.
"Well, if you buy the Applecare for the iPhone at AT&T with the purchase of the phone it extends Applecare coverage on every Apple product you own for two years." He says.
I replied,"Oh yeah"? "Bullshit".
After a short argument and myself calling the salesman a liar to his face, I dialed Apple on my cell. The situation escalates because while we are arguing he keeps pushing, "Come on, just buy it. You got to protect yourself"
While the phone is ringing, he calls his manager out of the back of the store. She gets me to hang up the phone and tells me that AT&T knows nothing about Applecare, its not their product.
"So if you dont know anything about a product you guys just make shit up for the commission"?
She apologized and rang up the phone.
I asked,"All this and I don't even get a free hands free kit or something"? Just to zing em.
She hands me the bag without making eye contact,"Have a nice day, Sir"

Wow. That AT&T store needs to be reported to Apple. Customers are going to be pissed to find out that something they decide to forgo extending a warranty on later straight from Apple isn't covered like they thought. Whatever AT&T's reps do reflect on Apple, and, in this case, Apple will pay for it.

[AriaStar]

I am a Sales Person in a rather large brand in New Zealand (large, lol), the town I am in is VERY small, maybe 15,000 if we're lucky, anywho, it makes me sick to my stomach that I HAVE to sell warranties for goods that rightly SHOULD last many years..... however, in saying this, stuff breaks, alot. More than alot, I mean, if in a town this small and we're spending at least 1/4 of the day dealing with broken stuff from big time companies I don't even want to IMAGINE what some of the stores in the states or larger cities around the world would have to deal with.

Point I'm trying to make here is Warranties CAN be worth it, but read the fine print before you get one, weigh it up against what your home and contents insurance can cover you for, how much it would increase your excess should you claim and would claiming on said item alter your 'No Claims Bonus', not sure if anywhere else has that sort of thing, but yeh.

Personally, I purchased a 5yr 'Super Cover' (warranty) for my Xbox 360 and phone, but would have to SERIOUSLY consider the above options when facing the purchase of a big screen TV, and would never touch it with my PC, I upgrade too much for it too be worth it, and I'm a tech, so I can just fix it myself. If I had been given the option, I probably would have bought one for my PSP too, but meh, they're pretty good, haven't seen many come back, but MP3 players, phones and off the self pre-made PCs (more-so notebooks) in general, ALWAYS! I've seen WAY too many come back with things that are in NO WAY covered in ANY "Consumers Guarantee Act" BS, they CAN be handy and save you ALOT of money.



Just my 2 cents.... or should that be changed to 10. :/

Well, over here in the states technology changes fast enough that it's not exactly uncommon for an item to be obsolete before the end of the warranty period anyway. Happened to my parents. TV couldn't be fixed, there wasn't one to replace it with, so they were SOL. At least until my dad called to cancel his Sears card that he'd had for more than 20 years and used to pay for this TV. They asked why he wished to cancel it, and he told them. Then Sears replaced it.

Warranties have not been worth it in my experience. Just take all the money you'd spend on warranties for everything and stick it in saving. The $200-warranty for your computer, $300-warranty for your TV, etc.. It'll likely add up to more than whatever item could need to be replaced. And if they all last though the warranty periods, then you're far in the positive.

[AriaStar]

I work for a video game store that most people don't seem to like very much, and I'm not exactly the model employee if you go by what they expect, however, I do kind of get annoyed with the whole mentality people seem to have of being overly hostile right away to employees for pitching things you don't want. Just simply say no. You know what to expect going in to begin with. If they're agressive, then ok, get rude if you wish since I know there are people that deserve it, but I get kind of annoyed when I need to go through the motions if my store manager is watching me or something and I get people hating me instantly because of it.

There's a difference between, "Could I interest you in a warranty for Item X?" and just not taking no for an answer. "But if this happens of that, this'll cover it." No. "But it's only $X." No. More reasons. Most experiences with salespeople pitching warranties are that they will push and piss us off. So the standard treatment of customers when it comes to warranties has resulted in us being hostile to head it off right from the start.

[tokenuser]

Warranties have not been worth it in my experience. Just take all the money you'd spend on warranties for everything and stick it in saving. The $200-warranty for your computer, $300-warranty for your TV, etc.. It'll likely add up to more than whatever item could need to be replaced. And if they all last though the warranty periods, then you're far in the positive.That $300 warranty replaced my $3500 60" TV because it had dead pixels with a brand new one ... they aren't always useless, but I'd only recommend them for big ticket items like expensive TVs, and items prone to failure like laptops.

[nextgenxbox]

I also love Circuit City (we dont have a Best Buy in my area)



To be fair you can't just lump in the ENTIRE company because a few salesmen are douches. ;)

I worked at CCity for 3 years and NEVER bullshitted the customer. I would tell them the truth even when they weren't looking for the truth and only a reassurance that the product they had chosen on their own was the best.

And warranties are definitely good for TVs... my TV's bulb messed up (DLP) and they came to my home in a couple days, popped in a new one and I was back in biz.

[Talleyrand]

First, my favorite line from Glengerry Glen is,"Who taught you that you could work with men"?

I like to bag on Circuit City just because they're so totally clueless most of the time. I don't know if you know it, but the whole chain is in danger of collapse due to its odd and destructive corporate culture that trickles down to the store level.
I don't go in the store and intend to be rude to the sales staff. They wont take no for an answer. "Leaving the store without the warranty is just stupid sir". "Don't you want to protect that purchase"? "I just can't let you go out of the store without this warranty sir, it would be irresponsible of me".
I explain that I am paying with American Express which extends the warranty for a year anyways. Then they lie. "Oh, our warranty only kicks in after all others have expired". 3 or 4 sales people have uttered this to me. When you call Circuit City warranty hotline, the warranty runs from the time of purchase. So if you buy electronics with a (decent) credit card and the item has a one year manufacturer warranty, the overpriced CC warranty extends it for only a single year. I get one year of warranty on a $1400 PC for $379? No thanks. I have noticed that electronics either last for several years or they crap out in the first few months. The reason they push the warranty's is that almost no one ever uses them. The percent of purchasers using the warranty is something under 1 or 2%. Its a cash cow.

[Talleyrand]

Wow. That AT&T store needs to be reported to Apple. Customers are going to be pissed to find out that something they decide to forgo extending a warranty on later straight from Apple isn't covered like they thought. Whatever AT&T's reps do reflect on Apple, and, in this case, Apple will pay for it.

Yeah, but who do I call and how long would I be on hold?
I did a quick check of the Apple site and didnt see a "Report crooked sales people" link.

[nextgenxbox]

1800-apl-care

[Talleyrand]

I would fire off an online form
Not interested in sitting on hold for a year