Don’t Click Here – Jason Routley, Aquarius Learning
You’re obviously the curious type, so whilst you are here I would like to tell you a brief story…..
My wife needed a new car, so we have been out and about car hunting a number of times. I must say that the whole experience has been a real eye-opener for me. Obviously I look out for sales skills and techniques in such situations, but I try to switch off from work and not be a real bore!
However, if I may step on to a soap box for just a moment or two, the general sales practise that was shown was lamentable! I found the following:
Quite a lot of the younger salesmen were dressed to impress the receptionist more than the customer. Skinny suits, pointy shoes and David Beckham haircuts were common-place. Most sales people know that it is wiser to dress appropriately according to their average customer type. Dressing too sharply only confirms stereo-types and alienates many of their customers. If in doubt, neutrality is best, as this avoids unhelpful perceptions being formed.
Hardly anyone asked me a question other than “can I help you at all?” We all know that the answer to that is “no thanks we are just looking”, so why bother? No one asked me what type of car I was looking for? Is fuel economy important? What was my budget? Is performance important? What do I look for in a car? No questions – none, nada, zilch. Blimey!
When I had my five year old daughter with me, none of the salesmen asked her for her name, indeed no one even spoke to her. If you like my daughter, who is a precious angel who can do absolutely no wrong, I will almost certainly begin to warm to you!
Lastly, I encountered the old chestnut of being told how wonderful each and every car I looked at was. “Lovely tidy example this sir, stunning car”. The only problem is that they would say that wouldn’t they? I simply didn’t believe a word of it.
In the end we found a great little garage. The owner came over to us, (I can’t remember what he was wearing!) and in a very relaxed and matter of fact manner, he let us get on deciding for ourselves which was a stunning little car and which was obviously not. He was attentive but not overbearing, and let me be a hunter-gatherer and knock the price down a little. He even smiled at my daughter whilst she picked her nose in a most delightful way!
Jason Routley of Aquarius Learning’s main focus is to help companies provide outstanding service and exceed their customer’s ever-increasing expectations. He delivers Leadership & Management, Customer Service and Sales training that engages delegates; providing inspiration and a lasting impression. This, in turn leads to those new engagement activities that have a lasting impact upon your business.