Mary Portas : Secret Shopper CH4

[Tsippy]

Anyone else watching this? I really don't see the problem with the sofa companies doing well with sales, it's not their fault that the customer does not know what they want Portas is moaning that the sales people do not picture what they're selling in the home of the customer or ensuring it fits..... surely this is the responsibility of the buyer?

[retrorider]

But the owner listened,implemented her ideas and sales increased by 30%.She knows her stuff...

[Tsippy]

True, I was just baffled as to why she blamed the sofa store for the customers buying what was not right for them

I thought setting the sofas in a 'lounge' environment was good too, and definately gave the unsure customers the chance to visualise it

[Zad]

A bit lesson there to all the other shops, people don't trust you because of the "sale on" crap. People were going to that guy's shops in a matter of days, because there were no gimmicks. It was very brave to break ranks, but in reality, you don't just go to 1 shop if you are after a sofa, you go to all of them on the estate.

[scorcher]

£57,000 PA was quite a good wage for selling sofas. I'd guess the mark up on a sofa was pretty big.

[shirt]

next week: mobile phone shops.

she's picked herself some really hard targets hasn't she?

[Haighermeister]

shirt said:

next week: mobile phone shops.

she's picked herself some really hard targets hasn't she?

Working in the industry I am genuinely interested to see this....

[shirt]

Haighermeister said:

shirt said:

next week: mobile phone shops.

she's picked herself some really hard targets hasn't she?

Working in the industry I am genuinely interested to see this....

electrical shops, furniture, carpets, mobiles. all sold by people who absolutely must approach you within 5 seconds of entering the shop then proceed to try and sell you something you don't want.

shock horror, actually engaging with the customer's needs yields a better result.

[Odie]

shirt said:

next week: mobile phone shops.

she's picked herself some really hard targets hasn't she?

Nope for her they are easy targets because they are so crap and have a culture of 'rip off for bonus'

I find this subject very interesting, since its kinda what I do for a living.

[shirt]

hard targets + = sarcasm

[phil-sti]

used to work for CSL years ago when they made all there own sofa's to customers specs

[Haighermeister]

shirt said:

Haighermeister said:

shirt said:

next week: mobile phone shops.

she's picked herself some really hard targets hasn't she?

Working in the industry I am genuinely interested to see this....

electrical shops, furniture, carpets, mobiles. all sold by people who absolutely must approach you within 5 seconds of entering the shop then proceed to try and sell you something you don't want.

shock horror, actually engaging with the customer's needs yields a better result.

Not necessarily true though, but your assumptions are the same as most peoples.

The company I work for has a 2 minute rule, we have to approach the customer within 2 minutes, even if its just a 'Hello, how are you?'

Strangely, I get more people being angry at me for 'ignoring them' (read: not speaking to then straight away as I am busy with other customers/other things in ny job) than those who say we hassle them....

In case you weren't aware, when someone asks if you need help, actually looking at them and replying 'No thanks, I'm just having a look, but can I call you if I need help?' Will get you a lot further and a lot more help and respect than getting angry because YOU walked into a shop and the person employed to sell by the aforementioned company asks YOU how YOU are or if YOU need HELP.


Crazy but true

[shirt]

i am aware of the techniques, i have worked in retail sales and the routine is the same for most chains.

without wanting to sound condescending, is mobile phone sales a career choice or a filler? where do you see it going?

[Haighermeister]

shirt said:

i am aware of the techniques, i have worked in retail sales and the routine is the same for most chains.

without wanting to sound condescending, is mobile phone sales a career choice or a filler? where do you see it going?

I've been in retail for 10 years, 6 years in mobile phones and I've worked my way up to store manger in that time.

Sure, I have my aspirations to other jobs, but it pays the bills....

[Odie]

Haighermeister said:

shirt said:

Haighermeister said:

shirt said:

next week: mobile phone shops.

she's picked herself some really hard targets hasn't she?

Working in the industry I am genuinely interested to see this....

electrical shops, furniture, carpets, mobiles. all sold by people who absolutely must approach you within 5 seconds of entering the shop then proceed to try and sell you something you don't want.

shock horror, actually engaging with the customer's needs yields a better result.

Not necessarily true though, but your assumptions are the same as most peoples.

The company I work for has a 2 minute rule, we have to approach the customer within 2 minutes, even if its just a 'Hello, how are you?'

Strangely, I get more people being angry at me for 'ignoring them' (read: not speaking to then straight away as I am busy with other customers/other things in ny job) than those who say we hassle them....

In case you weren't aware, when someone asks if you need help, actually looking at them and replying 'No thanks, I'm just having a look, but can I call you if I need help?' Will get you a lot further and a lot more help and respect than getting angry because YOU walked into a shop and the person employed to sell by the aforementioned company asks YOU how YOU are or if YOU need HELP.


Crazy but true

Perception = Reality - for you.

Your companies policy is wrong. Ever heard of 'the landing zone'? A simple example for you, if you go into a restaurant and as soon as you get sat at your table are handed a menu you are asked what you would like to order.

Thats the kind of behaviour the 2 minute rule encourages, you need to give people time so that their brain can adjust to the enviroment, from 'get into shop' mode into 'shopping' mode.
As a salesman you need to observe customers (a bit of cold reading helps too), you will get far more sales if you can spot the difference between a 'browser' and a 'shopper' and you will do even better if you can spot when the 'browser' changes to a 'shopper'.

Its far better just to make eye contact and give them a nice open smile. Standing in the same spot in the store is good too, makes you easy to find when they do require help.

My pet hate is going into a shop listening to my ipod and the sales person doesnt care that to answer him/her I have to stop my music and take my earphones out in order to be polite and answer them. Seriously does my head in, it just shows that the sales person isnt considering my needs, is impolite and unobservant. Idiots.

[RedWhiteMonkey]

Odie said:

My pet hate is going into a shop listening to my ipod and the sales person doesnt care that to answer him/her I have to stop my music and take my earphones out in order to be polite and answer them. Seriously does my head in, it just shows that the sales person isnt considering my needs, is impolite and unobservant. Idiots.

Are you being serious or is that a joke?

[Haighermeister]

Odie said:

My pet hate is going into a shop listening to my ipod and the sales person doesnt care that to answer him/her I have to stop my music and take my earphones out in order to be polite and answer them. Seriously does my head in, it just shows that the sales person isnt considering my needs, is impolite and unobservant. Idiots.

Do you actually walk into a shop (with the intention of buying something) with your headphones in listening to music?

And its the salesperson who's being impolite by saying hello?

By Jove I think you've nailed it

Obviously the sign of a good salesperson is being able to adjust to different scenarios, if someone were to walk in my shop with headphones in, making zero eye contact, I'd assume they were the type of person who wouldn't want help and leave them alone unless they came to me. Policy says we have to acknowledge someone within 2 minutes, not scream at them past some death metal being pumped into their ears.

We don't scream at people and make them buy things, but if we ask if you need help and you do, everyone's a winner surely? If not, just say 'no thanks' and get left alone to look at plastic phones on displays that have guide prices and little information rather than asking a well trained knowledgeable salesperson.


We completely understand and we promise we won't cry........ much.

[Odie]

RedWhiteMonkey said:

Odie said:

My pet hate is going into a shop listening to my ipod and the sales person doesnt care that to answer him/her I have to stop my music and take my earphones out in order to be polite and answer them. Seriously does my head in, it just shows that the sales person isnt considering my needs, is impolite and unobservant. Idiots.

Are you being serious or is that a joke?

Yep im serious, but dont understand why you ask? Are you a salesman?

[Odie]

Haighermeister said:

Odie said:

My pet hate is going into a shop listening to my ipod and the sales person doesnt care that to answer him/her I have to stop my music and take my earphones out in order to be polite and answer them. Seriously does my head in, it just shows that the sales person isnt considering my needs, is impolite and unobservant. Idiots.

Do you actually walk into a shop (with the intention of buying something) with your headphones in listening to music?

And its the salesperson who's being impolite by saying hello?

By Jove I think you've nailed it

Obviously the sign of a good salesperson is being able to adjust to different scenarios, if someone were to walk in my shop with headphones in, making zero eye contact, I'd assume they were the type of person who wouldn't want help and leave them alone unless they came to me. Policy says we have to acknowledge someone within 2 minutes, not scream at them past some death metal being pumped into their ears.

We don't scream at people and make them buy things, but if we ask if you need help and you do, everyone's a winner surely? If not, just say 'no thanks' and get left alone to look at plastic phones on displays that have guide prices and little information rather than asking a well trained knowledgeable salesperson.


We completely understand and we promise we won't cry........ much.

lmfao, oh dear..

[RedWhiteMonkey]

Odie said:

RedWhiteMonkey said:

Odie said:

My pet hate is going into a shop listening to my ipod and the sales person doesnt care that to answer him/her I have to stop my music and take my earphones out in order to be polite and answer them. Seriously does my head in, it just shows that the sales person isnt considering my needs, is impolite and unobservant. Idiots.

Are you being serious or is that a joke?

Yep im serious, but dont understand why you ask? Are you a salesman?

No, I don't work in a shop or sell anything. I just find it odd that you would get upset about a sales person approaching you in their shop whilst you browse their goods simply because it meant you had to remove your earphones. If you actually take a step back from your statement and look at it in an unbiased and objective manner I suspect you'd see that it appears to show you in a rather negative light.