Lookie Loos...

[bara]

There are well-developed sales processes used in this industry because they WORK. There is a process I have to guide you through because it truly WILL help you find the best product for your needs... IF you do YOUR part in that process. But I'm the bad guy here because I make a percentage of the sale, because that's how I'm paid. Riiight... whatever.

Keep on deluding yourself if you wish. Ultimately, the one that's going to pay the biggest price for that is YOU.

I have to be honest here. Your place may very well have a wonderful sales pitch aimed at helping people find the best fit. If that is the case then beleive me when i say you are in the minority.

However the two commission based jobs Ive had and what feel to me EVERY place I have shopped that has had commissioned sales people, it is vastly different. The theme seems to be 'Tell the customer whatever they want to hear in order to get the biggest sell possible no matter how crappy or wrong that choice actually is'.

The above feeling is what drives people to really not like commissioned sales people as I dont feel I am alone in that assessment. As the saying goes, bad news doesnt go away. If some one was talked into a larger purchase/more features than they need or want then they often also cannot pay the bill, or it bites them in some other way.

In fact, I try to avoid any place that I know has commissioned sales because of the above feeling. But if your system works as well as it says then I wish you were the one who sold me one of my last mattresses. Would have saved me some sleepless night.

[Gravekeeper]

My time is VALUABLE. My expertise does NOT come to you for free. To assume otherwise is the absolute HEIGHT of rudeness and douchebaggery. If I have done my job properly, and have found the right mattress for you, in the price range that fits your budget, than I have EARNED YOUR BUSINESS and you SHOULD buy from me. That's how this works. For you to then turn around and walk out the door because you want to try to find the same mattress for less online or down the street is completely unacceptable to me at that point.

That is exactly the kind of attitude that would make me not buy something from you and why I dislike commissioned sales people. If I'm making a major purchase, I have every right to comparison shop and try to find the best deal that works for me, the consumer, not you, the sales person.

For that matter there is any number of reasons someone might ask a ton of questions and ultimately not buy anything. Especially on a big purchase. It might not be right for them, they may need to sleep on it or consult a spouse. They may be waiting for their next paycheque or bonus. You don't know. Nor are they obligated to justify themselves to you.

[blas87]

I have to admit, I do the same thing as GK when I'm in a store where I know the associates are pushy.

Where I live, we have a store called The Buckle, and a game we play called "The Buckle Challenge". The object of the game is to walk into the store and see how far you can get before an associate comes running after you, eager to sell you $100 jeans.

I like to shop at certain stores, most of which aren't commissioned employees, but I hate pushy people. I hate buying a zip hoodie and being asked "Do you want some camis to go under that? They are two for $20." I have to bite my lip from saying "They are two for $10 at Charlotte Russe" or "If I wanted them, I'd buy them."

[Gravekeeper]

Yeah, I loath Futureshop for similar reasons. They're on you like a starving dog on a bacon bit if you stand still for more than 2 seconds anywhere and everything has an extended super guranteed warranty for just another $50. I once bought a pair of laptop speakers for $9.99 and had the sales guy, with a straight face, ask me if I wanted the extended warranty for $10.

Doesn't help that Futureshop just has roamers. So every section has one guy that actually knows about the products in his dept, and two other guys that are just roamers who will jump you in that section but don't know anything about whats in that section. So just try to sell you whatever they can.

Best Buy is ironically much better, they'll ask you once if it looks like you're lost and confused or if you're in a section where everything is locked up or otherwise in a display case. But otherwise they seem to leave you alone.

Its kind of odd because those are really the only two places I've ever been approached by sales people. At HMV occasionally someone will ask you if you're "Finding everything ok", but I think that's some policy of theirs whereby if they walk within 5 feet of you they're required to spew it. And most employees at HMV actually look like they're doing something. There's never anyone just roaming looking for people to "help".

Every other store has grasped the concept that most people hate being interrupted or badgered while shopping.

[Racket_Man]

I am going to go off an a slight tangent here and use my own job as a comparasion because I feel that our jobs are not that different in some respects. just to note I am a pizza delivery driver who works for sub-sub -minimum wage and absolutely depend on tips for over half of my total income.

For the last 5 years, I've been a COMMISSIONED mattress salesman. I am VERY highly trained, knowledgeable and experienced. When the customer works together with me, and plays their proper role in the sales process, I will truly find them THE best product to meet their needs in all regards, including PRICE. That's IF they let me use the mattress shopping process that has been PROVEN to work best for THEM as well as for me. I am NOT one of the so-called "Mattress Professionals" that work for the nation's largest mattress store chain, the company that is so aggressive and shady in what they do, that even their own EMPLOYEES refer to them as "Sleazy's". What I AM is a product knowledge guy. I ask the RIGHT questions to qualify you properly, to determine what you need the mattress to do for you, and I then recommend the RIGHT products that will meet your needs, covering several manufacturer's and in all price ranges, so that you can make an informed decision as to which is the right mattress for you.

for the last 7 years I have been employed in my job and I too am good at my jobn. I too am knowledgeable in my companys products, deals and specials. I also know how to get to a certain location in the fastest possible LEGAL manner. yes I am a salesman also. I have to know, by heart, all of the ingrediants in each and every one of our products. by policy I have to answer all questions put forth to me by a "customer" even IF they choose not to purchase products from my company.

now having said that I too am a "commissioned" employee except that the customer provides my "commission" (a tip) not the company so yes I do have a vested interest in providing the "best service" I can both over the phone and at the door.

I assume you get a small base salary + % commission on every sale. same deal with my industry except my "commission" is voluntary as in depends solely on the customer not the company.

and yet I can follow the "best practises" of my industry and still get screwed over royally. I can get the pizza there fast, I can be great at the door, I can mow the customers lawn, I can let their dog chew on my leg, I can ignore the crap I almost tripped over in a yard that would put a salvage yard to shame, and I can even wipe their babys ass and change their diaper but at times that is all for not.

yes comparing pizza to mattresses may seem a streach but in the end I feel the jobs are fairly compareable.

What I am NOT is a volunteer. I do NOT work for FREE. My time is VALUABLE. My expertise does NOT come to you for free. To assume otherwise is the absolute HEIGHT of rudeness and douchebaggery. If I have done my job properly, and have found the right mattress for you, in the price range that fits your budget, than I have EARNED YOUR BUSINESS and you SHOULD buy from me. That's how this works. For you to then turn around and walk out the door because you want to try to find the same mattress for less online or down the street is completely unacceptable to me at that point. Because that guy didn't invest their time into helping you find the right mattress, I did, and in so doing, I earned your business, not that guy.

I am sorry but this set of statements is very pretentious. you have earned nothing. the "customer" has not signed a legally binding contract with you or your employer saying that just because they spoke with you for information they are now obligated to proceed with a sale.

I too am NOT a volunteer and do not work for free. but there are loads of people who take advantage of my "services" without a second thought, but if you will "do NOT show their appreciation" for said services even though I give them the best possible.

Linguist, people like you should be forced to work this job for FREE so that you'll have a proper understanding of, and appreciation for, how hard we work to be able to help you find the right product. True, there are SOME in this industry that only care about pushing the most expensive product on you to fill their wallet. And you, as a customer, need to learn the warning signs that will enable you to spot them so that you can head back out the door WITHOUT wasting an hour of YOUR time and theirs.

I would offer to you the chance to do my job for free for a while. esp since we get paid sub-sub-minimum wage and must depend on tips to make up the difference. taking into account that I have to pay for my own vehicle maintenance, repairs, insurance, depreciation, etc. (my gas is the only thing the company barely pays for). at least when you make a sale you are guarenteed a comission on that sale. I have no such gaurantee although it is ASSUMED and EXPECTED (by both my company AND the US government) that I will make that comission on each and every "sale".

I would also lilke to offer that you do my job in really crappy weather (heavy rain , blizzard, floods, etc.) and see how much the "customer" appreciates your "services" and what your attitude would be after that.

the only thing my company cares about if getting more $$$s in the door or more profit at the end. nothing else. and they will do it by any means necessary even if the employees are hurt by it.

oh and please do not tell me to try and claim mileage on my tax return. the amount I get back will be a mere fraction of my "estimated " (using the standard IRS per mile rate) expenses.

at least you do not lose much in the way from every person you talk to. I do.

But there are a LOT more people in this industry that are honest, hardworking people that sincerely want to assist you in the right way. When you pull that "I'm just looking" crap, you're doing a great disservice to them, and more importantly, TO YOURSELF. In so doing, you'll only ever end up buying mattresses that you'll be dissatisfied with, that will NOT provide the proper support and comfort so that you can sleep WELL. And as a result, the rest of your day will be SHIT.

again there are a LOT of people in MY industry who are hard working and honest but consistantly get screwed for no real good reason except that people are cheap. again no real difference here.

Buying a mattress is NOT like walking into Best Buy to pick-up a copy of your favorite movie on DVD or Blu-Ray. There are well-developed sales processes used in this industry because they WORK. There is a process I have to guide you through because it truly WILL help you find the best product for your needs... IF you do YOUR part in that process. But I'm the bad guy here because I make a percentage of the sale, because that's how I'm paid. Riiight... whatever.

Keep on deluding yourself if you wish. Ultimately, the one that's going to pay the biggest price for that is YOU.

the last statement is true across industries but not for the reason you may think. most companies operate under the premise of MORE profit. the more they push for that the more the "customer" will push back and just go to the place that offers the least amount of hassel. if the "sales pitch" is presented in a fair manner, YES most customers will respond but NOT all will. there will be those who do waste you time.

no one yet has found/created the "perfect" customer just like there is no "perfect" employee. in the end we are all human with all that comes with being human. the vast varieties of humans out there will guarantee there will be those who are not up to your "standards" and will waste your "valuable" time and energy.

[Crazedclerkthe2nd]

I'm not a pushy salesperson at all. I am NOT a pushy "Mattress Professional" that pushes so hard I push you right out the door. I am a SLEEP CONSULTANT. I use a consultative, comfort-based approach, which is the RIGHT way to sell a bed today. Don't take my word for that, that's the approach recommended by publications such as Sleep Savvy and Furniture Today, because it results in happier, more satisfied customers.

I understand you're very passionate about your job but this particular excerpt reads like an advertising flyer. I'm curious, would you have given essentially this same word for word response to someone in person?

The bottom line is you really have no control over what people do. You can influence them to a point but in the end they have the final say.

I feel your pain when you lose a potential sale you've put a lot of effort into. Back when I sold mobile phones on commission, I came very near to closing a deal that would have netted me 5 activations. I spent several hours over a period of days working with this customer but in the end he changed his mind for some reason.

Was I upset? Yes. Was I frustrated? Yes.

But I understand that was his choice to make. People are often illogical and unpredictable.

In today's economic climate, people are shopping for price above all else. Not that this hasn't been the case for the past 20 years, but it's more true than ever now.

A lot of the time, people are going to go to wherever they can get it cheapest, bottom line.

It's a similar phenomenon with folks who go to Best Buy to try out and get more information on electronics they then buy for a lower price on Amazon or Newegg. I'm sure Best Buy employees can't stand these people, but they also can't stop them from doing what they do. It's a reality of business these days.

Personally, I don't mind "just looking" people. I don't like being pushy and I don't mind waiting to be approached. I work at a place that requires me to greet every customer when they come in and ask what I can do for them. I really don't like having to do it but I don't have a choice.

Not everyone goes into a store with the intention to buy. They may just be killing time. In most cases the people that fall into this category will be "just looking".

[Lace Neil Singer]

I don't mind "just looking" people either; just as long as they do NOT choose to enter the petrol station just before closing time. -.- And then hang around as tho they're going to stay all night.

[blas87]

If I had known I was "hurting feelings" by not buying everything someone was pushing, well, damn, I've hurt a LOT of feelings.

Oh well. That's me

[linguist]

I do NOT work for FREE. My time is VALUABLE.

is my time as the customer no less valuable? why should i waste it (along with my money) buying something that i do not want just because you feel you're owed something?

Linguist, people like you should be forced to work this job for FREE so that you'll have a proper understanding of, and appreciation for, how hard we work to be able to help you find the right product.

you're making a lot of assumptions about me here. you're assuming i've never worked a commissioned job before (clue: i have), and that i don't understand what it's like (clue: i do). however, even when i did work on commission i was never under the delusion that the customer owed me anything. now i run a successful cheese shop, and i spend probably $1000 or more every week on samples (i.e., something with real, tangible value) to customers, along with hours of my time in educating them about the hundreds of cheeses i carry. probably 2/3 of these customers don't buy anything, and i'm fine with that, because it's part of the cost of doing business, as well as an investment in future business. just because a customer buys nothing from me today doesn't mean they won't be in at a later date to buy from me, or that they won't send their friends to me. however, if i operated under the assumption that just because i deigned to answer their questions or let them sample my wares they owed me business, i can pretty much guarantee they'll not only never buy from me, they'll warn their friends off as well.

[Racket_Man]

I am going to add one more thing to this as it DOES apply to both jobs (see my post above)

I WISH I could get a $1 commission EVERYTIME a cusomters does the following and does NOT tip me:

1. GUSHES with delight when they see me walking up to their door.
2. over enthusisastic OMG OMG OMGOMG THANK you for bringing us dinnner
3. sickly sweet voice saying "Have a good night", "Drive safe (in a blizzard or torrential rain storm)", "Be careful out there", "Sorry you had to come out in this weather (again during bad weather)", "Stay warm (during a brutial cold snap)", etc.
4. obvious "fake" enthusiasm


IF I could get that "commission" I would have a lot more money 1. in the bank, 2. for car repairs, 3. myself.

YES there is the way the world SHOULD work, but reality is a bitch and has a mind of its own

[Jack T. Chance]

On the subject of pizza delivery... I used to work at Little Caesar's... actually, it was my FIRST part-time job back in high school... this was back in the good ol' "Pizza Pizza!" days, when they were carry out ONLY to keep their prices lower. So, thankfully, I never had to work as a delivery driver.

That being said... www.tipthepizzaguy.com... emblazon your delivery vehicle with this website address... I've seen delivery drivers put it on their rear window with white vinyl letters... check the site out, find out the message they're sending to the public, and then pimp the SHIT out of that site!

Also, keep a list of non-tippers AND DON'T DELIVER TO THEM! Flag their info in the system as a NON-TIPPER, CARRY OUT ONLY! You don't want to tip the driver, come pick it up your DAMN self!

[kiwi]

Keep on deluding yourself if you wish. Ultimately, the one that's going to pay the biggest price for that is YOU.

Not if they get it cheaper online To be honest, attitudes like yours are the reason I shop online. I don't need to be told what to buy, when to buy or how to buy. I certainly don't need to follow my lines in some stupid script of "how a mattress sale should go".

Last time I went to buy a mattress we had a budget and that budget had to include everything, taxes, delivery everything. We were honest about that up front. For arguments sake lets say it was $1000 and as we were approached by a salesperson we told them upfront.

We have $1000, we do not want a pillowtop, we like a firm mattress do you have anything in that price range?
Then they wasted our time trying to sell us financing plans for a $3000 mattress and boxspring set. It took four stores before we finally found a salesperson ready to actually show us what we wanted. One "lady" and I use that term in it's loosest possible meaning, snorted at us that you couldn't find anything decent for under $3000

We got lectured on how you MUST have a pillow top, how you MUST have a boxspring, how you MUST get the matress protector spray, how there was NO WAY they could lower the delivery fee.
When we told them we didn't want a pillow top, already had a perfectly comfortable bed frame, didn't want the matress spray and had a pick up truck ready to take it home today they came back spluttering.

They made what could have been a 20 minute sale into a multi store, multi hour fiasco. I was handing them a sale and they wouldn't say "yes I have something that will suit you" or "no we don't have anything sorry".

The guy who got my sale had me in and out of the store in 20 minutes. We still have and love our bed 5 years later and it doesn't have a freaking pillow top either.

[Jack T. Chance]

Kiwi: The experience you had, with the salesperson that sold you what you asked for, is EXACTLY the experience I try to provide for my customers! And with many customers, I DO have them in & out in only 20-30 mins. But SOME customers need more time than that. I've had some customers take 2-3 HOURS in the store to decide what's the right mattress for them. Everyone's different. Those other salespeople that were pushing $3,000 mattresses on you that were pillowtops only cared about one thing: THEIR PAYCHECK. You were RIGHT to not buy from them!

And with that... this topic has gotten wildly off-track. I realize now that I should have started it in the Sucky Customers Forum over on CS. That's where it belongs. This was NEVER started as a forum for people to rip on ME for my chosen profession. It was about discussing the very thing that brought us all together in the first place: SUCKY CUSTOMERS. And a very SPECIFIC type of SC at that. This thread was never about the "ones that got away", that I failed to close for whatever reason. It was ONLY EVER about the ones that come in WITH NO INTENTION TO BUY to then waste my time and let me THINK they're going to buy so they can string me along and WASTE MY TIME so they can get "free" information that they can then use to buy from someone else, which is something I HATE!! Hence why it was placed under "Things I Hate"!!!

This topic will now be transferred to the APPROPRIATE forum at my earliest convenience, at which point I will be requesting of the Mods that they LOCK this thread, as it has outlived its usefulness for me.

[kibbles]

No one ripped on you for your chosen profession. Many posters, including myself, took exception to the fact that you were labeling customers as sucky when they weren't sucky in the least.

It is not and has never been sucky to go in a store to look and gather more information before buying, then choosing to buy where it suits the customer more. Every person has a right to gather information before buying a product.

[Rapscallion]

This topic will now be transferred to the APPROPRIATE forum at my earliest convenience, at which point I will be requesting of the Mods that they LOCK this thread, as it has outlived its usefulness for me.

This isn't CS. If you don't like a thread, don't post in it.

Rapscallion