Have you ever been in a jewellery store and noticed how the staff present a precious diamond necklace or ring to the customer? Without even seeing the price you know it is expensive because of the reverence they show as they handle it.
They should also present a diamante necklace or ring in exactly the same way, yet very few sales people do this. It’s about being customer focussed rather than product focussed. You are handling this person’s potential possession so it should be treated as if it is precious.
Treat your merchandise with respect. Remember, you may be showing the product to its future owner.
I remember trying on a pair of squash shoes in a small sports store. It was busy and there seemed to be lots of pairs of sport shoes spread across the floor. After trying on a pair that didn’t seem quite right, the owner brought me another pair. He made room for me by sweeping aside the first pair and a couple of others with his foot as if they were rubbish to be put in the bin.
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He probably thought he was just moving HIS ‘stock’ out of the customer’s way but to customers he is not only devaluing the product, he is treating THEIR potential product disrespectfully.
By the way, it is a good tactic to immediately remove from sight any product that the customer has rejected – though not ones they are just a bit doubtful about. So, the sports store owner was doing something right. It’s just how he did it that was wrong!
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