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What sales tactic raises concern for you?

the_mother_thing

Ideal_Rock
Premium
Joined
Mar 2, 2013
Messages
5,660
This is a conundrum for us! :oops2:

We have a consultancy style approach. Since nobody is on commission here we take on the role of customer advocate. So our 'selling' is geared to making sure the customer is fully informed about our products, services and policies, and that we gather all the info from the customer necessary to recommend the right product for that particular customer.

But since every diamond is unique and since our inventory is available for sale 24/7, we often have customers who are considering a given stone only to find it sold to someone else. So, at a certain point a consultant may give a customer a heads up that someone else is seriously considering the same diamond, or the diamond is in a couple of shopping carts, or that the diamond has been viewed a lot. This could sound "salesy". On the other hand, we have had customers who have lost out on a diamond tell us 'you should have TOLD me that someone else was looking at that diamond!".

So it's a bit of a no-win situation. I'd be interested to hear thoughts on this dilemma...
On one hand, I appreciate knowing others are inquiring seriously about something if there is only “one” of that something that I’m also actively considering; however, if I snooze, I lose. And I have to wait until the next time that item or something like it comes available. I would only really want to know if there was other interest/a ‘line’ forming & waiting to buy if the item truly were a one-of-a-kind or once-in-a-lifetime opportunity. Otherwise, I think I’d feel like I might ‘pressure’ myself into a potential hasty decision that could have me returning the item (good for me) after the seller’s other ‘buyer’ has moved on (bad for you).

Some great suggestions above already, so I’ll just add that it may be good for the sales associate to ask a potential buyer “do you want me to let you know if we get other interest on this item while you consider your options”, and let the individual customer tell you what they prefer. This would also be along the lines of establishing a relationship with a potential buyer that even if it doesn’t pan out this go-around where they buy something from ‘you’, later the SA can ask “you said before you do/don’t want to know...is that still the case for this (new) item?” I’d appreciate a SA making note of my preferences for later reference in other transactions. But that really depends on what kind of ‘support infrastructure’ a company has in place for those associates (e.g., customer database).
 

MakingTheGrade

Super_Ideal_Rock
Premium
Joined
Mar 2, 2009
Messages
10,338
oh i have something i hate from the opposite end of the spectrum
when i go to buy someone at lunchtime or afterwork in my workclothes and get ignored
Haha I have a baby face and am “edgy“ in styling (tattoos and shaved head) and so many sales people assume I’m a college punk peeking around to see how the other half lives.
Ummm...I’m in my 30s. And a doctor. With a bling addiction . Ignore at your own risk...
 

Daisys and Diamonds

Brilliant_Rock
Joined
Apr 30, 2019
Messages
1,762
Haha I have a baby face and am “edgy“ in styling (tattoos and shaved head) and so many sales people assume I’m a college punk peeking around to see how the other half lives.
Ummm...I’m in my 30s. And a doctor. With a bling addiction . Ignore at your own risk...
that (i mean you) is so awsome !
people are way too judgemental
i worked in a hardwear store in the middle of wellington when i first moved up here
i like nice china
there was a very upmarket (also up them selves) big old old school dept store i would go to
the way those bit##hes on the make up counters would look down their nose at me as i clomped past in my steel caps
it didn't get much better upstairs
it annoyed me greatly because i spent my day serving customers and i never judge on appearance- you'd think they would think - well she has a job so she has cash to spend
ironically the jewler across the road could not have been nicer

and off on a tangent but it would definatly make me feel better if i was sick and the doc had nice bling !
 

Diamond Girl 21

Shiny_Rock
Premium
Joined
Jun 26, 2017
Messages
265
I can't stand pushy/rude/presumptuous sales people. I recently went into a mom and pop jewelry store to look at loose, emerald cut diamonds. I was very specific about the color, clarity, size, and proportions I was looking for. The sales person came out with two stones that did not meet any of my requirements. I politely said I was pretty sure I wouldn't be interested and really didn't want to waste her time. She insisted the stones were "special" and I must look at them. So, I looked at the stones. I thought perhaps I would be surprised and like something a little different from my norm. Well, I wasn't happy with the color or clarity of either stone. I thanked her for her time, and as I got up to leave she said "Why don't you like them?" I said the stones were very nice (trying to be polite), but they had eye visible inclusions and were more tinted than I prefer. Then she said "You know, there's no way you can see color in that J stone, or any of the inclusions. It's an SI1. No one can see those inclusions with the naked eye." (Btw: I have no issue with J, SI1 stones. It just wasn't what I was looking for.) So, I nicely asked to see the one stone again and examined it (without a loupe). Then I asked her for a loupe. When she handed it to me, I told her it was for her. I pointed out several inclusions and asked her to verify them using the loupe. I was calm and polite throughout, but I just had to prove my point. No one should tell a customer what they are seeing, or what should please them. Needless to say, I will not be visiting that store again.
 

LadyMCh

Shiny_Rock
Premium
Joined
Jun 30, 2016
Messages
318
I loathe when someone tries to upsell me or asks for my husband. The most recent time this happened was buying my car. I wanted a certain model and the salesperson kept insisting I would want a higher end model. I basically had to be like, "Look, I've been researching for weeks and can already tell I know more about this vehicle than you do. I'm not buying XYZ and am NOT interested in any of those extra features. I won't use them. Stop wasting our time." Or when they ask for my husband or say I should talk to him about it, "Why? I'm the decision-maker, and he'll tell you that. If you want to make a sale, you've got to sell me. I can assure you he doesn't give a $#!+."
The other thing that annoys me is the "stalking" another poster mentioned. We recently changed our pest prevention company because the guy who came to spray from our initial company was creepy/leery. Well, the new company is driving me nuts with texts and calls to take surveys, let them know how they're doing, schedule my free XYZ, etc. Just leave me alone and do your job of spraying around my house for creepy crawlers! It doesn't feel like customer service. It feels like harassment! Gah!
 

missy

Super_Ideal_Rock
Premium
Joined
Jun 8, 2008
Messages
27,400
I loathe when someone tries to upsell me or asks for my husband.
Wow I cannot (no I can) believe this still happens. Unfreaking believable. In this day and age. We have so far to go on so many levels. SMH.

That would piss me off so much that I would absolutely not purchase from them ever. And have a chat with the owner/manager/whoever is in charge and let them know why.
 

CSpan

Shiny_Rock
Joined
Mar 7, 2016
Messages
198
I 2nd, 3rd, and 4th the comments on posting prices online. IG is a direct to customer channel. Let your customers know. I hate asking, I might as be posting "my range is $2.20 to 4.60" can I afford this?

For what it is worth I have bought my last 3 cars via an online car pricing service. AAA and USAA have them. You find what you want online, features, color etc, and then they send you who to contact at a dealership that has the car. With both (and I believe most credit unions) they can't charge x amount over invoice.

Not to say they won't try and upsell or offer you an option you hadn't thought of. Funny story, I used to tune cars and race so I knew a fair amount about engines and had some contacts in the industry. I went with a friend, tiny blonde, baby face, to buy a car. They saw us coming and thought "easy day." After an hour of the salesman not being able to answer any of my questions I dropped an industry name, he excused himself fast. I overheard him tell his manager "we can't mess with that one she know xxxx." It was to say the least gratifying. Even if I don't know I research the crap outta things and have an excellent resting skeptical face.
 

Daisys and Diamonds

Brilliant_Rock
Joined
Apr 30, 2019
Messages
1,762
Wow I cannot (no I can) believe this still happens. Unfreaking believable. In this day and age. We have so far to go on so many levels. SMH.

That would piss me off so much that I would absolutely not purchase from them ever. And have a chat with the owner/manager/whoever is in charge and let them know why.
if i can shear a similar story but from the other side of the counter
one weekend i had a very old man ask me for gibb (dry wall) nails
i showed him the bag of plasterboard clouts - he asked for a smaller sized bag. i said we don't do smaller and nowdays almost everyone uses gibb screws.

90% of my customers were trade through the week but at the weekend we got DIY

anyway he did not beleave me
btw i ordered the fixings ( nails and the screws etc) and for that matter the dry wall plaster and related products and its not common trade practice to use nails because they pop out durring earthquakes so are not up to code any longer

anyway anyway about 5 min latter the nice young lad fresh out of high school, been working out in the timber yard for 4 days came and asked me about gib nails

i have tons of patience with the public, i have won many a grumpy customer over but i almost lost the plot and i swear there was steam comming out of my ears because it was that old man asking
and i knew it was because i was a female and the young lad was a male
i actually snapped (i never snap) like i have already told you we have small packets of gibb screws - no one uses nails any longer

yes, i may not know how to built a house- that was never my job - serving the contractors, my job was to sourse all the products they needed to built a house. its not like i was telling the old fart lies

i had to go sit in the smoko room for 10 min and have a cold glass of water

thanks for the overdue vent
 

NightOwlInCanada

Rough_Rock
Joined
Dec 5, 2017
Messages
37
Well, speaking from a vendor's point of view, and our own situation, we have a liquidation sale on that will probably last a few years at least. My husband was a wholesale supplier to jewelers, and he is reaching retirement age. Because he was a supplier, we have a very large inventory. Being a "mom and pop" shop, we only have the time to list so many items at a time, so it will take us awhile to list, release and sell everything. That being said, in our case, we are accredited by the Better Business Bureau, so I guess that helps people with the trust issue.

I can't speak for other vendors. Every situation is different, as it is in life. I would just recommend researching each specific situation that you come across.

I hope that helps?
OMG I'm in love with this sapphire!
 

pristine

Rough_Rock
Trade
Joined
Feb 17, 2013
Messages
40
OMG I'm in love with this sapphire!
Thank you! =)2 I see that we need better photos in the listing. The video shows it very well.
 
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pristine

Rough_Rock
Trade
Joined
Feb 17, 2013
Messages
40
OMG I'm in love with this sapphire!
ps. New and improved photos being posted at this moment.
 

Mamabean

Ideal_Rock
Joined
Mar 31, 2018
Messages
5,107
I hate the whole 'ask me to tell you the price!' routine. If you don't put a price on something, it says to me that it's one price for me, and a different one for somebody else. I hate that. And perpetually asking for prices is a bore - both for me and for the vendor. And, according to a different thread recently on this board, it's also a good way to get yourself blocked by a bad tempered vendor!
I agree @mrs_b I may want to know about an item but if it says message me for dibs and deets I pass it over..
 

Austina

Ideal_Rock
Premium
Joined
Feb 24, 2017
Messages
3,408
I’d forgotten about the time the garage delivered a new car, and the guy said, there’s a bunch of flowers in the back for you. I asked him why, and he said because the car was obviously your husband’s choice. I told him I’d give the flowers to my husband, as the car was most definitely my choice :roll:
 

mrs-b

Ideal_Rock
Premium
Joined
Aug 18, 2013
Messages
6,102
I’d forgotten about the time the garage delivered a new car, and the guy said, there’s a bunch of flowers in the back for you. I asked him why, and he said because the car was obviously your husband’s choice. I told him I’d give the flowers to my husband, as the car was most definitely my choice :roll:
YES!! Sales - with a good dose of sexism thrown in for free! Always so appreciated. :confused2:
 

GlitterInMyHair

Shiny_Rock
Joined
Mar 16, 2018
Messages
365
I really dislike "DM for price", as others have stated.

And I don't understand why IG sellers do it. It just takes 1 buyer. So why answer 100 DMs about price from onlookers, when you can answer 10 DMs from genuinely interested buyers?
 

Mamabean

Ideal_Rock
Joined
Mar 31, 2018
Messages
5,107
I’d forgotten about the time the garage delivered a new car, and the guy said, there’s a bunch of flowers in the back for you. I asked him why, and he said because the car was obviously your husband’s choice. I told him I’d give the flowers to my husband, as the car was most definitely my choice :roll:
Omg...That makes me crazy...When I bought my car recently he asked my husband how he wanted to pay for MY car. I pulled out the checkbook and told him it was my car and I was paying. My husband laughed but the guy turned red.
 

Wink

Ideal_Rock
Trade
Joined
May 3, 2001
Messages
7,357
This is a conundrum for us! :oops2:

We have a consultancy style approach. Since nobody is on commission here we take on the role of customer advocate. So our 'selling' is geared to making sure the customer is fully informed about our products, services and policies, and that we gather all the info from the customer necessary to recommend the right product for that particular customer.

But since every diamond is unique and since our inventory is available for sale 24/7, we often have customers who are considering a given stone only to find it sold to someone else. So, at a certain point a consultant may give a customer a heads up that someone else is seriously considering the same diamond, or the diamond is in a couple of shopping carts, or that the diamond has been viewed a lot. This could sound "salesy". On the other hand, we have had customers who have lost out on a diamond tell us 'you should have TOLD me that someone else was looking at that diamond!".

So it's a bit of a no-win situation. I'd be interested to hear thoughts on this dilemma...
We have the identical conundrum. I’m following the suggestions being made. Thank you, all.

Wink
 

SMGB

Rough_Rock
Joined
Nov 9, 2008
Messages
27
I had a mattress salesman at the Texas State Fair go on a tangent how he was straight commission, and how difficult it was to get proof of his income for a home loan :confused: I was like.....uh, dude..... I just want to know about latex and hybrid mattresses. It feels like a "sales-at-any-cost" approach, I have to research things like crazy before I pull the trigger on anything. I don't do impulse. Anyone trying to push for a same-day sale, pushes me right out the door.
Just for the record, I have a natural latex mattress and love it lol!
 

SMGB

Rough_Rock
Joined
Nov 9, 2008
Messages
27
I loathe telemarketing calls. At all hours. Infuriating. And it's not just limited to our landlines. However it's mostly on the landlines. My dh doesn't want to give up our land lines though so we are stuck. I never answer the phone if I don't recognize the number. I am just over dealing with telemarketers. And they are always so freaking annoying too. I say excuse me please remove us from your calling list and they keep talking. So I hang up. Yes even for police charities etc. Really makes me angry. Don't freaking call my home ever again. I don't say that but I think it. I do say remove us from your call list please and then I hang up because inevitably they just keep talking. And when they call in the evening I really get pissed. I am awake before 4AM and do not call me at 8:30 PM or I will come to your home and hurt you. Not really but we do have the ringer off in the bedroom now since we got a few late calls.

Yup telemarketing phone calls and telemarketers in general get me pretty heated.



jerrytelemarketers.gif


What I also don't like is if the price is not listed as on IG etc. and I have to ask about a price. I do not care for that. Don't waste my time and I prefer not to waste yours. I prefer to see the price beforehand so I can know if it is within my realm of possibility and if not no one's time is wasted by needless questions if you kwim. That is an annoying sales tactic I could do without.
I had a telemarketer call me every hour on the hour from 8 am to 9 pm every single day. I would answer and not give them the chance to talk but tell them to remove my number from the call list and they would still call. The last time I told the lady they call every hour every day. She said no, I show that we have never called. I firmly told her that you call, I can prove it and you have been instructed to remove my number. This has now turned into harassment and stalking and the app on my phone can pinpoint exactly where and what number you’re calling from and after I file charges against you and your company, you’re going to be looking for another job! I guess I got thru to her because the robocalls really slowed down.
 

ac117

Ideal_Rock
Premium
Joined
Apr 28, 2014
Messages
3,645
This is a conundrum for us! :oops2:

We have a consultancy style approach. Since nobody is on commission here we take on the role of customer advocate. So our 'selling' is geared to making sure the customer is fully informed about our products, services and policies, and that we gather all the info from the customer necessary to recommend the right product for that particular customer.

But since every diamond is unique and since our inventory is available for sale 24/7, we often have customers who are considering a given stone only to find it sold to someone else. So, at a certain point a consultant may give a customer a heads up that someone else is seriously considering the same diamond, or the diamond is in a couple of shopping carts, or that the diamond has been viewed a lot. This could sound "salesy". On the other hand, we have had customers who have lost out on a diamond tell us 'you should have TOLD me that someone else was looking at that diamond!".

So it's a bit of a no-win situation. I'd be interested to hear thoughts on this dilemma...
We have the identical conundrum. I’m following the suggestions being made. Thank you, all.

Wink
I could definitely see how either approach could be a no-win situation - sometimes you just cannot please everyone because people truly vary! The one thought that came to mind when reading this (and I remember seeing it on a website fairly recently but I just don't remember which), would be a feature on each diamond's page saying "# shoppers have this diamond in their cart" and/or "# shoppers have viewed this diamond today." This would take the place of a rep telling their customers when someone else is interested and puts the onus on the customer to judge the demand of that particular stone so they pull the trigger (or not). I'm not sure how easy this would be to build out or if it would mitigate any of possible unfavorable outcomes but just a possible suggestion. =)2
 

JJB.Terry

Rough_Rock
Trade
Joined
Oct 15, 2019
Messages
9
This is a conundrum for us! :oops2:

We have a consultancy style approach. Since nobody is on commission here we take on the role of customer advocate. So our 'selling' is geared to making sure the customer is fully informed about our products, services and policies, and that we gather all the info from the customer necessary to recommend the right product for that particular customer.

But since every diamond is unique and since our inventory is available for sale 24/7, we often have customers who are considering a given stone only to find it sold to someone else. So, at a certain point a consultant may give a customer a heads up that someone else is seriously considering the same diamond, or the diamond is in a couple of shopping carts, or that the diamond has been viewed a lot. This could sound "salesy". On the other hand, we have had customers who have lost out on a diamond tell us 'you should have TOLD me that someone else was looking at that diamond!".

So it's a bit of a no-win situation. I'd be interested to hear thoughts on this dilemma...
I find Honesty works!
1. Customer “Is the item still available?”
Me: “Yes” or “Yes” but I have a couple of others ask about it as well but no commitment yet (this doesn’t sound pushy just stating the numbers of inquiries and not going beyond that)
2. Me: “Yes” only the customer inquiring
3. Me “Tentatively sold” no payment yet, if it falls through would you like me to notify you? They have until xx time to commit.
I think it is reasonable for a vendor to provide a deadline of payment commitment or the item is released for sale again. I don’t want the issue of 5 payments coming through and refunding making customers angry so there is a reasonable hold period for the transaction to happen.
 
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Mamabean

Ideal_Rock
Joined
Mar 31, 2018
Messages
5,107
Thank goodness I have not had any salesperson ask to speak to my husband. I will admit, however, that I'm probably not helping the cause. My favorite excuse to politely turn down a large purchase is to say, "Let me check with my husband!"
Haha @JPie I will sometimes say, “I’ll discuss it with my husband.” That's usually if I want more time to think it over. I usually make the decisions because he’s always traveling on business. It’s usually the older salespeople that say that..and I’m not young. The young salespeople usually don’t make those kinds of comments. I was surprised because this guy was young enough to blush!
 
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JPie

Ideal_Rock
Premium
Joined
Feb 12, 2018
Messages
2,246
Haha @JPie I will sometimes say, “I’ll discuss it with my husband.” That's usually if I want more time to think it over. I usually make the decisions because he’s always traveling on business. It’s usually the older salespeople that say that..and I’m not young. The young salespeople usually don’t make those kinds of comments. I was surprised because this guy was young enough to blush!
It’s kind of nice that young folks have generally learned better!
 

mrs-b

Ideal_Rock
Premium
Joined
Aug 18, 2013
Messages
6,102
@JPie and @Mamabean -

I remember trying to get a quote for a new driveway back when I lived in Australia. The gentleman I spoke to said my husband would need to be present. I'm sorry - what?? He assured me - his company would only do quotes if both parties were present (by which I'm sure he meant if the man was present, given that I can't imagine them telling a man he could't have a quote if his wife wasn't there!).

After arguing about this and telling him my husband would need to use a day's annual leave, but given he was the only concreter I could reach, I agreed.

Of course, we sat around all day and he never came. I swear, I would have punched him on the nose if I'd run into him at a later time. He took 5% of my husband's annual leave - stole it needlessly - and just threw it away.

Re the whole 'checking with my husband' thing - I used to do that, but then I realized it was that approach that made salesmen assume female shoppers had to have a man present to make a purchase, and that I was just perpetuating a problem that made it harder for all of us. Now, if I don't want something, I look the sales person in the eye, take my balls in my hand and say....

"No."

Problem solved.
 
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