smarmy or not?

[Rockabilly Spike]

As ya may well be aware, I work at Currys.

our head offices at Dixons Stores group have decided we all need re-training in how to sell in the 21st century, so have sent all our managers on this new scheme thing. then one store gets an 'ambassador' to go do 3 days training to pass it on to everyone else
cut the story short...
So now, instead of our opening line to a customer or potential customer being along the lines of "morning?/alright?/dya need any help?/what can we do for you?" etc, because people have a pre-programmed response along the lines of "Just browsing/am alright/just looking today", it now MUST be
"So what brings you into the store today?"

I honestly dont know how I feel about this as an opener yet.

give me some feedback here folks, if someone said that as you walked into Currys/PC World how would you feel?
what would your automatic reply be?

its supposed to beat that pre-programmed response and engage the customer in a different way than they expected.
i wanna know how real people feel about this kinda approach rather than dixons employing people to train us up amongst ourselves doing role play.
cos am sure that where i live, if i asked someone that question i'm gonna get told to mind my own business, or worse.

honestly tho, joking aside cos I heard all the responses so far of "the bus/me car/the metro/i walked"

dya think its abit smarmy and a bit too personal or what?

how would you as a potential customer like to be treated in a big store like Currys or PC World?

[Raistlin]

My answer: <delivered deadpan> "My feet....."

Seriously, there's no need for this.

If you really must beat the 'pre-programmed response' you leave the customer alone as they come in, give them a few minutes, approach from a direction where they can see you approaching, and then say "Good morning, what sort of thing are you looking for today?". You'll probably get "nothing in particular, just looking", but it might give you a better opening relationship than what you had before.

TBH, the hard sell 'customer engagement' approach very rarely works in that sort of environment. Your best bet is to wait until the customer has engaged themselves and (by means of their non-verbal interaction with their immediate environment) signaled that they are at the point where they are in need of some additional assistance.

[Stuart]

I personally find that kind of salesmanship intrustive, and, TBH refuse to shop in places where I know it happens.

I remember a couple of years back, I was looking for a new phone. As a friend had just started working for Phones4U, I went in there (although not in his store). After a couple of minutes browsing, a salesman came by and offered the spiel (as above). I said I was alright and he left me. 2 minutes later, another came, got the same treatment and left. 2 minutes later yet another came. By this time, I was getting slightly angry with the interruptions, so, when, 2 minutes later, the 4th came, he got told to **** off and I stormed out the store. I will never, ever, even browse in Phones4U again.

Went into Carphone Warehouse, where I was looking at a phone. The salestaff waited for me to approach them. When I did (to ask if the phone I wanted was available), the lady actually said that , no, it wasn't, and , TBH if I wanted the same features, I would be better off waiting for that phone rather than buying any others.

I like to be left alone until I decide I wish to purchase something.

[Kymmy]

Very american style greeting...

Personally I just say "If I need you you'll know" and then go look at what I came in for.....

But sometimes you get one that'll hang around so I just ask a techy question to which I normally get a blank stare, and then usher them off to go find out what the answer is...

Kymmy

[Charlie_Bubble]

You're right, it's a smarmy approach and probably won't work. British people like to look about at things and approach a salesman when they've found a few items that match their spec. It would be a much better approach to train the salesmen to learn more about products, specialise in a few different types and then when you see people looking at a certain product for a few minutes, approach and engage in a "natural" conversation about the products they are looking at, possible alternatives etc.

I'll tell you what does put people off in shops like Dixons/Currys is when you are asked the same question more than once by different sales peope and also when you've found the product you want, but there's (a) no salesman about, or (b) the sales people are huddled together chatting about personal stuff and nobody is bothered about looking to see if customers need help. I've had b happen once in Dixons several years ago and Currys a couple of years ago.

Being a salesman in a shop like currys is a specialised field and I think too many chains overlook it and give you the approach that they are now. It doesn't enage customers. What does, is a knowledgable salesman, who approaches you when you are ready to find out more about the items and doesn't make you feel like he's pressuring you into a sale, but wants you to buy the best product for you.

[peanut]

Originally Posted by Rob M

My answer: <delivered deadpan> "My feet....."

Seriously, there's no need for this.

That was the first response that came straight into my head as well.

I reckon if I get asked that once, I'd be polite and say just browsing or something as usual, but if I get asked twice or more in one visit then it'll be way too smarmy or patronising for me, I'd might up end saying something that's not too polite.

I agree that with Stuart C, I'd rather be left alone till I need advice. But when you want advice or assistance can you get anyone to help....

The best line is always "if you need any assistance, just give us a shout....."

[Rockabilly Spike]

i spent 4 years selling PCs at an independent computer retailer that builds to order. I'm comptia A+ and N+ qualified but i couldnt find a job in the field cos at the moment i dont drive and couldnt afford to learn.

So I asked my boss at Currys to put me in charge of the PC area, unofficially as the store is too small to really designate area's to people, but I'm now the go to guy for enquiries about pcs and laptops etc.

[Halcyon]

We had to have something like that when I worked for Maplins. Hated it everytime.

I think as long as a sales person can be seen that is all it should be.

Customers are able to speak and can easily come up to a sales person if they need help.
I find it irritating when I am browsing and someone comes up to me.

It was even worse when a lot of sales people got comission on sales and would litterally throw themselves at you.

[Graham M]

I'm gonna try "My Feet" never time I go in Currys if they ask

[Kymmy]

Maplins used to be a great store, mainy electronic components and staff that new what components were.. Now it's mainly rubbish and staff that don't know a resistor from a capacitor

[Saaf_laandon_mo]

Originally Posted by peanutkp

That was the first response that came straight into my head as well.

I reckon if I get asked that once, I'd be polite and say just browsing or something as usual, but if I get asked twice or more in one visit then it'll be way too smarmy or patronising for me, I'd might up end saying something that's not too polite.

I agree that with Stuart C, I'd rather be left alone till I need advice. But when you want advice or assistance can you get anyone to help....

The best line is always "if you need any assistance, just give us a shout....."

When I used to work in retail (clothing) that used to be my line. And that was after the customer had been left alone for a while. I find any other opening line encourages a negative response.

I worked for an independent so there was no training programme or corporate scripts to learn.

As a customer there is nothing more annoying than a salesperson approaching me within a minute of entering the store.

[Vlad_Dracul]

Tell your bosses at DRG that they are barking up the wrong tree.

They probably imported that rubbish from the USA.

There is a fine balance to be struck when you are a customer service type in a store AND have to sell stuff. It isnt easy,it takes time and experience.

From my point of view I like staff to be available when required,knowledgeable and when i do decided to purchase,i want them to serve me in an efficient manner.

I dont actually mind a tentative enquiry such as the..need any help? kind of thing.

OK it sometimes brings an auto response such as just browsing..but people in need of help can then ask for it.

If you get a just browsing type of answer then the response should be...I'll be around if you need help..just ask .. etc

As for what brought you here today....my oh my...its just awefull.

[Kymmy]

The american approach though does work in certain areas, take cafes/food bars/low end restaurants.

In this country it's a waiter(ess) who asks you what you want, takes your order and then moves along. Where as in the states (and in other countries like SA) it's a "Hi I'm (NAME) and I'm your waiter today. Here's the menu's and whilst you take your time with them may I get you a drink?" They'll then when they come back suggest a special or two in a nice and friendly manner even remembering your name if you gave it to them.

The personal approach does work...but only in certain circumstances

Kymmy

[Halcyon]

Originally Posted by Kymmy

Maplins used to be a great store, mainy electronic components and staff that new what components were.. Now it's mainly rubbish and staff that don't know a resistor from a capacitor

Yeah I know what you mean. I remember one guy who was trying to sell the wrong CPU, and the wrong heatsink fan for a person's motherboard. I had to step in quickly.

I also witnessed an employee who had been with the firm for quite a few years sell a broken PC case and when I wanted to tell the customer about it, I was told to be quiet.
Very wrong indeed !
I didnt stay longer than 2 months in that place and was glad I left.

[KaySquirrel]

Originally Posted by peanutkp

That was the first response that came straight into my head as well.

I reckon if I get asked that once, I'd be polite and say just browsing or something as usual, but if I get asked twice or more in one visit then it'll be way too smarmy or patronising for me, I'd might up end saying something that's not too polite.

I agree that with Stuart C, I'd rather be left alone till I need advice. But when you want advice or assistance can you get anyone to help....

The best line is always "if you need any assistance, just give us a shout....."

Completely agree with the above. Although now that I know it's a missive from the higher-ups and not the fault of the Currys employee themselves, if I'm ever in there and someone uses that line on me, I will send a letter of complaint about it. If I wanted a sleazy pickup line, I would go to a bad neighbourhood, find a bar that had a half-burnt out, flickering neon sign, and go in and sit next to the guy least lightly to have bathed that week. I expect better than that kind of thing in a shop.

I lived with the North American way of handling customers, and I much prefer the UK approach. I like to get a nod, a wave or a simple greeting when I go into a store just so I know who to ask for help if need be, nothing more.

When I worked retail in a women's clothing store back home, my manager would walk in and ask me why I wasn't talking to customers. Well, that one is just browsing, that one is looking for a summer dress, so that's why she's in the dress section I pointed her towards, and that uncomfortable-looking man is standing there while he waits for his wife to try a few things on -- and she's in the changing room. What else am I supposed to talk to them for?!

Originally Posted by Kymmy

The american approach though does work in certain areas, take cafes/food bars/low end restaurants.

In this country it's a waiter(ess) who asks you what you want, takes your order and then moves along. Where as in the states (and in other countries like SA) it's a "Hi I'm (NAME) and I'm your waiter today. Here's the menu's and whilst you take your time with them may I get you a drink?" They'll then when they come back suggest a special or two in a nice and friendly manner even remembering your name if you gave it to them.

The personal approach does work...but only in certain circumstances

Kymmy

I notice this approach is becoming more popular here, too. I quite like it. Being in a restaurant pretty much guarantees that you are going to get a drink and/or food, so it doesn't feel like they're trying to convince you to get anything you didn't already want.

Whereas in shops, if I was just in there to browse, no attempt to make a sale is going to change that. If I know I want a modem and know that I will be coming home with the one I like the most, that probably won't change, either. I feel that the job of a salesperson is to help me buy the item that suits my needs the most -- not to convince me to buy the item to begin with, as I am the only judge of what I do and do not need or want. Maybe most shoppers aren't like me, though..