I love to shop! Not because I like buying things but because I love to watch how the retail environment works. I love to see good customer service practices and I also watch how customers react differently to poorly skilled salespeople compared to highly skilled sales professionals.

Case Study

This weekend my wife and I went shopping for a suit. I'd purchased a sport coat from this store several months ago so we expected to get good service and professional assistance. Instead, we were greeted by a very young and inexperienced salesman who simply pointed us to the rack of suits in my size.

As we looked through the hundreds of styles, fabrics and colors, my wife became frustrated with the lack of input and began asking questions. She wanted to know what styles and colors were best and what suits fit me appropriately. When it appeared that the young man was not capable, she looked around the store and found the salesperson who helped us the last time.

Immediately we were taken to a different set of suits at the back of the store. We'd been looking through the "regular" suits when we should have been looking at the "tall" suits. On the way our sales professional inquired about the purpose for the suit and then pulled two suits from the rack and had me try them on. During the presentation he used comments and questions like:

"How does the fabric feel?"
"That is a very elegant color."
"Let me show you how this suit jacket works with other colors in your wardrobe."

I was also amazed at the style with which this man handled the clothes. He used his hands to present the cut of the fabric and, with a well rehearsed twist of the wrist, was able to present a tie and shirt combination to match the suit. It was actually artistic! Had he not been around to help us, we probably would have left and bought the suit elsewhere.

What about you?

Does your dealership put salespeople in front of customers without the proper product knowledge or presentation skills? Is your excuse that you just don't have the time to train them? Let us help!

Contact us to set up a consultation or enroll your dealership in our self paced training courses right now!