This is a real conversation held with a clothing catalog company over the phone last week.
Stupid Sales Guy (SSG): We have 3 pairs of pants for you today, Miss McBride. Did you know that today for just $6.95 a month you can get rejuvenating eye cream that will improve appearance and take years off your face? This amazing anti-aging cream sells in stores for over $100. But with your purchase of $6.95 today, plus $15 for shipping and handling...."
Me: No, thank you. I don't need any anti-aging cream.
SSG: Well, maam, we can all use a little something to turn back the years. This miracle cream...
Me: Sir, i have the face of a 14 yr old. I really don't need anti aging cream.
SSG: Well, maam, you may say that now, but its never too soon to start. You will see the effects start immediately.
Me: Trust me, I really don't want anti-aging cream
SSG: (very annoyed with me) Well then today for just $49.95 you can get the sweater on page 46 to go with your charcoal pants.
Me: No thank you. I ordered what I want!(But glancing through catalog to page 46 anyway) I'm going to Miami. I don't need a boiled wool sweater.
SSG: Well if you will just look at page 3, there is a lovely red...
Me: (interrupting rudely, getting very irritated): What's my total?
SSG: (ignoring everything i say) Its fitted, with frog clasp...
Me: (very loudly): What is my total?
Silence
Me: (very loudly): What is my total?
SSG: $160
Me: Wow, that is $40 too much. What did you add on?
SSG: I see you have ordered 3 pairs of pants, and today for just $39.99 you can have a lovely handbag from a top french designer.
Um... did I say anything about wanting a lovely handbag from a top french designer? UH NO>
Me: Sir, I'm going to cancel this order if you don't knock it off right now. No handbag, no sweaters, no creams. Just my real total.
Silence. Irritated grunts.
SSG: $120
Me: Thanks, that's better
SSG: Bye
Me: Oh, no not yet. You didn't ask what kind of shipping I want. I want express. Add that in and give me my total.
Another prolonged irritated silence.
SSG: Express shipping has been added. Goodbye.
No total, no "thank you for shopping with us," no "your package will arrive on Wednesday", NADA. After such an experience, I will NEVER shop with this company again. I realize that the SSG was only doing what he's paid to do, and its not such a bad marketing trick to suggest matching clothing for items the customer has purchased. But come on! Only one offer is enough. To keep pushing it, and to not take no for an answer, it going way too far. And then to try and slide things in on the total is just plain wrong. If my package ever arrives, if there is one item in there that I did not expressly order, I will be calling this company back with 'a piece of my mind.'
Stupid sales GUYS?...You have to know that there is a world of difference between a telephone order taker and a real professional sales person. Telephone order takers have to work in a script, and have to spew anything that they are told. A sales professional will offer a suggestion, only after performing a true needs assessment.
ReplyDeleteThank you for your order today, and by the way, we have a few really awesome handbags that would go perfect with those pants you just ordered, take a look at page 14 to see them and they are on sale today! Most people who order those same pants, also like to get the handbag to go with them......
See the difference?
You would have bought the handbag, sweater and facial cream from me. Want to know why?
2 reasons...
1- I am Very Good.
2- You like to shop.
But then again no matter what the contributing factors are,it usually is always the sales persons fault.
First of all, Anonymous, I know exactly who you are. :-) Don't think signing your name as Anonymous is going to hide your identity. You've managed to sell me on other things (such as hand grenades and aliens)so I don't doubt you could sell me something else. Second, I completely agree. Your approach probably would have sold me at least the matching sweater. But come on- I'll never buy anti-aging cream! Not until I at least pass for 21 anyway.
ReplyDeleteThis comment has been removed by a blog administrator.
ReplyDeleteExactly how much does it cost to send "A piece of your mind" via postage?
ReplyDeleteBen O.
First of all...I am not me, so you don't know who I am. So your counter -stalker- super secret- spy thing will not reveal my true identify...perhaps I have stolen this IP.
ReplyDeleteJules- I accidentally removed your previous comment. Feel free to repost said comments. I think Anonymous may be itching for a blog war. Not that I know who Anonymous is or care what he thinks. After all, he's just an SSG.
ReplyDeleteI disagree J! I think Anonymous' approach could have possibly worked on me. But then again, maybe not. I still don't need a handbag, sweater, or antiaging cream. But at least I wouldn't have hated him or the company at the end of the phone call. The real SSG not only didn't make the sale with me, he lost his company a life long customer (actually 2- since you used to be a life long customer of theirs too).
ReplyDelete