currys sales tactics

[meekmeek]

FIVES is not the brainwashing darren brown thing everyone thinks it is . fives if used properly without the store management involved is a shortcut questioning process to find out what is needed and what the customer prefers etc

 

its when the management get involved is where the pressure selling begins having 50% targets for specific items rather then a monetary target or a profit target

 

i have seen staff with customers buying a computer for photography avoid talking about photoshop/printers/cameras as it take to long

but at same time seem addiment that the customer needs norton and office spending 15 minutes counter objecting customers arguments

 

this is not a FIVES thing its a manager do it or get disciplined thing

 

now anyone looking to have your coputer serviced and repaired prepare for the 'know how' robotic chatter which should improve new staffs questioning but watch out for their techfriend push and objection overcoming as its a target

[citizenB]

Pardon !!

[meekmeek]

imagine it fresh from secondary school or college guy gets a job at currys gets approached by a customer who wants a laptop

the guy has had no training at all so offers the customer a hp laptop as its a well known brand

 

now imagine he has had the fives training he would know to ask what the customer will use it for what brand the customer prefers and if they had a old one before would know what things to ensure it has and what things to avoid

 

eg customer having previous bad experience with a HP or knowing the customers would like a pink lid and a webcam built in because the lastone broke as they tripped over the cord of the external plug in webcam of old laptop

 

so fives is better IF USED CORRECTLY

 

but having manager specific targets on specific products and a timescale to achieve it in is where the problems arrise

 

imagine it if it happened at a car showroom the sales guy is targeted to sell a specific brand of alloy wheels with the car and a neon spoiler

 

an old couple come in wanting a bog standard car will the sales guy ask if the customer wanted an enhanced speaker for the satnav as old age has affected his hearing or tell him about the extra grip the alloys tyres will give him and how the spoiler will help the air flow of car to control it better

 

sales guys should not be set specific product targets but just a sales and profit target who knows by not talking about the alloys and spoiler may actually have got the old guy to trust the salesman enough to of taken the extra speaker support for satnav

the first aid and cold weather emergency kits and the disability aided/assisted automatic door opening mechanism for his disabled wife which the sales guy would have learned if given the time to ask the FIVES questions and not rush into the alloy - spoiler chatter

 

so many times more money can be made just asking the customer what they like why they like it if they experienced something similar before what theyd change or keep

 

yes i personally hate going into stores and hear the same what brings you to us today which i like to reply with

a flying pig superman my feet my car the smell of the carpet

depending on my mood

 

but knowing the employees are mostly fresh out of school FIVES is better then 'um i dunno' as everyone remembers dixons staff saying while they spend 10 minutes finding someone else to answer questions

 

its the managers who get involved that ruin the sales training by filling up the sales guys time trying to get customers to take norton and office and watever happens and not realising my first posts customer was a keen photographer who would have happily spent £360 extra on the photoshop CS3 which would have actually made more money then office and norton and watever happens combined

 

and the customer would have felt more trust that the sales guy met their needs and actually listened to desires and wishes

 

again a dixons failing to release a new training scheme then have it squeezed between timescales and specific targets makes its impact less noticable

 

as part of their mystery shop target they have to say what brings you to currys

 

grrr

 

get rid of targets and just concentrate on the meeting customers needs

 

this would reduce complaints and refunds

 

this post is aimed at the staff so they can try to help the customers that complain on here and also to the customers to understand the norton and office begging you to buy speach is not a FIVES thing so blame the store not the £5 million FIVES training

[labrat]

isnt there a huge thread on fives already?