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I'd like to pay you more money for a worse product and less stuff with it please

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  • I'd like to pay you more money for a worse product and less stuff with it please

    I sell electronic stuff. Mostly my job is to help the customer find what they want and then try to make the sale as profitable as possible by offering them extras - this is how my performance is measured. I have a few tools at my disposal including special offers and outright discounts and although I can’t get away with doing it very often there are ways I can combine offers, discounts and coupons to effectively get you extra stuff for free and sometimes (because I can make it look like you’ve bought all the available extras rather than just been given them) I can use this as an excuse to discount the price of the item so not only do you get free extra stuff but it costs you less than if I hadn’t given you the free stuff.

    Mostly I save this for cash strapped young families who are struggling to get the best white goods they can afford in the hope that they don’t end up with something that breaks after 18 months. It makes me look pretty good too since all of a sudden all these extras turn up on my figures - the reason I have to save it for 'special' customers rather than doing it all the time is that I have to keep my discounts under a certain threshold and put as much money through the system as possible. This time though I offered it to a really friendly guy who desperately seemed to want to rip himself off and get the worst possible deal.


    VOB - Very odd bloke.
    Me - Confused sales assistant.

    VOB: Hi I reserved this {very well known tablet} online.

    Me: No problem, if you’d like to take a seat I’ll get your order pulled from the warehouse. Before we do this though I just want to check you know this is a {very well known tablet} not a {very well known tablet 2}? They are up for preorder for the same price and they come out in a couple of weeks. You’re not expecting a {very well known tablet 2} are you?

    VOB: Yeah I saw those and they’re a lot better but I don’t want to pay any more than this to be honest.

    Me: That’s fair enough but they’re the same price so you wouldn’t be paying any more, or if you prefer a {very well known tablet} then the price will be very likely to drop around two weeks from now as the new ones come out so it might be worth waiting.

    VOB: Hmm, I think I’ll just take this one thanks.

    Me: As long as you know the score and you’re happy...

    *calls warehouse*

    Me: Right do you want anything with this? We can subsidise any software or accessories when you get a tablet and since you want something that I think is quite frankly overpriced at this moment in time then I will do my best to get a good discount on anything you want.

    VOB: No, just the tablet thanks. *smiles beatifically* I want a case but I’ll just get a cheap one from {online bookshop}, you guys are quite expensive.

    Me: Well if wanted an expensive case I would offer you a reduction but if you only want a budget one I could get you one for free. Getting case and a tablet together means I can generate a ticket for £20 store credit from a different offer so I can use that to give you a year’s subscription to a cloud service which will effectively triple your storage capacity and because we have a deal on that I can then give you this android anti-theft software. Depending on how you want to play this I could also either offer you a half price warranty for 2 years if you wanted one anyway or I could give you a few months of free cover and if you go for either of those (even the free one) then I could look at getting the tablet set up for free and get all of your free software installed or get some money taken off the total so it will be even cheaper than the ticket price. All in all that will be about £40 - £60 worth of free stuff and money off.

    VOB: Err... No thanks, none of that.

    Me: You don’t want a free case?

    VOB: Err... no thanks.

    Me: Or the free software and the money off?

    VOB: Err... no. I’ll just take it as it is.

    Me: I’m really sorry to be going over this again, I feel like I’m giving you the hard sell here but I’m really trying to help you. Do you really want the old tablet for the same price as the new one?

    VOB: Yes please.

    Me: And you don’t want anything free with it, any extra cover or any money off? Can I just stress that I am trying to give you stuff because I feel bad that my company hasn’t knocked the price down yet.

    VOB: Yup, that’s really kind of you and thanks for checking but I’m fine as things are. Only thing is, I know it’s a bit forward to ask, but can you do any deal or discount on this?

    Me: You mean any deal or offer aside from a free case, free cloud storage, store credit, free set up, free warranty or money off?

    VOB: Yes, if you can do anything.

    Me: I think I’ve already tried to offer you pretty much everything there aside from my firstborn child. There really is nothing else I can think to offer you. Did you have anything specific in mind?

    VOB: Not sure really. Oh well, doesn’t hurt to ask. Can I pay you please?

    Me:

  • #2
    Erm, wow, ok.

    In the customer's defense though, he may have thought there was a catch coming, a sort of "too good to be true" thing going on and you had him thoroughly confused.

    Either that or he was there on behalf of his overpowering wife who sent him out with strict instructions to go from point A to point B without passing Go and he was scared to death that he'd do something wrong.
    The customer is always right until I decide he isn't.

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    • #3
      He probably wanted a cheaper price on the tablet itself, and none of the (really good) extras.
      When you start at zero, everything's progress.

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      • #4
        ^ That's what I'd want, too.
        "Is it hot in here to you? It's very warm, isn't it?"--Nero, probably

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        • #5
          Quoth Ahbugger View Post
          You mean any deal or offer aside from a free case, free cloud storage, store credit, free set up, free warranty or money off?
          What else IS there?

          A very odd bloke indeed. Gonna have to go with CiM's explanation; probably thought "too good to be true."

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          • #6
            Maybe he was planning on using the tablet for something other than using it, like blending it? O.o that's all I can think of.
            "...Muhuh? *blink-blink* >_O *roll over* ZZZzzz......"

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            • #7
              Some people think that any conversation from a salesperson is to sell them something they 'know' they don't need. I'll sometimes get customers who don't have a loyalty card, and vehemently do not want me to use the store one. I don't know if they think I'm trying to get them to sign up for a credit card or what...even if I say they'll get money off, the answer is still no. Typical conversation with one SC:
              "Do you have a Store card?" [we have to ask everyone]
              "No thanks, I don't want one and I pay with cash. And I don't want you to put a card in!" (newbie at the next register: )
              "OK, OK, I won't if you really don't want me to."

              I once got a customer using a raincheck who was adamant that we override the current sale price...even though the item was on sale that week for cheaper (raincheck was 2/$6; current week's sale was 2/$5). OK, if you actually want to pay more just so you can use your coupon that never expires go right ahead
              "I am quite confident that I do exist."
              "Excuse me, I'm making perfect sense. You're just not keeping up." The Doctor

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