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Can I help you? Why retail customers always say No

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Re: Can I help you? Why retail customers always say No

#61

Post by ronaldx »

dwc wrote: post #54
jhaywood wrote: post #49

Earlier quoted context omitted.

As a non-commissioned retail salesperson in a previous life, giving honest and helpful recommendations and trying not to annoy people that don't need help, was the only pride to be found in that work. Not everybody is an introvert, and some people do want help but are too afraid to ask. Although I suspect that for each of those there are three people that would just like to shop on their own. It's also important to n…

I don't normally want any assistance, except when I do, and then I do. The generic phrases "Can I help you?" or "Can I help you find something?" are perfectly fine, contrary to the article. These are standard prompts to which I give standard replies. Much, much worse is "Are you after pants or tops today?" which is the worst kind of sleazeball sales opener. Now I'm on guard, preparing to either fend off a hard sell o…

Yep: there's no better strategy to kill my interest in buying from you.

Re: Can I help you? Why retail customers always say No

#62

Post by kmtrowbr »

breadbox wrote: post #55
kmtrowbr wrote: post #43

Earlier quoted context omitted.

They do but throw away any feelings of compulsion to buy things to make the salesperson happy. And if you don't like them or find them helpful, totally just walk away or say: "Thanks for your help, but I am going to look on my own now." It's not a personal relationship and (basic human decency aside) you have no need to please them. But don't categorically reject all salespeople. Maybe go to better stores where there…

It's not a matter of wanting to please someone. It's a matter of not having to deal with someone who's attempting to push the envelope of polite social interaction with a sales pitch. Even a low pressure sales pitch gets on my nerves. Not because it's going to work (quite the opposite).

I understand, sometimes they are just obnoxious and that's just not how you want to shop. I definitely see what you are saying.

I think this is why online shopping has been so successful. Amazon reviews are actually a great way of figuring out what is good and what is bad, in a totally objective way.

You don't have offend or say yes or no to anyone.

Re: Can I help you? Why retail customers always say No

#63

Post by swalkergibson »

jiggy2011 wrote: post #7

I always feel that if I answer "yes" to "can I help you?" it implies that was just randomly bumbling around the shop like a lost idiot, too incompetent even to ask for help.

This happens to me constantly. I aimlessly wander around the store muttering to myself, "Doesn't anyone work here???" Especially prevalent in big-box situations. Ordinarily, I am delighted when I am approached by an actual human being.

Re: Can I help you? Why retail customers always say No

#65

Post by jff »

city41 wrote: post #32

I'm rather introverted and I very much don't want help from employees in stores. So much so that stores lose sales from me, and I wonder how many sales across the board stores are losing. The other day I went into an Apple store to consider getting an iPad Mini. I was immediately approached by an employee who very eagerly wanted to show me how light it is, how beautiful the screen is, etc. I told him I really just wa…

I've considered just answering with "fuck off" whenever somebody comes up to me unasked, but I'm just not rude enough.

Re: Can I help you? Why retail customers always say No

#66

Post by btilly »

ambiate wrote: post #44
qeorge wrote: post #34

Earlier quoted context omitted.

I have the same goals as you (find the stuff I want, pay for it, and get out), but that's why I seek out the salespeople! I feel that assistants aren't really there to help me; they're there to maximize profits for their employer. Help me find these employees! I joke, but seriously - I usually get great recommendations from the staff, often brutally honest. I find people don't give flippant recommendations, as its a…

I went to Sears two days ago for a brake inspection. The guy quoted $700. He pulled me off to the side and said, 'buy the parts for $100 and we will charge $300 for labor. Quote around for better prices, or you might be able to do the labor yourself, so, give that a try too and just bring it in if all else fails.' My memorial day weekend is going to consist of attempting these repairs, but thanks to him, I may become…

The cynic in me says that he's hoping you'll screw it up worse so that they can charge more to fix what you broke in the process.

Re: Can I help you? Why retail customers always say No

#67

Post by mikestew »

ambiate wrote: post #44
qeorge wrote: post #34

Earlier quoted context omitted.

I have the same goals as you (find the stuff I want, pay for it, and get out), but that's why I seek out the salespeople! I feel that assistants aren't really there to help me; they're there to maximize profits for their employer. Help me find these employees! I joke, but seriously - I usually get great recommendations from the staff, often brutally honest. I find people don't give flippant recommendations, as its a…

I went to Sears two days ago for a brake inspection. The guy quoted $700. He pulled me off to the side and said, 'buy the parts for $100 and we will charge $300 for labor. Quote around for better prices, or you might be able to do the labor yourself, so, give that a try too and just bring it in if all else fails.' My memorial day weekend is going to consist of attempting these repairs, but thanks to him, I may become…

Your "become a man" quip worries me just a bit. I'm going to assume that this isn't your first automotive repair. If it is, please don't start with brakes. Changing pads and rotors (I assume rotor because of the $700 quote) isn't hard, and there isn't much to screw up. But if you do screw up, there isn't much leeway. In other words, getting it wrong isn't a "oh, I'll have to fix that next weekend" moment. It's a "oh, my, "I only have rear brakes/why is my front wheel locked up/oops, should have tightened those lug nuts" moment.

But if you know a 9/16" box end from a 10mm socket, then have fun and give it the same attention to detail that you would an important piece of coding.

Re: Can I help you? Why retail customers always say No

#68

Post by enraged_camel »

btilly wrote: post #66
ambiate wrote: post #44

Earlier quoted context omitted.

I went to Sears two days ago for a brake inspection. The guy quoted $700. He pulled me off to the side and said, 'buy the parts for $100 and we will charge $300 for labor. Quote around for better prices, or you might be able to do the labor yourself, so, give that a try too and just bring it in if all else fails.' My memorial day weekend is going to consist of attempting these repairs, but thanks to him, I may become…

The cynic in me says that he's hoping you'll screw it up worse so that they can charge more to fix what you broke in the process.

Probably not. He's not likely to go back to the same shop if he screws it up.

Re: Can I help you? Why retail customers always say No

#69

Post by swalkergibson »

This thread is extremely compelling. Honestly, I think it is probably a function of the readership of HN being composed of programmers, engineers, and other problem solvers.

"I don't need help, I can do it myself."

Honestly, it is pretty easy to tell whether or not the salesperson knows what he or she is talking about. There is a huge difference between a sleazy sales guy trying to get you into a cheap suit and a person who legitimately understands the product they are selling and can outline all of the reasons why you want Thing X instead of Thing Y or provide honest feedback about style or look (if shopping for fashion). Give the person that approached you a chance! You might find that they are in fact knowledgeable about the product and can assist you in making a more informed purchasing decision. You just need to be confident enough to work with them and not just be a "sales victim."

It is particularly interesting through the lens of how you sell your own startup's product.

Everything we do is sales. The landing page is painstakingly crafted, the color of the call-to-action button is A/B tested, optimized for maximum effect. Then, you do CPC campaigns, carefully perfecting the ad copy and headline. I really, really fail to see how this is different. Olark's whole business is premised on the idea that a human being should be available to answer customer questions.

Am I way off-base here, or am I the only person in this room who actually likes interacting with salespeople?

EDIT: Adding clarity to the Olark point.

Re: Can I help you? Why retail customers always say No

#70

Post by enraged_camel »

rlpb wrote: post #3

"People wouldn’t (especially men) enter a store just for the sake of it, they want help." I prefer to engage with others as little when I enter a store. I want to find the stuff I want, pay for it, and get out. I'm even willing to spend twice as much time (or more) looking for what I want than I would have if I have go engage with a store assistant. I'm not exactly socially awkward, either. I just hate shopping. I fi…

When I'm in a store, 99% of the time I have done my research well in advance (probably online) and made my decision - I'm in the store simply because I prefer seeing the item in person before buying it. I may ask the store attendant where something is, but that's as far as my interaction with them will go.
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