Sales Promoters

Today my mum and I went to Pavilion and pay a visit to a retail chain in electronics and home stuffs like furniture etc and quite impulsively bought a new DVD player, cost about RM100++. Mum was looking around to buy my dad a new shaver but I wandered around and went to the DVD player section. Our previous DVD player has served us faithfully (and it was actually free - mum won from lucky draw many years ago) and it's time to say goodbye cause there's some problem with playing certain DVDs. So, we were looking at a few DVD players and no comparing which to buy - Philips and Panasonic. Then, someone working there came over and offered us assistance. So we were asking - what's the difference between these two players?

Him: Which one?
Mum: These two *pointing* 
Him: *reading the flyers attached to the two DVD players*

After awhile, there wasn't any response from the guy and my mum and I berbisik-bisik about the two models and finally just decided to get the Philips one. Clearly, that guy had little product knowledge but he was very helpful.

Did I mentioned I was wandering around the store? So before I went to the DVD players area, I was at camera section to kepoh cause you know...my hands always itch for new equipment. I'm learning to have a little more self-control now. There were three tripods on display, wasn't cheap. :( But I decided to be more kepoh by asking the sales assistant at the counter about one of the tripods.

Me: Hi, how much is the max load capacity for this tripod? 
Sales Promoter 1: Max load capacity? Wait ah..
*Sales Promoter 1 walks away checks with his colleague - Sales Promoters 2. She comes over*
Sales Promoter 2: Max load capacity? You mean if push down..the maximum weight it can hold?
Me: Yes. *trying to give a poker face*
Sales Promoter 2: I think should be 10kg.. 5-10kg.

I was actually quite interested about the tripod but the price is quite expensive, really so I wanted to see if anyone at LYN is selling at a cheaper price. So then, I took the time to write down what model it was and when I came home, I searched about it. And then I saw this - NGTT2 max load capacity is actually just 1KG. Okay....

So, in the same day, I come across with sales assistants or promoters with little knowledge about products. For the guy that assisted us with the DVD player, I'm guessing he wasn't selling DVD players but just assisting customers - that was his job. But for the two person behind the camera counter, they have little knowledge about the product they are selling and also gave the wrong information to customer.

I'm not holding it against them. I know some of you think I'm overly critical of people and mistakes but no, really I'm not being overly critical, I'm concerned. I really look up to people who do a good at work, regardless a cleaner or a CEO. I think that if you are on a job - and that being a sales promoter is their job, they should have enough knowledge on the products they are selling. It is their job, it's in their job scope - to sell something. To sell something you need to convince people. And to convince people, you need to know about the product you are selling! But can we blame them? I always look back into the company that they are working for.

You look at Starbucks and you know, most of their employees would have enough knowledge about coffee before they serve as barista. Starbucks provides and ensures barista have undergone at least a 2-weeks training before they are qualified. That's just for example.

I'm guessing that a lot of companies, they employ sales promoters that are untrained and not given enough briefing/instructions. And these companies expect them to have top performances yet don't bother to give them the push that they need. Imo, sales promoters should also be rated (as you would also rate a manager) whether they are performing on the job or not. If I am their employer, they are 'incompetent' as they lack the knowledge to promote a product to customer. Seriously, all these companies should give proper training to their employees (especially those in the service line) or employ people with experience.



Comments

  1. I guess most of the sales person are just part time employees and don't look at their job long term. Thus their performance.

    ReplyDelete
    Replies
    1. True : ) I encountered with one or two sales employees there who where very enthusiastic with the product that they are selling. They tried persuading, but not being pushy. Those will excel in sales : D

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