When to Radioshack to buy some headphones. Before I could leave the store, I had to withstand a barrage of pitches:
1) Do you want extended warranty (on $20 headphones)?
2) Do you want to buy batteries, we have a 2-for-1 special?
3) Do you want to buy an iPhone, we have them in stock?
WTF, I just want to buy my headphones and get going on my run before dark.
Last time, I was only pitched on 2 things, now it's three. I don't think I can even go into Radioshack anymore. THE EXPERIENCE IS JUST TOO BRUTAL! I'll just order whatever it is on-line.
I agree! I had a signature greeting which was "Good (time of day). RadioShack (location)." I said it in a way that got more compliments (even from corporate) then, probably, the rest of the district combined (though I would have some telling me less coffee). It was straight to the point and got those that were calling in a better frame of mind, even laughing. I was called out on not announcing who I was ONCE by a newly transferred D.M. A lot of the times, the customer would say "I know who you are" and I would reply "Great, but I don't know who you are". It got the customers in a good mood, wanting to talk, and in sales, that is something that I want.
Here is an example to illustrate my point:
Suppose (1) I have a pressure washer that I want to sell, (2) a friend of mine calls me to borrow a wrench or to see if I would like to play a round of golf or ..., and (3) I greet him with a sales pitch to try and get him to buy my pressure washer. Does my friend want to listen to my sales pitch about the pressure washer? NO!! All my sales-pitch greeting has done is waste his time and mine.
RSH had one of the biggest mailing lists. The number of customers that would come into the store on "Insert Sunday's" with fliers mailed to them and items circled was great. It worked! Now with the internet being more popular, the email address has replaced the name & address. That, too, works and is cheaper.
Those unwanted pitches may be the result of the commission system that RSH uses to compensate its salesmen. I suggested on this board several months ago that RSH scrap the commission system in favor of a straight salary, thereby replacing competition among salespersons with cooperation. It also results in a customer focus instead of a salesman focus.
A commission system forces salespersons to try and pressure customers into buying things the customer may not want. No such pressure to sell exists with a straight salary. I gave an example of a Houston company (Gallery Furniture) that has done VERY well after switching its salesmen from a commission-based compensation scheme to a straight salary. If I were RSH’s CEO, that switch is one of the first things I would do to improve the company.
I wouldn't know if RSH has changed the sales policy because I can't bring myself to go in, lest I be assaulted by pressure pitches. I think the Home Depot model is correct, where the floor personnel are there to help you find solutions not pressure you to buy things you don't need.
In any case, the high pressure tactics haven't worked, and have likely had the opposite effect from what was intended.
Thats awesome great for RSH you might complain, but with 7000 stores asking hundreds of customers a day this will add up to huge accesory sales.
Thanks for the update!
Oh, I forget one: Give us your email and you'll get a $10 coupon (fat chance on that one). That's four, count them 4, separate solicitations. And it wasn't just yes or no.For example, I said "no" to the warranty. The clerk explained that she always gets the warranty on headphones, as they only last six months (she gave me a look like I was some sort of idiot not to get the warranty). She's also implying, BTW, that Skull Candy headphones are junk which will only last 6 months. I wonder how Skull Candy feels about that and I wonder why the heck I'm paying $19.99 for junk headphones that will only last 6 months.Next, I said "no" to the batteries. She again looked at me like I was some sort of #$%$ not to take the 2-for-1 battery deal. So, I've been insulted twice now in the span of 2 minutes. Nice way to treat your customers.Then the iPhone. Just as she started into some pitch for the iPhone (or, worse, yet, a third reference to my utter foolhardiness for not getting an iPhone right then and there), I cut her off. "I already own one and I've got to go now."What a nightmare experience it is to visit a Radioshack these days.
Worst post(s) of the day award go to you.
You're either an idiot.....or you're an inarticulate basher.....one of the two. I also do NOT believe that a RSH employee told you that their headphones are junk and only last 6 months.
Do you think that retailers should not attempt to plus sell? Do you think they should not offer extended warranties? Do you think they should not attempt to get your email address? Wal-mart does all or most of those things. Amazon does the same.
Your points are affirmations that RSH actually still does have some good employees and some that understand retail.