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Post Info TOPIC: Why do sales associates do this?
Kitty


Hermes

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Why do sales associates do this?
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EVERY single time I buy something the sales associate ringing me up will comment about what I'm buying, saying stuff like, "Oh this is so cute!" or "Oh, I have this and love it."

Also, whenever I return something they'll say "Oh, this is so cute..you didn't like it?"

I'm started to feel weirded out by this because its EVERY SINGLE TIME. Is this some type of psychology thing they do so people will be less likely to return something?

It's like, if I'm returning it I obviously don't like it for whatever reason and if I'm buying I think it's cute - I don't really need reinforcement.

-- Edited by Kitty at 14:32, 2006-08-10

-- Edited by Kitty at 14:32, 2006-08-10

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D


Hermes

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well, it's all about trying to keep money in the store. first, they need to overcome objections, like, "it didn't fit right" so they can say "let me show you something else." also, when they compliment you on your purchase, they are trying to make you feel good about yourself, and people like people/places that make them feel good about themselves, so if you feel good about yourself in that store, you're likely to return. it's all sales technique and it's all psychological. They are trained to say these things.  It's up to you to see through it! 


when you return something you can just say I decided I didn't like it, but I may look around to see if there's something I like better - that usually stops the prodding.



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Kari


Dooney & Bourke

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Well, I only have limited experience as a sales associate.  I worked in a shoe store for a while and I would say how cute something was that someone was buying just to start a conversation sometimes.  I only said it when I meant it...otherwise I would just say something else..."Did you find everything ok...etc"


Perhaps some places do tell their associates to say these things.  As for the returns though...I have never had that happen.


 



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AllieGurl


Marc Jacobs

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I think most of the time , when SA's say this when purchasing , it is either a.) True - they do own it and love it also or B.) are trying to make conversation.

I have worked in sales since I was a teenager, and I can honestly say that in all my jobs , and in now training SA's for my own store- That I have never heard , suggested etc. Anything that is supposed to phycoligicly reinforce the customer to like there purchase.

Returns are a different story however. Many stores will coach employees to "save a sale" when an item comes back. Usually this means suggesting another item. Most of the time however SA's are to lazy to actually help you or do this so they instead say something like '"I cant believe you dont like this" etc. It is a lazy way for them to feel they are doing there job.

When I return an item, I keep it simple. I usually say "I have decieded to return this because it doesnt work with my warbrobe. I am not interested in exchaning or looking around today, but thank you for your help" etc.

Just my 2 cents ...

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doodles


BCBG

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when i worked at kohls i would tell people something they bought was cute simply because i thought it was cute. also it gets boring sitting at the register all day, if you can make small talk it helps the day not be totally boring. they don't teach a class on how to stop people from returning stuff. the workers at the stores you shop at are just regular people they are just trying to be friendly i'm sure.

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Kitty


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doodles wrote:

when i worked at kohls i would tell people something they bought was cute simply because i thought it was cute. also it gets boring sitting at the register all day, if you can make small talk it helps the day not be totally boring. they don't teach a class on how to stop people from returning stuff. the workers at the stores you shop at are just regular people they are just trying to be friendly i'm sure.


Hee..maybe I'm paranoid ;)

-- Edited by Kitty at 15:38, 2006-08-10

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D


Hermes

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well, I've gone through a lot of sales training, and had to memorize 10 page scripts for approximately hour long conversations.  I'm well trained in the art of manipulation a.k.a. sales.  just speaking from experience, that's all.

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Kitty


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D wrote:

well, I've gone through a lot of sales training, and had to memorize 10 page scripts for approximately hour long conversations.  I'm well trained in the art of manipulation a.k.a. sales.  just speaking from experience, that's all.


Yeah, I've gone through similar training (although, not for retail). Whenever someone tells you x reason that they don't want something/arent' interested you're supposed to have a ready counterpoint to whatever they say.

I'm not saying any or all retail jobs do this, but I'm sure there's some out there...

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Cortney1982


Chanel

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It's because SA's are suppose to make small chat with the customer.  Chatting makes the customer feel welcome.  Not much else to talk about with somebody you don't know, so clothing is going to be the obvious topic!  I've never said something was cute if I didn't mean it, if they ask my opinion and I think it's not so good, I tell them so.  Better than have them returning it later!

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TheLovelyLady71


Hermes

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Yeah, that's happened to me before, the 'this is cute', etc. I rarely return things, but I guess I'd feel weird if they asked me why I'm returning it. Maybe I just didn't like it/changed my mind? LOL

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Hedvig


Coach

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I've only experienced that at Anthro and even there only occasionally, so it doesn't seem to be a store-wide practice. Maybe some of their SAs are more sales-oriented than others - or just more chatty...




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Kelly


Hermes

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I've had people say things were cute, but it doesn't happen often enough to make me suspicious. And usually, those are the things I continually get compliments on when I wear them, too.

The only time I've been actually annoyed, was when I was returning a something to VS a week or two ago. I explained that I got it home and just decided I didn't like it, didn't want to spend the money, etc. She seemed completely appalled that I could've changed my mind, and chatted up all their collections for an awfully long time, even after I said "I can't shop today, I'm in a big hurry," which was true. She didn't even listen.

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kenzie


Chanel

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Kitty wrote:


D wrote:

well, I've gone through a lot of sales training, and had to memorize 10 page scripts for approximately hour long conversations.  I'm well trained in the art of manipulation a.k.a. sales.  just speaking from experience, that's all.

Yeah, I've gone through similar training (although, not for retail). Whenever someone tells you x reason that they don't want something/arent' interested you're supposed to have a ready counterpoint to whatever they say. I'm not saying any or all retail jobs do this, but I'm sure there's some out there...


When I worked in retail, I had to sit through so many sales training classes. I went to management training and then had to conduct the sales associate training classes in my store based on the management training seminars. There were scripts we had to follow and we had to do role plays. After the role plays the rest of the group would critique the sales techniques. We had role plays for every possible scenario-- A customer comes into the store and looks frazzled and in a hurry, what do say/do?; A customer comes in a store carrying lots of bags, what do you say/do? A customer says they're 'just looking,' what do you say/do?, etc, etc, etc. I could go on for hours.


So yeah, that's probably what the SA's are trained to do and in all likelihood, they may have sat through a class.


Gosh, I hated retail.



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