Monday, 28 November 2011

Deal or no Deal? Salesperson or Order Taker?

I recently spent $526 on winter tires at my favourite tire place.  These guys take very good care of my wife's car, and so when I went shopping for winter tires for my old beater, I called them first for a price. 

Buy three, get one free was the deal.  $526 out the door.  I checked around, and on the same tires they were not the lowest priced, but within a reasonable margin that it warranted continuing what has so far been a great relationship.  It still is.  I ordered the tires and they put them on this weekend.
I paid my bill and they told me all the other great stuff that went with the deal.  Four free oil changes.  120 days complimentary roadside assistance.  $250 in a coupon booklet, and reasonably speaking I may use about $100 of it.  Free alignment annually.  Replacement value pro rated on road hazard damage to the tires.  I was blown away and very glad I had paid a few extra bucks and come back to this place.

But none of that was mentioned when I was still in the shopping stage.  They were order takers.  Customer asks a question, guy at the desk gives an answer.  Your move, Mr. Customer.  Without a pre-existing relationship they might not have got the sale at all, and I would have ended up with four tires from someone else, never the wiser or worse, retroactively wiser if I found out what could have been.

We're all in sales, folks.  A smarter man than me once said, "You can have the greatest product in the world but if you can't sell it, you've still got it."  Sell, sell, sell!

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