I understand number 1 and I’ve always had a lot of patience when this has been the case, probably because I’ve worked in retail too. Number 2 is on me. Number 3 will make me shop somewhere else is you try to sell me something I’ve already spent time researching, I just want to now where it is. I’m not stupid enough to expect a corporate-shill (again, I’ve been one myself) to give me good advice.
A good sales person should be able to ascertain that on the walk over. Even at a big box store.
“Excuse me, can you show me where the hammers are?”
“Sure! They’re over this way, let me show you. You doing any projects this weekend?”
“Yup, I’m rebuilding my basement stairs and my favorite 16oz framing hammer just chipped. I’m replacing it with the same one cause it worked great for 30 years.”
“Perfect, it’s on the top shelf with the rest of the premium hammers. Need me to show you where the nails are or need help with anything else while you’re here?”
“Nope, just the hammer, got everything else already last weekend.”
“Great, good luck with the stairs, let me know if you have any other questions.”
Friendly chatter, brief “upsell” to make sure they didn’t forget anything and have to make a drive back. Left alone once the interaction was complete. Doesn’t have to be anything more complicated than that and nobody’s time was wasted.
I understand number 1 and I’ve always had a lot of patience when this has been the case, probably because I’ve worked in retail too. Number 2 is on me. Number 3 will make me shop somewhere else is you try to sell me something I’ve already spent time researching, I just want to now where it is. I’m not stupid enough to expect a corporate-shill (again, I’ve been one myself) to give me good advice.
But appreciate you and your response!
A good sales person should be able to ascertain that on the walk over. Even at a big box store.
“Excuse me, can you show me where the hammers are?”
“Sure! They’re over this way, let me show you. You doing any projects this weekend?”
“Yup, I’m rebuilding my basement stairs and my favorite 16oz framing hammer just chipped. I’m replacing it with the same one cause it worked great for 30 years.”
“Perfect, it’s on the top shelf with the rest of the premium hammers. Need me to show you where the nails are or need help with anything else while you’re here?”
“Nope, just the hammer, got everything else already last weekend.”
“Great, good luck with the stairs, let me know if you have any other questions.”
Friendly chatter, brief “upsell” to make sure they didn’t forget anything and have to make a drive back. Left alone once the interaction was complete. Doesn’t have to be anything more complicated than that and nobody’s time was wasted.
I think nails would technically be a cross-sale for a hammer.
Upsale would be convincing them to get the platinum premium ultra plus framing hammer with built in nail holding magnet.