I don’t want to be walked to it, I just want a general hint because I’m not a moron and I don’t want to waste anyone’s time.
Yeah, but when “corporate cracking down” happens it’s not about you, the customer. It’s about people with authority flexing their feelings of power and then jerking themselves off to it.
Counterpoint: I’m bad at giving directions, and I assume the customer is bad at listening and following directions. So if I walk them to the thing, we’re both less likely to have to repeat the conversation.
I worked a long time in retail. There’s a few problems with pointing.
1- the employee probably doesn’t remember exactly where the product is, and might be completely wrong. If they point and walk away, and the product isn’t there, you have to track down another employee.
2- the customer isn’t always the brightest and might still not see the thing right in front of them. Walking them over and pointing right at it is the only reliable way to ensure they actually see it.
3- most importantly (to the company), you will now be available to answer questions and upsell. The customer has already engaged you and is much more receptive to conversation than a random “can I help you with anything” walk-by.
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.
It was always easier to just show them. But most of the time I tell them where it was and then go “would you like me to show you?” And let them decide whether or not I walked them over.
But the retail I worked in was more specialized and a smaller store. Most people had more questions when we got there as to options, sizes, and the personalizations that we offered.
This, plus I don’t want to be followed around by a salesperson when I’m shopping
Drops box on the floor “Certainly sir, right this way…”
