Ce astept de la un vanzator dintr-un hypermarket de bricolaj (si nu numai)
sau Un mic lucru care poate face diferenta la un vanzator dintr-un hypermarket de bricolaj (sau de la un magazin specializat in vanzarea anumitor produse de acest tip)
Am oscilat intre cele doua titluri de mai sus, asa ca le-am pus pe ambele, insa esenta este aceeasi. Dar sa va spun povestea. Aveam noi de luat niste produse dintr-un asemenea magazin. Despre unele stiam multe detalii (de nevoie sau din placere invatate in trecut), despre altele nu aveam multe cunostinte. Nu ne-au trebuit sau nu am avut timp sa aflam multe, nu mai conteaza, cert este ca trebuia sa luam.
Ne cunosteam “necesarul” – cu alte cuvinte, stiam cam ce caracteristici ar trebui sa aiba produsul cautat, dar nu mai instalasem niciodata asa ceva.
Este vorba despre o statie de dedurizare a apei. Cum spuneam, aveam anumite detalii, asa ca am mers la un hypermarket cu produse pentru casa, am ales tipul de statie dorit, si am discutat cu persoana de la stand pentru factura si pentru a ni-l aduce (trebuia dat jos de pe ultimul raft de sus).
Persoana in cauza ne face actele, ne ducem noi sa luam si un sac de sare, toate bune si frumoase. Ajungem acasa, predam dispozitivul persoanelor care se ocupau de instalatii ca sa il monteze si sa il puna in functiune.
A doua zi ne asteptam ca produsul in cauza sa fie deja pus in functiune. Dar, ce sa vezi, nu era. Discutand cu instalatorul, el sustinea ca nu ei il pun in functiune, ci cei de la care l-am luat.
Noi i-am zis ca nu ne-au spus nimic despre punerea in functiune de catre cei de la care l-am luat – si nici despre vreo alta restrictie, insa am ales sa ii sunam pe cei de la hypermarket sa verificam ce si cum.
Ei bine, da, la telefon ne-au zis ca da, ei il pun in functiune, sigur, nu instalatorul. Si, evident, deplasarea si punerea in functiune costa. Si nu cateva zeci de lei. Evident, data fiind situatia, am ales de comun acord ziua si am platit apoi, dupa punerea in functiune, suma in cauza.
Si aici intervine partea care ne-ar fi placut sa nu o aflam dupa discutii prelungite, telefoane si stres. Un vanzator bun ne-ar fi spus din momentul vanzarii ca punerea in functiune se face de un reprezentant al magazinului si am fi stabilit de atunci toate detaliile. Un hypermarket cu o politica bine pusa la punct de vanzari NU ar trebui sa aiba un asemenea minus.
Recomandarea pentru orice hypermarket asadar, este pregatirea temeinica a angajatilor. Indiferent ca vorbim despre produse pentru copii sau despre usi, vanzatorul de raft trebuie sa cunoasca detaliile produselor vandute.
Stiu, aici lantul este mai lung, companiile care furnizeaza acele produse ar trebui sa faca training-uri sau sa furnizeze materialele necesare hypermarketurilor si vanzatorilor.
Cert este ca pentru o experienta placuta pentru un cumparator, una care sa il determine sa mai vina in hypermarket si sa il si recomande mai departe prietenilor aflati in cautare de produse similare, fiecare amanunt conteaza, fiecare detaliu trebuie sa fie bine pus la punct.
Un cumparator nu trebuie sa stea sa se enerveze, sa aiba discutii in contradictoriu cu terte parti, sa dea telefoane pentru a afla un simplu aspect care ar fi trebuit sa ii fie comunicat atunci.
Iar exemplul de mai sus este cu o situatie care s-a solutionat relativ simplu. Sunt insa si exemple de situatii mult mai complicate, in care lucrurile nu s-au rezolvat repede.
Voi ce va doriti de la un vanzator de hypermarket? Ce asteptari aveti de la el cand il intrebati ceva?
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