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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de ce nu spui si numele magazinului… macar sa nu mai facem aceeasi greseala.. crezi ca imi doresc vad si alti tampiti?
am avut o experienta horror in auchan… mi se pare genul de supermarket ghetou in care ti se face o favoare ca poti cumpara..
Am oferit in articol un exemplu recent ca sa arat unde si cum se pot imbunatati serviciile astfel incat sa aiba toata lumea de castigat. Daca as da nume, as arata insa o singura situatie, cea cu statia de dedurizare, dar as arata un singur hypermarket, desi problema esentiala – nefurnizarea unor informatii vitale in anumite vanzari in hypermarketuri, indiferent ca sunt de bricolaj sau nu – ramane.
Ar trebui de asemenea sa mentionez ca de la acelasi hypermarket, chiar de la acelasi punct din lant, am luat multe alte produse si fara probleme, ba chiar cu ajutor de la angajati. Cu alte cuvinte, se poate si sa fie totul OK, doar ca nu la toate departamentele. Tocmai pentru ca am avut si experiente placute si pentru ca nu e singurul unde se intampla sa nu primesti toate datele am ales sa nu mentionez numele. Daca doresti, ti-l pot transmite pe e-mail direct.
Nu pui problema cum trebuie… el a fost un vanzator foarte bun (evident in avantajul lui); daca iti spunea de punerea in functiune si cat costa, poate nu mai cumparai.
Asa, el s-a asigurat ca nu prea mai ai de ales, si trebuie sa platesti cat vrea el pentru punerea in functiune… Eu cred ca stia foarte bine ce face, si va spune intotdeauna ca nu te-ai documentat inainte sa cumperi.
La cate mii de lei a costat produsul, mai putin de 200 de lei chiar nu conta. In plus, procedura aparent e aceeasi peste tot – deci nu asta era problema. De aceasta data nu e unul din cazurile de fraierire, pur si simplu unul clar in care vanzarea nu s-a realizat asa cum ar trebui (lucru de altfel comunicat si lor la telefon, nu doar mentionat pe site).
Great seller! Item just as described. Thanks!
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