Recently my wife and I visited a major builder supply store to purchase a washer/dryer. We had already made the decision to buy, so we didn’t need to be “sold”. We didn’t want a “pitch”.

We were greeted by a lady in the appliance store, who, like most retail salespeople met us with that worn-out platitude…”Can I help you?” I chose to ignore this and simply stated we were there to buy a washer/dryer. Even though we knew the models we wanted, I asked her for her recommendation. Her response: “whatever you like”. Wow! That got me excited about buying from her. So, I asked her what she knew about our selection. After telling me it costs $X (quoting a price that was prominently posted) and telling me that delivery was free. She said, “not much really, I’m new here”! I asked “how new”? “Two weeks” she replied. So, then I asked about training, to which she replied…let me take you to our appliance manager.

The manager asked which model we wanted and checked his computerized inventory. “Yea-we have them at the same price she quoted, and delivery is on $55.” What? Your sales person said delivery was free. She agreed saying she “forgot” to tell us delivery was not really free, we had to fill out a rebate form, but not to worry the form was very simple and short.

The manager offered the explanation that she was finishing her first week and still learning, and that he would complete the rebate form for us. Next question from him was how would we be paying? My response, “I’m not sure we’re buying from you. I’m concerned about disclosure”. Are there any other charges involved in buying from you? Well, yes…a six dollar “disposal” fee collected by the state on all appliances. I asked why these charges weren’t outlined before, to which he replied they were customary and everyone knows about them.

Enough, I said. Would you call the store manager immediately? He did and the manager came to the appliance department. I calmly recounted the whole story. The manager listened, asked his employees their side, which fully verified my issues. The manager immediately offered to waive the rebate process and further offered free delivery with an additional $40.00 reduction in the price of the dryer. I accepted. I simply wanted to buy these appliances with no hassle, run-around or gimmicks. Don’t we all?

As salespeople, we must accept responsibility to be clear, forthcoming and honest about our offering. Nothing can be omitted or left to interpretation. Ask questions to be sure that your prospect understands.

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