|
 Can I help you?
by Fred Martel
I hear
this question frequently in retail outlets, and I’ve
come to the conclusion that people who ask “can I help
you” are questioning themselves out loud. I offer this
opinion because most often they cannot help you because
they know little or nothing.
I
recommend that they ask “can we help you”, which
leaves an opening for the possibility that someone in the
store knows something. In our last episode of can I help
you? I walked into a swimming pool supply store and a
young man asked the question. I took the bait and said
yes, I need a backwash hose. He replied “I think they
are somewhere at the back wall”, and walked away. Thanks
for nothing, I thought.
Story
continues below ↓
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| This
time I went to an auto parts and supplies store. I was
greeted with the same question by a guy who apparently is
the manager. I took the bait again and replied that I
needed some buffing compound. He led me to the location,
bent down and pointed to two options. I suggested that I
needed something to handle scratches and he held up one of
the two cans. I asked what the difference between them was
and he said “this one is $3.99 and the other is $7.99,
so you’ll want this one (the $3.99 version).
I replied by asking what
the real difference is and he said that the more expensive
one was “a little more liquidy”, a term I had not
heard before in the world of automotive stuff. Now, I
don’t know if the more expensive compound is actually
better, but if you’re the “salesperson” wouldn’t
you like to have some facts to sell the expensive paste? I
would. I’ll bet that it is better. I sent him away after
he tried, in vain to explain the different uses for wool
versus synthetic fiber buffing pads. He knew nothing about
that either. I bought the better paste after reading both
labels.
Note to customer service
and sales people: learn about the products, language and
the business you’re in. As part of your training, try to
help someone. If you don’t know the answers seek out
someone who does. If that option is not available admit
that you are not sure and call someone or Google it and
you can learn along with the customer. A few years ago I
bought a laptop at Staples. The young clerk was doing fine
until, as we approached the checkout he asked if I wanted
the Microsoft Office Suit (it’s a Suite!) I walked out
in pain from stifling the laugh I held in for those few
minutes while paying for the goods. At the very least, you
can start with learning the language and go from there.
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