This past weekend, I was able to take an adventure with two of my friends to a Men’s Warehouse in Cranberry to get fitted for a tux. My friend, who is getting married this June, had previously set up an appointment at 3:30, which is when we arrived. Unfortunately, the staff was backed up helping other customers which led to us waiting…and waiting…and waiting. As three 21-year-old dudes tend to be, we started getting very bored and very antsy after about an hour of meandering around the store. Finally, at 5 o’clock, our number was called, and it was time to start the process.
Not only were we getting fitted for the tuxes, but my friend had to piece together what he and the groomsmen would be wearing from an array of jackets, pants, shoes, and various accessories. As the associate began helping us, I started to notice some sales techniques that we have gone over in class.
First, he did a phenomenal job finding out the preferences of my friend and his fiancé. By making jokes and showing genuine interest in what their vision was for the suit, he was able to quickly build trust. At no point during the process did it feel like we were being sold to. Instead, it felt like the associate solely had the goal of helping my friend put together the tux he most wanted.
Another technique I saw was going for no in the conversation. My friend made it clear that his fiancé did not want anything to be shiny. The sales associate still brought out the shiny sample options, but instead of trying to sell them, mentioned them then diverted the conversation to the other samples.
All-in-all, the sales associate did a phenomenal job working with my friend and turning what started out as a frustrating experience into a wonderful and fulfilling sale.
I imagine that, after a backup, he was probably very tired of selling suits. Quite amazing that he was still so personable and helpful after all that time. I think I would just be bitter. Either way, I find it very interesting that even after taking a class that helps you recognize sales tactics, you still found them refreshing and helpful. This is a true testament to the Sandler technique. Most of the time, when people recognize they are being sold to, even if at first you liked the guy, people are no longer so keen.
It sounds like the sales associate was able to turn a challenging situation around with their customer service skills. By focusing on understanding your friend’s needs and subtly guiding the conversation, they made the experience enjoyable despite the long wait.