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A recent thread about lack of sales staff knowledge prompts me to type this - especially after our own reader survey (November 2003 issue) shows that this lack of knowledge has a huge bearing on customer satisfaction...
Reecently visited (14/10/03) a branch of Dixons in Epsom, Surrey. I stood behind a sales rep as he started to deal with a no-nonsense type customer who was asking about the merits of plasma vs LCD TVs.
Having just returned from an exhibition in Japan extolling the virtues of both, I smugly listened in and awaited the carnage.
Delighted to say, the salesperson was FAULTLESS in his understanding of the technology, the benefits and pitfalls of each, the likely lifespan of the products and the new TV technologies that are to hit the market within the next three years. I was hugely impressed, as was the customer.
We often say on these forums that one bad experience doesn't mean the whole company is to blame - and I suppse the opposite is true. But The Dixons Store Group do get a fair bashing now and then, so I thought I'd share this moment with you all. They don't advertise with us either!
The salesperson's name was Andrew (said Andy on my receipt) - so if you're in the area and need a bit of informed buying advice, go see him.
Was my receipt for the purchase of either a plasma or LCD TV? Sadly no, just a four block of AA's. But it's a start...
Is this another wind up posting,similar to the one we had a few weeks ago.
This evening at about 6.50pm.
To quote Joyce McDonald (I think that was the panelists name)
"My idea of heaven is to go into a Dixons Store and be served by an adult".
Could it be that this indervidual had an interest in TV Technology? It would be great if staff were given this training, but lets face it they will never get it because of cost.
Unfortunatly you can't expect everyone to be an expert in everything all the time.
I can put your mind at rest - it's no wind up, it's our publisher.
Joyce McDonald - (wee eddie's post) may think it was a mildly amusing thing to say, but she's being offensive to young people and she's wildly off beam anyway. What I suspect she meant is that she would prefer to be served by someone middle-aged or thereabouts, but why that should make a difference is beyond me. The rudest, least knowledgeable person who ever tried to serve me was a man who works in my local Currys. He was about 40, and pretended that he knew all there was to know about digital TV. In fact he knew very little, and when I pointed out one of his bits of misinformation he responded by asking if I would like to "get another 500 opinions".
People who sell consumer electronics can't always know everything about the products they sell - the lines change far too often for that. What can happen though, is that people can be trained in generic technologies - the differences between an inkjet printer and a laser printer will broadly apply, no matter which maker's model is involved.
I work in a large branch of Dixons. A lot of the staff there are full timers who have been with the company for lengths between a few years up to 35 years. Those who are with the company for a good length of time tend to take their jobs very seriously and know a great deal about what they sell. They may fall behind on knowledge of areas in which they do not specialise, but then they always hand over the sale to someone from the relevant department.
Those who have been there a shorter time or are Christmas temps are the ones who seem to pretend they know more than they really do, in my experience. No amount of training can prevent an eager youngster from digging a hole for themselves with an enquiring customer.
I think I can safely say that in the store I work in, at least 90% of customers get served by the right people who have the right level of knowledge. Unfortunately there will always be sometimes that customers are let down.
It's usually younger people who keep right up to date with technology - they are eager to learn and absorb and digest information much more readily.
Thats an assumption, and I'd say its a wrong one. Younger people are much more likely to keep up with the technology that they can show off to their mates. Older people are much more likely to be looking for the right technology to do the right job.
As for younger people being eager to learn...! Your on thin ice there! There are more mature students going to Uni than before, the average age of this site (last time I saw it) was nearly the same as my parents and the area of growth in interent use is in the older generation.
Younger people may keep 'right up to date' with technology, but they don't always want to listen to what the user needs. 90% of people don't need the latest technology.
Dixon's/Curry's popular reputation for being filled with spotty unintelligent teenagers must have come from somewhere....
'Dixon's/Curry's popular reputation for being filled with spotty unintelligent teenagers must have come from somewhere'...same place that all Lancashire men worked in coal mines and all Yorkshire men are a bit daft comes from. My faith in human evolution going awry is bolstered when people who adhere to stereotypes....*sigh*
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