Mostly we are talking about the training of sales executives to help our customers. There are so many cases in which customers didn’t get proper assistance from them, even though we as shoppers or company claimed that we are customer oriented. Few days back I have seen two incidents, one with my friend and other with myself.
I accepted that we are in progressing stage but we do not expect such mistakes from tycoons like biyani group or Sony stores. In metros, customers are more conscious about the services because they prefer branded things and best services.
In one big mall at Hyderabad, I and my friend visited for buying a camera but didn’t found any quality brands and models. In the meantime he saw an electronic microwave oven; we called sales executive for assistance about the product. Let me tell you that buddy (sales executive) was not well trained technically. Especially in case of electronic goods, gadgets we required technically sound executives but here the scene was completely opposite. He was simply trying to convince us for the product but unable to differentiate the product on the basis of features.
But there the scene was bit different, my friend was very much interested in the product so finally bought that oven but I am talking about a customer who is not in mood of buying that product but simply visited the mall and watching the product for time pass or he is dilemma. In that situation I can firmly tell you that company surely looses the customer.
On the same day when I visited Sony franchisee showroom, I was shocked when I was talking to sales executive about the digital camera (Sony cyber shot) features. Literally he was shocked and stucked while explaining the features and went to his incharge (seniors) to know about the particular feature and difference between two models.
Here the situation was same that I was predecided about the product so I bought it but if I was not very much sure then I will stuck into dilemma because of sales executive’s product knowledge .
Normally in techie goods, shoppers are required a very skilled and product knowledgeable sales executives. Here customers are much more knowledgeable than sales executives. Sometimes they are predecided about the product but simply want to check the SE’s knowledge. Here company will suffer and lose its customer.
