http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/ Luxist Comments for Hurting Luxury Watch Companies Finally Discover Their Sales People Stink http://www.luxist.com/media/feedlogo.gif http://www.luxist.com en-us Copyright 2012 Weblogs, Inc. The contents of this feed are available for non-commercial use only. Blogsmith http://www.blogsmith.com/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/
I personally think that many of the hyped luxury goods brands have suffered more than they might have in this recession, thanks to items recently flying out the door with no sales help required. This allowed staff to become snooty order takers, with no clue how to build value or loyalty in the brand at the store level. This turns off potential clients who might just need a well timed (pardon the pun) nudge. If you think watches are bad, see Ferrari dealers who have inventory stacking up due to canceled customers with cold feet. Until recently, they had waiting lists.

In that sense, a watch is no different than any other big ticket discretionary purchase. Most people need time to decide which resonates best with them, and get used to the idea of spending the money and owning the article. If they are already in a watch store, that is more than half the battle. Then it becomes the job of the salesperson to find out what brought them in, the customer's thoughts with regards to pros and cons, perhaps suggesting a product that is a better fit, and finally overcoming any objections. This may not happen in a single visit. The way to have clients return is to always be polite, make sure they feel that you have their interests at heart within the realm that your job is to sell watches, and always have a hook like some new product arriving soon that they might like to see.

I've seen jewelers who keep customer cards with items purchased, wish list items, preferences, family birthdays, anniversaries, etc. They call about a month in advance of the event and speak to someone who might make a purchase, inviting them to the store to view some special merchandise. By keeping detailed notes, they know the perfect thing to recommend, which means it is a hit. Obviously this builds store loyalty. IMHO, that is knowing how to sell.]]>Jul 29th 2009 1:21PMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/Jul 29th 2009 9:18PMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/I work in the luxury magazine publishing business and I can tell you that I fire anyone on my staff that I find out has lied to a prospect/client or has not followed through on a commitment made on behalf of any of our publications. It's a shame that you have "slimed" an entire profession because of what, I can only surmise, is based on a bad experience(s) you may have had. Further, our account managers are coached and schooled in how to provide value to our clients not just to go and sell a page of advertising. I don't know how that benefits anyone. Price and value are two completely different things. I agree with the writer above; personal service and loyalty are key.]]>Aug 6th 2009 11:28AMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/ Thanks for your comments. Part of the manner in which I commented on the situation was with insolent humor - though it is a fair commentary on the sales world. Second, you mistake my direction a bit, as I am purely discussing luxury watch sales, not all sales in the luxury world. I cannot comment on all areas of the wealth driven world of course, but watches and the industry around the focus of this discussion. Thanks again and take care. ]]>Jul 30th 2009 3:38PMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/
Hi, I always love your posts on this site. Anyway I do have a story of a shopping experience that I had about 3 years ago, and yes this snootyness is on all aspects of the luxury sector. I am really into luxury writing pens. So one day I went to a mall which is about 2 and a half hours away from where I live. I went there to visit the Montblanc Boutique that they have there because I was interested in purchasing a new edition pen. Lets just say that I didn't feel welcomed. I was walking around looking at the display cases alone and when I asked a question on a lifestyle accesory, all I got was blank stares. They were acting like they were above me because they work there of all places! Since I am an avid collector, I played with them and asked them further questions and again got more blank stares in which I then started answering my own questions and they then got there cataloges out and checked on what I was saying and proved that everything that I was saying was 100% correct. They were acting like they were all mighty and cream of the crop, yet I knew more about there product than they did.
On a seperate note, I went back there to this same store a year and a half ago with my mom because she really wanted to get the new womens perfume that had just come out at the time. We are there and the salelady with an ugly sounding accent, I don't know if they think that actually helps with selling something, because to me it turns me away. Anyway she was sitting there lying to my moms face saying that they were out of stock and that was the last bottle left. They also said that it was going to be discontinued. She lyed up a storm to get this sale. Funny thing is we bought it anyways because she really wanted it anyways. My sister was with us on the trip but in a different store at the time. We sent her in there about 2 hours later asking for the same perfume. Funny they had plenty when she got there even though my mom bought the last discontinued one.
To end this, when you are a salesperson selling high end luxury merchandise, you need to be honest and helpful to everyone. Money and a sale is the same from anyone and anywhere that it comes from. Lots of people will first go in to browse and compare before they make their final decision and come back to your store with their money to make that purchase. The key here is to make sure they come back to your store and if you are nice to them and helpful without judgement, they will. If you are snooty, then no customer. ]]>Jul 30th 2009 4:28PMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/ Thanks for your compliments about my articles, I appreciate that. It is good to hear about your experiences, as unfortunate as they may be. I can't say that I understand the hiring practices at luxury places, but sales jobs in general are often commission based. This often results in high turn around rates, and not so happy employees. The companies and their employment models are to blame as they often get people "willing" to do the job as opposed to "good" at doing the job. Then you have the "training" they get and how to close sales - which can result in the treatment that we often get. People can disagree with me all they like, but the bottom line is that in most sales environments, employees have no real incentive to be honest, and often quite the contrary is to their benefit, and not ours. Take care.]]>Jul 30th 2009 9:45PMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/i purposefully wear jeans and sneakers when going to a highend store just so salespeople wont start harassing me...the looks on their faces when i ring up with a 4 or 5-figure bill is priceless.]]>Jul 30th 2009 5:02PMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/Aug 11th 2009 11:02AMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/Take time slow down ,and enjoy your time shopping . If you are in a time crunch tell the sales staff but do it with respect. and when you are done say thank you. Try it you might be suprised. ]]>Jul 31st 2009 4:30PMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/Aug 6th 2009 11:24AMhttp://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/http://www.luxist.com/2009/07/29/hurting-luxury-watch-companies-finally-discover-their-sales-peop/Aug 15th 2009 9:49AM