It never ceases to delight me... I encountered this phenomenon again yesterday, and numerous other times since we have rolled out CbC: a customer walks in - defensive, armed; ready with a quick and well-rehersed reason why they don't want to interact with me. I ask them if they have noticed the colors... all of a sudden their curiosity is aroused. Next thing you know they are asking me what's going on... I explain the concept behind CbC and they realize we changed the way we sell mattresses just to make it less confusing for them... and PRESTO CHANGO, they are playing along, curious; wanting to know more; willing to interact. I have (almost) always been able to break that barrier by playing the part of the informed and helpful Sleep Advisor - but now it is easier to break the barrier... and faster.
'Gotta love that!
We have something here which is unique, logical and easy to understand and which will break down barriers for us by not only demonstrating that we truely are "different," but which also offers a meaningful functional aid in both the buying and selling process as well.
Marianne Geiger
Store Manager
Mattress Firm, Cincinnati Kenwood 2015/8H
and Cincinnati Team Blue Angels Leader
3 comments:
Between the actual layout of the store and "the road map to the store", aka in-store ad, the pressure is definitely off of the tour guide.
Troy-KC
I like starting off if they noticed the colors. That seems like an easy lead-in that doesn't feel like a new "sales-pitch" and helps them feel more comfortable. I think that I'm going to try it because I've been hitting a couple brick walls.
I fogot to leave my name on that...*Becka, Team RED of Dallas North.*
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