Seven things electronics salespeople won't tell you
Going to a retail store for consumer electronics purchases can be both exciting and frustrating. After working at a large electronics store for two years, I have a few opinions to share that you may want to consider before your next shopping trip.
 You need those HDMI cables, you know you do. (Credit: Amazon) Remember the story If You Give a Mouse a Cookie? Well, if you tell a salesman you're going to buy a TV, he's going to want to sell you a DVD player to go with it. Once he sells you the DVD player, he's going to want to get you to buy an HDMI cable, too. Managers (and possibly all retailers) tell employees that the store profits surprisingly little from video game consoles and computers. Cables, accessories, mice, and other components, however, have a huge profit margin--stores can make a few hundred dollars from a Monster HDMI cable. Angry yet? The point is, we're going to work really hard to convince you to purchase that big item, but once you've said ok you've opened Pandora's Box. Here's my advice: Grab the big item, and run. Purchase all accessories online, including memory cards, cables, traveling cases, and so on at smaller hardware stores or even online Web sites. You'll find what you need at a much lower price. 3. There are times when you should purchase extended warranties. There's no telling if a product will break down, but some are more apt to have problems than others. Not all stores offer extended warranties, but if they do, think about it before you decline the offer. Manufacturers usually offer 90 days to one year of limited parts and labor. Take note of the word "limited". Those warranties cover only manufacturer's defects, so if your speakers blow out, the manufacturer will consider it misuse. Manufacturers do not cover wear-and-tear, while most store-provided warranties do. Other store warranties present coverage for accidental damage such as spills and broken parts. So if you're clumsy, go for the extended warranty. If you're unwaveringly against extended warranties, you may consider putting your purchase on a credit card as some cards doubles the manufacturer's warranty upon purchase. 4. It doesn't matter whether we make a commission, we're all equally pushy. When I worked as a salesperson, many customers would say:"You just want me to buy this stuff because you're on commission." (I wasn't.) For employees not on commission, hours are based on whether sales goals are reached. If I didn't meet my goal for the day, I'd see a cut in hours. On the other hand, if I landed a US$40,000 sale, my hours increased. What does this mean for you? If you want the best customer service, don't let the salesperson know you are "comparing prices" or "shopping around"--that's a red flag for them. Sure, you'll be helped if you're the only one on the sales floor, but customers who show a genuine interest in purchasing something get the special treatment. Lead the salesperson on a little bit--trust me, you'll get a lot more help that way. 5. No receipt? No problem! If you've lost your receipt and you're worried you'll be stuck with that sad excuse for a monitor, you're in luck. If you made your purchase and registered your contact number for warranty or delivery, most stores may be able to look for a copy of your receipt. If you paid cash and the item is relatively inexpensive, some retailers might still be able to do the return, but you may get store credit instead of cash back. Here are a few Singapore stores and their policies: Challenger: Receipt tracing via contact number, requires receipt for return. Audio House: They can trace your receipt if the item was delivered by using your contact number. Harvey Norman: Receipt tracing via contact number, requires receipt for return. Note that you must meet all the other conditions stated in the return policy. 6. We offer expensive services that I think a 12-year-old could perform. In some smaller retail stores, you may be asked to buy certain software services. Some of these services were just embarrassing to sell, like the optimization service in which the technician removes preinstalled programs to boost performance or to create a recovery disc in case you need to restore the hard drive. These are services you could probably do yourself in about 15 minutes. Removing those preinstalled programs is as simple as removing any other program through the Settings folder. Instructions for making a recovery disc are provided by all manufacturers which don't supply the disc in-box. Bottom line: Try and figure it out for yourself before resorting to these costly services. With all the how-to Web sites out there, you're sure to find the help you need. 7. Forget what your parents taught you--complaining usually gets you what you want. If your customer service needs haven't been met and the associate refuses to make it right, don't give up. Sometimes employees fall into a power trip in conjunction with their refusal to help. If you find yourself arguing with the employee, immediately ask for the manager. Upon speaking with him/her, calmly inform them of the matter. Never ask:"Will you be able to do this for me?". Instead, say: "I am a frequent customer here. How are you going to make this situation right so that I continue to visit your location?" The former makes it easy for the manager to say: "Unfortunately, no"; the latter demands customer service. The problem is usually solved in-store, but sometimes employees can be stubborn. Write down the names of everyone involved and the store number, then call corporate. Deliver the same dialog, but be sure to speak to a supervisor since those answering calls are associates who may not have the ability to help you. Original article at CNET Crave Tags: Receipt, Warranty, Salesperson, Sales, customer service
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montbkk says...
As regards to number 1....I wanted to buy an HD TV at Central Chidlom in Bangkok. I went to the Electronics section where there was a large number of TVs. Not one of the salespersons knew what an HD or HD ready TV was. At my insistence they called the section manager and he knew what HD was but he didn't know which of his TVs were HD.
I notice all the time almost anywhere I go that the electronics or computer salespeople know next to nothing about what they sale and in particular the nearest Apple Shop. The Apple sales people know nothing about computers........I once asked about a USB driver compatibility in regards to an HP printer and they didn't even know what a driver is!
I've learned to always research online any product I am thinking of buying before going to the store....at least one person there (me) will know what they are talking about.
Jun 30, 2009 21:34
As regards to number 1....I wanted to buy an HD TV at Central Chidlom in Bangkok. I went to the Electronics section where there was a large number of TVs. Not one of the salespersons knew what an HD or HD ready TV was. At my insistence they called the section manager and he knew what HD was but he didn't know which of his TVs were HD.
I notice all the time almost anywhere I go that the electronics or computer salespeople know next to nothing about what they sale and in particular the nearest Apple Shop. The Apple sales people know nothing about computers........I once asked about a USB driver compatibility in regards to an HP printer and they didn't even know what a driver is!
I've learned to always research online any product I am thinking of buying before going to the store....at least one person there (me) will know what they are talking about.
Jun 30, 2009 21:34
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