"Customers Always Right" but must be Reasonable, come learn from our case study! Case5 
Sep 28 2011, 10:21 PM
QUOTE(abubin @ Sep 28 2011, 06:29 PM)
a very common problem is when customer trying to bargain. Usually even at lowyat plaza, people will gather prices and so on and then bargain.
Like example, I always buy at Cycom and I tell which shop sell what price and so on. If they can lower then they will. But if cannot lower, they usually will say they cannot give me that price cause their cost is higher and so on. Usually, I will get from them anyway due to their sales service if price is not too much different.
However, the usual sales people will say..really so cheap there? Then you better buy from there. This for me is not the right way to deal with customers. It's like saying we don't want your business. Usually, when I hear this kind of comment then I will not buy from these people anymore. Sometimes it's also something like they don't believe you. The think their price is already king. Customers say ABC shop selling cheaper...it's like a mockery to their pricing. I understand that maybe they really make very little profit but still the kind of response to ask customer go buy somewhere else is not the right reply. Even if customers say that, they should say that is their best price already. Really cannot lower anymore instead of trying to challenge the customer.
You should understand, how many of such retail companies are willing to send their employees for training on CS etiquettes. It involves $$$, and most don't even bother, as long as they can talk and sell. You know how to quote "Low Yat Plaza", I bet you know the situation there, you just cannot expect first class customer service from them. Sides, with the amount of competition amongst themselves AND with the Malaysian cheap-skate mentality, I don't think those arses up the chain would even wanna invest on such thing.Like example, I always buy at Cycom and I tell which shop sell what price and so on. If they can lower then they will. But if cannot lower, they usually will say they cannot give me that price cause their cost is higher and so on. Usually, I will get from them anyway due to their sales service if price is not too much different.
However, the usual sales people will say..really so cheap there? Then you better buy from there. This for me is not the right way to deal with customers. It's like saying we don't want your business. Usually, when I hear this kind of comment then I will not buy from these people anymore. Sometimes it's also something like they don't believe you. The think their price is already king. Customers say ABC shop selling cheaper...it's like a mockery to their pricing. I understand that maybe they really make very little profit but still the kind of response to ask customer go buy somewhere else is not the right reply. Even if customers say that, they should say that is their best price already. Really cannot lower anymore instead of trying to challenge the customer.
I don't condone such behavior as well, as I've worked for Apple resellers before, I have been to such training that even certain words can't be used in front of customers. And I'm talking Apple here. In LYP, what can we expect from them...? It's the "take it or leave it" attitude.
Hell I've even seen customers interacting with sales staff with much little respect in an Apple store, but we have our own sets of motivations to counter that, but do those poor saps in LYP got them...? I bet it's even worse that than. Does the term "Last Price" ring a bell...?
This post has been edited by Eithanius: Sep 28 2011, 10:27 PM
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Case study, please comment as a seller and as a buyer 
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