When I’m looking to buy and I need a sales associate (that’s any time the product has more than two moving parts or is a gift for my wife) there are three qualities that I want that associate to possess.
- Integrity. I want that person to be honest, driven to follow through on his or her commitments to me, and able to admit and apologize promptly for mistakes. I do not want someone pushing a product on me based on his sales quota or her need to make a larger commission. If I need the product delivered by a certain time, or if the associate needs to set up a delivery, I expect things to happen as he or she stated. If something changes, then I want to receive a prompt communication along with an explanation.
- Competence. I want someone who has more than enough product knowledge and who can answer my hundred questions. However, I know there will be times when he or she will have to find the answer from somewhere or someone else. That’s okay; just get me an answer in a prompt fashion. Don’t worry; it’s okay to be new. If you’ve just started, let me know that and I’ll give you some extra latitude. But whatever you do, don’t waste my time.
- Confidence. Be friendly and courteous within the bounds of your profession. Sincerely make me feel like a valued customer and, when appropriate, inject some fun into the customer experience. I bought a car, which I still have, from such a salesperson in 2004. I’ll give him a chance the next time I’m looking for a car. Not because of the dealership, but because of his manner towards my wife and me. (One more year with this one, then maybe I can get that convertible.)
Confidence. Three qualities that make me much more likely to establish a relationship with your business.
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