Thursday, July 14, 2005
The philosophy of selling
I’d gone shopping on Saturday; walked into a music shop and asked for a particular CD. There were two shop owners/employees catering to customers. One of the men looked around for the CD that I asked for and came back after a few minutes and informed me that it wasn’t available with them. I was about to ask him for the second one in my list when the other man very quickly lifted a whole set of CDs and placed them before me and said “How about some new Hindi CDs ma’am?” Now, I normally browse through CDs whenever I go to a music shop and apart from planned purchases, I do pick up some things on an impulse as well. But on this occasion, I had no plans to spend more than what I’d intended to. So, I ignored him. Meanwhile, the first man who’d looked for the CD I wanted got angry with his sociable colleague (the second man) and said “Give only what the customer asks you for!” I somehow found that response to be intriguing. I did not exactly agree with his ‘philosophy’ even though I did not want to purchase other CDs. These two men had opposite approaches. While one wanted to push and cross-sell, the other, if you like, believed that the customer knows best and one ought to respect her requirements/decisions. What do you think?