The Customer’s Guide to Handling Holiday Sales People

K.E.W. Solutions, Inc is a full-service customer service training company. We offer customized training, general customer service training and mystery shopping services. In the Lowcountry, our mission is to help individuals represent themselves in a manner they can be proud of in all situations, even Black Friday & the Holiday Shopping season that follows when someone is trying to steal the last toy on the shelf, or the last turkey in the freezer department. Instead, this shopping season, why not take the high road? Let someone else have it. You might even get that “warm, fuzzy feeling” because isn’t that what this season is really all about – not material things but the warmth of giving. And when you give to someone else, you are really giving to yourself. So, this holiday season teach your fellow shoppers a lesson by giving them the gift of courtesy and understanding. Who knows? Someone may even pay it forward.

1. Snobby Sales Person – First and foremost, keep in mind that being snobby is a defense mechanism for people who feel inferior or inadequate. By understanding this weakness, you can utilize the Q-Tip method. Q-tip stands for quit taking it personally. Remember, this is their issue – not yours! Never buy anything to try to prove a snob wrong. The best way to deal with a snob is to ignore him or her. The snob thrives on attention. If you must interact with a snob, diffuse the situation with humor and wit.

2. The Pushy Sales Person – No one likes a pushy sales person! Don’t feel pressured. You are not obligated to buy anything. Politely say No. Try phrases such as, “I’ll look around and let you know if I need help.” If that doesn’t work, you can simply let them know you are not buying today, just looking. There is safety in numbers so shop with friends or family. At the very least, when all else fails, you can use your phone as an escape device.

3. The Incompetent Sales Person – Some items on Black Friday require a little bit of extra help in purchasing. Fancy technology, appliances, tools or other gift items may require an industry expert to guide you in the right direction. If you get stuck with a less than stellar salesperson, politely thank them for their help but suggest your questions might require a more experienced or knowledgeable salesperson. Most of the time, the sales person will agree and as long as you are friendly and polite, it shouldn’t be a problem. Remember, on Black Friday all the extra help is on call so it will be likely that employees will be working outside their usual department or comfort zone.

4. The Upseller- Upselling in retail is the equivalent of asking, “Do you want fries with that?” Yes, of course we want the fries, but is it good for us? Probably not. So, this holiday season, stay focused on your mission. Did your original gameplan include fries or just the entrée? In the moment, some deals may seem to good to pass up, but your credit card will feel the burn after the holidays. To avoid getting roped into last minute deals, keep in mind they will located in close proximity to the register at check-out. Once in the store, remember what you originally came in to buy and lastly, politely thank the Upseller with a “Thanks, but No Thanks!” because he or she is just doing his or her job.