Originally Posted by bobj3
Just a note,,, many of the items that Sears sales are On Line items Only ..
Most of the adds on line state that...
I think this is because they only have just so many, and they don't ship it out to some of the many stores they have as a stock it item..
But some of the big outlets will have one or two...just in case someone walks in a ask for one.
As mentioned -- I have spent MANY years working retail -- some of them actually for Sears.
I readily grant all the points you and corey made - and I will add a few ---
Yes - some online sales are online only -- and yes - those are stated as such.
(note - This one was not. - it is a regular in store item.)
And yes -- I know that just because a computer says something is in stock does not mean that it actually is.
AND - I know that just because national/regional/district offices put something on ad -- does not mean that it has actually been shipped to the stores.
AND - sometimes you get busy with customers in the store (who should come first) and you don't have time to deal with a phone customer.
I've been on the back side of a counter having to explain this to customers more times than I can count.
I would never criticize a salesperson for these things over which they have no control. What I was commenting on -- was entirely within their control -
1 - their lack of knowledge of their department
2 - (and this is the BIGGIE) - their attitude -
If you are busy and don't have time to deal with a customer on the phone -
say so - and get number you can call them back.
If you are new in a department and don't know the answer -
"I don't know - but I will find out." and a page to a supervisor solves that problem.
In any case there is no excuse for giving out BS - or making it clear to a customer that you really simply do not give a rip.
The young man I finally dealt with -- was very young -- and by demeanor - seemed to feel very out of place in the tool department -- but even with that -- managed to address my question in a professional manner -- and got my business.
I've been 'the new guy' a lot of places. And I've been swamped and stressed. And I have been at the mercy of actions and decision made beyond my control. Because I have -- I cut salespeople a LOT of slack.
What I experienced yesterday (at 2 out of 3 stores) was BAD SERVICE pure and simple. No one's fault but the sales people.
And yes -- it does happen a lot --
But that doesn't mean I have to spend my money rewarding it -- or that I shouldn't point it out when it happens.
I also like to point out GOOD service - -that's why I started my note mentioning someone who did what they are paid for.