Joined: 09 Jul 2003
Posts: 13
| Posted: Wed Jul 09, 2003 4:13 am Post subject: oh, heck..new topic...Tear Sheets | |
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Posted: Wed Jul 09, 2003 4:10 am Post subject:
You spend a half hour (or more) with a customer looking for a tractor. You fill out the tear sheet, with your name, number and hours on the back. Customer comes back on your day off (which is visible, but not convinient for the customer). Your customer asks for you and they are told its your day off...what does your fellow associate do? 
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Joined: 04 Jul 2003
Posts: 1337
Location: The Collective
| Posted: Wed Jul 09, 2003 4:37 am Post subject: | |
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I hope they ring it for themselves. I know this sounds wrong, but we feel it actually causes far LESS conflicts than ringing for people. If you are on the clock (even out of the store at lunch) it is your deal, period. We will ring it for you. If you are off the clock it is not. Exchanges are the original salespersons for all time....and each one of us sure as hell better take care of each others problems when we are not there. We have done it that way for many years and it seems to have worked.....just the way we do it in our store.
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Joined: 04 Jul 2003
Posts: 613
Location: New Frickin' Jersey
| Posted: Wed Jul 09, 2003 4:41 am Post subject: | |||
YES, that is exactly how we do it in my department...it causes far less problems...it's as simple as, if you're not there you don't get it...easier than someone lying and saying "Oh, they didn't ask for you" exchanges are also ALWAYS done in the original's number. Now if we could only do something about people doubling up on customers and talking to a customer right after you did... |
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Joined: 04 Jul 2003
Posts: 2400
Location: A little bit sideways!
| Posted: Wed Jul 09, 2003 4:41 am Post subject: Re: oh, heck..new topic...Tear Sheets | |||
In my store we ring it for whoever gave out the tearsheat. From what I understand from what I saw in the old RW some stores don't do this. Against the rules and such. If you don't ring for each other, that is a sure fire way to turn you and your co-workers into full blown hateing each other. Not cool for you or your co-workers.......and BTW not good for Sears. ~GoodFella |
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Joined: 04 Jul 2003
Posts: 321
| Posted: Wed Jul 09, 2003 4:42 am Post subject: I agree | |
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I agree with you Bodyguard. I know it sounds heartless, but it does actually avoid conflicts and in theory what costs you one day will benefit you the next day.
When you ring for other people you will generate some sort of conflicts that can only be resolved by instituting several rules to govern it. For example, what about a salesperson helping a customer first, then the customer comes back and sees you and you learn that the original salesperson told the customer all incorrect information? Is it still the original salespersons sale? Or another salesperson talks with them first, but then bails for lunch when they ask to look around a bit, while the salesperson is gone and they decide is it still the original salespersons sale? Questions like that come up all the time under the ringing for others idea. Nevermind the fact that if somebody else rings up a sale for you and commits a terminatable offense (backing the PA price into the price of the product via a price override, etc.) you will be the first one that AP wants to talk with about it. ICKIMORE |
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Joined: 04 Jul 2003
Posts: 2400
Location: A little bit sideways!
| Posted: Wed Jul 09, 2003 4:47 am Post subject: | |
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No one in my store would ever ring anything in there own # if they came in with my tearsheat.
And I would not do that either. Once again I think we run it different in each store. ~GoodFella |
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Joined: 04 Jul 2003
Posts: 1337
Location: The Collective
| Posted: Wed Jul 09, 2003 4:50 am Post subject: | |
Hey, whatever floats your boat!!!!  Just feel the love in this thread!
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Joined: 04 Jul 2003
Posts: 2400
Location: A little bit sideways!
| Posted: Wed Jul 09, 2003 4:53 am Post subject: | |||
"The Love Boat......exciting and new." ~GoodFella |
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Joined: 05 Jul 2003
Posts: 1522
Location: chicagoland by the big guys
| Posted: Wed Jul 09, 2003 12:41 pm Post subject: | |
| In our store we all ring for each other, you get one unethical one in each dept. They finally get the picture because what goes around comes around. We all watch each others backs when these certain people are their. So you tell your customer if I am not there go to so and so they will ring it for you. I think the one that brings the tear sheet back is the one that brought the customer back to the store. I am upfront and tell my co workers I do not think because you answer a phone and give info out and tell the customer to ask for you that is not a lead that is answering the phone. But you can tell when the customer is taken care of. TO the comment about wrong information being given we dont get into that we dont involve the customer in anyway with politics of the store or personality disorders of the store. IF it is your customer or your co worker the customer is treated the same, we do not contradict another co worker in the face of the customer. Like if they say so and so said we could have free delivery we give it to them. If they say that so and so said that this appliance was energy star and it is not we say Oh he was talking about this one. I do not think any customer likes to get involved in conflict in anyway and should never be put in that situation | |
Joined: 07 Jul 2003
Posts: 50
Location: on the outside looking in
| Posted: Wed Jul 09, 2003 2:35 pm Post subject: | |||
If you are not punched in you CAN'T make money. Rule number 1 through 100. How can anyone expect someone to ring maybe the only piece that might pay all day for someone not on the clock. Its not fair to the people on duty. I also feel ringing for someone not working only enables the weaker sales people to survive. If you can't close the deal and the customer walks too bad for you. Improve your skills or get the heck out of sales. |
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Joined: 11 Jul 2003
Posts: 4
| Posted: Fri Jul 11, 2003 6:02 am Post subject: | |
| Well I can say that for over a year everyone in our dept rings for each other. I totally disagree that it helps weaker salespeople. In fact I am the #1 salesperson in my dept (22) and have done 900k+ in sales 2 years running. There is nothing better than coming in after a day off and seeing 4k+ in sales with 500 in MPA's. No tension in our dept ever. If you go through all the work to demo the products and print the spec sheets why then arent you entitled to the sale? If all I have to do is just ring someone up quick it takes less than 5 minutes and it has always worked for us for the better. It makes me laugh that you would take your time to do all the work and then let someone on your day off take 3 minutes to ring your customer up and let him take the money. | |
Joined: 04 Jul 2003
Posts: 131
Location: Indiana, U.S.A.
| Posted: Fri Jul 11, 2003 6:23 pm Post subject: | |
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I originially began at Draperies and we would ring up for each other if everything was written down. This dept. was a major investment when it came to decorating. Some folks need to check with colors and remeasure windows.
We would do this for each other. Now if you didn't write it down then it was not your sale. Let's face it anybody could give out a business card. That is not enough to call your sale. You can always have the customer call you back or you could call them. Hmmmmmmm 
Now when I moved to D/20 that was a different story. If a customer had it written all down and the employee was off then too bad for them. This was hard to do since you could have watched them work so hard to have the customer say they need to check with significant other. Only to come back when the original associate was gone for the eves. Too much back stabbing for me 
Now I am in shoes and we ring for one another. It is a much calmer situation for me. I feel I am home again. I am not doing window fashions anymore, but I am doing foot fashion 
I like it much better. You work a little harder with all the walking and climbing ladders, but you are not such a nervous wreck with pa %. And the add on sales are easier to attain. I have no problem with helping a customer who someone helped first. They just might be my customer the next time.
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Joined: 04 Jul 2003
Posts: 462
Location: West Coast
| Posted: Sat Jul 12, 2003 3:35 am Post subject: | |
| in my store, we don't ring for each other. why on earth would i go over everything again that's on your tear sheet, answer questions, re-pitch the PA and then ring for someone else?? most of us do inform the customer who is leaving that we do work on commission and we would appreciate it if they could come back when we are there (that's what the schedule section is for on the tear sheet). you win some, you lose some. there are always the conflicts of "how much time to i spend before i take this"," gee, they didn't have your tear sheet", etc. if i'm not there, i'm not there. if someone elses customer does come in, i inform them that their associate is off and i'll be happy to ring this up, but if i do, i will be their salesperson. you never know how much time another associate spends with that customer. it could have taken them 2 minutes to write down a couple things so they could bring their hubby back in to look at them, and now you spend a half hour showing them again. | |
Joined: 07 Jul 2003
Posts: 50
Location: on the outside looking in
| Posted: Sat Jul 12, 2003 4:15 am Post subject: | |
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>comment: It makes me laugh that you would take your time to do all the work and then let someone on your day off take 3 minutes to ring your customer up and let him take the money<
why would it make you laugh. I am on MY DAY OFF. DAY OFF means you don't GET PAID. Let the people putting in the hours make some money. Believe me, I love money as much as the next but fair is fair. You talk about morale. When some works 8 hours and only rings for others how does that help store morale. Plus its a fact tear sheets and ringing them for the people who are off help part timers who only work the busy hours. Work 16 hours a weekend and flood the floor with sheets and let the full time suckers ring for you while they blank themselves. I'll never ring off of a tear sheet as I feel if your not punched in you can't earn money. take care, 57vet "12 year FT40 vet with benefit rate over $30.00 I have been around the block once or twice" |
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Joined: 04 Jul 2003
Posts: 131
Location: Indiana, U.S.A.
| Posted: Sun Jul 13, 2003 2:43 am Post subject: | |
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How would you handle this situation? Someone sells an upright vacuum and the customer decides after 2 days or 2 mos. that they really wanted the canister? What do you do?
A. Tell the customer when the associate who rang it up will be scheduled next. B. Return and exchange on original associate. C. Return and exchange on your number. Remember now it is busy right now when they are returning this item. This is not an equal exchange. |
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Joined: 04 Jul 2003
Posts: 2400
Location: A little bit sideways!
| Posted: Sun Jul 13, 2003 4:33 am Post subject: | |||
I would never do A. Most likely B........unless the frist person did an awfull job selling it in the frist place then C. But I would never do A and send the cust home.......that would be kinda sloppy. ~GoodFella |
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Joined: 07 Jul 2003
Posts: 50
Location: on the outside looking in
| Posted: Sun Jul 13, 2003 4:58 am Post subject: | |||
answer is B in my department
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Joined: 04 Jul 2003
Posts: 130
Location: Florida
| Posted: Sun Jul 13, 2003 5:04 am Post subject: | |
| B in my store too. | |
Joined: 04 Jul 2003
Posts: 2400
Location: A little bit sideways!
| Posted: Sun Jul 13, 2003 5:06 am Post subject: | |
| 99.9% of the time it would be B with me too. ~GoodFella | |
Joined: 04 Jul 2003
Posts: 1337
Location: The Collective
| Posted: Sun Jul 13, 2003 5:25 am Post subject: | |
| Hey, once something is sold, its over. That sale is the original salespersons for the next six months! No discussion. It is "B" every time for me and our crew. | |
Joined: 04 Jul 2003
Posts: 462
Location: West Coast
| Posted: Sun Jul 13, 2003 6:09 am Post subject: | |||
i would first try a variation of A with "your associate is not working today. he'll be in tomorrow between 12-9. we work on commission and i'm sure he'd appreciate it if you could come back. if the customer says no, then i will return the original against the original associate and take the new sale for myself. i know this sounds viscious, but it all works out in the long run. with the company being so gung-ho on getting rid of us, i'm not about to jeopardize my job by violating the company ringing policy for a $40 commission. these things rarely happen if you have competent associates. |
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Joined: 04 Jul 2003
Posts: 830
| Posted: Sun Jul 13, 2003 1:02 pm Post subject: | |
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B. The only time I wouldn't rering for another associate is this: We've had partimers who just sell and expect the rest of us to clean up their messy deliveries and sloppy sales jobs. If that gets to be a habit and you start reringing in your own number, they'll clean up their act fast.
CS 
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Joined: 05 Jul 2003
Posts: 1522
Location: chicagoland by the big guys
| Posted: Sun Jul 13, 2003 1:39 pm Post subject: | |
| There should be no question of how that would be handled. If it was your sale how would you want it handled. B all the time the customer should not ever have to make numerous trips to bring back and lug in a vacummn that is even a ridiculous suggestion. handle it and give the sale back to the original salesperson. | |
Joined: 05 Jul 2003
Posts: 1522
Location: chicagoland by the big guys
| Posted: Sun Jul 13, 2003 1:39 pm Post subject: | |
| There should be no question of how that would be handled. If it was your sale how would you want it handled. B all the time the customer should not ever have to make numerous trips to bring back and lug in a vacummn that is even a ridiculous suggestion. handle it and give the sale back to the original salesperson. | |
Joined: 04 Jul 2003
Posts: 933
Location: roaming...
| Posted: Sun Jul 13, 2003 1:45 pm Post subject: | |
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"B" if original associate risks losing commission.
"C" if not. |
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