Joined: 21 Apr 2006
Posts: 1053
Location: the known and the unknown
| Posted: Thu Sep 11, 2008 5:17 am Post subject: I don't blame HA associates for being pissed | |
| We were told within the last week that we no longer price match Sears.com prices. I was kind of pissed off about this but it really isn't that big of a deal for me since I can't make more than the 2% commision than the internet provides. But if HA associates have to sell something on the internet for a customer they can actually make less money. If there is a fridge on sale on the internet for less money than what the in store price is, and the commision rate is lower than the in store commision, what insentive does the HA employee have? In other words, if they were able to price match the price and still get the normal pay commision, it wouldn't be a big deal, but now Sears wants these people to take the time to place an internet sale for the customer and settle for 2% when they could've made 5% if that was the pay rate in store. It isn't right. Sears has to come up with something so we get what the appropiate commision rate is regaurdless if we sold it in store or on the internet. And I'm talking both ways too. If we are only supposed to make 1.5% commision, so be it. We all want to make more money and we all knew there was something smelly when they made a big deal about the 2% commision on anything we sold on the internet. I know I would be pissed if I was only making 2% on a 2000 dollar fridge when I should've gotten 5%. That's huge. I can careless if I make 2% if I sell a lawn mower that was only supposed to pay 1 or 1.5%. The extra time and aggrevation isn't worth it. Pay the rate it's supposed too and we all would be happy. At least this way we give a little if Sears gives a little. | |
Joined: 10 Aug 2008
Posts: 269
| Posted: Thu Sep 11, 2008 5:26 am Post subject: | |
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I don't care about extra .5% that I get for doing .com sales, it is too much of a hassle to do them. Sorry, we don't have that but you can order it online and if you do in here in the store, you don't pay shipping but it will take you 20 minutes. Of course the customer expects you to hold his hand while he orders so that's 20 minutes of your day for a $20 item.
I think that Sears has invested so much in sears.com that they have to justify having it so they came up with this crazy scheme. |
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Joined: 06 Jul 2003
Posts: 699
| Posted: Thu Sep 11, 2008 12:25 pm Post subject: | |
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What don't your managers understand LK?
Sears Price Matching Plus Policy/Price Protection Policy Price Matching Plus Policy If you find a lower price on an identical branded item with the same features currently available for sale at another local competitor retail store, Sears will match that price plus, give you 10% of the difference. Just bring in the original advertisement to a sales associate at the time of, or within 30 days after, your purchase. Online Retail Competitors If you find a lower price (including shipping, handling and delivery) on an identical branded item with the same features currently available for sale and delivery in your area from a local competitor retail store's online site, Sears will match that total price Plus, give you 10% of the difference. Just print the ordering page, including shipping, handling and delivery, and bring it to your Sears store at the time of, or within 30 days after, your purchase. If you are purchasing the item from sears.com, email the information to order@customerservice.sears.com Sears Holdings If you find a lower price on an identical branded item with the same features currently available for sale and delivery in your area from another Sears Holdings retail format or website; including Sears, Essentials, Grand, Hardware, Outlet, Dealer, The Great Indoors, Kmart, LandsEnd, Sears.com, Kmart.com, LandsEnd.com, TheGreatIndoors.com; Sears will match that price. However, the price match will be for the difference only, and does not qualify for the additional 10%. All other rules for qualification apply. Exclusions Sears will not price match competitors' bonus or free offers, special offers, rebates, financing offers, coupons, clearance or closeout prices, or prices on used, damaged, returned, open box or display merchandise, service contracts or automotive services, or installation, delivery, or assembly services. Sears will not match typographical errors or competitors' prices that result from a price match. Sears Price Match Plus Policy does not apply to parts, Sears licensed partner websites, digital services, "Sears Presents" and Shop At Home catalogs. Stores in Puerto Rico, Alaska and Hawaii will not match any online prices. An additional 10% will not apply to price matches within Sears Holdings formats. Photo copies of advertisements or receipts will not be accepted as verification of competitor pricing. Websites Kmart Landsī End The Great Indoors Sears Canada Manage My Home Parts Direct Extreme Makeover Home Edition Sears Games Craftsman Kenmore Sears Provider Network Sears Credit Cards Join My SHC Community |
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Joined: 01 Feb 2008
Posts: 259
| Posted: Thu Sep 11, 2008 2:58 pm Post subject: | |
| I'm just going to toss some fuel onto this fire. Here's a novel idea how about the salesperson actually using their selling skills to talk the customer into one that you have in the store? This is the determining factor between an actual salesperson and someone who just works in that department. | |
Joined: 10 Aug 2008
Posts: 269
| Posted: Thu Sep 11, 2008 3:01 pm Post subject: | |
| Last Chance, that's so two weeks ago. I too was given a memo by my boss that said that we cannot match .com prices anymore but that we have to waste everyone's time on those damed slow computers in the store. | |
Joined: 02 Jan 2004
Posts: 142
| Posted: Thu Sep 11, 2008 3:35 pm Post subject: | |
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Here's a similar thought.
We were told by our SGM that the store is not allowed to do transfer sales anymore, only as a absolute last resort. Instead we are supposed to do a sears.com order with store pickup at the destination store for the sale. 
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Joined: 08 Jul 2003
Posts: 4996
| Posted: Thu Sep 11, 2008 4:30 pm Post subject: available | |
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ski-sell something that's in the store
True but what is left over in the store might NOT be an ACTUAL VIABLE alternative the customer can use or want.If you push too hard the customer will see it as a hard sell and NOT even go online or return. Or what if the online sales have been stopping customers from going elsewhere.Alot of customers wouldn't even know Sears had something they wanted or could use if it weren't for the sales associate. |
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Joined: 06 Jul 2003
Posts: 7078
Location: Central CA
| Posted: Thu Sep 11, 2008 5:31 pm Post subject: | |||
Speaking as a customer, it can also be the determining factor between an actual salesperson and a perceived "bait and switch" artist. Customers can get pretty tired of the old "We're out of that one right now but for just a few dollars more..." routine, especially if they hear it 4 out of ebvery 5 times they go in the store. I know I do. Move them up TOO many times and you invite scrutiny as to why the advertised model is never in stock as quite often appears to be the case at Sears from the posts I read here... but the next more expensive one always seems to be there . |
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Joined: 31 Aug 2006
Posts: 155
| Posted: Thu Sep 11, 2008 11:37 pm Post subject: | |
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The bottom line it is just another way for Eddie to trim our commissions and inflate perceived earnings and profit. He cannot be creative and actually generate more business IE: lower prices, better sales and better support etc.
The internet is no different from the catologue. Once the returns pile up they will change, but by then more and more good people will have left and the talent pool will be more shrunk. |
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Joined: 10 Aug 2008
Posts: 269
| Posted: Fri Sep 12, 2008 1:30 am Post subject: | |
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If they bring it back to a store, a .com return doesn't count.
I've never had the regular return procedure work for a .com purchase. Everytime, I have to do it as a return without receipt. |
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Joined: 01 Feb 2008
Posts: 259
| Posted: Fri Sep 12, 2008 2:13 am Post subject: | |
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As a customer I'd prefer to get my product in a much timelier manner than .com orders offer. I hate to have to wait for something in an ad or the one I want to have delivered the next day. I have stayed away from the stores that typically don't have product in stock.
I think that whole .com ordering is just a way to reduce the salesforce out there in retailland. I also refuse to use self-check outs because that is just another way to reduce cashiers. I don't like the technology trend here. Folks, don't you just see it coming less people to help us when we shop. Less people to have jobs where we want to shop. |
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Joined: 21 Apr 2006
Posts: 1053
Location: the known and the unknown
| Posted: Fri Sep 12, 2008 5:30 am Post subject: | |||
This statement I agree with you 100%. The other one about us sales people doing our jobs and actually sell, that one hurt a little. Do you know how many times I did my job and told the customer why they couldn't use an item they saw in an ad because it wouldn't do what they thought it would? And when I preached the gospel on an item that would be best for them at a good price, we didn't have it? Then I would have to waste my time and check other stores or if the customer wanted...the internet. But this was not my main focus when I started this. This is a way to save money by paying a smaller commision than they should pay. I want to know how much further it's going to go. I don't care in my department, like I said, I can't make more than 2% anyway. If they can find a way to scalpe anywhere, they will do it. I'm sure we'll all see less of the higher commisioned items come into the store or we'll see more price reductions on the internet. It used to be sale prices were the same if it was store or internet, the last week or 2, I've noticed some considerable differences with the internet. I think the message is "Make them sell on the web so we don't have to pay as much." Eddie has done the math obviously. For instance I took a phone call Monday from a customer that wanted to know if I had a weight system in stock and I did. When I told him the price was $749.99, he told me it was $499.99 on the web. I checked it out and he was right. He was going to come to the store to make the purchase until I told him we can't price match the web. I told him I would be happy to place the order on the web for him when he got there but he was like "Why should I go there to do that when I can do it from my home." Can't argue with that. Plus he had a hard time understanding why we wouldn't match a price from our own company. Can't argue with that either. It's pissing me off more and more how I get peached at to do my job, but yet these idiots can keep creating more road blocks to keep me from doing my job, but yet I'm supposed to always be 2 steps ahead of them and find a way around it. It's easy to say "Just use the web." But what they don't understand is, some people choose to not shop that way. Ever wonder how Eddie would react if he was shopping somewhere and they told him he couldn't take his item home today but they would be happy to place an order for him on the internet and would be shipped to his home for an extra 65 bucks and he would get it in a week? It's ok for him to expect others to be ok with it though. I threw in the delivery fee because not everything is free shipping on the web. |
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Joined: 21 Apr 2006
Posts: 1053
Location: the known and the unknown
| Posted: Fri Sep 12, 2008 5:31 am Post subject: | |||
This statement I agree with you 100%. The other one about us sales people doing our jobs and actually sell, that one hurt a little. Do you know how many times I did my job and told the customer why they couldn't use an item they saw in an ad because it wouldn't do what they thought it would? And when I preached the gospel on an item that would be best for them at a good price, we didn't have it? Then I would have to waste my time and check other stores or if the customer wanted...the internet. But this was not my main focus when I started this. This is a way to save money by paying a smaller commision than they should pay. I want to know how much further it's going to go. I don't care in my department, like I said, I can't make more than 2% anyway. If they can find a way to scalpe anywhere, they will do it. I'm sure we'll all see less of the higher commisioned items come into the store or we'll see more price reductions on the internet. It used to be sale prices were the same if it was store or internet, the last week or 2, I've noticed some considerable differences with the internet. I think the message is "Make them sell on the web so we don't have to pay as much." Eddie has done the math obviously. For instance I took a phone call Monday from a customer that wanted to know if I had a weight system in stock and I did. When I told him the price was $749.99, he told me it was $499.99 on the web. I checked it out and he was right. He was going to come to the store to make the purchase until I told him we can't price match the web. I told him I would be happy to place the order on the web for him when he got there but he was like "Why should I go there to do that when I can do it from my home." Can't argue with that. Plus he had a hard time understanding why we wouldn't match a price from our own company. Can't argue with that either. It's pissing me off more and more how I get peached at to do my job, but yet these idiots can keep creating more road blocks to keep me from doing my job, but yet I'm supposed to always be 2 steps ahead of them and find a way around it. It's easy to say "Just use the web." But what they don't understand is, some people choose to not shop that way. Ever wonder how Eddie would react if he was shopping somewhere and they told him he couldn't take his item home today but they would be happy to place an order for him on the internet and would be shipped to his home for an extra 65 bucks and he would get it in a week? It's ok for him to expect others to be ok with it though. I threw in the delivery fee because not everything is free shipping on the web. |
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Joined: 10 Aug 2008
Posts: 269
| Posted: Fri Sep 12, 2008 5:43 am Post subject: | |
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Sears is already a ghost of what it was when I was a kid. I guess the push is to make it more Wal-Martish.
My first bike was a Sears brand bike. Used to buy all of my jeans from Sears, Roebucks brand. Work clothes, Sears. Sunday go to church clothes as a kid, Sears. My mother's sewing machine was a Sears. Even bought a Sears brand mattress back in the 80s. I guess there is just too much competition in the middle class marketplace. |
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Joined: 06 Jul 2003
Posts: 699
| Posted: Fri Sep 12, 2008 1:23 pm Post subject: | |||
That policy was still in effect today. Sears Price Matching Plus Policy. http://www.sears.com/shc/s/nb_10153_12605_NB_CSpricematch?adCell=AF |
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Joined: 08 Jul 2003
Posts: 4996
| Posted: Fri Sep 12, 2008 4:13 pm Post subject: 10$ per hour | |
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I keep on hearing a 10-14$ per hour hardlines associate is the company goal.
Might be even lower than that.I have talked to some people about the appliances in Kmart.Said the Sears people want to start people around 8-10$ per even though they get 2% commission on anything they sell.The Kmart people are going nuts saying that the starting rate for selling HA should be 6$ per hour. They're making progress but apparently they get alot of applicants & employees that keep on getting dryers and stoves mixed up.I think they're in around 250 Kmarts. Point being is gonna eventually go to a standard salary reguardless of store or format or even assortment. |
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Joined: 04 Mar 2008
Posts: 136
| Posted: Fri Sep 12, 2008 6:53 pm Post subject: | |
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Sears started out as a mail order business.(the original internet)
It will end as an online business.(see Ward, Montgomery) Anything else will be perceived as overhead. |
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Joined: 21 Apr 2006
Posts: 1053
Location: the known and the unknown
| Posted: Sat Sep 13, 2008 4:10 am Post subject: | |||||
I fully agree with you 100% lastchance, but when the district manager says that we won't do it and no manager will approve it we don't have much of a leg to stand on. Obviously the higher heads don't care what the policy reads as long as we do what THEY want. Anything to save a buck for the company I guess. |
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Joined: 02 Jan 2004
Posts: 142
| Posted: Sat Sep 13, 2008 11:53 am Post subject: | |
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The announcement came out last week via the consolidated newsletter. There now is a section of the .com for appliances called "hot buys" that the store is NOT allowed to price match in-store. Managers and associates are being told that if a customer comes into the store wanting the items in that section of the .com, the item must be store-to-web purchased for delivery or customer pickup. Managers are aware of the items and the prices and are being constantly watched by LP to ensure that any local price matching on these items is not allowed.
In conjuction with the HA ad this week, the items in the "Hot Buys" section are all Kenmore laundry products. The D/26 people in my store are furious over this change. We haven't had a customer yet (that I'm aware of) that didn't walk once they were told they had to buy the item online and the price wouldn't be honored in-store. |
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Joined: 06 Jul 2003
Posts: 7078
Location: Central CA
| Posted: Sat Sep 13, 2008 3:23 pm Post subject: | |
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Again as a customer only.... I will not buy on line from any company that has different prices on line than in the store. Not only is it an outright insult to the sales people, it's an attempt to manipulate me into doing what they want me to do instead of simply serving my needs. I never bought into the "educate the customer" BS Aylwin used to spout.
Lampert can use sears.com for a hemorrhoid scraper as far as this customer is concerned. |
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Joined: 01 Feb 2008
Posts: 259
| Posted: Sat Sep 13, 2008 3:53 pm Post subject: | |
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Nofsdad, I am with you 100%. I think that is bait and switch type of merchandising. The store should also have HUGE signs stating that the prices can not and will not be matched for internet pricing.
I'm just wondering now if I take that online price to a different retailer, Lowe's or Home Depot and ask them to match the Internet price if they will do that for me? I bet they will. There is no shipping charge if the customer picks it up at the store, right? Then why not go elsewhere to get the product right now? The management in your company are digging a huge hole for the Sears corporation to fall into. |
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Joined: 06 Jul 2003
Posts: 7078
Location: Central CA
| Posted: Sat Sep 13, 2008 7:22 pm Post subject: | |||
I haven't been to Sears.com to check, but if they don't have a big old box somewhere on every item description that plainly states, in huge red letters that "These Prices Are Not Available In Stores.", then they doing a disservice to their customers as well as their employees also. I remember when they were blatantly telling customers to go into the stores and pick the brains of the associates and once they had gotten all the info they needed from some commissioned salesperson who might have actually made a sale or two if this boob hadn't taken up 30 minutes or so of his time for nothing... to go home and order the item on line. I suppose they're still doing it and this is just another part of the program. How many ways can Sears find to say "%$#! you" to their associates? We may never know. |
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Joined: 26 Jan 2007
Posts: 287
| Posted: Sat Sep 13, 2008 11:35 pm Post subject: | |||
Associate 919191 and then just keep going. It usually works for me anyways. The key is to ignore any message the screen pops up. |
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Joined: 28 Sep 2008
Posts: 4
| Posted: Mon Sep 29, 2008 5:15 am Post subject: | |
| Interesting that we're now advertising our "pro active" price matching using compeditors websites... | |
Joined: 18 Aug 2008
Posts: 15
Location: Massachusetts
| Posted: Mon Sep 29, 2008 5:42 am Post subject: | |
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Are these "hot buys" take it home today items? Because if they're not then buying them store to web and buying them with the register are the exact same---going to the customer's home through central delivery. The ONLY thing it changes is what the receipt looks like.
Maybe approaching the customer saying "here's how we order that item, its a great deal" rather than "would you want to follow me to the computer because the jerk manager won't let me use the register for this" would help? Just make them think that this is always how it works and you'll save your sale. |
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