Manipulation comes in many forms; some we can live with and other forms are intolerable. I guess being influenced by salespeople is something we’ve come to tolerate. Let’s face it, most salespeople are rewarded in some way by the amounts of product they sell.
Selling technology is no different. I would imagine selling in today’s tumultuous economy with a host of products that are forever changing must be difficult. Over the past year I’ve heard some sales horror stories from many of my customers.
One of my favorite ways salespeople push products is to demonstrate ease of use without letting the customer get their hands dirty. I noticed this when Windows 8 was introduced. Following Windows 7, 8 was perceived as a horrible operating system. To counter consumer perception, stores trained salespeople not only how to demonstrate the product but how to prevent customers from actually trying 8.
Not letting the customer use a specific product eliminates chances of losing the sale. Stores generally have a limited return period for opened electronics which isn’t communicated. It’s well known in the industry that frustrated consumers won’t admit to disliking a product and will let it sit unused well past the return period.
“This is going to be the last device you will ever need.” Yeah right, that’s the oldest line in the book. I don’t care what the technology is, someday it will be considered obsolete. In all reality, electronic gizmos will always need to be replaced either through obsolescence or failure.
A good salesperson will push a product that can be expanded later based on future needs. Nothing lasts forever, but a product that can be added to without removing the old is money well spent. Major PC manufacturers make inexpensive computers with limited expandability. Though they may have many features today, tomorrow the computer will need to be replaced.
Last week a customer came to me with a new tablet she was having problems connecting to her printer. The salesman at the store told her she could use it to print documents. Without asking the model of printer, the salesman made an assumption the woman had the latest printer with available drivers.
It’s a good idea to bring model numbers of other items you own with you to the store to insure compatibility. Unfortunately it’s not the salesperson’s responsibility to ask these types of questions, but they should be able to tell you (perhaps after some research) whether your devices will work together.
How many times have you heard about extended warranties and how good an investment they are? From my own experience I can tell you I’ve been offered a warranty every time I make a purchase. Salespeople get credit for selling them, that’s why they’re offered.
The reality of extended warranties is they make the store money. Computers, laptops, tablets and printers usually come with a one year factory warranty to cover defects. Unless the extended warranty covers accidental damage then it’s garbage. After the first year most warranties prorate based on age.
Research and knowledge are the two best things we can do as consumers. Understanding the products we’re purchasing prior to making a decision is the only way we have of insuring satisfaction. If you have questions the salesperson can’t answer then chances are you’re not dealing with the right person for you. After years of talking with frustrated technology owners, I decided most dissatisfaction stems from the day of the original purchase.
(Jeromy Patriquin is the President of Laptop & Computer Repair, Inc. located at 509 Main St. in Gardner. You can call him at (978) 919-8059 or visit www.LocalComputerWiz.com.)