How Not to Sell

I was looking at laptop computers in a Micro Center store. I knew what I wanted. A sales associate asked me how could he help me. I told him I was looking for a laptop computer with a cd/dvd drive and a way to hook up speakers.

He recommended either a Dell or Hewlett Packard (HP) laptop. I told him I didn’t want an HP laptop because I had trouble with an HP printer. The HP printer had lasted for three months before it stopped printing due to a problem with the inkjet cartridge.

He showed me a Dell laptop model. I said that I was interested in purchasing it. The price was around $575. He then went on to say that I should spend another $200 in case of hardware failure. Then he told me I should purchase anti-virus protection. I mentioned that I was interested in upgrading my current 2003 version of Microsoft Office to Office 365. When he told me the price for the three year subscription, I asked if I could wait before getting that. He insisted I purchase it along with my laptop right away because if I didn’t I wouldn’t save the advertised $20 discount.

I asked him how much everything would cost. It turned out to be around $1100. I thank him and told him that was too much. I walked away. His mistake was that he didn’t take the time to listen to what I wanted. He was so anxious to make a sale that he told me what I should spend, instead of letting me determine what I needed to spend.

I had a different experience in a Staples store near home. The sales associate was helpful and asked me questions about what I was looking for. He listened to me and made recommendations according to my needs. The result was that my husband and I purchased a new Dell laptop at the staples store. I had a much better customer experience and the sales associate sold me my new laptop at a much lower price.