Mattress Metrics: Flexibility on sales floor
Mastering the art of saying yes
Furniture Today Staff -- Furniture Today, May 19, 2011
 Mattress Metrics |
What are consumers saying when they seek "flexibility" in their mattress salesperson? Well, it could be anything from lower prices to a better option on delivery times.
On the price front, some retailers wheel and deal on prices while others don't. Sales associates quickly learn how to deal with price issues, based on how their store lets them proceed.
But we would suggest that sales associates look for ways to say "yes" to consumers that don't involve offering them lower prices. Perhaps the retailer can sweeten the deal with the inclusion of a pillow or two. Maybe the retailer can give the consumer a nice selection of delivery times to choose from. Or it may be that the retailer has a nice selection of sleep sets to give the consumer several options.
The point here is that consumers like to hear "yes" more than they like to hear "no." The wise sales associate will look for opportunities to say "yes" to the consumer. If the store gives the RSA no flexibility on a particular issue, the RSA should be prepared to note that fact if it becomes an issue.
It's also a good idea to note that "flexibility" is pretty far down the list of attributes consumers say they want in their RSAs. Many other things are much more important to consumers, so RSAs should not be overly concerned if they don't have the flexibility to give the consumer what she wants.
Key take-away
Flexibility is in the eye of the beholder. RSAs should look for areas in which they can give the consumer what she wants.
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