Them: We offer a 5 year protection plan on this item, would you like to purchase it?
You: No Thanks.
Them: If the device has an issue you can have it replaced completely free, are you sure?
You: Yes I’m Sure.
Them: Well, that’s your choice, but just so you know, earlier today a customer came in and their device was ‘toast’, we replaced it completely for free! I told him we would when he purchased the protection plan last year!
You: ENOUGH ALREADY!
Have you ever felt this way at a store when buying something?
This week I was an independent 3rd party, not involved in the transaction, when my friend was having his computer looked over at a Staples store. While one employee was reviewing the computer, the other employee was checking another customer out. That customer was buying a printer. The employee said …and I quote…”I know you said no, but I wanted to let you know that this extended warranty will replace the printer for free if anything goes wrong”
DUDE! He already said No. You even heard him say No because you started your next sentence with “I know you said no, but”
Consumers don’t want this. In fact, we are so frustrated with this whole checkout process where we are asked countless questions in an attempt to up sell us that we just inherently say NO know!
If you are offering these types of plans in your business, please stop doing this at the checkout. It leaves the consumer with a bad taste in their mouth and they will be less likely to refer someone in the future. Furthermore, if they were referred by someone to you, they will most likely call that person and update them on how they feel, resulting in less referrals for you from your referral sources.
Instead, if you offer these plans and packages, build the case for them in the sales process and be sure to match the right plan or package with your customers needs. Get the buy in on the extra item BEFORE you go to the checkout.
In the case with Staples, there was never a single conversation between the employee and the customer about the customers concerns. The employee would have much more success obtaining his commissions (confirmed by him after the customer left) if he asked questions about the customer and their concerns with the printer and their plan for repairs should a similar thing happen in the future.
Don’t oversell, it’s unbecoming and results in less referrals!