Wacky, Spaced-out Customer Service!

[Waxman]

I've been in negotiations for about 3 weeks with one of my major $$ suppliers. We've been negotiating prices, talking business, etc. I had been dealing with my account rep. (salesman).

After one pointed email from me yesterday, I received an unannounced visit from the sales manager. He explained pricing to me and we negotiated a little more. He didn't say anything that couldn't have been said by my account rep.

Then, he looked at his watch, informed me he had skipped lunch and was therefore 'off the clock'. He then proceeded to give me a sales pitch on a certain detail product . His company doesn't sell detailing chems. I listened to his pitch, took some product, tried it later (not impressed ), and thought about what happened.

I decided to call my salesman this morning. I asked him why he sent this guy, why he didn't call me and tell me the guy was coming, or why he didn't just come or call or email himself. He was flabbergasted when I told him what happened.

What do you guys make of this? I may have overreacted, but the whole incident stunk of a lack of professionalism to me.

 

[Jeff_L]

Sounds like the sales manager decided to take the situation into his own hands and make the visit to you himself. Not sure about the detailing product, maybe trying to use that as a tactic to get your thoughts off the negotiation? Anyway, any good sales manager would absolutely let his sales rep know of his intentions and it should not have been a surprise to him.

 

[PaulLovesJamie]

trust your instincts.

 

[MEP001]

Was he "flabbergasted" by the sales manager's visit to you, or by the tactic of trying to sell a line of detailing chemical supposedly off the clock?

 

[Waxman]

I think he was aghast at my description of the whole situation. I let him know that if we are to continue a business relationship, I want to deal with him. If he was sending someone else, I should've received a heads up. I went overboard, asking him if his company was a joke now, etc. Probably a poor decision on my part but I just couldn't believe how they mishandled my account that particular day.

The fact that the guy tried to sell me some rinky dink product is like going into a military base and trying to sell them pop guns. Just ridiculous.

 

[rph9168]

I would keep an eye out on my dealings with this company. Sounds like they definitely either have personnel or financial problems or both with employees going behind each other's backs.

 

[pitzerwm]

Was the manager selling this product as a side line on his own time? If so, it would appear that it was just his action trying to get access to good customers. The owner of the company should be made aware of this.

 

[Waxman]

yes, he was on his own time, i guess. i don't want to get the guy fired over this, so i just let my salesman know my feelings.

 

[MEP001]

If he's doing something against his company's policy and at the same time risking one of their customers, he should be fired.

 

[mac]

Unfortunately this doesn't surprise me that much. A few years ago I spent many thousands of dollars on some real professional sales training. It literally opened my eyes. (It is the Sandler system if anyone cares.) Most companies have no sales training, except to give them an old tape or book. If someone actually does sell some stuff, he or she is usually promoted to sales manager, again with no real training. Salespeople need to listen more than speak. They need to first determine if there is a need, if the person is the decision person, and if they have the money to purchase it. People actually like to buy things, but hate to feel like they are being sold something. The trick is finding the buyer's true reason for asking about a product. Most all of us lie to salespeople. Don't be so quick to doubt that. Who of us hasn't gone to a store for something, and when approached by a salesman say we are just browsing. Sales is actually a lot like psychology. And you can make a lot of money doing it ! There are just too many boobs doing it.