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How much salespeople influence you?

chirico (Chiara)

(website)

Veteran

I am thinking, in terms of GOING to a store, not BUYING once you are there.
When winter sales began, I wanted to buy a couple of Sandro Ferrone dresses. I have one of their stores very closeby, but I stated to my mom and aunt in a conversation that I was going to the store in another town, Nettuno, only because the lady there is nice and very helpful, but mainly nice.
In the closest store, I went once and I was looked at suspiciously, as if I was going to steal something. My MIL and SIL had similari experiences there. Yesterday I was walking and saw a beautiful dress in the window. Then I saw the lady, and thought to myself - nah, I am buying this in Nettuno.
In both cases the ladies are the store owner. And no, I am not particularly known in any of the two, I am not really a regular customer.
Back to you: when you decide which store to check, how much the sales staff influence you?

General

25 replies

Latest reply was from Summer

Bijou

Veteran

The attitude of sales people is a key determinant on which stores I shop in (as well as the merchandise that they stock). I do not like to reward bad behaviour and think sales people should treat all customers with respect. I have two shops that I am a "regular" in and it is because the sales staff offer good quality products and exceptional customer service. I want to see these businesses thrive and appreciate that whilst online I may buy something the same or similar for a cheaper price, I am happy to pay for the convenience of being able to try on items to get the right size and also the fashion expertise of the sales staff.

chirico (Chiara)

(website)

Veteran

Great point! Sometimes I know Amazon would be cheaper, but I want to reward località shops for being ther and being helpful.

Anonymous

I am very much influenced by the sales staff. It informs ALL of my buying decisions. If I am not comfortable, I try to get out of there all together.

But my issue is the reverse. In the States, in some stores, the sales staff greet you loudly and act like they are long lost best friends just seeing you again after years of absence. I don't want to be ignored, but these loud greetings embarrass me. J Jill was the worst of them. I had to stop going into those stores altogether.

In contrast, the older sales staff at Talbots are haughty. They act like they are doing you a favor if (1) have the merchandise in stock, or (2) grace you by taking the time to wait on you. I avoid this store too.

chirico (Chiara)

(website)

Veteran

Ah, Sterling, I remember the overly chrery and helpful younger staff in the US! Looks like there can't be a middle ground!
Truth to be told, I have also had great shopping experiences in the States. I guess it really depends. And even younger staff can be haughty - A&F comes to my mind, I used to buy lots of jeans there but it was never a pleasant experience.

SecretSquirrel

(website)

It does make a big difference to me, yes. It bothers me if sales staff ignore me or are sloppy. I bought trousers and leggings yesterday from two different shops. The lady at the first place practically threw the trousers into the bag (I re folded them outside the shop) but at the second, not only had she shown me the types of leggings they had, she wrapped them in some tissue and we had a nice (genuine) chat. Much better experience.

I lived in Milan a while ago and liked the custom that a lot of shops employ of finding you what you need. This of course only works if you are looking for a specific thing, and can come across as pushy, but it isn't intended that way and as I am not much of a browsing type, it suited me well (as an aside, if you wanted to browse, I remember there is a phrase in Italian that translated something like - 'I am just looking with my eye'!). Is that right?
I seek out similar stores in the UK that offer this style of help.

Brin

One of the reasons I shop at Loft (and Ann Taylor to a lesser extent) is because I have always found the salespeople extremely friendly and helpful (even though at Loft they are half my age). I shopped two Sundays in a row a few weeks ago and was recognized by my previous helper. We had a genuine chat (complete with giggling) and catching-up about how my earlier purchases were working out.

The staff are not at all pushy, but they do bring suggestions for me to try on, especially when I'm trying to make sure that I can put an outfit together. It feels like everyone is having fun, not just me. (Possibly this is why about half of my recent purchases are from Loft...) At Ann Taylor they are quite friendly as well, but there are fewer salespeople around and I feel almost guilty about bothering them.

Joyce B

Veteran

I shop mostly online because of the convenience and because you generally get items that have not been picked over.
As far as salespeople go, some are very pushy and you realize when they are selling for themselves and not in your best interest. A good salesperson is one that knows their merchandise and that can match the right items with the customer. They need to have the customer want to come back to them, not just sell one item. I have found just a few salespeople that I like and go to them, such as in Norstrom's shoe department.
I stopped shopping altogether in places where the staff had a bad attitude about returns of store bought items. I am talking about WHBM and Loft. Loft actually asks for your government issued ID in order to process store bought returns. Other stores do that too and I avoid them as well. At my local WHBM the sakeswoman was very argumentative about returns and several other salespeople in that and a different store also had very poor attitudes so I stopped shopping there altogether.
Nordstrom's and BR are the best to shop online and in the stores so far.
So yes, salespeople's attitudes are very important in my decision of where I choose to shop and I agree with you in going to the store where they treat you right.

Joyce B

Veteran

I realize that what I said about returns applies mostly to the US as in most countries it is very difficult if not impossible to make returns. Over there the salespeople's attitudes count even more.
Sorry about the very long answer, Chiara.

Jules

Veteran

It's huge. I've walked out when someone refused to accept my "just browsing, thank you" and kept trying to interact with me - respect the introvert! I have a local shop I frequent because the owner pulls the best things for me and lets me take as long as I need to try on and decide. Her return policy does not matter at this point because I've never wanted to return anything (nor do I expect the same policy from a one woman show as from the Gap....)
On the other hand, two local shoe stores carry some good brands and have a few things I'd like to try every season. But it can be impossible to get a chance to try on when they are busy (one is a tiny place with often just the owner there), and they can be impatient if I don't buy anything, which is most of the time (the nature of trying on shoes, IMHO). So even as someone who tries to support local, and doesn't enjoy the order/return cycle of on-line shopping, I'm relying on shoeme.ca more and more. I'd actually love it if all shoe stores went to a lower-end model of having the shoes on the floor, so I don't have deal with a person to get at the product - it's often a hindrance. Unlike in clothing stores, I can't recall ever having a shoe salesperson suggest something good to me I hadn't seen or wouldn't have considered, and I have had people tell me something fits when it was uncomfortable, for example.

kerry

Veteran

There is one store where I won't go anymore, in part because of an aggressive salesperson, and in part because of a very strict returns policy.

I do most of my shopping online. However, when I'm in a B&M store, I prefer salespeople to acknowledge you soon after entry but are not pushy, will start a fitting room when they see a pile growing on my arm (I tend to try on a lot of things when I'm in a B&M store). Right now there aren't any stores I frequent just because the sales people are great.

Karie

(website)

Veteran

Salespeople need to be polite, friendly, helpful, and not hover over me. If I get ANY sense of the opposite of the above, especially rudeness, I will NOT be back EVER. At a lot of stores I am asked at the register about my experience, and I will let them know, ether way, about mine. If I'm not buying, I will find a manager and speak to them if I've had a bad experience.

Carla

Veteran

Absolutely! I haven't been into a Sephora in over a year, and break out in a sweat when I pass the one in the Eaton centre after my negative experience there. In fact I'm having difficulty bellying up to the beauty department of ANY store after my experience at Sephora. I know, I've got to get over it...

I've had some very good experiences with SA's, though. There was an absolutely great guy who helped me and DS#2 at J.Crew. He did a lot of fetching of sizes and answering of questions, and was honest when I asked him about the cashmere sweaters and if they wore well. (He politely answered that the store was seeing a lot of returns 'because they weren't the quality shoppers were used to.') We didn't get cashmere sweaters, but we got lots of other stuff.

I wouldn't have got a navy cash-cotton turtleneck at BR if the SA (another male) hadn't volunteered to 'check in the back' for my size and a lovely (male!) SA at Lulu Lemon was a great help when I was making a purchase for DH.

There is an older (40 years) SA at an Express close to my office who recognizes me, and we have had a few chats, though my lunch time browsing is limited. When we were discussing the merits of a particular pant, and how great the fabric of one particular colourway was, she volunteered that she had purchased 2 pairs herself, and had one tailored into a skinny (they are barely boot cuts). Brilliant! There is a mature SA at AT who stands out as well.

If I can 'click' with a SA in a store, I am very happy to benefit from their expertise.

kkards

Veteran

yes, in fact there are 2 stores around the corner from where i live that i don't shop in because they make me feel like i'm bothering them every time i go in….now i know that i'm not the target customer (one is more abstract arty high fashion and one is more like NYC chic, but only if you'd never actually been to NYC). on the other hand, there is a shoe store on the same street, where i spend way more than i should, because the owner is so pleasant, and goes out of her way to help.

Peri

Veteran

Definitely! I dislike the places where they won't leave you alone, but I also have trouble in BR where they are usually understaffed and just ignore me. I also dislike WHBM and their practice of stuffing my dressing room full of things I didn't choose and don't want. It seems so manipulative. I usually don't try any of it on and they have the work of putting it all back away.

What I dislike the most though, are the multitude of snobby boutiques where they size me up when I walk in and decide I'm not their customer. Well, usually they are right...I don't know who all these wealthy 20 year olds are, but apparently there are enough around to keep stores like this in business!

Best "just right" style of customer service for me has been Athleta. Over and over again, they are helpful in finding what I'm looking for and explaining their different options, but otherwise not the least bit pushy.

Staysfit

Veteran

I absolutely count on excellent SA in a local shoe store. It's a small shop and they get to know their customers tastes and what works for their feet. I try to make most of my shoe purchases from them whenever possible although they have a limited selection. For clothing it's harder to say. We don't really have anything equivalent in the are, but if we did I would definitely give them my business.

rachylou

Veteran

This certainly applies to me for hipster donuts, but not clothing. The only store I can remember seeing the same shop girl twice ... That's closed.

Anonymous

I don't want to be pushed or ignored, and I don't want someone following me or watching me as I shop. I want the salesperson to be polite and available if I have questions or am ready to try something on. If I feel smothered, I leave and never go back.

Mochi

Veteran

Heh, Rachy, we have artisanal donuts here in Boston too.

I would agree about the influence, though I haven't run into rude salespeople lately. Maybe I'm self-selecting? For me at this point it's more about buying local.

Anonymous

Oh gosh, yes. I make an effort to go to stores where I can get intelligent, honest help from SAs who have an idea of my style. I'm totally at sea when left to my own devices. I used to love the Nordstrom stylists at my local store, but the company's payment structure has affected the skill level of stylists, who just can't make a go of things in a smaller, less wealthy area like mine.

Like you, I like to support small local businesses and shop at boutiques that understand my style. At my favourite boutique in a tiny seaside town near me, the owners (a mum and daughter team) will honestly tell me, "oh no, that looks awful on you!" Or, "you bought something similar last year so you don't really need this version." When they gush about something, I trust them. I also love it because I get two generations of advice: My own in the mum and the younger, hipper generation in her daughter. It's a bit like being on YLF!

chirico (Chiara)

(website)

Veteran

Thanks for your replies!
I am so surprised, given the importance of SAs attitude, that stores don't focus more on this! It's a fine balance of being helpful without being pushy.
SecretSquirrel, I always say "vorrei solo dare un'occhiata", buy that's not always taken well.

rabbit

Veteran

Like Sterling I kind of prefer not to be acknowledged, other than a brief check in. Thinking about it, it's because whenever someone performs a friendly service for me as part of their job, I tip -- hair, waitresses, coffee etc. But when I go into a clothing store, especially one with attentive salespeople (i.e. higher prices) There is a 85% chance I'm just browsing, not buying. I feel awkward that I'm not 'tipping' if they help me out.

But I'm not willing to buy something that I'm not sure is the best option, just because someone is more attentive to me, I like no distractions so I can evaluate on my own. Of course it's nice when the salespeople let you into the changing room and seem to be cheery -- which cuts across all price points. My local Goodwill is genuinely friendly that way. My H&M is hilariously blase about the idea that because they are standing at the changing room entrance, they are supposed to be aware of your existence when you approach. But that's youngin's for ya. I just don't visit at busy times of the day, and then I can let myself in and out.

I agree with Joyce that if there is any grief with returns (when I've followed the return policy to the letter), I don't return, because trying on at home as part of outfits is a big part of how I evaluate clothes. With Forever21 which sometimes has great deals on items I'm looking for and no returns I have them hold the items, go home and put on the clothes I want to test with the new items, and go back to the store the next day to try them on again as part of an outfit.

Lol racylou - you are so right about hipster donuts vs. clothes. I totally frequent coffee shops and lunch spots for the staff as much as the food.

Dottie

I've had the same experience as Peri in WHBM (their practice of stuffing my dressing room full of things I didn't choose and don't want). I visited WHBM about 2 weeks ago and was trying on slacks. The SA constantly interrupted me in the dressing room with a dress, dressy top, and other things that she wanted me to try on. I politely declined but I felt uncomfortable continually having to decline her advances. I probably won't go in again unless I see something nice online and I want to try it on in person.

BrieN

Veteran

In the last year, the best shopping experience I had was at Athleta. They were great. Helping me decode the different leggings, finding sizes, and helping determine if something fit right or not. I was a little nervous to go in there as I'm no buff-master, but they were so "normal" I quickly just relaxed. I really believe that if I were to go in there with something I'd worn a few times and didn't love, they would take it back no problem, as their return policy states. I would purchase from there again in a heartbeat.

The year before, the best shopping experience was in a local boutique when they helped me purchase jeans. The SA explained how each cut was different and why one was looking better than another on me. Priceless. I was so sad when the store changed owners and staff.

Anonymous

Reading all these comments, I realize I like to be left alone (I do like it when they start a dressing room for me).

I also realize I am very much intimidated by haughty sales clerks. Nothing will make me "not buy" than that. I rarely return to that store because I felt uncomfortable.

Summer

Veteran

It's not just the sales staff, but the general vibe of the store that counts when I'm shopping. I tend to shop in the larger (UK) stores, where I know I can browse at leisure without feeling pressured. Mostly, the staff are friendly, polite and ready to help when needed - just as I like it.

Nothing is more off-putting than an over-zealous, pushy, rude or haughty assistant, but, honestly, I haven't encountered one of those in a long time - or maybe I've become better at handling them in my old age!