If I want to buy a new TV for my lounge, the first thing I’ll look at is how big the TV can be.
I could measure the space allocated for the TV and then decide on the size required.
That’s the first step and this dictates my search parameters in the general product class.
If my choice was a 60″ TV, then I would go to Google and look for a 60″ TV.
I hit ‘search’ and BANG! I have 20 choices from LED to UHD , curved to flat, 4k, 3D and Smart.
Armed with choices and a price idea ( as well as price ceiling) , I decide to go to my nearest store to physically see the TV’s in action and choose one.
There are two possible scenarios that will unfold here.
Scenario 1
I arrive in the section and start looking for the size choice options.
At that point , a sales person arrives , sees me looking at TV’s and asks,” Morning Sir, may I help you?”
We all know the answer to that one.
I continue to wander through the section, finding one or two products that could work, but since I don’t really know what would be the proper option, I decide to do some more shopping around and leave the store.
Scenario 2.
I arrive in the section and start looking at the choice options.
At that point, the specialist TV adviser walks up to me and having noticed that I was looking specifically at 60″ TV’s asks, ” Morning sir, that 60″ going in the man cave?“
At which point I reply, no, the downstairs lounge – but close enough.”
We are now engaged.
He should then ask about the type of TV Shows I watch, whether I have a home theatre system and if so, what kind?
Based on that discussion , he can then recommend products more suited to my entertainment requirements as well as offer advice on the different options such as 4K, Smart and Curved VS Flat- all aimed at delivering the best watching experience for me, the customer.
Then we get into a discussion about cables and the importance of buying proper ones as well as wireless headphones and a high quality, multi-zone Blu-ray player.
Now we’re talking about my home theatre system, setup, speakers, receivers , the upgrades I want to do (we’re never truly satisfied) and the aspirations we have there.
At the end of that conversation, the adviser knows me, what I have , what I like and what I still want. It’s been a positive discussion and , based on the opinion of someone I trust, I make my final choice in TV , not forgetting the proper (expensive) cables and that High Spec Blu Ray player.
Difference between the 2?
Scenario 1
- nothing.
Scenario 2.
- Good relationship started.
- Customer got what he really needed and will have a great watching experience – EVERY TIME.
- Trust established, future purchases guaranteed.
- Higher sales value transaction.
I know which one I want as a business and as a customer.