Customer Training or knowledge of Guitars? - Shop Staff

SNAKEBITE

The Dawsons thread got me wondering, when you go into a new (to you) shop for a browse or to buy something specific do you require, from the person serving you, good customer skills or musical ability/guitar knowledge?

Yeah, I know it would be cool to have both, but this is just a theoretical discussion to get the juices flowing and promote a bit of banter.

Remember, play nice, no biting or scratching!

RaymondLin

Customer service first and honesty. If he doesn't know something then just say he doesn't know the answer rather than make it up.

terada

Customer skills is always number one. I can play the guitar myself.

Chalky

I expect them to know the product they are selling (major part of the guitar specs) and be guitar savvy enough to know, for example, when the setup on a guitar is crap for the majority of customers. Like a good waiter they should have an eye open for when you need a hand but stay away when you're just enjoying getting to know the guitar.

richardhomer

What I expect from a 'specialist' in any sector, is that they have good product knowledge, present themselves as approachable and seem to want my custom.

Ideally a skilled sales person gets to know and understand their customer by asking questions and will suggest things which they genuinely believe the customer will like.

It's probably the case that that skill set and level of knowledge won't come fully formed in a new recruit - but their desire to develop it and offer genuine help is vital if a 'bricks and mortar' retailer is to justify its existence.

zenzeypher

I think you'd be lucky to get someone who just wants to be there given the wage.

GavRichList

nothing worse than ponytailed Johnny Alltheriffs who wants nothing more than to try the guitar out for you. I get that the music career didnt work out for you mate, but you dont have to be such an insufferable tit.

(I was bitten by a guitar shop assistant as a child).

 

If I've entirely taken leave of my senses and decided to buy something in an actual shop for 30% more than it's available online, all I want is politeness as and when asked for.

chrishill901

Customer service 

I recently went into a shop to try an amp and he asked what guitar I play, plugged it in and spent 20 minutes noodling on it, saying how great it felt and responsive it was, ignoring me saying id like to try it and eventually I left him to it. I never played that amp, although I get the impression he may have bought it himself, he seemed to love it. And his playing was pretty naff

meltedbuzzbox

zenzeypher said:

I think you'd be lucky to get someone who just wants to be there given the wage.

yup

I dont get spec nazi questions, just play the damn thing and see if you like it

mike_l

Honest answers. No made-up BS.

Hand me the guitar that I want to try, ok check it's in tune first, let me have a play with it.

Pretty much like I've always had at Coda.

 

If a complete novice/parent (or other) who knows nothing want you to demo a guitar/amp then you can. Also, offer some advice on periferal stuff (Ie tuition books/DVD's etc)  and answer questions honestly.

crunchman

To be honest, I don't go into a shop expecting them to know more than me these days.  Some of them do, but I don't expect them to.

It seems to be the case in most shops that they can't pay good wages to get good staff.  If you think guitar shops are bad then you should try PC World.

Samgb

A bit of both really. You dont have to know all the spec - you could get that in seconds on a smartphone. But you should be able to setup a guitar. Maybe help someone dial in an amp? Recommend things to a novice/mum and dad without taking the piss and trying to sell them a Custom Shop model. If someone wants to buy something they really dont give a damn whether you can play or not. Let them try it. And just be nice for god's sake. Cardinal rule of working in a shop - dont be a dick. 

meltedbuzzbox

mike_l said:

Honest answers. No made-up BS.

Hand me the guitar that I want to try, ok check it's in tune first, let me have a play with it.

and if at PMT wait 30 secs for some chords and a widdle, get the guitar and actually tune it

Teetonetal

In terms of guitar the two have to go hand in hand - there is no point in a salesman that doesn't know his product or the options and I feel that when selling any musical instrument you have to be able to play it... but customer service is unrelated and easy to train. These shops are just not investing in their staff or thier customers.

meltedbuzzbox

Teetonetal said:

In terms of guitar the two have to go hand in hand - there is no point in a salesman that doesn't know his product or the options and I feel that when selling any musical instrument you have to be able to play it... but customer service is unrelated and easy to train. These shops are just not investing in their staff or thier customers.

I have generally found GAK to be great if you have to ask questions. 

Prymaxe too

SteveGV

Customer service is always number one. Our ethos is to create a more relaxed environment and try not to be too in the customers face, but whilst still being near-by to answer any questions or provide any help.

Obviously product knowledge is big part (and something we strongly ask of our sales team) but my own personal opinion is in this industry most customers will have done most of their research before coming in the shop to try a guitar out so they already have a good idea of what it's all about, so I believe by leaving them to make up their own mind by playing in their own time it's one of the best forms of sales as these guitars will speak for themselves. Most of us will know very quickly when playing if a guitar is for us or not.

That's just me though (and I should probably point out I'm not in sales in the shop!), that's what I prefer when I go into other shops.

ftumch

I couldn't care less either way, I know what I want and I'm not bothered if your nice to me, just give me a discount

Edit: I do care really, I'm just joining in with the new forum ethos of behaving like a rude wanker.

Hertz32

ftumch said:

I couldn't care less either way, I know what I want and I'm not bothered if your nice to me, just give me a discount

You can't say that! Thats ridiculous, why would a shop ever think about doing that? 8->

RaymondLin

I am not sure about you guys but for me, wheb I ask to demo a guitar, I already know what it's about, the question is whether it lives up to expectation. That's why I'm in the store in the first place.

ftumch

Hertz32 said:

ftumch said:

I couldn't care less either way, I know what I want and I'm not bothered if your nice to me, just give me a discount

You can't say that! Thats ridiculous, why would a shop ever think about doing that? 8->

Indeed!

Hertz32

Quite frankly, if I was offered good enough service, I'd be quite happy with paying the full RRP as I have done with Dawsons. As it is, I'd like a discount as a goodwill measure due to how comprehensively shit they were.

Good service. Every. Single. Time. 

As I said, I'd even pay the tag price if it was on a par with GAK service. It just makes everything even better with GAK when they will discount it as well!