Friday, June 07, 2013

The difference between old school sales and the new paradigm

Sears online order: No ability to see the product before ordering. No time line of expected ETA of item at store. Notification by phone call. Continued notifications even after item delivered. Sent to department counter to arrange delivery, but they want you to go to catalogue order counter. Catalogue order counter personnel consist of people who can't process a delivery without hand-holding from other staff. Counter terminals not working properly. Delivery window of 6 hours. Actual delivery on different day.

Apple store purchase: Walk in. Immediately approached by staff to offer assistance. Ask about product. Given live demo. Agree to purchase. Mobile point of sale allows purchase right at the demo location. Receipt sent to email. Free training offered in-store at a future time. Leave store with product.

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