Product Knowledge
Comet recruits and trains the right people. They do not look for people with high intelligence and have a lot of qualifications but look for people who have good interpersonal skills and are capable to sell a product. They also usually look fro people who have the skills needed for selling products. Training of Staff All Comet Sales Staff undergo a full induction programme to build the worker’s confidence and increase company knowledge. Comet also has Product Knowledge Road Shows for its staff. Comet Sales Advisers are given in store product knowledge guides. Comet works closely with product suppliers. The product suppliers pay regular visits to ensure that the Sales Advisers’ knowledge is right and up to date.
All Comet staff learns about Health and Safety in their induction training. They are taught how to react when an accident occurs in the shop. If comet staff reacted in appropriate way when an accident occurred this would impress customers as well as maybe save someone’s life. Staff’s Appearance Comet makes sure that all staff has a uniform. The uniform looks professional giving a good impression to the customers. It makes the customers assume that they are professional and know what they are doing. Their uniform is orange and black, so they can be identified with Comet. All comet staff has to wear this uniform.
Approaching Customers Comet teaches it staff about how they should approach customers in the induction programme. Comet staff usually leaves the customer to wander around the shop on their own so they do not seem intrusive and suspicious. The sales adviser then, guides the customer through Comets product range, giving customers all the advice and time they need to make informed choices. Comet teaches their staff to maintain a positive attitude throughout the sale. They are taught not to judge customers by their appearance or gender as this may offend customers.
Selling the product Comet staff are taught not to use jargon or very professional terminology. However some customers get offended when Sales Advisers use very simple vocabulary. They are also taught to be truthful about products and not exaggerate on the products’ performance as this is against the Sales of Goods Act. They are taught to never mislead the customer as this breaches the Consumer Protection Act. It is very essential that Sales Advisers should be given some tuition on all Consumer and Employment Laws. This would prevent any crimes being committed.
On busy days Comet usually has more staff in so the customers are not annoyed by having to wait in a long queue. Sales advisers also cut down on the time they spend with each customer. Receiving payment Comet accepts credit cards for any sale, as this is very convenient for customers. This shows the customers that Comet understands that they may need to use this kind of payment. Comet gives customers the offer of buying on credit; this shows that they trust the customers and that Comet understands that it might be necessary for the customer to use this service.
Store Preparation Comet produces catalogues, which are placed at the store entrance; this makes it easy for customers to see them. Comet also has in store displays, which are normally orange and black; these colours are identifiable with Comet. Comet does not employ people to give out their leaflets as this sometimes annoys customers. I think Comet could post their catalogues to people’s homes to encourage people to buy Comet’s products. The price information of products on sale is usually clearly shown beneath or above the product on shelves, any other promotions are shown are included too. This sometimes confuses customers, as it is not clear whether the information is about the product below or above the shelf.
