Does “do you need help?” in shops put you off?

nefertaya

What most people fail to realise is that most companies use mystery shopper program's to judge customer satisfaction and service in store. (I could rant about that for hours but will restrain myself on this occasion)

Whilst I have always rigorously campaigned that jumping on people as soon as they walk through the door is counterproductive, when your staff and store are judged by these standards (approach within 30secs offering assistance :mad:) and you are ranked as one of the lowest despite receiving customer service awards from elsewhere... What do you do? Companies, especially retail, need to realise that mystery shopper program's, whilst a USEFUL tool to help assess customer service on stores, are not the be all and end all.

On the other side, we are quick to complain but how many of us write or comment on good customer service... Especially when it doesn't conform to a set script? If more people complained about being jumped on and complemented a store/staff member on creating a relaxed informal shopping atmosphere maybe things would change.

LovelyCake

I'm quite surprised at the number of people who dislike this, I would like to know the ratio of male to female voters to see if this makes a difference in views?

Personally, I like to be greeted when entering a shop and then I don't mind being asked if I need help. Only once though!

Staff are told to do this, and a lot of them would actually enjoy helping you! I know I used to when I worked in retail.

Also the post that said 'I feel I'm being watched', well you are up to a point, it's also used as a small deterrent against shop lifting.

Happy Shopping!

VitaK

Whilst I normally decline the offer of help, I quite appreciate being given the option.

BNT

MSE_Debs wrote: »

You’re in a shop, looking at what’s on offer. How do you feel when a shop assistant offers to help you? Do you appreciate the helping hand, or do you find it annoying and would rather be left in peace?

If I wanted to be left in peace, I'd shop online rather than in a public place with assistants paid to help customers. Why on earth would I be annoyed by someone offering to help me?!

Steve059

I usually ask back, "What with?".

I do have asking for help with a colostomy bag as a back-up for any really persitent ones.

svjoc1987

I hate when you get asked as soon as you've stepped into the shop

i dont get moody at them though i just usually go no thank you i'm just looking

it does bug me though when you've just said no to help from one person and 2 seconds later someone else will come over

chocaholicmanc

My main gripe is with Oasis due to the following...

I walk into the store, there are huge signs everywhere advertising whatever offer is currently on. And when I say everywhere I mean at least 7/8 only a couple of metres into the shop and at least one on both windows.

Sales assistant: 'Are you aware of our current offer of...?'

I'm not walking with a white stick, a dog or holding on to anyones arm suggesting I'm partially sighted. How could I possibly be unaware of the current offer?!?!?!

It may be what they are told to do but it makes them look daft and really irritates me! Even if you factor in low literacy rates I'm pretty sure most people can understand a sign saying '20% off', '£30 off dresses', etc...

naughty_10382

I don't mind being asked, as long as it isn't the second I walk in, and then every minute after!

Lots of places tell their staff they are required to ask and I have heard some people be so rude to the shop staff. A simple 'no thanks, I'm just looking' is more than enough, you don't have to go into a tirade about it! If you don't want anyone 'bothering' you, stay at home and do it all online!

naughty_10382

chocaholicmanc wrote: »

My main gripe is with Oasis due to the following...

I walk into the store, there are huge signs everywhere advertising whatever offer is currently on. And when I say everywhere I mean at least 7/8 only a couple of metres into the shop and at least one on both windows.

Sales assistant: 'Are you aware of our current offer of...?'

I'm not walking with a white stick, a dog or holding on to anyones arm suggesting I'm partially sighted. How could I possibly be unaware of the current offer?!?!?!

It may be what they are told to do but it makes them look daft and really irritates me! Even if you factor in low literacy rates I'm pretty sure most people can understand a sign saying '20% off', '£30 off dresses', etc...

Most staff are told to do this, yes, for mystery shoppers. And you can guarantee the one person they don't bother asking is the mystery shopper!

And I can tell you so many people don't bother reading signage properly anyway. The amount of people I have coming to my till sometimes with the wrong products for an offer, then they have a go at me like it's my fault when it's spelled out quite clearly and the labels are on the correct shelves.

WestonDave

The one that really used to get my goat was actually HSBC (slightly off topic). You'd go in there with something that had to be dealt with at a counter, and yet whilst there was a queue 8 deep waiting for one of the 2 counters open (2 more closed) there was some customer service bod tasked with asking you if you'd like to use one of the machines. I did on one occasion let them try to prove me wrong and show me that what I wanted to pay in would go via a machine which only succeeded in proving my point!

Shops are the same - by all means be available, be around to keep an eye on stock, but if I know exactly what I want to be able to ask for it when I've barely crossed the threshold, I'll order it online! The point of going to a shop is to browse for things you don't know about.