What to tell them...?

[matthewdclarkaz]

So I work in AV sales (please don't hate me... much) and I am wondering how many of you out there have encountered "divinchi" speakers.

Sadly, I am spelling that right, I do not mean to refer to da vinci speakers. I have had quiet a few customers who have come in to buy a receiver for their new "GREAT DEAL" speakers they got from __________ (enter any bad situation to buy speakers.)

The first time a customer came in I looked online to get some info on the speakers to better recommend a receiver. Website actually looks (at a glance) legit, but afterwards I did more research, and found out what I had feared, they're a scam.

So here's my question, what do you tell someone who walks in and has bought them? I don't want to be an a-hole and say yea you got scammed off (especially since they can't return them.) But I feel bad letting them walk out without knowing the truth? I've only been in the biz for 3 1/2 years, but I am sure that those of you around longer have encountered this before?

Any advice?

 

[Adam]

As you care enough to even ask this question, that gives me the solid impression that you're not an a-hole. So, my advice would be to tell them what you know about the speakers because I don't think that you'll come across as a jerk. Try to help them out with getting a receiver that will work with those speakers (assuming that they work with anything) as well as other speakers if they choose to upgrade.

Do those speakers completely suck, or are they just not a great deal? If they're the types of speakers that might not be connected correctly internally, then by all means you should tell them what you know. Those can be dangerous.

Then again, if someone falls for buying white van speakers, you should be able to sell them just the right expensive gear to bring out that audiophile sparkle, right? Just kidding!

 

[matthewdclarkaz]

As you care enough to even ask this question, that gives me the solid impression that you're not an a-hole. So, my advice would be to tell them what you know about the speakers because I don't think that you'll come across as a jerk. Try to help them out with getting a receiver that will work with those speakers (assuming that they work with anything) as well as other speakers if they choose to upgrade.

Do those speakers completely suck, or are they just not a great deal? If they're the types of speakers that might not be connected correctly internally, then by all means you should tell them what you know. Those can be dangerous.

Then again, if someone falls for buying white van speakers, you should be able to sell them just the right expensive gear to bring out that audiophile sparkle, right? Just kidding!

Thanks. I am pretty sure that the speakers actually work okay, just very misrepresented (MSRP 2000+ sold for 400-800 off the back of a van or at a flea market/swap meet.)

And yeah, next time I will get them into a 4000+ special order Primare to maximize their potential... Obviously joking around.

 

[MDS]

A sales type of job is hard because in your mind you are thinking 'man you really got screwed', but you know that you can't say that. So, you have to use 'politically correect' language and say something like 'you could likely do far better for the same price' and then extol the virtues of what you think they should buy rather than bashing what they already own.

It's one thing I have learned myself (although I am in no way 'good' at it). Instead of saying what your heart and brain really thinks ('this code absolutely sucks and I have nothing good to say about it'), you instead need to talk about 'challenges' and how your solution can overcome those challenges better than the alternative.

 

[Seth=L]

The Divinchi speakers are drivable, but they don't sound good. They are parented by the same company that makes Theater Research, which are also drivable, but sound not so good for the price. It should be OK to power them with even the most modest of receivers like the in house Insignia brand at Best Buy, or at Circuit City you could go with Sherwood, which is now manufacturing the Insignia brand.

Basically, I think you should inform the customer of the scam, gently, and make it clear that you are not trying to sell them speakers from your store, just that they don't need anymore than what the bottom line receivers will offer to power them, the customer should need no more than that unless they want HDMI so they could get an entry level from Yamaha, Denon, H/K that has HDMI. The Insignia/Sherwood receivers have decent size power supplies and discrete output devices, they shouldn't run into problems when driving the Divinchi speakers.

 

[AbyssalLoris]

Hey I've no expertize in sales or anything of that kind, but I'd say tell them the truth. If it bothers you that they've been scammed, then you're in the right letting them know. You could be gentle in the way you convey this. But if you're a friendly sort of person and let the customer feel confident that you're not trying to push some product on them, I think they would understand your intention.

Of course, as Seth=L suggested, if the speakers will function well enough, recommend whatever AVR is appropriate. No one likes to find out that they've been screwed and many people react negatively to such a suggestion. People will look for an ulterior motive in you. But if you don't have one, it shows. Tell them the truth (as you know it) and there are many that would value an honest sales person.

However, I would deal with each such customer as an individual case. Sometimes you can listen to the other person and immediately tell that this guy is not going to take your advice well. I would leave him alone. Use your discretion.

 

[avaserfi]

In that situation I would agree with the previous posters that you should tell the customer but as nicely as possible. Another thing I would recommend is perhaps printing out some information on "White Van Speakers" and keep it on hand for the occasional customer who mentions a great deal they passed up on or one they bought. This way you could explain it to them as nicely as possible along side helping them prevent the mistake again.

 

[Seth=L]

In that situation I would agree with the previous posters that you should tell the customer but as nicely as possible. Another thing I would recommend is perhaps printing out some information on "White Van Speakers" and keep it on hand for the occasional customer who mentions a great deal they passed up on or one they bought. This way you could explain it to them as nicely as possible along side helping them prevent the mistake again.

I hadn't thought of this, that is a great idea. There will always be that one bullheaded customer that probably still won't take your word or what's printed on paper as truth and possibly even become angry with you. AbyssalLoris made a wise suggestion that you tell people at your descretion, if they seem like they might not take it well or lash out at you then you might want to refrain from informing them, because they likely won't view it that way.

 

[highfihoney]

Nobody likes to find out their ol lady is sleeping around on them nor do they like to find out they have been ripped off,ask yourself this one question,what good can possibly come from bursting their bubble & telling them they got hosed? You feel better but they feel like crap.

They walked into the store feeling great now you come along & wreck their day & send em packing with a sore a$$ & a bad attitude,you lose a sale & they lose interest in the whole HT/Stereo experience.

I personally would keep my mouth shut & steer them twords something mid level that will stay with them once they find out on their own(which they eventually will) that their super duper speakers suck a$$.

 

[jonnythan]

Nobody likes to find out their ol lady is sleeping around on them nor do they like to find out they have been ripped off,ask yourself this one question,what good can possibly come from bursting their bubble & telling them they got hosed? You feel better but they feel like crap.

They walked into the store feeling great now you come along & wreck their day & send em packing with a sore a$$ & a bad attitude,you lose a sale & they lose interest in the whole HT/Stereo experience.

I personally would keep my mouth shut & steer them twords something mid level that will stay with them once they find out on their own(which they eventually will) that their super duper speakers suck a$$.

I've worked in sales of high-end outdoor gear (very similar to A/V gear in that customers walk into the store and depend on you 100% for knowledge) and can't disagree with you more.

You should absolutely inform them that the speakers are white van speakers and give them a primer sheet on what white van speakers are. Make sure they understand that they will produce decent sound better than a cheapo Wal-Mart HTIB and don't even think about pressuring them into upgrading to something you have in the store.

 

[davidtwotrees]

Let the buyer beware.....

Hmmmm. That is a tough one. I agree with HiFiHoney. Keep your mouth shut. It is not your job to educate the consumer post purchase. In this day and age, with the power of googling and the internet to research just about anything you'd care to buy..........if someone bought the divinchi speakers and seems pleased with the purchase, so be it.
I am a small contractor. Part of my job is selling the work. Often in people's homes they will proudly show me remodelling or painting work they have done and basically say, "Gee, doesn't that look Great!" As often as not it looks amaturish, and badly done. Is it my job to educate them to just how clumsy their work looks? No, it isn't, unless it will directly affect the work I am being asked to look at, then it is my job to point out how their mistakes will affect my work.
In your case, does the fact that they purchased crappy speakers affect you or your ability to sell them electronics?

Now, if they ask for your honest opinion on their purchase, then you can use your expertise to educate them as to what makes a good speaker good, and a bad speaker bad....

 

[jonnythan]

Telling someone about the work done on their house and telling someone about a couple of speakers they just bought are two very very different things.

 

[3db]

Completely disagree with keeping your mouth shut

Hmmmm. That is a tough one. I agree with HiFiHoney. Keep your mouth shut. It is not your job to educate the consumer post purchase. In this day and age, with the power of googling and the internet to research just about anything you'd care to buy..........if someone bought the divinchi speakers and seems pleased with the purchase, so be it.
I am a small contractor. Part of my job is selling the work. Often in people's homes they will proudly show me remodelling or painting work they have done and basically say, "Gee, doesn't that look Great!" As often as not it looks amaturish, and badly done. Is it my job to educate them to just how clumsy their work looks? No, it isn't, unless it will directly affect the work I am being asked to look at, then it is my job to point out how their mistakes will affect my work.
In your case, does the fact that they purchased crappy speakers affect you or your ability to sell them electronics?

Now, if they ask for your honest opinion on their purchase, then you can use your expertise to educate them as to what makes a good speaker good, and a bad speaker bad....

My approach would be a print off the white van speaker sheets and let the clients know exactly what tthey are dealing with. No one likes bad news but my respect would increase a 100 fold for the sales person that steered me straight rather than letting me stumble along in the dark. But your delivery needs to be so careful on this becuase it could back fire. There is a salesman I dealt with in Ottawa that even tho I thought he was a bit of snob, he helped me choose between the PSB Image T45s over the T55s. He said, in his mind, it didn't make sense to pay over a $150 more for just a few Hz in bottom end extension. That was solid advice and I took that and have returned him many times because I trusted him.

 

[matthewdclarkaz]

hammer right on nail head

Hifihoney hit part of my feelings right on. and davidtwotrees added the other big part of my hesitance (in a round about way.)

I really look at my job as selling the end experience, and I personally think that a large part of that is (for many people but not all) the "value" of their system. It is kind of like the kids (teenagers) who come in and get a HTiB and think it's the greatest thing in the world (because in comparison to their clock radio it is.) I don't burst that bubble (though I do try to prepare them for the next step) because I don't want to deprive them of the excitement of upgrading to the next step.

Its a darn tricky situation, but I think that most everyone (including me) agree that it is a case by case type of deal. If the customer seems receptive to the knowledge, I'll break easy and get them hooked up with something they arn't wasting money on (receiver wise), and tell them about the next level (for speakers, in case they want their receiver to be prepared for it.) For someone really psyched about it, maybe I will be a little less informative, but still obviously get them just what they need.

I also do like the idea of having some paperwork handy on "white van" speakers and such. I should also find out if there are any industry watch dogs of sort to allow myself or the customer report it (though I doubt there is much in the way of laws against selling things at a high price if people will pay it.)

On a nice note (cosmic way of making me feel better about the crappy situation) worked with a gentleman today and I really think we got him exactly what he and his wife want, and I was able to get him a decent price too!

Definite thanks to all on the suggestions (and any future ones.) I have a game plan so-to-speak now, we'll see how it goes.

 

[davidtwotrees]

A fellow contractor who is also a close friend works with me occassionally. Yestereday, I kid you not, we were discussing different internet things and this topic came up cuz I mentioned my reply from above. We started talking about the white van and he couldn't believe it because he was accosted in the parking lot of Home Despot two weeks ago! The seller wouldn't take no for an answer, so my friend told him if he didn't stop bothering him he would call the cops for selling stolen merch. He called the cops and gave them the
license plate-was the guy mad as he jumped in his van and took off!