Two things are certain in life: taxes and mistakes/failures happening either in a B2B or in a B2C environment. For the first one, unfortunately, there are not many things that can be done, but as far as the latter is concerned, it is possible to repair the damage, if this sensitive situation is managed in a correct way.
In his book “The Power of Human”, Adam Waytz, a professor, and psychologist at Northwestern University’s Kellogg School of Management, narrates an anecdote about an immigrant to the US, who believed that the word “busy” actually meant “good”, because when he asked people, “How are you doing?”, they often responded, “Busy!”.
What comes to your mind when you think about “sales representative”? Worst case scenario, manipulation and phoniness are the first words to pop out, based on stereotypes or on bad personal experiences. If not, then most probably you think about extrovert people briming with confidence that can talk to anybody.
Have you ever been in a situation where you wanted to buy something, but after the interaction you had with the salesperson, you felt more confused than before? I believe that most of us have been involved in circumstances like this, especially when we buy something “technical”, mainly due to the complex terminology used by the seller.
About a month ago, a decision was made to replace the house vacuum cleaner that has been around for more than 12 years and get a new one. After browsing the internet and seeing what the possible options were based on the budget, I visited a known electric appliances retail chain, in order to buy our new electric broom.