Buyer Beware... Clueless Retailer

“"A little knowledge can be dangerous"... exactly right!

While browsing a local outfitter, I was reminded of my #1 pet peeve- clueless retailers. Backcounrty outfitters probably aren't the worst. In fact, it's probably the neighbour's kid, working at the sterio shop. But, the problem is common... "This guy hasn't got a clue"! But, true to form, he's spewing out information about something, of which he knows nothing, just to sound knowedgable. Or, worse yet, just to make a sale. "yes Ma'am, Your husband needs tose $300 mountaineering boots to walk around the lake".

So, to the retailer: teach and test your staff. Just what are they telling your customers?

And to the newbee customer: buyer beware! Shop for a retailer, before you shop for gear. Arm yourself with information- read the gear guides and "how-to's" or talk to your friends and TTer's. Then test the retailer's knowledge. Ask him something that you already know. For example, if you're shopping for boots, read a 'how to fit article, first. Do you already know more than the kid at the counter? Ask him what a 'last' is. If he doesn't know, he's not a boot fitter. Shop somewhere else.

And finally, to the clerk: If you don't know, say "I'm not sure, I'll ask someone that knows." Don't guess or BS. A customer won't return if you try to sell him something he doesn't need, or that doesn't fit. And a return customer is worth more than an easy 'mark'.

End of peeve”

“Honesty is a good thing. The world could use more of it.”

“i have just given up on trusting any outfitters. i make my decisions based on what i learned before i walked in the store, and what i get from touching and seeing the gear. i try to be subtle in letting the salespeople know that i won't be listening to them, unless i ask them something directly.

i feel that most of them are helpful to people who just don't know where to start.”

“I think too many of them are on commission. They are underpaid and only take home a living wage if they make big sales. So they BS whatever it takes to make the sale.”

“I guess I shouldn't generalize. We have dozens of outfitters in Vancouver/ Whistler, probably some of the best. But, it wouldn't be the first time that I felt like telling another customer- "This guy's giving you a load of crap".

Just hope he's not selling climbing and safety gear.”

“Yea, I hate those people. I've found that you just have to ask them about any of the hiking they've done and you'll get a good feeling for what they know. Also, go to the right shop for things. Don't go to a store that sells everything. I would never buy running shoes at a Galyans or footlocker. I go to a place that does nothing but sell running stuff. I know for a fact that I will get the right shoes there. The only exception I have to make is when I buy boots, bucause Galyans is the only place around that sells my brands, fortunalty I know how to pick them myself.”

“These views are correct to some stores. Me myself as a customer before owning a store wanted to speak with someone with knowledge. Now that I own a store I test most of the gear we sell. If don't like it or know something else better I tell the customer. Must better to have a happy customer that will return than just try to make a buck off them. I don't like to be treated that way so do unto others as you would have them do to you......
As for my staff. If they don't know the answer they tell the customer and ask someone who does.
Barbara
PS. Mary no one in my store works on commission but I am sure some stores do that.”

“Wow, Barb, you have your own gear store? That's great! We have one store near me and others that are an hour or more plus horrible traffic. So far, the one near me has been hit or miss. Two sales guys were helpful on boots and long underwear, and one guy was not knowledgeable on tents, so I didn't buy one he recommended. They don't seem to sell on commission, just try to be helpful. I think outfitters should be more aggressive in informing the women that walk into the stores about the differences in sleeping bags or tents. Women buy a lot of equipment for their girl scouts and boy scouts. When I recently was choosing a tent, I asked about one on this site. When I asked all my acquaintances about their tents, 1)they could not tell me what they had bought, and 2) they had bought whatever was in stock at Kmart or Sears. The outfitter in my town is missing out on a lot of sales and should actively offer training events like the garden centers do.”

“I have been to the "big" store, and the outdoor store, and surprisingly, I had more help from the big store. I don't look like the typical backpacker, and the outdoor store treated me as though I would know nothing and rely on them. I told the gal where we were going, and how long we'd be out, before I was done telling her these things, she had a Dana in hand, ready to sell. Didn't offer to help find my torso length, load a pack up to try or anything. I went across town to the big store, looked at two packs a Jansport something or other, and a Kelty Tornado. The young guy working the floor showed me that the Jansport was not adjustable in fitting the harness, and that it would be hit and miss. I tried it anyway--it's the pack I had settled on before going to the store. So then we load up the Kelty, and ohmigosh, I didn't ever think anything that heavy could feel that good. I'm frugal though, and when they offered to match any price I could find on the net, I went to work. I found one for $87--but last year's model. So I called Kelty and asked what the difference was--colors was the response. I have found a few others, but overall, well worth the 75 in savings! I did have good luck with the outdoor store for boots a year ago--but never since. Granted the big store is also hit and miss. I guess it's six of one, half dozen of the other.”

“I was close-by when a outfitter salesperson was making her pitch on a particular tent to a couple. One of the couple asked me which tent I'd choose in their situation, so I told them what and why...which made the salesperson slightly upset!

And I wonder why she said "No!" the 2 times I asked her to go hiking 8( ...she doesn't know what she's missing 8)”

“Barb is so modest, she wouldn't even post a link to her store.

CLICK HERE for a retailer WITH a clue.”

“I have to laugh. My secretary and her husband just bought a few acres in the mountains of NC. They decided they needed hiking boots in order to walk off the land and do a little work themselves. Off to REI they went. She came in the next day telling me about the boots they bought. They each bought a pair of the ultra expensive Montrail mountaineering boots! These people do not hike nor do they intend to. I just looked at her. She then had to justify her purchase by telling me how they really needed good boots in order to "work" on their land. Work consisted of a weekend of measuring off where they wanted the driveway. LOL

Think I should offer to sell her that bridge I own in New York?”

“I think you should gently tell them they got robbed and offer to accompany them back to REI to negotiate their refund. It would make all bosses look better.

Either that or encourage them to take up mountaineering now that they are equipped.”

“A friend signed up to do a bike trek with me - her first biking adventure as an adult. I recommended a bike shop and said she ought to get her bike ready soon. She went to the shop and spent $400 - on top of the line biking clothes! And she says she's not biking anymore after this.”

“pekka, I tried to tell her they didn't need mountaineering boots but the sales guy told them Montrails were the best boots they had and they deserved the best for the hard walking they were going to be doing. Of course the sales guy at REI knows more than I do;-)”

“About 4 months after I started dating my girlfriend we went to buy a tent for our first backpacking trip. We went to the local gear store to look at Marmot and MH tents. She failed to mention to me that she had gone rock climbing with one of store clerks before she met me and that she didn't return his calls after we started dating. So guess who waited on us?! You guessed it!
He treated me like I didn't know anything about backpacking, when in reality half the things coming out of his mouth were wrong. I just stood there with a smile on my face and let him ramble on because I had gotten the girl and he was a lonely rock jock. I guess I wasn't helping matters when I put 2 sleeping pads and sleeping bags in the tent, crawled inside it, and asked my girlfriend to join me to see if it was big enough :).”

“You should have asked him about mating bags.”

“why TWO bags?

you should have invited her into a solo tent!”

“Well Pamster, I guess you're left with pushing them into mountaineering. Start leaving glossy climbing gear catalogs on her desk (with the climbers' boots circled in the photos and anotated "These look just like yours!") and brochures for climbing schools and guide services. Change her screensaver to a view of K2 or some other killer peak, preferably with miniscule human figures in the foreground.

Then ask her to start practicing typing with only two fingers at a time, and make her change which two she uses at random. When she asks why, remind her that mountaineers such as her have to be able to carry on with their lives after frostbite injuries.”