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had to share this. As a keyholder, I'm not technically a manager, but I'm part of the management team. Now, I was in store manager's office, talking with her and general merchandise manager, when one of my CW's Dee, walks in and stands at the bottom of the stairs and glares up at me.
Me: o.0 Um. Hi...
Dee: Wanna pretend to be a manager for me? Just for 5 minutes?
Me: Uh...why...?
Dee: There's this guy on the phone. He asked about one of our Physics book packages. They're apparently selling it at the campus store for $164. We're selling it for $156. He wants us to knock the price down to $155, and he swears he'll buy it.
Me: Wha...?
SM: What!?! A dollar? All this over a DOLLAR!?!
GM: Are you serious...?
Dee: Yup. I tried to tell him we were already charging less than the campus store, but he kept trying to haggle me down. Then I accidentally said I don't have the power to make that decision. He asked who did and I said a manager. He said to put a manager on the phone because he wanted to talk to someone who was actually capable of helping him.
Me: <looks at SM> Oh, PLEASE let me take this call!!
SM: <eyes me suspiciously> What are you going to SAY...?
Me: Oh PLLLLLEEEEEEEEEEAAAASSEEE let me take this call!!!
SM: Lupo...you HAVE to be polite...
Me: Please?!?! PREEEEEEEEEEEEETTY please!?!?!?
SM: <sighs> Be professional. Don't give him a reason to go to corporate.
Me: Yay!!!!
I practically skip down the stairs and go to my desk. I pull up the campus store website so I can see their pricing, and pull up our site to see our pricing. Then, I rub my hands together gleefully and take the call off hold.
Me: <In that super chipper, happy happy CSR voice> Thank you for holding, my name is Lupo, how can I help you?
Him: you a manager?
Me: I'm a member of the management team, yes sir. what can I do for you today?
Him: Well, I know you're the only one who can approve this, but I was wanting the book for Physics class 222.
Me: Yes, sir, the University Physics bundle, we do have 45 in stock, and the price is $156.
Him: See, the thing is, I was wondering if you could maybe knock the price down for me?
Me: Oh, how so?
Him: If you could guarantee, say, $155, I'd be in there right away to buy it.
Me: <purposefully sounding perplexed> oh, I'm sorry, sir, but may I ask why you'd like the price lowered?
Him: well, you're already lower than the campus store, but I was hoping you'd go lower, offer more of an incentive.
Me: Hmm. Well, I do apologize, however, our policy is not to offer price changes except for certain circumstances (Yay, leading questions. Take the bait, fuckhead! Take the bait!!)
Him: Tell you what. Promise me right now I can have it for $150 and I'll give you my credit card number right here on the phone.
Me: (damn, he missed the bait!) Unfortunately sir, for your security and ours we do not accept any kind of credit card information over the phone. And I apologize again, but I cannot change this price in this circumstance.
Him: Circumstances? What circumstances. I thought you guys had a slogan about customer service! Doing this for me would be excellent customer service!
Me: Yes sir, we do state that customer service is our number one priority, however in this instance I'm afraid I can't change this price for you. (Oooh, you asked, you asked. One step further, one step further, c'mon, you can do it!)
Him: Well what reasons WOULD you change the price for?? (YYEEEESSS!! Hook, Line...going in for the kill!)
Me: Well, sir, say, for example, you found the book at the campus store for more than what we were selling it for, and were able to offer proof in the form of a printout or receipt. then, we would gladly match that price, and probably lower it by a dollar or two, in the interest of providing the best pricing and service on textbooks.
Oh, you could practically hear the rusty gears in his head turning as he considered this, and then he did exactly what I knew he would.
Him: Huh, well, actually, at the campus store, they have it for--
Me: <cutting him off> Why, yes, sir, you did mention that we were cheaper. I'm looking at the campus store website right now, and see that it is in fact for $164. Our price remains $156, which is roughly a 5% savings in price.
Him:<after a prolonged silence, in which I savored the dejection wafting over the phone line.> ...Oh...
Me: <Still cheerful, still chipper> Well, once again, I apologize for not being able to full this request. Is there anything else I can help you with today, sir?
<CLICK!> (He hung up on me!!)
I told SM the extent of the conversation and she was still baffled about why someone would pull something like that. I told her that it was because of all the articles and TV specials that are urging consumers to haggle, pointing out that if you keep arguing and keep arguing, you're ALWAYS going to get your way, because the customer is always right, doncha know?
Her response?
"Not here!"
After this, I sat and giggled. Then I went and found Dee and hugged her and thanked her, telling her that was the most fun I'd had ALL day!
Me: o.0 Um. Hi...
Dee: Wanna pretend to be a manager for me? Just for 5 minutes?
Me: Uh...why...?
Dee: There's this guy on the phone. He asked about one of our Physics book packages. They're apparently selling it at the campus store for $164. We're selling it for $156. He wants us to knock the price down to $155, and he swears he'll buy it.
Me: Wha...?
SM: What!?! A dollar? All this over a DOLLAR!?!
GM: Are you serious...?
Dee: Yup. I tried to tell him we were already charging less than the campus store, but he kept trying to haggle me down. Then I accidentally said I don't have the power to make that decision. He asked who did and I said a manager. He said to put a manager on the phone because he wanted to talk to someone who was actually capable of helping him.
Me: <looks at SM> Oh, PLEASE let me take this call!!
SM: <eyes me suspiciously> What are you going to SAY...?
Me: Oh PLLLLLEEEEEEEEEEAAAASSEEE let me take this call!!!
SM: Lupo...you HAVE to be polite...
Me: Please?!?! PREEEEEEEEEEEEETTY please!?!?!?
SM: <sighs> Be professional. Don't give him a reason to go to corporate.
Me: Yay!!!!
I practically skip down the stairs and go to my desk. I pull up the campus store website so I can see their pricing, and pull up our site to see our pricing. Then, I rub my hands together gleefully and take the call off hold.
Me: <In that super chipper, happy happy CSR voice> Thank you for holding, my name is Lupo, how can I help you?
Him: you a manager?
Me: I'm a member of the management team, yes sir. what can I do for you today?
Him: Well, I know you're the only one who can approve this, but I was wanting the book for Physics class 222.
Me: Yes, sir, the University Physics bundle, we do have 45 in stock, and the price is $156.
Him: See, the thing is, I was wondering if you could maybe knock the price down for me?
Me: Oh, how so?
Him: If you could guarantee, say, $155, I'd be in there right away to buy it.
Me: <purposefully sounding perplexed> oh, I'm sorry, sir, but may I ask why you'd like the price lowered?
Him: well, you're already lower than the campus store, but I was hoping you'd go lower, offer more of an incentive.
Me: Hmm. Well, I do apologize, however, our policy is not to offer price changes except for certain circumstances (Yay, leading questions. Take the bait, fuckhead! Take the bait!!)
Him: Tell you what. Promise me right now I can have it for $150 and I'll give you my credit card number right here on the phone.
Me: (damn, he missed the bait!) Unfortunately sir, for your security and ours we do not accept any kind of credit card information over the phone. And I apologize again, but I cannot change this price in this circumstance.
Him: Circumstances? What circumstances. I thought you guys had a slogan about customer service! Doing this for me would be excellent customer service!
Me: Yes sir, we do state that customer service is our number one priority, however in this instance I'm afraid I can't change this price for you. (Oooh, you asked, you asked. One step further, one step further, c'mon, you can do it!)
Him: Well what reasons WOULD you change the price for?? (YYEEEESSS!! Hook, Line...going in for the kill!)
Me: Well, sir, say, for example, you found the book at the campus store for more than what we were selling it for, and were able to offer proof in the form of a printout or receipt. then, we would gladly match that price, and probably lower it by a dollar or two, in the interest of providing the best pricing and service on textbooks.
Oh, you could practically hear the rusty gears in his head turning as he considered this, and then he did exactly what I knew he would.
Him: Huh, well, actually, at the campus store, they have it for--
Me: <cutting him off> Why, yes, sir, you did mention that we were cheaper. I'm looking at the campus store website right now, and see that it is in fact for $164. Our price remains $156, which is roughly a 5% savings in price.
Him:<after a prolonged silence, in which I savored the dejection wafting over the phone line.> ...Oh...
Me: <Still cheerful, still chipper> Well, once again, I apologize for not being able to full this request. Is there anything else I can help you with today, sir?
<CLICK!> (He hung up on me!!)
I told SM the extent of the conversation and she was still baffled about why someone would pull something like that. I told her that it was because of all the articles and TV specials that are urging consumers to haggle, pointing out that if you keep arguing and keep arguing, you're ALWAYS going to get your way, because the customer is always right, doncha know?
Her response?"Not here!"
After this, I sat and giggled. Then I went and found Dee and hugged her and thanked her, telling her that was the most fun I'd had ALL day!
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