This is one of the questions that requires a narrative regardless of whether it is answered yes or no. I know what to write if someone is not acting professional - "The salesperson called his co-worker derogatory names, drank beer at his desk, offered me a hit off his joint, and threw a tantrum when I declined his offer". But... he actually did none of those things, so I am still supposed to write what he DID do to act professional. I wrote he conducted himself in a business like manner and used appropriate language throughout the presentation. Apparently, according to the MSC, that isn't a good enough answer because it was sent back with a note asking what did he do to act in a business like manner? So what do they want me to write, he used a calculator?

The associate spoke with a professional, polite tone of voice during our conversation. He refrained from using slang while speaking and displayed an attentive posture, focusing on me entirely throughout our interaction.

You could also say he addressed you by name, made some eye contact, gave me his business card, greeted me with a handshake, wished me a good rest of the day, etc.

The salesperson professionally addressed me (Sir/Ma'am).

When asked about a competitive product, the salesperson dealt with it professionally; rather than disparaging the other brand, she said that it too was a good product and then re-sold on why the brand sold at the store was better.

During our interaction, another person in the store (not employed by the store) acted improperly (intoxicated, raised voice, hit on the salesperson, struck child, etc.); the salesperson responded professionally and calmly handled the situation.

As another customer walked by, a $1.00 bill fell out of that customer's pocket. The salesperson's reaction was most professional. He excused himself, picked the money up, and walked quickly to the exiting customer, presented the money, and then promptly returned his attention to me, issuing an apology for the interruption.

The salesperson was professionally attired and displayed a professional demeanor.

Although I was dressed shabbily, the salesperson professionally and respectfully interacted with me. I was never made to feel less than welcome.

The salesperson was professional in asking for my contact information. She explained that she would follow up with me regarding a particular question that I had asked but that she would not hound me; I was assured that my number would not be put into a telemarketing database.

Prior to my interaction with the salesperson, I observed him professionally interacting with several people of varied demographic backgrounds. Each was treated respectfully.

I raised an off-the-wall, crazy objection. I asked if space aliens could monitor my use of the electric toaster. The salesperson acted professionally. No smirk was displayed, no eyes were rolled. Rather, she told me, in a calm, professional tone, that she had not heard of any such incidents but that she understood my concern. She assured me that should I come to know of any such incidents, the store's lifetime, no questions asked, return policy would afford me a refund. She then assumed the sale by asking me which color I preferred.

Edited 1 time(s). Last edit at 08/29/2018 01:53AM by Rousseau.

I guess it will depend on how many characters you are allowed and how the MSC feels about how much detail you should give.

I tend to include their actions and reactions after I have declined the sale. They maintained a warm demeanor, offered a business card, encouraged me to call/email with any questions, etc.

@Rousseau, but, but, was he professional? LOL.

Rousseau - that was gooood!

@Rousseau wrote:

I raised an off-the-wall, crazy objection. I asked if space aliens could monitor my use of the electric toaster.

I've often wondered the same thing about MY toaster!! I guess we bought the same kind...haha!! Enjoyed it, Rousseau!

@Rousseau wrote:

Although I was dressed shabbily...

I would never admit in a report that I was dressed shabbily unless the guidelines said to do so.

The salesperson was polite and well-spoken. He focused on my consumer needs, gave his full attention to details of my requests, and reiterated them precisely.

I always hate it when they use the word "act" about anything. No one should be acting but us. Hopefully the person behaves in a professional manner always and doesn't just act like it sometimes.

Did you ever wonder if we were performing our little hearts out for actors and not real employees?

The actor portrayed a salesperson convincingly. They listened to my situation and asked probing questions periodically. After ten minutes of discussion, the actor, I mean salesperson, recommended the most expensive item in the store. The actor explained that while other brands and models were similar in style and functionality, the recommended item came with a twenty seven year warranty for parts, labor, known and foreseeable upgrades, and anything else that might emerge and be available for the item during the next twenty seven years.

The salesperson utilized a tablet, two flyers, and a brochure when explaining the available products. The salesperson used a standard accounting method to demonstrate the projected cost effectiveness of the recommended item as compared to all other available products. The actor printed a copy of the cost comparison for me so that I could peruse it before making a final purchase decision.

The actor handled my objection with humor and a sincere smile. I stated that I liked the color that I chose but in future would like to coordinate my device with my wardrobe. The actor smiled when they said, "All you have to do is like the color. As far as I know, this is the only feature that will not change".

At the end of the interaction, I had enough information to make a purchase decision. I had learned about features, functions, styles, upgrades, warranties, potentials for future use of the recommended item, and the fact that my objection could not be resolved at this time. .

*in the notes to editor section*

This actor might be award-worthy. For example, they were credible and pleasant today as the salesperson. Last night, they were so effective as server that I purchased one dessert to eat at the restaurant and another to take with me and eat later. Have you any clothing purchase shops for my demographic? Those desserts and I need a larger size of clothing.



Edited 1 time(s). Last edit at 08/29/2018 11:59PM by Shop-et-al.

Of course they're acting! Just like us, playing a part. The smiling server / salesperson / consultant who feigns concern over your dietary / cell phone / cosmetic preferences? Nah, they have zero cares to give but as long as they can effectively pretend to be interested, mission accomplished. Trust me. Maybe 5% have a true interest in the customers' well being. Maybe less.

It was sarcasm Sheldon.

@Aquiest wrote:

I would never admit in a report that I was dressed shabbily unless the guidelines said to do so.

@sestrahelena wrote:

Maybe 5% have a true interest in the customers' well being. Maybe less.

In my experience, that percentage is quite a bit higher. But you can always tell when someone has a true interest in you or when they're faking it. I think it's pretty tough for anybody, no matter how good an actor, to be convincing in their enthusiasm or their desire to help you if they really don't give a damn.

@sestrahelena wrote:

Maybe 5% have a true interest in the customers' well being. Maybe less.

I cannot imagine that it is that high. The vast, vast majority of people in customer service are not paid enough to care one way or the other. The aim is to get through the shift with as little problem as possible.

[www.pewsocialtrends.org]

Pew published some related stats and explanations regarding factors in employee satisfaction. Other resources provide additional relevant information.