[Music] we're at the mall shopping for answers hi there where're with CBC Marketplace asking about something we've all experienced have you ever had bad sales service yeah it happens quite often there's certain times where I've shopped and I'm not greeted or I'm not approached but do people speak up in those moments did you speak out um not so much uh usually not really so how bad does it have to get before you speak up for service we're turning the tables on shoppers wiring this women's Boutique with hidden cameras helping us out nelisha she works for
Marketplace but today sh she's posing as a sales clerk from hell and from the storage room in the back I'm calling the shots hey Alicia can you hear me yeah our first test will customers complain when we play the waiting game here comes our first customer would you like to try that on um do you have it in a size 10 maybe um I don't know if I have a size 10 um can you this yeah you know what let me go at the back and check if I to see if I have we want
to know how long she'll wait we've all been there so [Music] patient then we purposely bring her the wrong size there you go I think this is your size that's a six that's a six oh let let let me just go check one more time just one sec are you sure without a word of complaint she heads for the door let's find out why hi there you see that camera way down there at the end of the store okay I've been punked you've been punked exactly what did you think of the service you just got
well it was OD you didn't listen to what I was saying she was didn't let me speak why didn't you complain about that cuz I was a little surpris I was surprised and taking her back it's very hard to be imp polite to to somebody because she's lovely but you know she's very nice but she was not very helpful so Amy fish knows all about bad sales service she's written a book and blogs about how to complain effectively why do you think people don't want to complain people are concerned that if they're seen complaining if
people are listening to them and overhearing them complaining they might be seen as too difficult or too needy or too demanding and that's an image we don't want to have of ourselves we show Amy our first test she was not very helpful what do you think about what you just saw I think a lot of people don't know how to complain effectively people think that by saying excuse use me hi everything okay back there that it's going to cause waves and she's going to cause a scene and I think that frightened this customer back with
the Shoppers what I find is that a lot of times um instead of serving the customers they start talking to their coworker talking about what they did on the weekend like like so it's kind of rude right so you've been ignored exactly so that's what we're going to test next what happens if we play the I don't see you game will these Shoppers speak up when we take a personal call on customer time hello how have the customers been today customers have been really tough today have they sorry no sorry I'm just on the phone
they hear the insult but don't call us on it just leave hi guys we're with CVC can we bore you for just a second can you see that camera over there what were you thinking when you heard her on the phone what was going through your mind why are you on the phone when we're walking into your store and we might purchase something what did you think about what she was saying about customers how horrible they were I was thinking she was talking about us to be honest I think we're just browsing so why didn't
you complain it's not like she was swearing at us or anything she was just not providing the greatest service and I think it's better for us if we walk out without buying anything cuz then it tells her we're really not interested yeah if you're in a situ where the customer service representative or the clerk doesn't want to help you I think it's a valid complaint to just walk out if you just walk out how is the sales clerk going to know that she did anything wrong I would have followed up with a phone call to
the storm owner or manager okay so are you ready for more more so far our customers aren't speaking up so what happens if our sales clerk plays the training what training game Visa oh I always forget how to do this um do you have cash no no no cash I always find technology is so complicated I always find technology so complicated and they keep changing the taxes it's really hard and we keep changing the taxes don't know if it's 12 133% 15% still no complaining let's try throwing in a personal phone call oh sorry just
went like hello yeah so listen I've got reservations for tonight what time you off tonight yeah I would love to H I need to do this sorry I I need to get this done okay um I have to go just one sec wait till you make your hey I have to go so let me call you back okay while I got you on the phone have you ever used an interact machine can't remember exactly how to do it maybe you should get Jennifer maybe I'll go see if she's free we make this customer wait too
okay long enough time to get some insight I have to tell you something you see that camera up there this is not actually a sales clerk what did you think of her today she was really a pain not the best staffer why didn't you complain say something to her I did I said get Jennifer Jennifer is the actual story owner I was going to call her and call Jennifer and tell her she should get rid of this woman because she wasn't very good for business this woman put up with a lot why do you think
she didn't speak up sooner she's probably a loyal customer she probably really wanted that item I would have said is there any way we can come back get it ready for me and I'll come back and pick it up at the end of the day the bottom line hit with bad sales service speak up when we speak out we're complaining not only for ourselves but everyone else who's going to walk into that Boutique and now if you encounter the likes of our clerk you'll know exactly what to do
