A Good vs. A Bad Sales Experience
A good sales experience:
The product & experience:
Ocean City NJ Coffee Company
Why was it the best?
The quality exceeded my expectations
How it made me feel?
The product made me feel inspired and warm and fuzzy
Their customer service made me feel comfortable to ask questions and enjoy myself
What was I hoping to solve/receive?
A new coffee experience – something delicious and unique
Why did I end up choosing this one over others?
It was appealing, convenient, attractive, and everyone was friendly and, in their element.
Where did you start your search for solving your problem?
Along and outside of the Ocean City NJ boardwalk
Did you complete the purchase?
Yes
Did you feel better off, worse off, or neutral after this interaction / after your purchase?
I felt much better off, it was my second coffee of the day and it was exactly what I was looking for
Is there anything that could have been done differently to make your experience better?
No.
How did your impression of the sales process impact your opinion about the company, product, or service?
The barista talked to me in a friendly nonchalant manor and she was entirely confidant in her knowledge of the product and she was interested in meeting my needs and wants.
A bad sales experience:
What is the worst sales experience you’ve ever had?
We purchased a customized drinking glass set for a bridal shower
Why? How did it make you feel?
Confused, deceived, frustrated,
Were you actively shopping for a solution to a problem or were you a victim of sales done poorly?
No
What was the product or service being sold?
Customized drinking glass set
Did you complete the purchase?
yes
Why did the sales process go poorly?
No clear communication or refunding process
Yes- there was very vague and confusing navigation, no customer service support
Were there any specific tactics that made this go poorly?
It was deceptive: it appeared we purchased a set of 6 but we only ended up getting one
It was difficult to customize: Just adding a picture to the design as it was encouraged was a hassle in itself
Did you feel better off, worse off, or neutral after this interaction / after your purchase?
Worse off
Is there anything that could have been done differently to make your experience better?
Double checked and asked for feedback from regular online customers
How did your impression of the sales process impact your opinion about the company, product, or service?
It made us think they are unprofessional and don’t care to make the process easier and efficient for the customer.
Expectations vs. Reality
A time when you purchased a product or service, and it exceeded your expectations:
What: My first pair of Bell bottoms/ flare jeans from American Eagle
Why: The moment I tried them on I fell in love with them. Thye fit me perfectly and complemented almost every top I owned. They also lasted for a longer time than I expected.
A time when you purchased a product or service, and your expectations were not met:
What: HP laptop
Why: It went completely dead a few weeks into it being used. I tried everything to bring it back to life and found it to be completely useless. There was also no prior warning to what it could or could not handle.
