Okay. So, today we're going deep on something uh you encounter every day,
but maybe haven't thought too much about.
I love those.
We got a little snippet of a conversation.
Okay,
it's between a customer and a salesman and they're in the women's clothing section, right,
of a department store.
Familiar territory
and and it's just a tiny little slice of this interaction.
Okay.
But I think we could pull out some really interesting stuff about the whole retail experience. You know what? I think that's one of those things we do all the time. Yeah. Shopping, you know,
right?
It's like breathing, but you don't really think about like the mechanics of it, right? And there's all this stuff going on under the surface. Exactly.
That we're going to unearth.
So, our customer here, she walks in and she's like,
bam, I need a dress.
Oh, she's ready.
She's on a mission.
Yeah.
She's like, I got a formal event coming up.
Okay.
Needs to be elegant, navy, or black.
All right. So, she's got some specific in mind.
Sophisticated, but not flashy. She lays it all out.
I love that she comes in prepared. Yeah. Like she's she's thought about it ahead of time.
She knows what she wants and she's able to articulate it.
Absolutely. And that saves so much time.
Oh my gosh. So much time for both of them.
For everyone,
right? You're not wandering around like, I don't know what I want.
Yeah. Or that whole like I'll know it when I see it.
Oh yeah. That's a that's a black hole.
That can be dangerous
for everybody. Yeah.
So, and the salesman is interesting, too, because If you listen closely,
okay,
he starts to mirror her language.
Oh, absolutely.
Like she says elegant, he says elegant.
Yeah.
She says sophisticate. He uses that same word,
but that's a classic sales technique, right? You're trying to build rapport and, you know, show that you understand the customer.
Yeah. But is that is that a little manipulative?
Well, I mean, it depends on how it's done. If it's genuine,
you know, you really are trying to connect with the person,
Yeah.
then it can be really effective. Okay.
Because it makes them feel heard and understood. But if it's just like you're paring their words,
right? Just kind of
Yeah. That can be a little creepy,
Phony.
Yeah. Exactly.
Okay. So, now he's got to show her some options, right?
What does he do?
Let's see.
He pulls out this like showstopper gown. Like fullon
Okay.
wow factor,
right?
And he even mentions that it's a popular choice.
Interesting. Okay.
But then he shows her something completely different.
All right. I'm hooked. Tell me more.
This like really simple minimalist dress.
Okay.
Which which honestly is way more in line with what she originally asked for.
So, it's like he's presenting her with a contrast.
Yeah.
Right. And maybe that makes the second dress seem even more appealing,
right? Because she's already seen this like over-the-top one.
Yeah. Like setting a benchmark and then showing her something that's more her style.
Okay. So, what does she do?
I'm guessing she tries it on.
She's like, I'm going to try that on.
The fitting room moment.
Yes. And this is huge, right? Because it's not just theoretical anymore. Exactly. She's picturing herself in the dress.
Yeah.
She's feeling the fabric
like it's becoming real.
It's a whole different level of engagement.
And then comes the magic moment.
She's like, I love it. She loves it.
And the salesman is ready.
What does he do?
He's like, you know what would really complete this look?
Oh, here we go.
Some matching accessories.
Let me upsell.
But he does it so smoothly.
Right. He's not pushy. He's just offering a suggestion.
Yeah. It feels more like helpful advice. He's capitalizing on that positive feeling.
Yes.
She's already happy with the dress, so she's more open to his suggestions
and it all makes sense,
right?
So, from this tiny little snippet of conversation,
we've got layers of sales tactics, we've got psychology,
a little bit of manipulation, maybe.
Maybe a little bit,
but hopefully in a good way.
Yeah. And we've really gotten this insight into the retail experience.
I think it makes you realize that these same dynamics Oh, yeah.
were happening all around. around us.
Absolutely.
Not just in stores,
like negotiations, relationships, even like making personal decisions.
It's all about understanding how people think
and how to influence those decisions.
Exactly. It's powerful stuff.
Yeah. So maybe next time you're out shopping or negotiating
Mhm.
or just trying to decide what to eat for dinner,
right?
Think about the subtle forces at play.
Be aware of the game.
Exactly.
And who knows, maybe you can use them to your advantage.
Food for thought.
Indeed.
Until next time. See that?.
Est bien. Entonces, hoy vamos a profundizar en algo que, eh, encuentras todos los das,
pero quizs no has pensado demasiado en ello.
Me encantan esas cosas.
Tenemos un pequeo fragmento de una conversacin.
Est bien,
es entre una clienta y un vendedor, y estn en la seccin de ropa de mujer, verdad?
De un gran almacn.
Territorio familiar.
Y es solo un pequeo fragmento de esta interaccin.
Est bien.
Pero creo que podemos extraer cosas muy interesantes sobre toda la experiencia de ventas al por menor. Sabes qu? Creo que esto es una de esas cosas que hacemos todo el tiempo. S, ir de compras, ya sabes,
verdad?
Es como respirar, pero realmente no piensas en cmo funciona, verdad? Y hay tantas cosas ocurriendo bajo la superficie. Exacto.
Que vamos a desenterrar.
Entonces, nuestra clienta aqu entra y est como,
bam, necesito un vestido.
Oh, est lista.
Est en una misin.
S.
Ella dice: tengo un evento formal prximamente.
Est bien.
Necesita ser elegante, azul marino o negro.
Muy bien. Entonces tiene algo especfico en mente.
Sofisticado, pero no llamativo. Ella lo deja todo claro.
Me encanta que venga preparada. S. Es como si lo hubiera pensado con anticipacin.
Sabe lo que quiere y es capaz de articularlo.
Absolutamente. Y eso ahorra muchsimo tiempo.
Oh, Dios mo. Muchsimo tiempo para ambos.
Para todos,
verdad? No ests deambulando como, no s lo que quiero.
S. O ese clsico: "Lo sabr cuando lo vea."
Oh, s. Ese es un agujero negro.
Eso puede ser peligroso
para todos. S.
Entonces, y el vendedor tambin es interesante, porque si escuchas atentamente,
est bien,
l comienza a reflejar su lenguaje.
Oh, absolutamente.
Como cuando ella dice "elegante", l dice "elegante".
S.
Ella dice "sofisticado". l usa esa misma palabra,
pero esa es una tcnica clsica de ventas, verdad? Intentas generar empata y, ya sabes, mostrar que entiendes al cliente.
S. Pero, es eso un poco manipulador?
Bueno, quiero decir, depende de cmo se haga. Si es genuino,
ya sabes, realmente ests tratando de conectar con la persona,
S.
entonces puede ser muy efectivo. Est bien.
Porque hace que se sienta escuchada y comprendida. Pero si solo ests repitiendo sus palabras,
verdad? Solo como que
S. Eso puede ser un poco raro,
falso.
S. Exactamente.
Est bien. Entonces, ahora tiene que mostrarle algunas opciones, verdad?
Qu hace?
Veamos.
l saca este vestido que impacta. Como, un vestido de
estilo "wow".
Verdad?
Y hasta menciona que es una eleccin popular.
Interesante. Est bien.
Pero luego le muestra algo completamente diferente.
Muy bien. Estoy intrigada. Cuntame ms.
Este vestido sper sencillo y minimalista.
Est bien.
Que, honestamente, est mucho ms en lnea con lo que ella pidi originalmente.
Entonces, es como si l le estuviera presentando un contraste.
S.
Verdad? Y tal vez eso hace que el segundo vestido sea an ms atractivo,
verdad? Porque ya ha visto uno que es como demasiado.
S. Como estableciendo un punto de referencia y luego mostrndole algo que va ms con su estilo.
Est bien. Entonces, qu hace ella?
Apuesto a que se lo prueba.
Ella dice: voy a probrmelo.
El momento del probador.
S. Y esto es enorme, verdad? Porque ya no es solo terico. Exacto. Se imagina a s misma en el vestido.
S.
Siente la tela
como si estuviera volvindose real.
Es un nivel completamente diferente de conexin.
Y luego viene el momento mgico.
Ella dice: me encanta. Le encanta.
Y el vendedor est listo.
Qu hace?
Dice: sabe lo que realmente completara este look?
Oh, aqu vamos.
Algunos rios que combinen.
Djeme venderle algo ms.
Pero lo hace con tanta suavidad.
S. No es insistente. Solo est ofreciendo una sugerencia.
S. Se siente ms como un consejo til. Est capitalizando esa sensacin positiva.
S.
Ella ya est feliz con el vestido, as que est ms abierta a sus sugerencias
y todo tiene sentido,
verdad?
Entonces, de este pequeo fragmento de conversacin,
tenemos capas de tcticas de venta, tenemos psicologa,
tal vez un poco de manipulacin.
Quizs un poco,
pero esperemos que de una manera positiva.
S. Y realmente hemos obtenido esta perspectiva sobre la experiencia minorista.
Creo que te hace darte cuenta de que estas mismas dinmicas, Oh, s.
estn sucediendo a nuestro alrededor.
Absolutamente.
No solo en las tiendas,
como en negociaciones, relaciones, incluso al tomar decisiones personales.
Todo se trata de entender cmo piensa la gente
y cmo influir en esas decisiones.
Exactamente. Es algo poderoso.
S. Entonces, tal vez la prxima vez que ests de compras o negociando
Mhm.
o simplemente tratando de decidir qu cenar,
verdad?
Piensa en las fuerzas sutiles en juego.
S consciente del juego.
Exacto.
Y quin sabe, tal vez puedas usarlas a tu favor.
Algo para reflexionar.
En efecto.
Hasta la prxima. Lo ves?
