Heather was simply interested in getting the handle fixed and went on to agree to a visit from a rep to discuss her options.
The following day a sales representative from the double glazing company arrived and he sat with the elderly lady for two and a half hours until she had agreed to two brand new doors and signed a cheque for an eye watering £5,743.73!
Heather’s son, Dominic MacMahon – an insurance broker – heard the news and decided he would confront the salesman due to the fact that the doors were not needed at all. He called the company and booked another appointment.
When the sales representative arrived Dominic put a string of questions to him and recorded himself accusing the salesman from double-glazing company Zenith Staybrite Ltd of ‘preying on the elderly’. Dominic also that he thought the up-sell was wrong, it was wrong for him to have sold the doors to a lady that really didn’t need them and was clearly vulnerable, suffering dementia-like symptoms.
Dominic is clearly, beyond disgusted with the service and the amount of money the sales rep was prepared to take from Heather. This story made the National news back in October, and in the five-minute-long footage, which has been viewed more than 250,000 times on Facebook, Dominic can be seen confronting salesman Mark Gibson, who denies any wrong doing and says he was unaware the pensioner had dementia-like symptoms. The company maintain they have done nothing wrong and have merely sold a product to a customer…
Hmmmm, what are your thoughts?
Is it a genuine sale or a rogue-trader type sale?
Think about the products and services you sell within your organisation, who your target market is, and how your sales people promote and sell your product or service. Are all your sales people aware of symptoms of mental illness and dementia, and can you 100% say they will spot this and walk away from the situation with no sale? Or have you ever had any alleged rogue-trader type of sales? If so how did you deal with it and resolve it?
We’d love to hear your thoughts and any issues you may have had. likewise if you have been on the receiving end of a rogue-trader type sale, we’d also like to hear how you got on and what happened!