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A customer walks into your store to buy a certain item. He then gets a phone call from someone you don't know, but you can hear the conversation and it involves him talking about your competitor's product and the price that he found it in, as well as comments on its quality. When the customer hangs up, do you make him aware that you were listening to the conversation by giving him points to prove that you're better than your competitor? Or do you think it's unethical to let him know that you were listening to his personal conversation? Please justify your answer.
Although, you know about this conversation, but its unethical if your customer knew you listened his personal conversation.
Right at the moment, you help him, and politely ask what he needs, I am available to help you, so he will let you know about his views he got from conversation, and then educate well about your product, and start bench-marking, section by section like price, quality, convenience, accessibility, and durability as well other features of your product or service so make a cross links for his satisfaction.
Take it as a potential clue and without making him aware, customize your sales pitch and accordingly start talking about the feature & benefits of your product offering.
I think it is better in this smtuatsii will.
1. Apologize that you inadvertently hear what was going on and were used to offer many different options
It is unethical to listen deliberately to somebody's private conversation. However, if they are having it right in front of you, it is ok (subject to cultural context) to say, 'I couldn't help overhearing ....'
However, in this case, I wouldn't do that. I would use the knowledge that I have gained to my advantage. "Now some of our competitor's products are just a little bit on the cheap side. I understand that that they are building down to a price, and that's fine .... but if you were buying a new car would you choose the one with the cheapest brakes? With every component made by the lowest bidder?"
I will not let the customer know that I was listening to their conversation because it is unethical thing that I have done however I will make a good use of the situation.
I will assist the customer and act normal then once the customer chooses the product then I will start to build up the product he chooses or maybe drive him to get a better product that fits his needs.
IT IS UNETHICAL TO LET HIM KNOW THAT I WAS LISTENING TO HIS CONVERSATION
I ALSO AGREE WITH MY COLLEAGUES
we can excuse and ask him may i help you and explain about your store and items that we are having with good quality.
first of all to tell customer that you heard his personal call in not the right way, it should be a challenge for sales man to compete all advantage of competitors by by telling telling the customer within his introduction about his item during the sales transaction
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