Welcome back everyone. Today we are going to be doing another deep dive
Yeah.
into something which what you might think is a little bit mundane, but um
we are going to be looking at a transcript of conversation between a customer and a shop assistant
right
in a shoe store.
Yeah.
Now you might think why on earth
are we looking at this?
Yeah.
But I think as we get into it
Yeah.
you will really see
how even in these everyday interactions. There is a lot that we can unpack in of the ways that people communicate. Yeah.
The ways that people try and sell things and the ways that people respond to,
you know, certain cues and things like that
and the psychology behind it all. Yeah.
Yeah. Absolutely.
So to set the scene, the customer in this conversation,
walks into the shoe store and they need a pair of trail running shoes,
right?
So they are looking for something durable.
They need good grip for rough terrain. So you know they are going to be going off road.
Yeah.
And doing all that kind of stuff.
I mean, it sounds pretty straightforward, right? Like someone walks into a shop says, "I need this." And the shop assistant goes, "Here you go."
Exactly.
But it is a lot more nuanced than that.
So the shop assistant straight away starts tailoring their language to the customer. Okay.
So they are picking up on those key things that the customer is saying like durability, like grip and they are starting to highlight features of shoes
which are relevant like for example reinforced toes
or you know tread patterns which are specifically designed for going off-road,
right?
So they are speaking the customer's language essentially
to try and build that rapport.
Okay. Yeah, that makes sense. And then they move on to
discussing the available color options. Yeah.
So the customer is asking about colors
and the shop assistant is confirming what they have.
Yeah.
And the whole thing is very
It is very smooth.
Yeah. It's very smooth. It is very
very seamless.
Seamless. Yeah. Like they are both on the same page
and that is no accident,
right?
You know that that is quite a key thing I think in sales.
Okay.
You know, just building that trust.
Yeah.
By listening to what the customer is saying and responding directly to their needs,
right?
You know, really making them feel heard.
Yeah. And not just like you said, just saying, "Oh, here's a shoe."
Yeah. Here's a shoe. Off you go.
Exactly. Yeah.
So, then we get to
what I think is one of the really juicy parts of this conversation which is when the shop assistant brings up a promotion.
Yeah. So they mention this promotion.
Yeah.
And it is a discount on a second pair of shoes.
Right. So this is a classic upsell, right?
It is. Yes.
Absolutely. A classic upsell.
But it is interesting to think about the psychology
behind why this works.
Oh absolutely. Because I mean for starters you have got this idea of scarcity,
right?
You know it is a limited time offer.
So you have got to act fast if you want to get this.
Yeah. You are not going to get this deal next week.
Exactly. Yeah.
You have got to get it now. And then on top of that, you have got this sense of oh I am getting a good deal.
Yeah. With a two for one deal or you know buy one get one half price or
Exactly. Yeah. And even if you did not walk into that store thinking I need two pairs of shoes.
Exactly.
Suddenly you are like
you are thinking well
maybe I do need two pairs of shoes.
Maybe I do. Maybe I do. We need that backup here. Yeah. Yeah.
Yeah. It is really interesting how
you know they have framed this. It is not oh you are spending more money right.
It is oh you are getting this great opportunity.
Exactly.
Yeah.
It is all about value.
Yeah. It is all about value.
Right.
And it works because
the customer in the conversation
Yeah.
does start to think about
they do they start to think about getting that second pair.
Yeah. They clearly tempted by that discount.
Totally.
And of course no shoe shopping trip is complete
without trying on the shoes. So,
yes. Got to try them on.
You have got to try them on.
Yeah.
The customer heads to the fitting room.
Yeah.
And that is a really important part of the process.
Oh, absolutely.
Yeah.
Isn't it?
Yeah. It is that
Yeah.
You are engaging so many senses,
right?
You know,
you are feeling the shoe on your foot. You are looking in the mirror. You are seeing how it looks.
Yeah.
You know, and it becomes real then.
It becomes real. Yeah.
It is not just an idea.
It is not an abstract. concept.
Yeah.
Yeah.
It is a real thing.
Yeah. You were like, "Yeah,
yeah.
This is the shoe.
This is the shoe."
Yeah.
Yeah.
This is the one.
Yeah. I am going to wear this shoe.
Yeah.
Yeah.
I like this shoe.
So, the customers trying on the shoes.
Yeah.
They are really liking them, I think.
Uhhuh.
But the shop assistant
has got one more trick up their sleeve.
Yeah.
They suggest some accessories.
So, they bring up socks, insoles, maybe some shoe care product, you know, things like that.
Yeah. It is like a final.
Yeah.
Little push.
A final push.
Yeah.
To enhance the purchase.
Yeah.
So, this is a really good example, I think, of what is called suggestive selling, right?
But it is done well.
It is not pushy.
It is not trying to force the customer to buy loads of things that they don't need.
It is, you know, genuinely offering solutions which complement
Yeah.
the main purchase.
Yeah. Okay. That is a good decision.
So, it is like, you know, enhancing comfort. performance of the product. So you know they are showing that they care
that the customer's needs still
right and ultimately the transaction is completed
right
everyone is very polite everyone is professional
yeah it is a very sort of ordinary interaction on the surface
right it is very mundane
very mundane yeah
but I think we have shown that there is actually a lot more to it than that
yeah there are all those layers yeah
you know the targeted communication
the subtle psychological cues.
Yeah.
Building that rapport.
Yeah.
Providing value.
Yeah. And it is all part of this dance between the saleserson and the customer.
Yeah.
So, it really makes you think,
how often are we encountering these kind of tactics in our everyday lives?
You know, how is this shaping the choices that we make?
And I don't know, it just gives you something to think about.
Absolutely.
The next time you go into a store,
doesn't it?
Yeah. And I think as well, it is interesting to think about how this is all evolving with the rise of online shopping, AI recommendations, you know, how will these strategies adapt,
you know, what new things will emerge?
It's it is a whole other area.
Yeah.
To think about
absolutely.
Well, that was fascinating. I really enjoyed that deep dive.
Yeah.
Um, thanks everyone for listening.
Yeah. Thanks for ing us
and we will see you on the next one.
See you next time.
Bye.

Bienvenidos de nuevo a todos. Hoy vamos a adentrarnos nuevamente en un tema que podran considerar un poco mundano, pero vamos a analizar una transcripcin de una conversacin entre un cliente y un dependiente en una tienda de zapatos.
S.
Ahora, podran preguntarse: por qu diablos estamos viendo esto?
S.
Pero creo que, a medida que nos adentremos,
S.
realmente vern cmo, incluso en estas interacciones cotidianas, hay mucho que podemos desglosar en trminos de la forma en que las personas se comunican.
S.
La forma en que las personas intentan vender cosas y cmo responden a ciertas seales y cosas por el estilo, y la psicologa detrs de todo ello.
S.
S. Absolutamente.
As que, para contextualizar, el cliente en esta conversacin entra en la tienda de zapatos y necesita un par de zapatos para correr en senderos,
verdad?
As que est buscando algo duradero. Necesita buen agarre para terrenos difciles, ya que va a correr fuera de pista.
S.
Y hacer ese tipo de cosas.
Quiero decir, suena bastante sencillo, no? Alguien entra en una tienda y dice: "Necesito esto". Y el dependiente responde: "Aqu tienes".
Exacto.
Pero es mucho ms matizado que eso.
El dependiente, de inmediato, comienza a adaptar su lenguaje al cliente.
Vale.
As que est detectando esas cosas clave que el cliente menciona, como la durabilidad, el agarre, y comienza a resaltar caractersticas de los zapatos que son relevantes, como, por ejemplo, punteras reforzadas o patrones de suela diseados especficamente para terrenos irregulares.
Verdad?
Bsicamente, estn hablando el mismo lenguaje que el cliente para intentar construir esa conexin.
Vale. S, eso tiene sentido. Y luego pasan a discutir las opciones de colores disponibles.
S.
El cliente pregunta sobre los colores y el dependiente confirma lo que tienen.
S.
Y todo el proceso es muy...
Es muy fluido.
S. Es muy fluido. Muy...
Muy natural.
Natural. S. Como si ambos estuvieran en la misma pgina, y eso no es casualidad,
verdad?
Sabes, eso es algo clave en las ventas.
Vale.
Simplemente, construir esa confianza.
S.
Escuchando lo que el cliente dice y respondiendo directamente a sus necesidades,
verdad?
Hacindolos sentir realmente escuchados.
S. Y no solo, como dijiste, decir: "Oh, aqu tienes un zapato".
S. "Aqu tienes un zapato. Ahora vete".
Exacto. S.
Entonces, llegamos a lo que creo que es una de las partes ms interesantes de esta conversacin, que es cuando el dependiente menciona una promocin.
S. As que mencionan esta promocin.
S.
Y es un descuento en un segundo par de zapatos.
Correcto. As que esto es un clsico upsell, no?
Lo es. S.
Absolutamente. Un clsico upsell.
Pero es interesante pensar en la psicologa detrs de por qu esto funciona.
Oh, absolutamente. Porque, para empezar, tienes esta idea de escasez,
verdad?
Sabes, es una oferta por tiempo limitado.
As que tienes que actuar rpido si quieres aprovecharla.
S. No vas a conseguir esta oferta la prxima semana.
Exacto. S.
Tienes que aprovecharla ahora. Y adems, tienes esa sensacin de que ests obteniendo un buen trato.
S. Con una oferta de dos por uno o, ya sabes, compra uno y lleva el segundo a mitad de precio o...
Exacto. S. E incluso si no entraste en la tienda pensando: "Necesito dos pares de zapatos".
Exacto.
De repente, ests pensando:
"Bueno, tal vez s necesito dos pares de zapatos".
"Tal vez s. Tal vez s. Necesitamos ese par de respaldo aqu".
S. S.
S. Es realmente interesante cmo,
sabes, han enmarcado esto. No es: "Oh, ests gastando ms dinero", verdad?
Es: "Oh, ests obteniendo esta gran oportunidad".
Exacto.
S.
Todo se trata de valor.
S. Todo se trata de valor.
Correcto.
Y funciona porque
el cliente en la conversacin
S.
comienza a pensar en...
S, comienza a pensar en conseguir ese segundo par.
S. Claramente, est tentado por ese descuento.
Totalmente.
Y, por supuesto, ninguna compra de zapatos est completa sin probrselos. As que...
S. Tienes que probrtelos.
Tienes que probrtelos.
S.
El cliente se dirige al probador.
S.
Y esa es una parte realmente importante del proceso.
Oh, absolutamente.
S.
No es as?
S. Es que...
S.
Ests involucrando tantos sentidos,
verdad?
Sabes,
ests sintiendo el zapato en tu pie. Te ests mirando en el espejo. Ests viendo cmo se ve.
S.
Sabes, y entonces se vuelve real.
Se vuelve real. S.
No es solo una idea.
No es un concepto abstracto.
S.
S.
Es algo real.
S. Ests como: "S,
s.
Este es el zapato.
Este es el zapato".
S.
S.
Este es el indicado.
S. Me voy a poner estos zapatos.
S.
S.
Me gustan estos zapatos.
As que, el cliente se est probando los zapatos.
S.
Realmente le estn gustando, creo.
Aj.
Pero el dependiente
tiene un as ms bajo la manga.
S.
Sugieren algunos rios.
As que, mencionan calcetines, plantillas, tal vez algn producto para el cuidado de los zapatos, ya sabes, cosas as.
S. Es como un ltimo...
S.
Empujn.
Un ltimo empujn.
S.
Para complementar la compra.
S.
As que, este es un muy buen ejemplo, creo, de lo que se llama venta sugerida, verdad?
Pero est bien ejecutada.
No es agresiva.
No est intentando obligar al cliente a comprar cosas que no necesita.
Es, ya sabes, ofrecer soluciones que complementan
S.
la compra principal.
S. Vale. Esa es una buena decisin.
As que, es como, ya sabes, mejorar la comodidad o el rendimiento del producto. Estn demostrando que les importan las necesidades del cliente,
verdad? Y, finalmente, la transaccin se completa,
verdad?
Todos son muy educados, todos son profesionales.
S. Es una interaccin muy comn en la superficie,
verdad? Es muy mundana.
Muy mundana. S.
Pero creo que hemos demostrado que, en realidad, hay mucho ms detrs de eso.
S. Hay todas esas capas. S.
Ya sabes, la comunicacin dirigida,
las sutiles seales psicolgicas.
S.
Construir esa conexin.
S.
Proporcionar valor.
S. Y todo es parte de este baile entre el vendedor y el cliente.
S.
As que, realmente te hace pensar,
con qu frecuencia nos encontramos con este tipo de tcticas en nuestra vida cotidiana?
Sabes, cmo estn moldeando las decisiones que tomamos?
Y no s, simplemente te da algo en qu pensar.
Absolutamente.
La prxima vez que entres en una tienda,
no es as?
S. Y tambin creo que es interesante pensar en cmo todo esto est evolucionando con el auge de las compras en lnea, las recomendaciones de IA, ya sabes, cmo se adaptarn estas estrategias?
Qu nuevas cosas surgirn?
Es un rea completamente nueva.
S.
Para reflexionar.
Absolutamente.
Bueno, eso fue fascinante. Realmente disfrut ese anlisis profundo.
S.
Um, gracias a todos por escuchar.
S. Gracias por acompaarnos.
Y nos vemos en la prxima.
Nos vemos la prxima vez.
Adis.