I wanted to share an experience I had yesterday. To set the stage, I was visiting my brother in the Garland, Texas area. I ride a 2010 SG and my wife rides a 2013 Fatboy with a Champion trike kit. My brother has ridden my wife’s trike and is interested in purchasing a trike in the future. I wanted to see the new 2015 Freewheeler from Harley. So off we went to the local dealer.

As we enter the showroom

Salesman:
Can I help you find something?
Wife:
We wanted to look at the new trike Harley has out for 2015.
Salesman:
Sure let me show you as he walks over and points to a 2015 Triglide.
Wife:
No we want to see the new trike.
Salesman:
This is the new trike
Wife:
No, we want to see the new Freewheeler.
Salesman:
What?
Wife:
You know, the new trike from Harley?
Salesman:
Confused, he walks over to a desk and asks someone else. He returns and to tell us the first one they got in sold in an hour and if she wanted one, she would need to put a deposit down and sign a sales contract.
Me:
You didn’t even know Harley had a new trike?
Salesman:
Yea, but I asked someone that did..
Me:
Let’s get out of here….

Now I ask you if you had a sales team, would you not make sure they knew more about the product than a customer? And if you were a salesperson, would you not make an effort to know what you are selling?

Can we say INCOMPETENCE?

 

He's probably getting paid burger flipping wages. You get what you pay for. You voted with your feet, which was the proper thing to do.

 

This isn't uncommon anywhere, I'm surprised you are surprised. John Deere dealers are the same way. I often visit to check out new equipment and often end up educating the salesman when they should be informing me. Also go visit the local chevy dealer and ask the salesman how many cubic inches the 5.3 liter engine in the trucks is. They will be clueless. The answer is 323ci by the way. Sales anymore is just a job and not a passion

Of course there are always exceptions

 

I'm not surprised at all...

 

Most of them are clueless in my experience. My favorites are the ones that mis quote facts and generally just make **** up.

That said, there are a few good ones out there.

 

If they weren't selling motorcycles, they would be selling cars, clothing, electronics or some other product. The good one try to stay current in their company's products and competitor products but most are just in the job for the paycheck.

 

Interesting post. No need to deal with someone inept when you're the customer.
However,
After 30 years in the sales business he sounds like "the new guy" .......in which case he needed to inform you of that, and get you to someone knowledgable......quick.
The folks that lack the drive to make customers informed and happy don't last very long.
I personally find it rewarding through satisfaction of my customers.

 

It is common in most sales situation, that the customer will know more detail about the produce than the salesperson.

Usually the customer scoures everything he can find, including the internet, with sharp focus on his one specific desired item. He is usually well up to date on most every little detai. Height, weight, turning radius...most everything.

On the other hand the salesperson will only have general knowledge about every item they handle. Their focus will be on sales price, commissions, stock, spifs, shift schedule, competition, financing, etc. They will be more concerned on whether the bikes on the floor have charged up batteries, and a little gas to enable a test ride than what type of air filter will work best on it.

Sales people's job is to find a way to help you buy the bike you want. Product knowledge is helpful here, but not often the highest priority.

Because automobiles are getting so complicated, many dealerships are hiring and training product specialists to show customers all the specifications and gadgets. The electronic alone change so much, it is becoming a profession in itself.

 

I wouldn't expect every salesperson to know everything about every H-D model, but I WOULD expect every member of the sales team to know about the existence of new models.

The lack of knowledge of a particular salesperson wouldn't necessarily stop me from buring a bike from a different salesperson.

Sammi

 

True, especially the last 2 paragraphs, however there is no substitute for an effective level of product knowledge when selling manufactured goods, and no excuse for the lack of product knowledge as the OP described......unless he's the newbie and admitted the same.
In the specific case of HD, where many users (certainly not all) are well versed in the product over the years, one would have to consider this as a factor in being successful selling HD product. Anyone can learn, but it would certainly be a factor in my personal decision if offered a position.