Nasty Salespeople And Why We Still Buy From Them

But why would we put up with that?

The researchers say it’s all about the luxury – everyone would like to have it, whatever luxury might mean to him or her personally. So, if a luxury brand’s salesperson makes you feel rejected you want the item even more. That wouldn’t be true for a brand that you perceive as ‘non-luxurious.’ Again, ‘luxury’ is in the eye of the beholder but in general we’re talking about higher priced items, distinctive name brands and the kinds that are marketed in ways as to be clearly associated with wealth or celebrity.

The study also found that this behavioral pattern may explain why many people find that online purchasing is so pleasing – there’s no one online who will look down their nose at you or look at you and assume your clothing or appearance makes you an unlikely or unsuited buyer for the item you want to buy from them. The online experience is much less intimidating. In the online world – places like Amazon – it’s as simple as whether or not you have the means to buy whatever you want. There’s no salesperson to give you ‘attitude’ at all.

What Should Companies Do?

Despite the psychological impact a snooty salesperson may have on you it’s not a behavior upscale stores say they are looking for in their employees. The brands and companies are very well aware that bad customer experiences can have very negative effects no matter who the customer may be. And, say the researchers, snootiness can take place in any setting it just seems more evident in upscale locations.