Puzzled by YYZ AD

[bmsermd]

Just had my second surprising negative encounter at a Toronto AD.

A few months back I was looking at the 16610 vs. the LV. They were out of stock in the 16610. When the salesperson asked what my preference was, I replied that I loved the Maxi dial. She was clearly puzzled by the term and had apparently never heard it before. No big deal...

Went back today to finally get an up-close look at the new Sub-C and was told they weren't going to be in Canada until September.

I pointed out to the salesperson (a different one this time) that I was pretty sure that there was one sitting in the display. "Oh no thats the old one", she says. "Really? you have the 16610 back in stock? That looks a lot like the new ceramic one, look at the lugs". When she took it out of the display to see the sales the tag, it was of course the new Sub-C.

(Ill leave my opinions of the actual watch out of this thread, there is already enough debating the new vs classic specs)

Anyone have any similar AD experiences?
Who is this place hiring and just how much do they know?

[The GMT Master]

You have to remember that Rolex provides absolutely no training or training material for sales assistants. If someone within the AD hasn't taken the time to sit each assistant down and explained each model in detail, then there is no way for them within the work environment to pick up the in depth knowledge that we expect.

It's a poor system, and one that I'm working on changing

Chris

[ayecarumba]

Hi Brant,

Proud of myself for recognizing the 3 letter identifier for Pearson (Toronto) International without my cheat sheet!

Poke around here and out there in the real world and you'll find ADs run a broad gamut of experience and expertise. But it is rare to find an AD with a fraction of the "needless nuggets of nebulous knowledge" you'll find on here! E.G.: How many crowns are on the exterior of a Rolex GMT IIC?

There have been lots of good discussions here regarding the mostly mediocre product knowledge of your average salesperson. A fellow TRFer summed it up when he told us "I don't hire guys that love cars in my car dealership, I hire guys that love to make money!" Sadly, this mantra and ethic seem to prevail. I believe that it is a sale enhancer to have someone knowledgeable and conversant in the product. Easy to say, hard to find.

Don't take it personally. It might be a great opportunity to be of service by taking a few moments to explain the differences and details to the person. If they are even half way decent, they'll appreciate the information!


--Paul

PS- There are 6 crowns if you didn't already know the answer!

[ayecarumba]

Originally Posted by The GMT Master

You have to remember that Rolex provides absolutely no training or training material for sales assistants. If someone within the AD hasn't taken the time to sit each assistant down and explained each model in detail, then there is no way for them within the work environment to pick up the in depth knowledge that we expect.

It's a poor system, and one that I'm working on changing

Chris

Sorry..don't wanna hijack....but how's the proposal to Rolex going?


--Paul

[Zirotti]

And this is why I buy here or on TZ (either new or second-hand) because most ADs provide ZERO value to me.

[The GMT Master]

Originally Posted by ayecarumba

Sorry..don't wanna hijack....but how's the proposal to Rolex going?


--Paul

Hi Paul,

Just working on a reference booklet at the moment - a brief history of Rolex, important innovations, the history behind each model, features and benefits, and how to sell each one. After that, I'll start putting together a proper pitch

Cheers,

Chris

[bmsermd]

Well done Paul, and thanks for the comments. You've pretty much summed it up as best one can.
Thanks as well to you Chris and good luck with your endeavour.
Cheers.

[Rolesor]

Originally Posted by bmsermd

Well done Paul, and thanks for the comments. You've pretty much summed it up as best one can.
Thanks as well to you Chris and good luck with your endeavour.
Cheers.

where you at Royal De Versialle? Last time I was there I was helped by a younger girl who was very helpful. The others... not so much

[bmsermd]

It was at RDV, Brandon.
If you're interested. They do have a Sub-C in stock as of this afternoon.
(I'm still trying to not choke when I think about the price).

[The GMT Master]

Originally Posted by bmsermd

Well done Paul, and thanks for the comments. You've pretty much summed it up as best one can.
Thanks as well to you Chris and good luck with your endeavour.
Cheers.

Thanks Brant - I've just got the opinion that if someone is buying a luxury item like a Rolex, then they deserve luxury treatment as well. It shouldn't just be a purchase, it should be a positively memorable experience, otherwise there wouldn't be a point to having ADs full stop. I'm acutely aware that I can't compete with grey dealer prices, so I have to make sure I know as much as possible about my product, and make it as enjoyable as possible for my customers.

I can't expect every single sales assistant to spend hours of their own time outside of work reading up on watches like I have - for me, it's more of a personal passion than a job. But I don't see why there can't be a minimum standard of knowledge, suitable to deal with most customers, for all members of staff, whilst leaving the highly specialised knowledge to one or two members of staff. That way, customers who don't know much about the brand can have a basic, but accurate rundown of their new watch, whilst those who want to know about the finer points, like the members of TRF, can be catered for as well.

Certainly some of the big chains need to sort their act out - Torneau is often touted round here as a byword for incompetence, rudeness and ignorance. Admittedly, it doesn't seem as bad over here, but you do hear the horror stories. I just want those to become a thing of the past, and for ADs to become synonymous with knowledgable, friendly and positive experiences.

Cheers,

Chris

[bmsermd]

I'd shop in your place anytime Chris!