There are many things that distinguish a good, caring, salesperson from a salesperson that’s only looking to make the sale. There are consumer advocacy magazines like Consumer Reports and websites like What’s The Best Mattress and Mattress Underground, that help the customer distinguish between the two. Don’t customers deserve someone that is truthful and looking to fulfill all their customer mattress needs with the best product they offer? The salesperson needs to be honest and focus on educating the customer, rather than confusing them with nonsense information. So lets address some of the topics a salesperson should discuss with the customer to direct them in the right direction during their mattress purchase.
Address the Size of the Customer
Of course this may be a sticky topic and somewhat uncomfortable for both the customer and salesperson. However, it must be addressed because the customer deserves to know which beds will hold up and not break down underneath the person. Our recommendations, if a salesperson respectfully addresses your weight, don’t be offended. They are doing both you and their company a real service by trying to help make sure you get the right mattress. One solution STL Beds has put in place is offering a select line of beds specifically designed for individuals 250-350lbs, a group often overlooked by most mattress companies. The Extended Life line uses super heavy duty coils and superior high density foams. We specifically recommend these beds for our plus sized clients, or for someone looking for more of a durable mattress because they perform unlike any other mattresses on the market.
Don’t Focus on a Customer Comfort Guarantee
It’s the salesperson’s job to focus on getting you the correct bed the first time and to educate you on the bed you’re purchasing while making sure you’re comfortable with the purchase. It’s not their job to push you into a bed you don’t want with high pressure sales tactics, like offering false assurances often associated with industry pushed comfort guarantees designed to close more sales. STL Beds has managed outstanding consumer ratings across the web and an A+ rating with the BBB without such a guarantee. When told that we don’t offer one, the first question we often get is “What? You don’t offer a comfort guarantee?” The reason is because we are trained and experienced enough to make sure our customer finds the bed that meets their needs the first time. If a customer weighs 250lbs, we won’t push them into a bed that is suitable for a spare bedroom or petite build. Additionally we encourage our customers to spend as much time as they need testing a new mattress as possible and walk away and give them the space to be comfortable. It is common in our showroom for customers to lay on our beds for hours or come back multiple times to test rest again before making their purchase. This kind of practice is encouraged! We want our customers to be comfortable, to feel at home, and understand exactly what they are purchasing. If you’re a back sleeper, please try the mattress on your back. If you’re a stomach or side, please lay on the mattress accordingly. A customer should spend at least 15-20 minutes on the bed they are considering in the correct common sleeping position before making the purchase.
Also, don’t overlook an important and disgusting facet of comfort guarantees. What do you think happens to old mattresses when they get returned even though selling them used in most states is illegal? These beds are often times sold at a discounted rate as a floor sample or even rebagged and sold as new to unsuspecting customers. Dealers are supposed to properly sanitize these mattresses before reselling them even though such a service is often not available to them. Also consider this, there is no one enforcing these laws designed to protect consumers. Imagine our roadways without anyone enforcing the speed limit signs. There would be a select few that would actually follow the speed limits set. A comfort guarantee is a similar concept. You are simply at the mercy of the store.
Don’t Focus on the Coil Count
Possibly the biggest misconception is that more coils means a better mattress. Unfortunately we have a lot of customers that focus solely on coil count. Customers believe that the more coils in a mattress equates to a better mattress. The fact is the amount of coils in a mattress really isn’t a big deal. The total amount of steel in the mattress is what matters. For example our most durable mattress line, the Extended Life Series, uses far less coils than competitor’s models. The combination of bigger, thicker coils have been proven to last longer for over 100 years and more coils doesn’t equal a better bed! Industry professionals agree that a weightier mattress equates lasts longer. More steel allows for the mattress to withstand the daily use and abuse mattresses must withstand.
Research! Research! Research!
The bottom line is this, the transparency of the Internet gives us the ability to do our homework and verify the claims businesses and their employees make. Not asking questions and challenging the answers can lead to bad purchases. We shouldn’t just take their words as gospel and confirm the information about the products we buy from reliable third party sources.