Customers expect us to know if other shops in the area sell certain items

They have their time to lose @saraclara

I have to factor in my time spent on admin in the amount I charge. If I have to spent 6 x 10 minutes a day explaining to a person who thinks I'm their PA how to buy something elsewhere, I need to up my prices to cover that hour.

When I was in clothing retail we were expected to know (roughly) what our competitors sold. I really don't think it's an outrageous thing to be asked about - in fact I often suggested people try X or Y if they were after something specific I knew we didn't sell.

Of course nobody should be rude about it if you don't know, though.

100% about working in retail/waitressing. My eldest did a stint working tables when she was in college and it’s kept her in good stead with managing people. People do not realise how hard it is dealing with people that look down on you yet expect you to ‘help’ them.

The comment above about ‘we pay your wages’ - just really goes to show how people feel about those in the service industry. With out them - you’d be fucked

We sell some electricals in our store and often get questions about which one is best like we have training on the items. I've not got a bloody clue.

I've also had people asking if an alternative product from another retailer would be better than the one we are selling?! Again, not a bloody clue.

Customers are wild and obviously, those not working in a retail setting on this thread have no understanding of what a nightmare some customers are. To be fair, it's usually middle aged people who generally cant be arsed to do their own research regarding these products.

Why would a business direct other people to their competitors?

Because they don't stock the item, don't plan to, and so have nothing to lose?

When a company suggests that I try a rival, it makes me think very highly of them, and more likely to go back. They're prioritising their customer, and that's great service.

That poster was right. Since Covid I’ve definitely seen a rise in impatient and rude attitudes.

People don’t work in retail because they just love working with customers. They work there to feed their families/pay the bills. Not to be spoken to like shite.

Spot on @Hugosmaid

So many people on this thread, haven't thought through what this question is like from the other side. Like a poster upthread said, it would be nice if everyone did a stint in customer service/retail/waitressing so that they know what it's like.

Op, I have learnt over the years, that your best response if you are forced to give one as you're face to face, is a very polite but closed one. 'I'm so sorry, I don't know.' Even when you do. Especially if it's your own business.

Why would a business direct other people to their competitors?

A decent sales person should offer alternatives from with in the business.

We actually get this a lot - I would not expect my staff to be knowledgeable about what a competitor stocks 😂😂😂

I have a clinic - people will ring up and ask for a service we don’t provide. It’s on our website what we provide. People just can’t be arsed looking at our services.

So then comes the ‘do you know where I can get the service?’ Many a time I have googled services to direct them there and then comes the ‘how much is it gonna be?’

OR

They just completely ignore the fact we don’t offer the service, book in for something else then as when they arrive at the clinic ‘explain’ what they are really wanting. Then get really pissed off when I tell them we do not offer that service. And then I’m pissed off as I have lost an appointment slot

Sound like you're in the wrong job if you don't want to be civil and helpful. Instead, you're on here whinging and effing about the customers that pay your wages!

It's not rude to ask, but it is rude to get angry if the staff member doesn't know.

Several times recently, when I've asked if they have something, an assistant has suggested somewhere else I could try, without me asking.

There’s absolutely no harm in them asking. A good business with knowledgable staff should know a good proportion of what their competitors sell.

Obviously they shouldn’t be rude for your lack of knowledge, but that goes for any situation, not this specific one.

It's a fair enough question to ask but there shouldn't be an expectation that you know in detail what other stores sell.

So for different stores, how would you know that. I might ask in say somewhere like Next, has another branch got it as they can probably look it up on the system.

I’ve just had a brain wave!! National service but in retail!
Or waiting tables or customer service.
Im going to write to Rishi.

For me - all info about what I offer detailed on my website

I presume we are talking about being in a physical shop though- not online shopping.

It's interesting on this thread that most people think it's a perfectly fine question to ask and that the employee should be super polite back

I dont expect "super" polite. Just bog standard polite/civil 😉

I've had people get huffy with me because I haven't known where something is in a shop... and I was just another customer.
One time it happened, I was trying on a pair of shoes.

Asking isn't the issue, it's the attitude.

I think you can just explain to the customer that you've been off work and are still getting up to speed. They definitely shouldn't flip out and you should take them to a manager if they do. This is harassment.

I really hope you didn’t say that to a customer. You do know that if you work in retail you’re supposed to actually give some customer service?! So, so rude.

Would you call Very or ASOS for example and ask them for a red dress with a black heart print? Or would you reasonably expect them to have thousands of options and need a code to check?
It's the same kind of set up...we can't search by feature and yes, customers know this, they just can't get their head around it (or, I suspect, think we can make a special exemption just for them). Hence why life would be easier without them 😆

It's interesting on this thread that most people think it's a perfectly fine question to ask and that the employee should be super polite back.

I guess it's fair enough - UNTIL you run your own business and see it from the other side.

For me - all info about what I offer detailed on my website
Random person - do you do x? (Thing not offered as detailed as listed on my website)

So. From this point on, due to their laziness and entitlement, I am now expected to give up my work time at no value to myself. I've made a business decision to stop responding, because with this type of person they just keep on.

And the conversation, and my wasted time being their PA, continues

'No, I'm afraid I don't offer x, sorry.'
'Do you know who does?'
' fucking google it maybe you could try Bob.'
'Do you have Bobs number.'

And on and on. My time wasted with no return.

Once a day, fine. Hundred times a day, not fine.

I’m in health care.
Apparently I’m expected to 1) know in detail every disease condition known to man and 2) be fascinated by every one’s health problems, be knowledgable and have a solution/cure.
Call me picky but really, your piles at this BBQ are not my top fun topic of conversation and while I’m sorry about your family visit to A&E and 22 hour wait to have a bee sting looked at, I couldn’t give a toss.
I just want my pasta salad and cold coke in peace thanks.

I think it's really rude for a customer to ask if essentially a competitor sells something. Especially if the person you are asking is the owner. 'Hi. Can I take up some of your time to give my money not to you but to a competitor?'

Does all your customer service information say they have to have the code before they call? If not, it's probably not unreasonable to expect that you'd be searching for it the same way they would - by feature?