Italian Persuasion and Sales Secrets

During a recent vacation to Italy I've been watching,
listening and observing how the Italians persuade,
influence and make the sale. It's fascinating and
extremely profitable to study.
First, as tourists we are influenced by recommendations by
someone we perceive as an authority. For starters there's
our guide book. All the major guide books will give you
sleeping recommendations and dining spots. My wife, Missy,
and I brought along 2 books. The Rick Steves guide to
Italy and also Frommers. So if Rick or Frommers says go to
this restaurant we're more likely to go there. Or by
asking the front desk or concierge for a recommendation
we'll take it.
Next, let's talk about shopping. Many of the sales people
I've encountered who work retail have a very understated
yet effective way of making the sale. In Florence, we went
to many of the high-end Italian shops. Inside the Armani
store I was looking for a new sport coat. I found a
wonderful jacket that I wanted to try on. The problem was
I was wearing a polo shirt and that's a bit thicker than a
regular dress shirt so the jacket wouldn't fit right. So
my sales guy gave me a new Armani shirt to try on
underneath my jacket. He quickly took a look at me and
brought back the exact right size.
The gentleman then brought me 5 different jackets to try
on but none of them worked. However, all was not lost
since after trying on the jackets I fell in love with
"my" Armani shirt. Yep, I ended up buying it even though
it was way overpriced.
A few steps away down Florence's "5th Ave" we walked into
Gucci. There were lots of items in there with the famous
"G"'s that we don't have over here in the States. I
immediately sprinted over to a burgundy Gucci motorcycle
helmet and stuck it on my head to continue the tradition
of being an obnoxious American. :)
After making a fool out of myself, I wandered up into
Men's shoes and found a pair of loafers I loved I asked
the girl working in shoes to help me find my size and she
brought them out for me to try on. Then she did something
I've never seen before at retail...she kept absolutely
silent. Missy and I talked about the shoes and if I should
get them or not. We discussed the comfort of them and if
they were slipping or not. But during all of this - the
sales girl remained quiet.
From negotiations we know silence is the most powerful tactic
any side can take. Usually the sales rep is telling me how
great the shoes look, how carefully they are constructed,
etc. But here absolutely nothing but silence. I'm sure you
can guess - I bought the shoes.
Now if you think I'm the only one who was shopping - think
again. Missy did her fair share in Venice.
Since it got a bit colder, Missy went looking for warmer
clothes. We went in and out of boutiques all day and even
returned to the same ones 2 or 3 times. Once Missy found a
sweater to try on and before she could leave the dressing
room, the sales rep came bounding in with 2 or 3 more
colors in the same model.
In another boutique, Missy would be trying on one top and
the sales rep would have the other colors lined up for her
on the counter and several other outfits that matched her
choice. It was pretty amazing to see them in action. Of
course, she ended up buying more than she originally came
in for.
Another thing we saw at retail shops was the packaging.
For many of the items we bought they immediately wrapped
them up so they would be suitable for a present. We even
went to a Pharmacy to buy Advil because my back was
hurting and the pharmacist wrapped that up like a present.
What else do you do on vacation besides shopping? How
about eating?
Italian waiters do a masterful job at selling and
persuading patrons that's really worth studying. One of my
favorite meals in Florence the waiter used the assumptive
close to take our order. I asked for a recommendation on
appetizers and he would mention the mushroom and tomato
dish was excellent. Then he'd start writing and talking at
the same time, "one mushroom and one tomato for the
lady."
He went on like that with the pastas and entrees assuming
we'd have 2 of everything. He was wrong but I'm sure they
do a whole lot more business like this. After the meal the
show continued. When explaining dessert he said, "We have
the World's best cheesecake and Europe's number one
chocolate cake."
Who gave them that honor? I'm sure no one. They just said
it. We did split the cheesecake and it really was
delicious. It tasted a bit like 'no bake' cheesecake - but
Missy and I both love no-bake cheesecake at home so we're
biased.
In Venice it's the experience usually and not the food
that takes center stage. In Saint Mark's square we sat
down and had a glass of wine, a coffee and a water. The
bill? A jaw-dropping $45. We were charged for music and
bread/cover charge plus the outrageous amount for our 3
beverages. But it's okay because it was an experience we
were paying for and not the drinks.
This restaurant has a complete band outside playing
classical Italian music and the whole experience
of sitting in the center of the Square to watch the people
mill about was worth it. But it just goes to show you if
you create an experience you can get away with highway
robbery.
And what is the most famous experience in Venice?
Gondolas, right? There's no better example of paying for
an experience because where would you pay about $150 for a
over glorified canoe? Now I'm not complaining because the
gondola ride is a must for many tourists. And Missy and I
loved it - but when you stop to think about it you
wouldn't pay for this anywhere else.