Case in point. I overheard my coworker today telling a customer that we are not on commission when asked by the customer. (we both are in commission-only appliance sales, mind you). I asked him why he told the customer that. He told me that it's not worth trying to sell anything anymore, I'm tired of putting in so much effort for so little, the commissions s---, I'm in draw pay anyways so what does it matter? I just do the bare minimum, I'm just here to sell the PA and credit cards so I can stay employed long enough until I go to another job, since that's all Sears cares about. They [the customer] didn't want the PA so I talked them out of the sale and lied to them about not being on commission so that they wouldn't feel "obligated" to buy from me and bring down my numbers, since that's all it seems that I'm here for. If I'm an hourly employee to them, what does it matter?
I told the store manager. I would have done better by talking to a wall. She brushed it off and said that he's "positive" in PAs and credit so what is there to worry about? I am not one to gossip to other people but this was a little too far. You have an employee turning away sales--letting money walk out of the door--if he feels that it will go against his metrics. Hello? Make any sense now? Apparently not!
This employee is not the only one out there with this mentality. Everyone is so concerned and so preoccupied with metrics because Sears has brainwashed all of us with metrics that don't matter to the associate, the customer or the company. I have heard some of the calls the managers have with corporate. They will briefly talk about sales and then spend the majority of the time rambling about petty things like recaps, know your members, shop your way. Then you have the posts on Pebble demonizing and hating on customers that don't have phone numbers for rewards or don't want to buy warranties.
Don't get me started on 7AM meetings with sales associates on selling PAs if you aren't "positive" and the "coachings" the managers do. They walk around with clipboards all day and will ask how many credit signups do you have? What is the register's "loyalty" at for the rewards program? Did you sell any PAs? etc...etc...
What in the hell is wrong with this company?