POS Conversion

I bought my first mobile phone, a Samsung R 220 in 2002 when I used to work at Musicworld in Kolkata. Those days, it set me back by over Rs. 9,500. Colour display, trendy looking and all that. Incoming call was Rs. 2 per minute and outgoing was Rs. 5 per minute on Airtel. It was mainly meant for my family in Chennai to reach me whenever they wished to speak with me. I retained it for about three years, and then moved to Nokia for about 4 years. Then came Blackberry and then my iPhones since 2012 although I first used an iPod in 2006 which my friend gifted me. Over the past four years, have got so engrossed and obsessed with the Apple way of communicating. As I always say, Apple is neither a hardware company nor Software one. It is an ecosystem. It is something like Hinduism, a way of living. Once you get used to the Apple way of life, it is very difficult to move out – you are kind of hooked on. Yes, I know and you know many who have moved on, but so be it. After using an iPod for a decade, iPhones for 4 years and an iPad for 3, I decided to buy a Macbook which I did recently. And boy, what a life this is – so well integrated. However, I use the Microsoft Onedrive to store all my data and access it across devices. Photos, of course are on iCloud. So, I have been engrossed in this system, quite well.

Now that I run two startups (OyeThere.com and SmilingBaby.in), I am in the process of releasing their mobile applications. So, being the consumer guy, I want to experience first hand what the user goes through while using the app. And hence started to look for an Android device. Honestly, I have no experience in using an Android OS and hence had neither positive nor negative thoughts about them. I know so many Android fanatics and these are very intellectual people. I know many who swear by a Macbook yet use Android phones. So, am sure they are quite good. As usual, started reading reviews and searched online. Was impressed with the Lenovo K4 Note. I went to the big four sites online but the confused me more than I already was. My budget was sub-Rs. 10,000 and hence the dichotomy was much higher. Since my spare laptop is a Sony Vaio, I thought let me look for a Sony mobile perhaps they may sync well. Walked in to the showroom at Alwarpet and asked the guy for some details. They were so disinterested to even strike a conversation, forget selling the device. One guy was ignorant and the other couldn’t care less. This was the most premium store for Sony in Chennai and among the top ones in India, probably more than a decade old. Shame on the boys and the guy who has franchised it to have such a poor team of Retail sales staff, I thought to myself and walked away.

Next I went to the guys who pioneered Mobile Retailing in Chennai, Univercell. The brand has changed hands recently and the new team has perhaps washed off their hands off their Retail business. The store was stinking of sock’s odour and the boys were generally fooling around. This was the same store which made historic sales at a store level some 7-8 years back. They neither had what I asked for nor were they keen to continue the conversation. I walked in next in to a store called Studio Cell, a small time local retail chain with just a couple of outlets. The “owner” sits at the shop most of the time – I remember visiting the store 6 years back when I bought a phone for my Dad. He was there then too, and every time I went thereafter. He and his team of four listened to my requirements carefully and suggested a brand new model from a company that revolutionized Mobile telephony in India a decade back. The brand was LYF and was from Reliance Telecom. The sales guy was using a handset which we explored. It was 4.5 inches in size, same as my iPhone 6. Apparently, this is the only 4G handset in India at the moment and the call quality was supposed to be superior. Apart from some similar features with the iPhones, it seemed to be quite a sturdy device. And for Rs. 6,700, it seemed to be a steal, well almost. The sale was over in less than 8 minutes and billing done. Screen guard was another Rs. 300. So, for Rs. 7,000 I had a phone with as many features of a smartphone in the Rs. 10,000-15,000 price bracket. The phone weighed quite light and was a great feeling to one a unique piece which no one has around in town.

So, here is the learning. Customers are always looking for products (and services). Brands spend millions of dollars to build themselves and partner with trusted franchisees and companies, only to be let down at the point of sale. Small & Medium Retailers and Store owners on the other hand sweat it out. The phone that I bought could have got him a 15% margin and perhaps also some volume discounts if he sells more. He is not venture funded with dollars from the silicon valley who fund online companies mindlessly who in turn pass on discounts at the drop of a hat and have no clue how to retain customers who are always looking for the best bargain. He is a common man – a Retailer whose bread and butter comes from each Sale that happens at the store. Therefore, the “conversion” of an onlooker to become a customer and a repeat customer is a challenge these guys are addressing very well. He gives a new meaning to the term “Customer Service” which neither E-Commerce nor Organized Retailers have been able to provide consistently to customers.

The above pic was taken around 6.30 pm on a full moon evening from my spare bedroom on my 13th floor house which I use as my makeshift office. You can see the about to be inaugurated Kalaivanar Arangam, a multi purpose hall, the Doordarshan Tv tower, the Chennai Harbour & Port and ofcourse the Bay of Bengal with a full moon... Not bad at all for a 5 MP Camera! Have been using the phone for over 48 hours as I write this post. No major issues found. Ofcourse, it is not anywhere comparable to an iPhone and I don’t expect it either. I have always taken things (including people) as they are and here, I assert that I shall not sulk on this device comparing it to an Apple. As they say, with practice comes perfection and I would probably get used to Android LYF.

After closing the sale and while about to leave, I asked the Store Owner if he sells online to which he said he used to and has stopped because the big boys don’t pay his bills on time. So, I suggested him to take a look at my Hyperlocal Omni-Channel model OyeThere.com We surfed the site for about 10 minutes and seemed to be excited about the way the whole thing works. He has said he will come back with his thoughts to partner with us. He may. He may not. But I am sure, he will remain in business for a long time, coz his fundamentals are strong.

The iPhone Saga continues...

When I posted on my Facebook page at 11.35pm on the night of 16 Oct. 2014 that I was the first in the city of Chennai to receive a 64 GB Gold variant of the iPhone 6, someone sarcastically quipped "So?!?" Well. It was no big deal. Really. Anyone could have been the first one if they had put in the effort. And for me, it was pure fun. And a Retailer's delight too - to see how a Retailer delights his customers through completing a much anticipated and well hyped "transaction". In many parts of the country, the event was quite publicized and draw discerning customers to the Retail Stores - one retailer in Chennai had gone a step ahead to rope in leading actress Hansika Motwani to do the honours. India's largest mobile store chain, The Mobile Store took a full page Ad in national newspapers urging people to preorder and get the device in the midnight. Flipkart, India's largest ECommerce company along with rivals Snapdeal and Amazon was taking preorders promising one-day delivery. Crazy Apple Fans lined up the outsides of the Retail Stores, from UB City in Bangalore to Select City Walk in New Delhi's posh Saket area. I, however chose to skip the queues and chose to book with a low-key Retailer close to my workplace. I really took a chance with this Retail Shop, it is called Hello World located at Adyar, in South Chennai. They charged me Rs. 5,000 as booking charges 5 days before the original launch and assured to deliver the phone by midnight.

 On the day of release, I called then twice during the day to check if everything was as per plan, and they continued to assure that they were geared up for the event and I could come over after 11.30 in the night to collect the "piece". Yeah, ultimately its a piece, but a precious one though! I finished work, went home, had shower and dinner and drove back to the shop and reached around 11.15pm. There were 2-3 other customers who had turned up at that time. I was actually taking a chance, just in case they offered to sell the piece well before the time the invitation suggested. And in true Indian style, they did. They "sold" the first piece to me well in advance of the promised time but cautioned me not to activate the phone until 00.00 hours, lest I lose warranty.

I came back to my car, clicked a Selfie and shared on social media and whatsapp groups - small thrills, you see. And was greeted and responded by many people whom I knew and didn't. I really felt happy that the Retailer stood its purpose and kept us its word by delivering what was promised.

I came home and waited patiently, only to activate my new iPhone6 at 00.05 hrs. Its a delight to restart or swicth on an iDevice. And I love that experience absolutely. The finesse with which a product has been created and packaged - Hats off to Steve Jobs for this. I have been using Apple products for a decade now, with my first one being an iPod Nano 4GB. In the year 2004, it was a miracle to store over 10,000 songs on a single portable device that can be heard through headphones, on a car through an AUX Jack as well as played on a music system. And Apple has gradually grown its line-up. at the moment, I guess they have over 30 SKUs, some in sales in a few countries while some have been discontinued from production as well.

There have been a number of reviews about iPhone6 itself, so I am not going to get into the technicalities. Your favourite news websites are a better source than mine. So, I would urge you to read what you think suits you best. I am only going to share how it feels as a user, as a keen observer of consumerism, as a retailer and as a Retail Consultant who advises various businesses.

The iPhone6 is a tad bigger than the previously launched iPhone5S. The beauty of the earlier iPhones and iPods was that they could be managed using one hand, depending on what suits you. Not anymore with the new model. While a few can hold the device comfortably in one hand, most people, including a few women may find it difficult to use it on one hand. However, the flipside is the screen size looks much bigger. You get to see and read a lot more, especially on sites like twitter and facebook as well was webpages. While the default font size remains the same (it can be increased through manual settings though), one gets a feeling of using a non-Apple device. Maybe like an HTC or Sony. Samsung has launched various sizes appealing to various strata of people, just like how another Korean Automobile company Hyundai does. So, it depends on which other smartphone you compare it with. But interestingly the new model is lighter than the previous one, so the size is compensated with the pressure exerted by the palm.

Speed is immensely better in the iPhone6, but you would realise this only while using certain apps. And the likes of Facebook and Twitter have updated their own apps in line with the iOS8 Operating system, so the apps now open up and perform much better than in previous devices. Battery drains slower than before, although I haven't put the device to too much of use such as having a Facetime Call or watching a movie. Features like Near Field Communication (NFC) and ApplePay wouldn't be usable in India, for we dont have the relevant infrastructure here. Other than some basic cosmetic changes, there is nothing new in the device, although hardcore Apple Fans will tell you about the technicalities which I dont think will change the way we live! However, to each his own. 

At the moment, its been just about 36 hours since I have been using the phone and it seems to be working well and doing its job to its best. And my love for Apple keeps increasing by the day. As the saga continues...

Sync-ing customers with Technology

Smartphones have come a long way in India over the years. Until about ten years ago, the most popular phones for business purposes were BlackBerry followed by Nokia Feature Phones for personal uses. Others like Samsung, LG, Motorola, etc. had very limited models and therefore very less sales (penetration) as well. Things started changing with the launch of the Apple iPhone in 2007. The iPhone revolutionised the way people used mobile phones with its remarkable technology, style and utilities. As is quite famous about Apple Founder Steve Jobs, the company doesn't conduct much of surveys about user's needs - it rather provides features that users never thought they would need one - the most recent being the finger print scanner for unlocking the iPhone 5S which was the most recent launch in 2013. Samsung Electronics, which is one of the leading Electronics companies in the world has surged past others in less than half a decade to dominate the world's number one position in Smart Phones across the world as well as in India. According to a recent report on NDTV Profit, Sales of Smartphones rose by 84 per cent in the quarter ending June 2014. Local and Foreign companies alike are sacrificing profit margins to build market share in India, which counts 914 million mobile users, according to Government of India data.
Technology Consultancy IDC India projects annual smartphone sales growth of around 40 per cent for the next five years in this price-sensitive nation.

This is a delightful news for Retailers selling mobile phones and accessories. Univercell, Chennai based Retailer of technology products including smart phones, feature phones and related gadgets has grown consistently over the years and is rated No. 1 in terms of their network, Strategic Locations, Innovative Marketing, Friendly service and most importantly, a wide array of products across various brands. The Retailer, recently launched its newest format, rightfully called "Univercell Sync" at the tony Nungambakkam neighbourhood in Central Chennai. The store, spread over about 800 sft is strategically located to enthuse passersby to drop over. While the brand is quite popular in the city, the new "Sync" suffix is sure to attract a lot of people to get inquisitive and enquire the details about the new initiative.

The store layout is interestingly divided as various zones for purposes such as Photography, Music, Work, Accessories and Kids. Gadgets are displayed utility-wise rather than Brand-wise, which is a great way to encourage customers to choose the right gadget according to their uses. Global giants such as Apple, Samsung and LG share the display space with home grown Micromax and Karbon. However, the phones are still displayed price wise within the display areas so buyers can choose within the price range they require.

I was pretty impressed with the Music zone, especially. If CDs killed Music Cassettes fifteen years ago, the iPod killed the CD players a decade ago. Today, most of music is stored and played digitally and handphones have most of them, since people prefer to have a single gadget for making calls, taking photos and for listening to music. The display also includes music gadgets such as speakers, bluetooth devices to stream music, ear phones, head phones and cables to connect. With the touch of a button, its quite easy to connect one's phone to many of the devices and have a live display, which would aid buying the right product quite easily.

I was also quite intrigued with the kid's zone - a special area for interaction with the young ones - kids can hang around and explore various interesting things about the gadgets and the friendly staff are also helpful to teach them a thing or two.

Overall, the store is a notch above the hundreds of retail stores across the city that also "sell" mobile phones. The Univercell Sync stores dont just sell, they rather provide a very unique experience that the next-gen is looking for. Do drop over at the store in the coming days and enjoy a world class experience and share your thoughts.

The store is located at:
New No. 103, Old No. 52,
Nungambakkam High Road,
Chennai.
Landmark: diagonally opp Basics Store.

Digital Retail is still nascent

Croma, which is a part of the TATA Group has been my preferred store for shopping all things electronic over the past few years. They customer service is friendly, well-stocked and well maintained and operated stores. The staff also double up as digital experts, mostly guiding customers on why they need to buy a gadget, rather than what they need to. The apple Assistant at one of the Croma Stores I frequent is more like a good friend and advisor now – I reach out to him regarding queries about the phone, the software, the enhancements and a whole lot. Croma’s main competitors in the organized Retail space include EZone from the Future Group and Reliance Digital, a part of Reliance Retail. Then there are the local biggies, such as Viveks, Shahs, VGp, etc in Chennai and ofcourse the most infamous Ritchie Street off Mount Road which is the hub for electronic products in the city. Croma has fared much better than the others while it faces stiff competition from Reliance which is expanding rapidly off late.

I visited the Croma Store on Mount Road a month back, to enquire about a revolutionary device – a a USB Stick which provided 3G & Wi-Fi services on the go. The device just needs a plug point – AC or DC; which means you can use it as a wi+fi device using the cigarette lighter slot in your car and can provide its service upto 5 gadgets including laptops, tablets, phones, iPods, etc. The device has been around for sometime and the staff say that it is seeing brisk sales every other day that it gets sold out within a few days of stocks coming in to the store. So, the store that I went to didn’t have the stocks and they apologised for the same, and said that I could pay the advance for the device and that they would call once the device reaches the store. Somehow, I wasn’t comfortable with that idea, since I wanted the device then and there.

I set out looking for the Tata DOCOMO Store that exclusively sells these devices and offers other solutions and services of the same nature. Even they didn’t have the stock at the time I went. However, the staff was quick to note down my details and said he would call me the next day as soon as he received the stocks. And he did promptly call me the next day. Within just four hours, the device was working!

So, why did the guy at Croma not do what the guy at the DoCoMo store did? Since, the sales targets were different to each one of them, simple. For a mass retailer, which attracts hundreds of customers to their stores, the kind of focused service is always on the back seat. For the guy at the exclusive store, his key targets are selling the USB sticks and converting buyers into users and users into big spenders. It’s a known fact that “data usage” is indeed going to be a money spinner in times to come for Telecom companies, with SMS being replaced by the likes of whatsApp and ISD calls being replaced by the likes of Viber, Line, etc.

I would have expected Croma, which is also a Tata Company to work closely with another division of the group (DoCoMo is a Telecom company operated by Tata Teleservics). It is challenging, since they are different companies with different cultures. Also, the supply chain mechanism could be different. The big learning was as consumers, we need to visit the right kind of stores to get our things done. While it is simpler to buy online, it takes much more time to get the sim-card activated which required personal identification at a retail store, and hence only elongates the process.

Flagship Stores

After the successful launch of 137 stores across the country, Fastrack, the leading youth fashion accessories brand (a division of Titan Industries, part of the $85 billion Tata Group), today announced the launch of their flagship store at CMH Road, Bangalore. The success story of the Fastrack stores has been unprecedented. Since the launch of its first store in 2009, the retail channel has grown to 137 stores across 68 cities in all metros, mini metros and several smaller towns like Manipal and Nasik receiving tremendous response from its young consumers. The brand is looking at increasing the number to 250 by the end of 2014. Fastrack’s current stores occupy between 500 sq. ft and 800 sq. ft. The flagship store is spread across 1000 sq. ft. The space unfolds through a series of installations and events. A physical grid of white pipes forms the basis for a grid, from which various display systems are suspended. This meshwork of grids hides away services and lighting, and supports various display systems. The store also does not rely on conventional materials apart from a basic vitrified tiled floor, to address issues of uniformity during rollouts across various cities in India. Walls are plastered with a precise mix of cement and form a neutral backdrop to the installations.

Even though there is order in the apparent chaos, there is an underlying sense of exploring a bazaar. This format will be adapted to a multitude of retail formats, including stand alone stores and kiosks. At cursory glance this seems a daunting task, but the entire design is modular and flexible. On the launch, Ronnie Talati, Business Head & Vice President, Fastrack said, “Fastrack is an irreverent brand with in your face, tongue-in-cheek communication; always known to generate a stir, the brand has created a legion of dedicated followers and fans. Fastrack has now managed to translate the irreverence of the brand into a physical space with the launch of this new retail identity”.

Each category has a space of its own and is designed with installations unique to that category. The watches are displayed inside bird cages, the belts are casually worn around a mannequin and the theme is carried forward to poles covered in leather and studs. The bags are suspended in rope using carabiners. Wallets are meant to be pickpocketed from the back of denim jeans and lie hanging out halfway from the pockets, eye wear is displayed on bright yellow bananas. There are old beaten up trunks, floating tables, mirrors, reconditioned refrigerators, urinals and water closets used as display devices, and various objects strewn through the space. Even the transaction desk is centered in the middle of the store becoming an intrinsic part of the experience. Even the signage does not take itself too seriously, and is a riot of blinking color changing lights, set to a DMX controller, representative of lighting from the high streets of Broadway, NY. The small open space in front of the store houses a bike rack and a folding bench.

Fastrack is among those handful of brands to set-up a Flagship Store for themselves. Almost every Retail brand worth its pound would like to set-up its Flagship Store in a prime location in the region / country although only a few actually do so. And even more fewer maintain such stores well enough to call them their Flagship. Some of the other examples of Flagship Stores of iconic brands include;

Louis Vuitton
160 New Bond Street
London, England, UK

• It features a two-story wall of trunks – to showcase the Louis Vuitton tradition of working in leather – and a glass and LED staircase.
• The 15,000 square-foot store is designed to reflect the 21st century mood of London and bring together innovation, heritage and fashion.
• Features a library which showcases the best of British contemporary Art Books and commissions.
• The store’s second floor is a luxurious private client suite, which can only be accessed by invitation.

Oakley
1-4 King Street
London, England, UK

• 4,000 pairs of the legendary Frogskin sunglasses have been used to create a chandelier in the store.
• The store features a 12-foot tall, 800-pound metallic angel with a 25-foot carbon fiber wingspan.
• The Oakley Custom Lab, where customers can design their own sunglasses and goggles.
• An onsite etching machine is available for custom engraving. 
• A 3D experience that showcases the company's innovation. 
• The store includes a complete O Lab that utilizes lasers and impact rings to educate customers on Oakley sunglasses.


Macy's
151 West. 34th St.
New York, NY
Flagship Features

• World's largest department store
• 1,000,000 square-foot, nine-floor building
• A registered New York City landmark
• Shoe department occupies two entire floors
• Bridal suite with a walkway platform
• Owned and operated by Macy's since 1902

Apple
235 Regent Street
London, England, UK


• Apple's largest store with an estimated rent of £1.5 million a year.
• Events and workshops are held daily in the two-story shop.

Nokia
5 East 57th Street
New York, NY
Flagship Features

• Second of 18 flagship locations planned for global expansion
• High-tech decor, and cutting edge product demos and kiosks
• Completely interactive, with an exhaustive range of products, accessories, 3rd party devices, and mobile technology
• Fully functional multimedia environments for testing all products
• Staff members are all graduates of Nokia Academy

Tiffany's
Fifth Avenue and 57th Street
Manhattan, NY
Flagship Features

• 124,000 square-foot legendary retail location since 1940
• U.S. National Register of Historic Places
• Made famous in the film, "Breakfast at Tiffany's"
• Polished granite exterior, doormen, Alpine marble, and breathtaking chandeliers
• Private selling salons with platinum ceilings
• Fifth floor entertaining and exhibition area
• Houses Tiffany & Co. Archives

Flagship Stores add a strategic advantage to the Brand as compared to normal stores. Potential customers visit these locations to know and explore the brand in detail, to appreciate the beauty and background of the brand and most importantly, to also buy – conversions are usually higher at these stores than the usual retail lot. In some cases, the Brand showcases certain products exclusively in the store after which they are sent to the rest of the Retail network. This practice is usually condemned by the trade, especially when Franchises are involved although the gap between the time to launch at the Flagship Store and other stores is too narrow these days, usually under a fortnight. Overall, it is extremely important for Brands to have a Flagship Store. Usually, it is quite easy to put up one, the challenge is to showcase and maintain them in the long term.

For better conversions, provide solutions!

A couple of days back, I had a meeting in the city (Chennai, where I live three days a week when I ain’t travelling!). The host was willing to meet anywhere and after a lot of careful thought, I fixed it at Ispahani Centre at Nungambakkam, assuming it would take me an hour from the Royal Enfield factory/office in Thiruvottiyur to drive down to. As planned , I reached on time and we met at a café and spoke for an hour about business prospects. The location is not actually a Mall but a kind of community centre that was built almost 15 years ago, one of its kind to come up in the city. Many Retailers and brands such as Mr. Kishore Biyani’s The Future Group, Gaitonde, Florsheim, to name a few, put up a shop or two here and vacated sooner than later for various reasons – some for lack of relevant footfalls and some for high cost of operating. Whereas Café Coffee Day, India’s largest coffee retail chain has been operating here for over 14 years now; ditto for Marrybrown, a concept similar to KFC that serves Burgers and the like with specialty fried chicken on the menu. I finished the meeting on time in an hour and was heading out when I noticed another iconic brand which has quietly been operating here for well over 10 years. It used to be perceived as one of the most expensive brands till until recently they have started making products that are affordable even to the aspiring middle class lot like me. Their “sound” is probably one of the best although there are many more premium sound systems in the world. And the brand I am referring to is non other than “Bose”.

How many of you there knew that the name of the brand is also the surname of an Indian! Yes, indeed. Bose Corporation was founded in 1964 by Dr. Amar G. Bose, professor of electrical engineering at the Massachusetts Institute of Technology. His graduate research at MIT led to the development of new, patented technologies, and at MIT's encouragement, he founded his own company based on those patents. Bose Corporation established itself by introducing the 901® Direct/Reflecting® speaker system in 1968. With this introduction, Bose achieved international acclaim by setting a new industry standard for lifelike sound reproduction. The list of major technologies emerging from Bose continues to grow. Award-winning products such as Lifestyle® home theatre systems and the Wave® Radio/CD have reshaped conventional thinking about the relationship between an audio system’s size and complexity, and the quality of sound it produces. To know more about the company and its products, click here.

Coming back to the incident, I walked in to the store to find about about the Bose Soundlink™ Air which they have been advertising quite a bit these days. This product seems to connect using wifi with any apple device such as an iPod, iPhone or an iPad. So, I got into the topic directly with the sales staff who came across to be affable and knowledgeable about what he was speaking – a rarity these days especially in the Electronics Retail business. He explained about the product, gave a demo with my own iPhone 5 and was patient to showcase other models as well. At the end of it, I was a bit disappointed as the product was not a complete package. It didn’t have built in Bluetooth™ to connect other devices and the Bass effect was minimal. I explored a couple of other models but none of them suited my requirements. And so, I thanked him for his efforts and efficient demonstrations and started to move out when I noticed the headphones display. I already use a noise-cancellation Apple earphone on my iPod which I have been using continuously over the past few months. It’s a welcome relief since the  external noise, especially that of an aircraft is almost unheard while in use. Ofcourse, it has its own disadvantage. One that it gets less white as the days pass by and the other is that since it locks itself inside the ear, at times it aches a bit.

The guy at the Bose store explained that the Brand has a special technology by which all mechanical sounds – any noise produced by an electronic / mechanical machine will be cut off once the head phones are switched on. I played “Comfortably Numb” by Pink Floyd from the demo iPod which they had and… Whoa! This was one of the best inventions that I had discovered. At Rs. 22,000 (USD 420), it wasn’t cheap either but I was too tempted to buy. After all, I have been longing for a great headphone for quite some years now. In my office job, I need to travel 3-4 days a week, usually 2 or 3 flights for over 2 hours each and road journeys of over 300-500km a day. And what better than hearing some soothing music all along.

The entire conversation with the guy at the Bose store lasted for over 30 minutes or so and he never once prodded me to “buy” their product directly – subtle inferences such as “When do you plan to buy this Sir?” “Take your time to decide because it is a worthy investment” “Apple devices are best heard on a Bose” to name a few. I was willing to wait and ask my wife to bring it along from London when she returns in sometime but the thought of owning a piece of marvel, a piece of history was too much for me to hold on to. Bingo – in the next few moments, I was having one on my hand for demo – billing done in less than 4 minutes flat. I have always been an impulsive shopper when it comes to technology albeit after a lot of thought and research & this wasn’t any different.

What hit me was the way the guy at the Bose store handled the Sale. He didn’t sell the product, not even the experience, but just like how a real staff of Apple provides you a solution – that’s what he did. I was walking back with a gleaming smile on my face, happy about my purchase. And that set me thinking.. If only retail staff were to stop selling and start providing solutions to customers… As the flute music of Pandit Haripraad Chaurasia reverberates on my ears through a Bose Quiet Comfort 3 as I write this column. Bliss.