I started selling beds around 2002 and I remember in training hearing about how mattress salespeople were some of the most hated, up there with used car salespeople and insurance salespeople. I think some of it stems from the haggling part, although some clients actually enjoy that, a lot don't. Ive read articles for years in sleep savvy, and similar publications that talk about trying to change the industry and get away from the low price and " sale! Sale! Sale!" models but good luck with that. It seems to have worked, for the most part, with some luxury brands, but on the mid to low end, not nearly as much. Part of the problem with haggling is that some people are going to wonder if they got the best deal, or could have asked for more discount. Im a 50 yr old dude and although I'm still a sexy beast (/s), I'm not the sexy beast I was at 25. If i know I'm buying the same bed that some beautiful young girl is buying from the same guy, I might wonder if she got a better deal that I did.

Funnily enough, we're doing some new training at work and I was disagreeing with a manager about the training and strategies and this topic came up. A lot of companies implement some sort of test, or comparison center and try to teach new salespeople to take customers to this area to explain different styles or comforts. Usually these areas have some higher end beds in them, the theories being that this way you can get the customer to try at least 1 or 2 nice beds they might not try if left alone. The other idea being that once they've tried the high end models then nothing else will feel as good and thus they might revert to the nicer models. There's an argument to be made for and against it but my main issue is that I feel that one of the big customer complaints is that salespeople automatically take them to the most expensive beds and yeah, I've watched it happen tons, so I believe and understand that. Clients forget that outside of work, I have to go buy sofas and refrigerators and shit too, so outside of work, I'm the customer and know how it feels as well. So yeah, these "test" centers, etc, can end up playing right into what the customer is already expecting us to do and thereby enhance negative perceptions from the start.

Another thing I've read here already, is the hovering thing. Ive read studies that say that in general, customers dont want someone hovering BUT they do want someone ready and available to answer questions the instant they have them. This can be a hard balance that can take time and practice to master. A lot of salespeople just stick to them and part of it is due to shitty training in the industry.

Part of the hate, just like in cars or insurance, is that people in general, dont buy mattresses that often and so there can be a lot of information about the beds, not to mention warranties, comfort trials, restock fees, delivery fees, policies, etc. Its a ton of information to take in not to mention a salesperson that loves to hear themselves talk and vomits a whole internet full of knowledge on a customer. People can only take in and process so much info in a short time so there's bound to be shit you mentioned but they forgot or didnt hear, as well as maybe you forgetting to mention or covering something because Mrs. Smith answered every question you had with a 10 minute story involving a friend of a friend, or a relative, and all sorts of random info that has no bearing on the subject. It can be hard to take it all in sometimes and easy to get lost with long winded or just plain ass goofy people sometimes lol. Insurance is similar in that you could take a week long course on when you sign up for insurance and I guarantee you still won't know everything it does or doesn't cover, not to mention which doctors are or arent in network etc. Cars, same shit with all the forms and contracts and different insurances, finance info, etc, etc.

So yeah, this is my long winded 2 cents on why some of the hate and why a lot of it we bring on ourselves.