Sales Associates At Cabela's And Bass Pro Shops

[papajoe222]

Don't get me wrong, I like both of these stores. I just would appreciate it more if their associates were a little more knowledgeable about the items they carry. It's gotten to the point that I'd rather order online and just pick up at the store. I really feel for anyone that stops in either store on the weekends and has a question because not only are these people uninformed, they don't make any attempt to get informed.

The young man I wasted my time with today has been working the gun section for 'almost three years' couldn't tell me if they carried any .223 Rem. match grade ammo.

Is it just me, or does anyone else feel their customer service at the point of purchase needs some major improvement?

[tcbass]

Don't get me wrong, I like both of these stores. I just would appreciate it more if their associates were a little more knowledgeable about the items they carry. It's gotten to the point that I'd rather order online and just pick up at the store. I really feel for anyone that stops in either store on the weekends and has a question because not only are these people uninformed, they don't make any attempt to get informed.

The young man I wasted my time with today has been working the gun section for 'almost three years' couldn't tell me if they carried any .223 Rem. match grade ammo.

Is it just me, or does anyone else feel their customer service at the point of purchase needs some major improvement?

You get what you pay for.

The service will reflect the pay. If those places paid more they may get employees who care more and are more knowledgable. When you pay someone low wages you get low wage work.

Of course you can get lucky and get someone who is knowledgable and cares in that line of work and pay. It's just rarer.

[buzzed bait]

^what he said....  you have to luck up and get somebody who knows something... typically someone working there for the employee discount

[Huntrava]

Labor is a commodity.  Like any commodity, quality is an aspect that determines it's value.  When they pay their associates barely above minimum wage, I think we're safe to assess that these stores aren't concerned about staffing with subject matter experts.  Companies paying minimum wage are just trying to find employees that won't embarrass themselves and/or the company.

 

Of course, sometimes you'll find someone who really knows his $**t.  Those people are under-valued, and could leverage that know-how somewhere else (and be making a lot more money).

[OK Bass Hunter]

I play customer service rep almost every time I go into my local Bass Pro. The only knowledgable guys are behind the reel counter. The other reps walking the floor are non-fisherman.

[tomustang]

So true. I cringe sometimes while I hear a customer ask a question about something and an associate tells a load of crap just for a sale.

But there's always that sucker customer that believes it all anyway.

[Bankbeater]

I play customer service rep almost every time I go into my local Bass Pro. The only knowledgable guys are behind the reel counter. The other reps walking the floor are non-fisherman.

I see the same thing at the BPS near me.  Most of the guys behind the counter are fishermen with experience, but the reps on the floor couldn't tell you the difference between a baitcaster and a spinning reel.

[Jolly Green]

There's one guy at my local Gander Mountain who probably doesn't know his own wife's birthday but has the lunar charts memorized out to 2018; everyone else is the reason I do all my research here.

[*Hootie]

As a former BPS employee, and being on the other side of the fence, I can tell you it ain't always a pleasant experience over here either. Try helping a customer who thinks he knows everything, when it's obvious that he is dumb as a sack of hair. I have dealt with customers who were rude and impolite. Not to mention the first ones of the day with morning breath...WHEW!!!. I had a customer come to the counter one time pointing at a particular baitcasting reel he wanted for the rod he had just picked out. I pointed out that the rod he had was a spinning rod, just assuming that he had inadvertently picked it up. This fellow came unglued and informed me "loudly" that he knew what he was doing. "WELL EXCUSE ME"!!..I was thinking. Granted, there were, and will be times when someone will ask you something that you really don't know. No one can be expected to know everything about everything. At our Cincinnati store we tried to have all the bases covered. Ask me something about striper fishing and I am clueless, but let me take you to see Erik. He is an avid striper fisherman. Then there are days when you can't have everything covered and someone gets angry or just disappointed. I guess that's just life. You win some, you lose some and some get rained out. Would be great if everyone could have a pleasant experience at all the stores, all the time, but it's probably not going to happen. Anyway, that is my view from "the other side".

Hootie

[WIGuide]

Haven't had any real bad experiences at either place. I can see where it could happen though. After all, they are just people and it's impossible for them to know everything about everything.

[ColdSVT]

What hootie said!

I was on that side of the fence too...there is now way possible to please everyone even i tried. Also it impossible to know every product in your area when they change on a weekly sometimes daily basis. That kid may have been off for a few days and they got some product in or sold out of it. If the ammo is like my local store it is not all behind the counter.

I know i tried to know as much as could about what was on the floor.

I know i dealt with people all across the spectrum from total moron to complete genius.

My most memorable moment was selling a guy a box a .308 ammo only to have him bring it back as defective a few days later " because it would not eject properly"

I asked him to bring my the rifle and he did a few hours later...the rifle was a rem 700 30-06!

He told me "30 caliber is 30 caliber this should work"

[Catch and Grease]

Hmmm, the only BPS I've been too is the one in Tallahassee and the people there seemed decently knowledgeable and helped me out

[SPEEDBEAD.]

FYI, I'm a retail associate in both the fishing and firearms section of an outdoor retailer. I know a little bit about a little bit.

 

I know what you mean though. This time of year is the ramp up for holiday sales. There are a ton of "warm bodies" that get hired on. Maybe you get lucky and get someone who knows what they're talking about, maybe not. Usually you can tell from the first couple minutes of interaction.

[GoDeep]

I don't rely on anyone to help me make my purchases, or rely on them for what they carry. I always do my own research before making any purchases. Bps is a retail store, and while it's a specialized store, anyone expecting their employees to be knowledgeable for what they get paid is crazy lol. This is the age of the "informed consumer".

[Catch and Grease]

I don't rely on anyone to help me make my purchases, or rely on them for what they carry. I always do my own research before making any purchases. Bps is a retail store, and while it's a specialized store, anyone expecting their employees to be knowledgeable for what they get paid is crazy lol. This is the age of the "informed consumer".

 

I expect a store employee to help me with my problems. not everyone is knowledgeable when it comes to what they are buying, what about the people that are just starting to fish or the people that fish once a month? what about the dirt old men that don't get on computers to do "research"? If I ask where X item is they at least need to point me in the right direction.

[bassh8er]

I worked at BPS part time for about 6 months in college for some extra income. I actually had to take a test, fishing department, and had to come back for a 2nd interview for a total of 3 different interviews.

It was for $8/hour and I ended up quitting when I graduated and got offered a "real" job. I don't know how the full time guys do it there unless they're retired or have another job.

I got a 4% raise right before I quit, but the extra $.32/hour just wasn't enough to keep me there.

[GoDeep]

I expect a store employee to help me with my problems. not everyone is knowledgeable when it comes to what they are buying, what about the people that are just starting to fish or the people that fish once a month? what about the dirt old men that don't get on computers to do "research"? If I ask where X item is they at least need to point me in the right direction.

Those expectations are sadly not realistic nowadays. I will say at my BPS most of the guys ARE pretty knowledgeable, but our BPS is in a town that is close to Douglas Lake which is a Bass Elite and PAA tourney lake, so we have quite a few fisherman out this way and some work at BPS. I agree that you SHOULD be able to rely on employees for help, you just shouldn't count on it. 

[CarolinaBoy4Life]

I would expect them to have basic knowledge but not be an expert when it comes to the gear being sold. To be honest at what they are being paid I couldnt expect them to be much more knowledgable than I when it comes to products or gear I am looking to purchase. I've already done my homework and read up on the stuff I'm looking to get. So normally I wouldnt have too many questions or issues I would need for them to assist me with.

[TBO]

this goes for any store! sometimes they make you feel like your a pain in the ass and give you a lazy two word answer.

 but when i need a question answered i look for older guys, look for the guy who looks like he is at retiring age. ive noticed alot of older people work their just stay busy and generally they have good advice because its something they are into themselves. 

[Fishes in trees]

In fishing matters pertaining to technique or strategy, I don't count on BPS or Cabelas employees to be much help.  In matters of inventory, I kind of expect them to know what they've got and where it is.  I mean, they walk past all that stuff all the time, over time, how could they not get a knowledge of what is where, unless they really don't care.

 

For instance, when I go into BPS and say, " I'm experimenting, trying to create a strike indicator for my Bubba drop shot rig.  Where are your tiny foam floats?"    I don't expect them to know what a strike indicator or a bubba drop shot rig is.  I do expect them to know where their tiny foam floats are.  In the clothes departments, I do expect them to know what is and what ain't correct fit.  I do expect them to know what waist size in inches corresponds to large, extra large, etc.   I do know that number is different for different manufacturers.  Taking measurements isn't hard.  I do expect them to have a tape measure handy and know how to use it..

 

Maybe I'm just an unreasonable geezer, I don't know.  I know years ago when I worked in a hardware store, I knew the difference between common and uncommon o-ring sizes.  I knew the difference between coarse and fine thread on bolts & nuts.   I knew where the dozens of different chemicals were located on the paint and maintenance and lawn & garden aisles.  I knew the difference between pesticide and herbicide.  Just saying, I knew the environment I worked in.   I don't think that is asking too much, even from a slightly above minimum wage worker.

 

I guess I am a geezer, I just re-read my post and it kind of turned into a rant.  Sorry,  but not sorry enough to change anything or delete it.

[Choporoz]

I am a demanding customer, but also spent a number of years working in retail.   I agree with posts above explaining dissatisfaction on both sides of the counter.  But, I no longer expect anything approaching expertise from anyone in an entry level job who is paid close to minimum wage.  Most of us here, as can be seen from numerous posts, value best price as much as service.  Big box stores in any retail segment aren't going to have much expertise in store.  Can't compete anymore if they tried to pay wages for that value.  Lower your expectations.  Sorry. 

Also, it isn't helping any of those brick and mortar retail guys any when I go into BPS and handle rods and reels and ask questions.....but make my purchase from TW when I get home. 

 

  The one thing that does routinely tick me off in B&M's is associates who bullchit me.  Often it isn't a deliberate attempt just to get me to buy something....it is usually just some poor minimum wage Joe who somehow has decided that it is better to answer and/or suggest something totally wrong or inappropriate than to say "I'm not sure ---- let me find out (or ask a manager)."  Seems lately that a whole lot of (usually) young retail workers just make crap up instead of finding out the answer.  That's what really upsets me in a store.  Not ignorance.

[buzzed bait]

i think it would be best if they would just admit they don't have the answer or know the answer, but try to find someone that does.  all too often i've heard people at these big box stores just give some flat out bad answers/advice when it seemed pretty obvious they did not know what they were talking about. 

i also agree 100% that the best ones to find are behind the reel counter. 

last thing i will say is the customer service online and in stores is fantastic, you really cannot beat it.

[kickerfish1]

Every place like this seems to have a couple "go to guys" and the rest are filler. I really only go there to get a feel for rods and reels if it is something I may consider buying at somepoint.

All I really expect the staff to do is be able to tell me where things are located. I am not going in there expecting much advice.

I may BS with a few guys there that know there stuff and swap stories and local reports. Also not all the guys there are bass guys which for a place like Cabelas is good for the diversity.

My only gripe is with prices and shipping usually rather than staff. Rarely are the sale items anything I need.

[bstephenson1225]

If and when I go to Bass Pro I usually try to find the oldest guy I can in the fishing dept. I have found they are more knowledgeable than some of the others and seem to care. I recently went to Dicks to purchase a bait caster and made the mistake of letting the sales associate talk me out of it. All I asked for was recommendation cause I had bad experience from one of the younger guys at BPS setting me up with a POS. Thank god Glenn sent me in the right direction and now I LOVE bait casters. All the big box stores need to staff their stores with people more knowledgeable in the field.  

[Delaware Valley Tackle]

As far as the pay=service idea goes everyone should be doing the job they want, not the job they've got. Employees with the "Minimum wage gets minimum effort" mentality are doomed to be minimum wage forever or, if they work for me "looking for something that makes them happy". If a customer service person doesn't know the answer to a question they should know how to get the answer, like Hootie did.