LBS etiquette, commissions etc...

As some of you know, I am about to purchase my first road bike. I went to my LBS and the salesperson I usually work with wasn't there. He helped me buy my first bike (a folder) and was the person who originally got me interested in a road bike. I like him and he did spend time with me but i did feel a little bit intimidated by him. To be honest, he is a bit too "sales-y" which i think makes me uncomfortable but he never mistreated me.

In any event, i went in today to get my folder tuned and to inquire about a Specialized Ruby. My salesperson was not in so I was helped by another gentleman who was actually very helpful. Salesperson 2 wanted to order me a 44 specialized ruby to test out since there were not any available in the shop. A 44 is considered a special order and must be paid upfront but he talked to the owner and they are going to order it regardless of whether I buy it or not. He said he would feel more comfortable having me test out a 48 and a 44 and letting him know which of the 2 I feel more comfortable on rather than having him judge which one "looked" like a better fit. He also took measurements "just in case they would be helpful". My original salesperson had me sit on a 48 that was in the store (not a Ruby) and adjusted it so that it "fit". After the adjustment, he said a 48 would work for me based on the tweaks he made and that he could order me a 48 when I was ready. I am 5 ft with a 70 cm inseam.

Anyway, the second salesperson ordered me the 44 and 48 bike to "test". I think these guys work on commission and now I am worried that i should have just come back at another time when my original salesperson was there.

It's too late now but I'm just curious if I should have handled things differently.

Granted, I can be pretty callous about such things, but I wouldn't worry about it. You're under no obligation to continue to use the same salesperson from one bike purchase to the next (just like you're not obligated to shop at only one LBS). It sounds like you got really good service from SP#2. It also sounds like he earned his commission. Don't sweat this, especially since you merely liked SP#1.

Thanks indysteel! I did prefer Salesperson #2, but nevertheless, I know there is a fair amount of etiquette involved when bike shopping at an LBS so I want to make sure I do the right thing.

Honestly, I don't think a customer should be responsible for sorting out commission issues. I don't even know if any of the shops I frequent are commission based. If the two SP want to duke it out over the sale, let them. But I don't think you should worry about it, at least not on the facts you've shared.

Oh, and congrats on the new bike!!

Original SP wanted to order you a 48 off the bat? Sounds like SP #2 did a better job in helping you to verify what size you should be on for such a major purchase (which I'm betting is the 44, as I am almost 4" taller than you are and would be on a 48-51, depending upon the mfg. Were I significantly shorter I'd definitely not be comfortable on anything much bigger than a 44. My 48 Cannondale--which runs a little large--is almost a stretch, as is). It's not like they'll have trouble selling whichever one you don't like, anyhow.

My bet is on the 44cm too and I think salesman #2 is doing a better job for you. No need for guilt. You might have even dodged a bullet.

Quote:

---

Originally Posted by goldfinch

My bet is on the 44cm too and I think salesman #2 is doing a better job for you. No need for guilt. You might have even dodged a bullet.

---

+1. I'm 5'4 and ride a 48/50.

I agree with Indy, goldfinch & zoom-zoom. You did fine, no worries.

Here's hoping that the Ruby turns out to be The One! :)

(ETA: but if it isn't, don't guilt-trip yourself into buying it!)

I didn't know LBS's can commission based. The one we had where we used to live wasn't, the two local ones aren't, and the one in Wilmington and the three in Raleigh we go to aren't (although two of the three in the Raleigh area are Preformance).

It also sounds to me like the 2nd salesperson was the better sales person.

I'm 5'0 as well (shorter inseam) and would ride a 44cm Specialized.

Thanks All! You're right - I really feel like Salesperson 2 was more concerned about how I felt on the bike than Salesperson 1 and I like him better.

Nevertheless, out of courtesy, I emailed Salesperson 1 and told him that I placed an order with Salesperson 2. He did spend some time with me and had been following up and I felt like I should let him know. I'll let them decide who wants to call me when the bikes arrive. What matters is that I will now have 2 bikes to test out.

Thanks for easing my mind.

It would be pretty rare for commissions in bike stores. That said my sister worked part time for a homewares store and yes, sales people were judged by the sales rung up under their code (check for this on the receipt).

The manager and full time staff member would often "jump in" on my sister's sales when she was on the till just to imput her code, esepcially if it was a large sale.

I'd say getting a bike in to try no obligation is a very good thing.

Quote:

---

Originally Posted by indysteel

Honestly, I don't think a customer should be responsible for sorting out commission issues.

---

+1
Enjoy your bike!

I have very strong feelings on this subject as an employer who pays commission to the sales people in my store. Customers should never be concerned about commission. That's an internal thing. The bottom line is that customers are buying merchandise from the store, not the sales person. If the employees value their jobs, (especially in this economy), they'll all work together to ensure the best customer service which will lead to the most sales which helps ensure that their employer stays in business which ensures that the sales people can stay employed and ensures that customers have a place to return to for service and future purchases. A customer's job is to enjoy their purchases, NOT worry about who gets commission on what they buy!

I agree with the others who have said that you got better service from SP2 - he tried much harder to make sure that you got the right size. But I understand how it feels when you like someone and they've spent time with you and you want to reward that effort by buying from them. So reward SP2 because he did a better job.

And for what it's worth, I think the 44 will be the better size for you. I'm 5' 5" and I have a 48 Cannondale. I ride a 51 in Specialized.

Thank you all for your sound advice and your reassurance.

You're right, commission should not come into play. However, I work in a sales organization (I'm not a salesperson) so I am extra sensitive to things like this, although I shouldn't be.

I'll let SP1 and SP2 work it out and see who calls me when the bike arrives (hoping it's SP2 as I felt more comfortable with him).

I totally get what you are feeling. I've worked in sales so I am pretty sensitive to the subject as well. However, if you like SP2 better than 1 (and from what you've written, I think we all like SP2 better) then you need to stick with that person. Your comfort and fit on a bike should not come second to sales/commission etiquette.

I only work with the employees I like and trust. I'd be asking for SP2 to finish up what was started with the 44 Ruby.

I agree with all the advice you've been given and I'm pretty sure you'll like the 44. I'm 5'1" and that's what I ride. Every person and brand is different, but I tested other bikes (48, 47) and they were too big.

You might even call the store, ask for sp #2 to find out the delivery date- then you can ask him to call you when it comes in. And have you thought about letting the owner / manager know how much you appreciated his attention to detail, service etc?

Good luck and I hope you love your Ruby like I love mine :)

Quote:

---

Originally Posted by Artista

Customers should never be concerned about commission.

---

+1. I'm glad you found someone that is taking the time to get bikes in for you to try and you seem to have a good feeling about.

Buy from who YOU WANT to work with. Don't worry about the rest. The very fact that you are even sensitive to it makes you an A+ customer. :)

If this shop is good enough to have two people you would consider buying from...it sounds like you've made a good choice.

Just an update: Both Salespeople are calling and emailing me. SP2 told me he found a 44 Dolce which I can test out this week. SP1 wants to know what components I'd be most interested in for the Ruby. Both said they would call me when the bike comes in. I know they spoke to each other but not sure if they clarified who is taking the lead.

I told SP1 that I think SP2 placed the order already. I also asked SP2 for his schedule so I can stop be when he's in. Hopefully they will connect as it's getting confusing. Or, they can be working together which would be nice too. Either way, I plan to write a letter to the owner to let him know how great both employees are.