CDR-King Needs a Better Sales Process

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The other day, Mai and I went to CDR-King to buy new headsets to replace 2 defective headsets in our internet cafe. The first ones we bought were very cheap, at Php 60.00 (about $1.00) each. They were actually pretty sturdy. The 2 that we had to replace were not completely inoperable, but, we had to replace them because the part that fits right on the ear falls off. My dad will be repairing them so we can use it at home instead.

The replacement headsets we bought cost a bit more, but we know we need sturdier headset because most of our customers here in Manila are too hyperactive when playing. Some of them even forget that they're still wearing their headset, so they end up pulling the whole thing while logging out. *LOL*

I love CDR-King because you can buy very cheap items from them for your computer. Most internet cafe owners I know buy from CDR-king. You can buy a lot of items from them that you'd also find at stores like Circuit City or any gadget/computer store. They offer really low prices because they don't have costly POS machines and fancy packaging. They don't even have an organized sales process. So, most of the time, you'd end up in line for more than 30 minutes.

I understand what they're trying to do, but I hope they'll be more organized. Take for instance their branch in SM Cebu. It took us about an hour to buy 3 packs of photo papers! They only had 1 queue/line and there were no priority numbers being given because some customers tend to leave the store and come back when they know their priority number is close to being called. Some of the customers are still figuring out what to buy so they had to look at different items first before deciding on what they wanted. Most of the salespeople didn't even try to speed things up. They were lazily walking about, writing receipts at their own time, not minding the lonnngggggg queue of people at their store.Different CDR-king branches have their own sales process. Most of them are unorganized. The only branch I've visited that has the best and organized sales process is in SM Annex in North Edsa. They had 2 separate queues – one line is for customers who will buy 1-2 items only; the other, for customers ordering 3 or more/bulk items. They also have 2 technically knowledgeable people near the front of the store where people can inquire first so they can decide on what to buy before they line up. There were a lot of people when we were there and I really felt the difference of how they handle their customers compared to other CDR-king branches. Still, their salespeople, mostly the women, tend to slack off and really take time processing the orders.

I guess CDR-king doesn't really pay that much attention to their sales process. It's really up to the managers of each branch if they want to come up with a better one for their customers convenience. If you ask me, they all need to be trained in customer service. I hope someone can train them for free just so they won't have to adjust their prices to accommodate the training. *sigh* Hehehe.

How about you? Do you have a CDR-king bad customer experience you'd like to share with me?