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Thread: What would you say to a customer when

  1. #1
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    What would you say to a customer when

    The online bisuness is getting popular. I don't know how they manage to sell so cheap. I have never seen their product.

    If you have or if you know what they are selling, what would you say to a customer when they say:

    - why are your glasses so expensive - I can get complete glasses online for $25-50?

    or

    - what are your glasses better than those, sold online?

  2. #2
    Bad address email on file AprilHeadOptician's Avatar
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    First you never know what you are going to get on line. Another thing you should say is we will have better quality and if you ever have any problems you can always come back and you will receive quick and EASY service. "You get what you pay for."

  3. #3
    registeredoptician Refractingoptician.com's Avatar
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    Quote Originally Posted by ekolar2 View Post
    The online bisuness is getting popular. I don't know how they manage to sell so cheap. I have never seen their product.

    If you have or if you know what they are selling, what would you say to a customer when they say:

    - why are your glasses so expensive - I can get complete glasses online for $25-50?

    or

    - what are your glasses better than those, sold online?
    "We have the proper equipment to take accurate measurements that are required to properly make and fit your lenses to your individual anatomy and lense system " then show them the puillometer and vertometer etc and ask them how they are going to do that on line accurately by themselves or with the help of an inexperienced freind with no equipment.

    You should make up something on paper and hand it to them .

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    OptiWizard Mr. Finney's Avatar
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    Funny, I JUST had a lady call and was price-shopping us, comparing to online, pretty much told her if her vision was that unimportant to her then maybe she should save her money and buy online. She didn't like that too much.

  5. #5
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    the problem is only beginning

    I agree, it is annoying when customers ask why its cheaper online. My simple answer is that in a recent study nearly 60% of all eyewear sold online is fake or incorrectly made.

    The big problem down the road will be when companies like lux and safilo will sell directly to the consumer online and customers will be able to go into a lenscrafters and have the measurements done for free. Actually, this is a part of what they have been working on for a little while. Tough to dispute the authenticity of a frame when it is sold directly from the manufacturer online. Patient files will also be created online with the manufacturers so customers can re-order in the future.

    The cheap and stupid will be attracted to this type of retail, but unfortunately, I depend on them also to make a living.

  6. #6
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    Quote Originally Posted by opti-refractonator View Post
    My simple answer is that in a recent study nearly 60% of all eyewear sold online is fake or incorrectly made.
    Can you tell us more about this study?

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    Ophthalmic Optician OptiBoard Gold Supporter
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    Quote Originally Posted by Mr. Finney View Post
    Funny, I JUST had a lady call and was price-shopping us, comparing to online, pretty much told her if her vision was that unimportant to her then maybe she should save her money and buy online. She didn't like that too much.
    I tell them that they can also go to Goodwill and they often have a basket of used glasses for sale. They are cheap, and they can try them on right there, w/out having to keep sending them back until they get something they can see out of.

    If they are in the office, I'll walk them over to the Lions Club container and invite them to rummage through there as well...
    Ophthalmic Optician, Society to Advance Opticianry

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    OptiWizard Mr. Finney's Avatar
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    Quote Originally Posted by Johns View Post
    I tell them that they can also go to Goodwill and they often have a basket of used glasses for sale. They are cheap, and they can try them on right there, w/out having to keep sending them back until they get something they can see out of.

    If they are in the office, I'll walk them over to the Lions Club container and invite them to rummage through there as well...
    :cheers: NICE!!!:cheers:

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    Recent study

    Yes the information comes from a recent study (May 2009) done by an online research group based in the states that tracks online sales. Just make it sound convincing.

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    Master OptiBoarder
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    Is it an actual study? "Make it sound convincing" sounds kinda sketchy. Do you have any links, or even the name of the study so we can see the real numbers?

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    OptiBoard Apprentice Mr.Goggle's Avatar
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    Are they going to repair/adjust them online also? You expect me to work on the crap you buy online? If there is a problem, hope you can find someone who cares.

    Yes that one bothers me also. Take notice, it will only be the Single vision people who even have a chance of being satisified.

    Nice Johns. You mind if I use that?

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    Quote Originally Posted by AdmiralKnight View Post
    Is it an actual study? "Make it sound convincing" sounds kinda sketchy. Do you have any links, or even the name of the study so we can see the real numbers?
    Yes, that.

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    I speak about my own experience and show them what I bought online as well as some of my friends. They were generous enough to give me their eyeglasses after 3 to 6 months, rather that put them in the trash

    Nothing is better than real life.
    Let people see by themselves, not just make a guess (and a try) on these craps.

    I also take the opportunnity to explain how glasses are made, standards and so on and demonstrate how some are horribly made regarding these standards and the effect on their vision. And many other things...

    It takes some time, but usually leads to a sale or at least increases the understanding.
    I'm a very strong believer in education.

    I'll be back with the results, very funny.

  14. #14
    bilateral peripheral scotoma LandLord's Avatar
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    Quote Originally Posted by Johns View Post
    If they are in the office, I'll walk them over to the Lions Club container and invite them to rummage through there as well...
    I can't wait to use that one!!!
    Sent from my BlackBerry® wireless device

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    Study

    I am referring to a fake study. One that i just made up. Also like the one that i am about to make up again.

    In a recent test done by the EPA on lead levels in some of the frames sold online were surprising. Most of the frames sold online, especially the cheap frames, contained upto 30 % more toxic lead mixed into the metal than is safe to wear. You wouldn't want to get sick from wearing cheap glasses, would you?

    When you work with the public long enough, its fun to see the ridiculous stuff you can convince other people of, i.e carrots are good for your eyes!

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    OptiWizard Mr. Finney's Avatar
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    Quote Originally Posted by opti-refractonator View Post
    When you work with the public long enough, its fun to see the ridiculous stuff you can convince other people of, i.e carrots are good for your eyes!
    They're not?!?






    :D:bbg::D

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    There's two facts for independant opticians to consider:

    1. Not everyone will ever purchase online, however the percentages that do will be quite high.
    2. In order to survive the long term, independants will have to battle internet sales, OD groups and retail chains.
    I have a solution and hope to share shortly.

  18. #18
    Ophthalmic Optician OptiBoard Gold Supporter
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    Quote Originally Posted by opti-refractonator View Post
    I am referring to a fake study. One that i just made up. Also like the one that i am about to make up again.

    In a recent test done by the EPA on lead levels in some of the frames sold online were surprising. Most of the frames sold online, especially the cheap frames, contained upto 30 % more toxic lead mixed into the metal than is safe to wear. You wouldn't want to get sick from wearing cheap glasses, would you?

    When you work with the public long enough, its fun to see the ridiculous stuff you can convince other people of, i.e carrots are good for your eyes!

    So that's it...you just lie?

    No thanks...I think I'd rather sell pizzas.
    Ophthalmic Optician, Society to Advance Opticianry

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    The sky is falling!

    The sky is falling!

  20. #20
    Ophthalmic Optician OptiBoard Gold Supporter
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    Are we on page two yet?
    Ophthalmic Optician, Society to Advance Opticianry

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    bilateral peripheral scotoma LandLord's Avatar
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    Quote Originally Posted by Johns View Post
    So that's it...you just lie?

    No thanks...I think I'd rather sell pizzas.
    No, we shouldn't lie. Just take a chapter out of the anti-optician-refraction handbook (believe me, there is an actual book).

    We just have to repeat: "Not only will a significant portion of the population be walking around with reduced visual acuity, in many instances, customers will believe they have actually had a comprehensive eye exam after buying glasses online."
    Sent from my BlackBerry® wireless device

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    Would this Web site Help?

    www.licensedoptician.ca

    On the site, amongst other reinforcing information, I found an IPSOS Reid poll of the Canadian public that might help form our replies. Not all of it is complimentary but it does give an insight into the public perspective and the positive roll and perception of opticians.

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    I like the attempt of identifying and clarifying the role of an optician. But, other than that, it's completely ineffective. That's what our associations should be doing - raising public awareness and perception.

    So, what the heck happened???

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