Beauty with brains: “Amoi real estate agents trump Malay rivals with diligence, professionalism?”

 

“WHY do Chinese sales assistants, especially those Amoi (slang for young Chinese ladies), seem to find it easier to close deals with Malay customers?”

This was the loaded query from property industry pro Mohamed Khamis (@mk_perunding_hartanah) on Threads based on his own observations at show galleries.

What was the secret to their success? What can other real estate pros/salespersons absorb from their Chinese peers?

The poster was quick to deny that his post contains racist undertone. Instead, he wanted to learn what makes these Chinese salespersons tick. “Absorb the good values” was his pertinent advice.

It was added that he noticed “Chinese sales advisers are very knowledgeable and detailed” in their preparations.

This view about Chinese salesperson being better equipped to answer customer queries was backed up by this observer who got immediate replies from Chinese staff but had to wait days from their Malay counterparts. This was put down to lack of training of their Malay counterparts.

For starter, there were commenters who felt that there is already a perception that in the spheres of commerce and finance, the Chinese were more efficient.

This stereotype is reinforced when they deal with (female) Chinese salespersons who are friendly and able to exhibit incredible professionalism which increases customer trust. This was true regardless of the item on sale – be it property or vehicle.

Swift response wins the race

Illustrating the point was another commenter who pointed to the ubiquitous mamak eateries which many associate with fast, convenient meals when compared to Malay restaurants.

However, another business-savvy observer argued that such positives were no longer “stereotypes” when they have become the norm or having formed a pattern.

Speaking from experience, a Malay customer outlined what he thought were the differences between Malay and Chinese salespersons.

Firstly, as a walk-in customer, he noticed that Malay salespersons would be busy with their handphones, chatting or feigning disinterest. Meanwhile, the Chinese staff was waiting for the right time to make his or her move.

Secondly, this prim-and-proper individual lamented the manner in which Malay salespersons would greet customers. He frowned upon the informal manner in which clients were welcomed by the Malay staff. “I am not your bro” was his pointed remark.

Compare and contrast with the Chinese salesperson who would set the tone for client-vendor interaction with a polite but professional greeting.

It was also surmised that the Chinese staff would not be overly-pushy or aggressive in trying to close the sale, thus creating a flow of conversation. Meanwhile, the Malay salesperson would be making inappropriate jokes about deals that involve large sums of money.

This less-than-impressed Malay customer went on to highlight the Malay salesperson’s usual tactic of “adjusting for best price” when the discounts are already outlined by the developer. He further noted that these Malay staff would disappear the moment the deal was signed and sealed.

Of course, there were Malay salespersons who bucked this trend but these were the less-than-positive observations he has made from multiple car shopping trips as well as from two property purchases.

Moreover. it was noted that a customer’s appearance seemed to have a bearing on whether they deserved the Malay salesperson’s attention.

The Chinese staff would do the necessary and follow up in due course even if the customer were to dress in t-shirt and slippers.

Echoing this sentiment, another commenter noted it would require a “LV or Goyard” bag swinging from your person to attract a Malay salesperson’s attention.

“Loose lips sink ships”. Discretion and confidentiality were traits that were as important as competence, especially in deals involving large sums of money.

Recalling advice from a titled individual, this commenter remarked that this Datuk would always opt for non-Malay salespersons to avoid facing this issue of people gossiping about his wealth.

Although this was a personal view of that Datuk, it emphasised that there was a perception that the Chinese were more discreet in these matters.

Though it may seem unfair to generalise or stereotype, there are enough examples from the comments to suggest that there is some truth in the observations.

As the poster puts it, copy the good so that Malays, too, can progress in this field. Learning is never a bad thing and in the ultra-competitive world of sales, any way to improve the bottom line should be seized upon. –  Focus Malaysia