What Do You Want In A Gunshop?

I would have had a really cool toy with no sbr papers on it, if I would have kept my mouth shut, then got arrested and sued the gunshop...

Get this

They ( not saying the name of the store ) tried to sell me a gsg 5 pistol....with a retracting stock :eek:...they had put the little stock on there that slides in and out. I thought they must have made restrictions or alterations to the gun so you couldn't do this..I guess not :)

I want a gunshop with honest knowledgeable people working in there.
 
Beer in the back fridge, cigarettes under the cashier counter, and firearms and ammo in the aisles:D:D:D

Yeah, you see what I did there...
 
They ( not saying the name of the store ) tried to sell me a gsg 5 pistol....with a retracting stock ...they had put the little stock on there that slides in and out. I thought they must have made restrictions or alterations to the gun so you couldn't do this..I guess not
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How long was the barrel? There were quite a few of the GSG's with Feather-type retracting stocks that were 16".

Everywhere I go, especially to big box stores, the reloading section is shrinking. Gander Mountain is a prime example. Cabelas is the exception right now. I would sure like to see an ample supply to choose from.
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For the last couple of years, distributors have been passing on extra freight and "handling" charges to their customers. With powders and primers, the're now tacking on hazmat fees. Retailers' costs on this stuff have jumped about 30%.

The trick is to compete with the internet, or at least come reasonably close. In this respect, that's almost impossible.

(I'm not sure if individuals buying direct are also incurring the hazmat fees.)

I want an honest salesman (if there is really one) that isn't condescending, knows how to take care of more than one person at a time, and knows how to say, "I don't know that answer, but I will find someone who does".
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If you're running a gun shop, there's two types of people you don't want: gun people and sales people.

The first will cost you sales. It's nice to have employees who know guns, but the IDPA Grand Master Can't Tell You What I Did for Spec Ops Even Though I'm Only 22 Years Old guy will be rude, will have a problem with women and/or minorities, and will make stuff up to cover his lack of knowledge.

The second type will sell stuff, in the short term, but is death for long-term relationships. If a shop is even close to internet pricing, they're making a 10-12% margin on guns. That's $40 for a Glock. And that $40 isn't profit; it's being eaten away by payroll, rent, utilities, worker's comp, and other overhead. You have to generate repeat business and referrals. You have to form relationships. You won't get that by hard-selling the wrong gun to someone who gets buyer's remorse the first time they shoot it.

The best employee is someone with retail and customer service skills. The gun stuff can be learned. Personality cannot.
 
1. I would like to see friendly staff, most gun shops in my area only hire the mouth breathing neanderthals that would rather cave your head in than talk to you.

2. Range on site would be very helpful and in addition to that, give every gun sale some free range rounds and some free time on the range so that you can get a better feel for the gun before you leave the store.

3. Fair return policy. My lgs (the good one) offers a return policy by giving back the purchase price less 20%.

4. Fair trade in value. Don't rip people off, make a profit of course but offer more than a $100 for a $400 gun, meet in the middle somewhere.
 
Patient, friendly, non-douchebaggy staff.

Don't look at me like I'm wasting your time when I'm asking questions about the gun I'm holding. Don't think I'm not serious about purchasing because I ask to hold a few different handguns. Don't get ****** off and brush me off when I tell you that I'm not buying today.

I'm not a gun expert but I like to learn. When I ask questions, please see that as an opportunity to educate a customer rather than an excuse to write me off.

Fish
 
The FIRST thing I want is someone who knows how to run a business and has a plan - it doesn't matter the type of business, too many go into business with NO idea what it entails - ergo, they're soon gone

SECOND - polite customer-oriented service - even if it is a simple "Good Morning, can I help you?"

THIRD - guns without accessories is lost sales and profits and of no use for me if I have to make multiple trips to find ammo, holsters, scope, case, whatever

FOURTH - a reasonable profit (and unlike most, I'm NOT talking about selling it cheap) - see #1 above - if you're not making money, you won't be here long and you'll cut corners somewhere else. If you can't beat Bud's, then you can't - be honest about it and don't let folks try to beat you down on making a dollar.

FIFTH - Used guns are also a big segment and not just the typical crappy milsurp some here fawn over - have a reasonable selection

SIXTH - Service after the sale - whether that is helping ship something back to the maker for warranty or whatever - again, NOT for free, but have it available

EXTRA - rentals, CCW classes, leagues, lessons, hunter ed, FFL transfers, special orders - all are nice and can be added as you get established
 
I like to see a store with a range and a large selection of rental guns to use. A good selection of used firearms is great too. The idea of somebody running JUST the register at all times sounds nice since people buying small accessories or cleaning supplies really don't want to wait forever while somebody else is checking out a gun or doing a background check.

However, the #1 thing I personally would like to see in any of the gun stores near me would be better selection and prices for ammo. Even Wal-Mart is up to $17 or $18 per box of either 38 special or 45acp target loads and doesn't carry the bulk boxes of either anymore. Most of the gun stores are at least 15-20% above that. I'm kind of tired of only being able to afford ammo from the Miwall booth at the gun shows. Reloading components would be nice also since many people (and hopefully myself in the future) load their own.

And of course for any business to thrive, it needs knowledgeable and friendly, customer oriented staff who really care about what they sell and the person they're selling it to.
 
I feel it pertinent to address another point that people are bringing up, knowledgeable staff. You do want your staff to be knowledgeable, but you don't want to hire gun nuts that know everything but can't sell water in the middle of a drought. So, how do you get real sales professionals on your team knowledgeable?

Training.
Training.
Training!

You, the business owner, are responsible for training your staff. There are many ways to do that. I've trained salesmen and have found that hands on training combined with access to training literature and competition works best. Require your salesmen each week to test on a particular field of knowledge (1911s for example). Each day, one hour before you open, have sales meetings to go over makes, models, features, terminology, etc. Have a competition with a substantial reward, like $100. On every 1911 sale, ask customers to fill out a brief questionnaire about their sales person. On Friday, read them all and determine the winner. Give him or her the $100 in the Friday meeting in front of everyone. Make them hungry for it. Announce next week's training topic, and get to work.

Bottom line: Don't try to make knowledgeable people salesmen. Make salesmen knowledgeable.
 
My biggest want is for them to stay in business. I'd also like to be able to get a box of .455 Webley, or 7.5 French, whatever, when I need it. He doesn't need to stock a lot of it, but just a box now and then would be great.
 
would be better selection and prices for ammo. Even Wal-Mart is up to $17 or $18 per box of either 38 special or 45acp target
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And just how would you expect a small Mom & Pop to do better than wally world when it comes to getting volume discounts. Prices are up because the dollar is down against world markets
 
1. Friendly and knowledgeable staff that knows the products in the case and can put aside their own brand prejudices. I used to go to shop where no matter what anyone asked to see there was always a comment about how it compared to a Glock and how the Glock was better e.g. "I'd like to see that S&W revolver please."..."Ya know a Glock is just as reliable as a revolver and has higher capacity." I don't go there anymore.

Staff that really helps out newbies. Deciding to make a first firearm purchase is a big step for many people and the number of calibers, sizes, materials, makers, actions, etc. is very confusing. I was in a decent local store yesterday. There were two other customers. One an old timer who seemed to have one of every gun in the case and was a long time customer of the store. The other was a young husband and wife with a young child. The husband wanted to get his first handgun for home defense. He had no idea what he wanted. He was going around and around looking and jumping from caliber to caliber and pistol to revolver. He seemed to be honing in on the cheapest gun there, a used Taurus snub nosed 6 shot 357 because of the price. The guys who were supposed to be behind the counter just kind of disappeared for lunch. Instead of talking to this young man and educating him and helping him they basically ignored them. I talked with him as I was window shopping. He said his budget was $500 and he was looking to buy when he got paid on Friday. They could have had a guaranteed sale later this week. The guys missed the opportunity not only to gain a new customer but also to sell him the necessary accessories like a handgun safe to keep the kid away from it, cleaning supplies, holster or gun rug, eye and ear protection, range bag, etc. This store has a firing range and rental guns. They could have encouraged him to try some different guns out before making a decision.

Have a gunsmith who can do quick jobs while the customer waits. If someone wants night sights installed they shouldn't have to drop off the gun and wait a week. With the proper sight press it's a 5 minute job. Do it while they are there. This has the advantage of giving the customer a while to have to wait in the store and look at stuff which they might decide to buy.

Have some common accessories for the guns you sell. If you sell Glock have some night sights available. Offer to install them while the customer waits. It's the type of value added service that you can do in a physical shop.

Price the guns with a good no haggle price. One store I go to prices everything at MSRP. The price they will quote you when you ask depends on the time of day and the person you speak with. I have looked at the same gun in the same week and been given two prices $50 apart by different sales guys. Don't make it a chore. I can check Buds and Gunbroker. I know what I can go buy it for with shipping and transfer fees. If you cannot be within $50 of that amount don't stock that item. I'll pay a premium for having you there and to support a local business but I'm not going to pay you $600 for a gun I can get in my hands for $450 all day long. I'm civic minded but not stupid.
 
cheap transfers, lots of used guns,
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This deserves to be said at least 3 more times:

cheap transfers, lots of used guns, cheap transfers, lots of used guns, cheap transfers, lots of used guns.:D
 
A slightly different view and ideas perhaps. Make a business plan, for sure.

I guess my pet-peeve is the guy behind the counter thinks/acts like you're wasting his time by asking questions or you're undecided about making a decision. This is especially important for new customers and/or new shooters, if we want to keep our gun rights and future support alive, by adding regular folks to out ranks. Disinterest, know-it-all attitude, unfriendly attitude from a salesperson, and I walk out the door.

My wife has been in retail sales and is now a sales manager for years and according to her, you have to build a rapport with your customers so that they trust you have their best interests at heart, listen to their needs, and know your products. Now granted, a gun shop has hundreds if not thousands of different products, (reloading components, guns, ammo, safety products) but product knowledge is a very important component of a successful business.

Next would be a shooting range, preferably both inside and outside ranges. An inside range would have to be clean, well lit, and well ventilated. Have enough stations so there's no wait shooting. Lower the cost or eliminate range fees with ammo purchases. Look at it this way, you're still paying a range safety officer whether there is one or 12 people shooting, or no one is shooting. Take a page from cell phone companies. They give away phones for free for your time usage. As long as they're paying for and burning up ammo, let 'em shoot for a one time small fee. Around my neck of the woods, there are some shops with range fees of 20.00 an hour.

Form leagues or clubs with different competitions, get creative. Think up unusual competitions to keep your clientele interested. Think Top Shot, but without all the BS. Create teams and have them shoot the same weapon at various targets. I'd bet someone will take fancy to the different rig they just shot and did well with and maybe a sale in the making.

Don't rely on walk in business if you want to be successful. Think bowling alleys without leagues.

Going back to my wife's experience, her regular costumers (she has separate beginner, intermediate, and advanced groups) that belong to the embroidery clubs she forms and teaches, buy more stuff than walk in costumers. She constantly creates classes to expand their knowledge and just so happens they purchase products to take advantage of their new found knowledge.

Good luck,

Ed
 
Service, service, service. Too many guys in gun stores seem to think standing behind the counter is their main function in life. Try talking to the customers and asking what they want. If they are just looking ask them some questions to find out what they might be interested in. Build a rapport with them. Show them the cool new whatever that just came in and point out why it's unique or different. Sure they might just be kicking tires that day but give them something to think about. Give them a reason to come back and buy.

I think a big mistake many stores make is they act as though the internet doesn't exist. They act like we cannot go online and find out what prices things are selling for and that we don't use it as a research tool for reviews. Instead embrace it. Put your price and Bud's price on the tag so I know that you know what the item sells for. You don't have to beat that price or even match it but show me you are within striking distance. Or sell all your guns for a fixed amount over wholesale. Put the wholesale price on the sticker. It shows that you are giving me the best price possible. I want you to make money and stay in business but if you burn me with an inflated price once I find out I will never buy from you again.

Print out reviews from Gunblast and other review sites for the guns you have in the case. Put them in plastic binder sleeves and put the gun on top of them in the case. Put a computer on the counter with internet access and when someone is interested in a firearm show them how your price compares to online.

Make the store nice. Get a woman to design it and lay it out. Keep it clean. It shouldn't feel like I'm walking into an overcrowded garage.

Offer classes for a reasonable fee. If there is a lot of ammo required for a shooting class offer a discount on it for those who sign up for the course. Offer reloading classes. If you want to sell reloading components increasing the number of people in your area that reload is a great way to do it.

Stand behind what you sell. Make sure the customer knows that if there are any problems you will make it right. If a firearm has to be shipped back they should come to you and you will handle it for them. Have something on the wall that gives a price for shipping of firearms they didn't purchase from you.

There are a lot of ways for a small gun shop to compete and to build a loyal customer base. Unfortunately it doesn't seem that many gun shop owners want to put forth the effort to do it.
 
Try talking to the customers and asking what they want. If they are just looking ask them some questions to find out what they might be interested in.
--Wuchak
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To an extent, but don't have salespeople who seem pushy or over eager. I was in a shop recently where the same salesman came up to my brothers and I three times in less than twenty minutes asking if we wanted to see anything. We already said we'd let him know if we saw something that interested us the first time he asked and it started to both irk us and make the worker look a little mentally slow, neither of which is good for repeat business. Some people aren't looking for something in particular or have already seen that you don't have it in stock currently and just want to browse at what else is there. You need to try and make sales, but don't push too hard.
 
I agree mj246. The question he was asking after the first time was wrong. Instead of asking,"if you want to see" he should have been asking, "have you seen [insert the coolest, newest inventory item here]. Part of the salesman's job is to turn you on to something that you might have overlooked or not heard about yet. Or, since he should be into guns himself to just share with you what new thing has him excited. Chances are you'll be excited by it too and even if you don't want to buy it you'll have a good experience in the store.
 
Great ideas everyone... However.... There's a few problems with the premise here...

Everyone pretty much wants one or more of the following:
- Very knowledgeable staff
- Extensive selection
- Indoor rage, rental guns a huge plus
- In-house gunsmith
- Holster selection, test models a plus
- Used gun selection
- Reloading supplies, classes a plus
- Training classes, discounts on ammo a plus
- Huge ammo selection
- Great offers on trade-ins
- Prices equal to Bud's
- Cheap transfer fees

There's only one problem with all that...

Everyone wants all this great stuff!!! But then they want to pay cost + 10% and walk out the door.

Bud's is an online store that deals in HUGE quantities... Small businesses, brick & mortar/mom & pop types cannot do all of that with a profit margin small enough to make everyone happy with the lowest prices around.

There's a lot of un-realistic expectations out there for a budding mom & pop gun shop.... If it were located in a magical place where TFL'ers and folks who think like us all shopped, sure, it'd be a sure bet.

But all of us don't live within driving distance of the same store....

Just something to keep in mind...
 
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