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Replying to:  Urgent Sprint issue from a store rep... by Android Ace   May 6, 2011, 7:28 PM

Re: Urgent Sprint issue from a store rep...

by daxdcagain    May 7, 2011, 10:11 AM

The account services representative was correct. The idea of you getting paid a commission on a new activation is because you are generating a new subscription. You didn't do this, you convinced the customer to cancel a line and add a new one for a net of "0" new subscribers. Sure, your method would have saved the customer 20 bucks, but it the end, the hassle of having to get a new PTN and contract would not be worth it. You did foster a "phantom churn" situation, further, Sprint would actually LOSE money by paying you a commission on "new" business that you did not generate.

Further, account services reps are required to report instances of phantom churn, he wasnt being overzealous. And pretty obviously, they are most likely graded on subscriptions that they could save, not cancel. So his choice was to allow phantom churn and get dinged for allowing a cancellation and work with you to get commission you didnt deserve, or protect his company and improve his "save rate"

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