Telesales.....
Please do not send your customers into retail locations to "look" at phones. I realize you are paid commision but so are we!!!!!! Basically you need to spend the time talking with the customer to figure out what they need IT'S PART OF THE SALES PROCESS!!!(it's called qualifying)
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I agree. If they're already in the store looking they might as well buy. I'd sure try my hardest to keep them from leaving without a phone.
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Trust me i did but the telesales rep had the lady convinced that if she upgraded through me she would lose her ph #
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Well that's crazy! The lady wouldn't believe you when you told her that wasn't so?
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hahahaha!!!! 🤣 🤣 🤣
Suck it up... People want to look at the phone in the stores, and then call a rep back because they also know we work off of commissions too. Most times we spend tons of time with a customer trying to get them to switch. We handle thousands of calls a day, about people who want to have us qualify then BEFORE they go into a store, or have us tell them about the plans and have them pick them up at the store. The stores have much more advantages then any point of sale out there (ie: cash, credit, checks, the customer can have the phone right away and you can process large business accounts). So I don't feel bad for you or any store rep for that matter. So suck it up, find out if they are buying, and if not...
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Suck it up... People want to look at the phone in the stores, and then call a rep back because they also know we work off of commissions too. Most times we spend tons of time with a customer trying to get them to switch. We handle thousands of calls a day, about people who want to have us qualify then BEFORE they go into a store, or have us tell them about the plans and have them pick them up at the store. The stores have much more advantages then any point of sale out there (ie: cash, credit, checks, the customer can have the phone right away and you can process large business accounts). So I don't feel bad for you or any store rep for that matter. So suck it up, find out if they are buying, and if not...
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Your attitude and examples are exactly why most consumers view or hold "sales reps" as scum or fast talking pieces ****!
Most times we spend tons of time with a customer trying to get them to switch.
Ring-ring-ring....Hello, this is your wake up call! That is part of your job!
"We handle thousands of calls a day, about people who want to have us qualify them,...So suck it up, find out if they are buying, and if not go to the next customer."
And that is why CS and T2 get those same thousands of calls from the same customers who purchased from you commenting and complaining on everything you didn't inform them of or things that were promised that never happened! And might I add fixing all the mistakes on account set-u...
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Most times we spend tons of time with a customer trying to get them to switch.
Ring-ring-ring....Hello, this is your wake up call! That is part of your job!
"We handle thousands of calls a day, about people who want to have us qualify them,...So suck it up, find out if they are buying, and if not go to the next customer."
And that is why CS and T2 get those same thousands of calls from the same customers who purchased from you commenting and complaining on everything you didn't inform them of or things that were promised that never happened! And might I add fixing all the mistakes on account set-u...
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I have tons of respect for customer service. That is a tough job by all means. I am more then nice, and understanding when I transfer, or receive a transfer from a CS rep. I understand that their job is hard, and I do my best to try and help out MY customers as much as possible, so that the scenario you spoke of doesn't happen. You are the reason why our churn is so low. I thank you for that.
If you were a sales rep... from reading your post, I see that your not. Then you would understand that it is a competition thing. I did not mean "reps" as "in all kinds of reps".. I meant sales reps. This woman clearly cannot handle having someone in there store not wanting to buy from them. People have walked into stores choose a phone, and then cal...
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If you were a sales rep... from reading your post, I see that your not. Then you would understand that it is a competition thing. I did not mean "reps" as "in all kinds of reps".. I meant sales reps. This woman clearly cannot handle having someone in there store not wanting to buy from them. People have walked into stores choose a phone, and then cal...
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You don't understand. Many wireless stores pay on straight comission.
When a commission sales person helps a customer, and that customer does not buy (or goes to telesales or whatever), we just LOST money.
That customer is now armed with the knowledge of a good rate plan, data services, etcetera. They make that call to telesales and boom, YOU get paid for doing 10 minutes of work... while the comissioned store sales rep just burned a good HOUR of their time.
And now that customer will EXPECT the store rep to help them even though they bought their gear from telesales. This results in even MORE money lost to the comissioned sales rep. Why do you ask? Simple. The rep made NO money on the transaction, and even if they show say a family...
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When a commission sales person helps a customer, and that customer does not buy (or goes to telesales or whatever), we just LOST money.
That customer is now armed with the knowledge of a good rate plan, data services, etcetera. They make that call to telesales and boom, YOU get paid for doing 10 minutes of work... while the comissioned store sales rep just burned a good HOUR of their time.
And now that customer will EXPECT the store rep to help them even though they bought their gear from telesales. This results in even MORE money lost to the comissioned sales rep. Why do you ask? Simple. The rep made NO money on the transaction, and even if they show say a family...
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HAHAHAHA this is making me laugh!!! 🤣 🤣 🤣
Are you that bad of a sales rep?? You mean to tell me that I (little ol'telesales rep) can take that much business away from you to even effect your quota??? A telesales rep (someone whom they will never meet) can have a customer come into a store, pick your brain... and instead of buying a phone right then (with out shipping charges) would rather wait 2 days, and have it shipped to them? Wow, how did you even get passed the first interview? You seriously need to qualify your customers much faster. The hour waisted is what you deserve. Do you think I b!tch and moan about someone who says "oh I have a store right down the street", after I get them all set up? NO! It is the wold of sa...
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Are you that bad of a sales rep?? You mean to tell me that I (little ol'telesales rep) can take that much business away from you to even effect your quota??? A telesales rep (someone whom they will never meet) can have a customer come into a store, pick your brain... and instead of buying a phone right then (with out shipping charges) would rather wait 2 days, and have it shipped to them? Wow, how did you even get passed the first interview? You seriously need to qualify your customers much faster. The hour waisted is what you deserve. Do you think I b!tch and moan about someone who says "oh I have a store right down the street", after I get them all set up? NO! It is the wold of sa...
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Voice_Of_Logic said:
And that is why CS and T2 get those same thousands of calls from the same customers who purchased from you commenting and complaining on everything you didn't inform them of or things that were promised that never happened! And might I add fixing all the mistakes on account set-up b/c all you were worried or focused on was getting extras on, getting their credit card number, and on to the next call!
Amen! I try to avoid, at all cost possible a transfer to telesales. Our transfers go to O-burg and I have had some of the worst experiences with the reps there! I've even had them refuse a call from a customer who wanted to purchase new service. Told me to have the customer go to...
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Maybe if you guys stopped backdating winbacks so they can port out 3 days later, miss-quoting phone prices, asked stupid questions, having us order phones for people who are not under contract renewal,sending us federal accounts or businesses with 500 lines, or just simply been nice about it... we might be able to help you. 🙄 🙄 🙄
When we do our job right, your job becomes easy, and vice versa.
I jumped in this thred because of a comment made about telesales from an ignorant store rep. Please remember... I have complete respect for CS. This has nothing to do with you. Just thought I would get the above statment off my chest.. tis all.
When we do our job right, your job becomes easy, and vice versa.
I jumped in this thred because of a comment made about telesales from an ignorant store rep. Please remember... I have complete respect for CS. This has nothing to do with you. Just thought I would get the above statment off my chest.. tis all.
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norollovermin said:
Maybe if you guys stopped backdating winbacks so they can port out 3 days later, miss-quoting phone prices, asked stupid questions, having us order phones for people who are not under contract renewal,sending us federal accounts or businesses with 500 lines, or just simply been nice about it... we might be able to help you. 🙄 🙄 🙄
When we do our job right, your job becomes easy, and vice versa.
I jumped in this thred because of a comment made about telesales from an ignorant store rep. Please remember... I have complete respect for CS. This has nothing to do with you. Just thought I would get the above statment off my chest.. tis all.
Actually when I called, ...
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Yeah... I'm sure there was a little more to it then that. Did the customer have a fax machine at the time to receive the contract? If not, then the customer would have had to go to the store anyways... what's the other side of the story?
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right... now if the customer was looking to buy new equipment, then the sales rep was an idiot. But if the customer already had his own phone... thats a different story.
To activate a cpe (customer provided equipment) we must have a signed agreement along with one photo ID and a recent utility bill with in the last 30 days. This is one case where the stores have us beat. Some CS reps don't understand that it can take up to 5 hours or more for us to get the whole process completed.
By the way... you have 2 other call centers that can process vision east accounts. If o'burg ever gives you a hard time, try another.
To activate a cpe (customer provided equipment) we must have a signed agreement along with one photo ID and a recent utility bill with in the last 30 days. This is one case where the stores have us beat. Some CS reps don't understand that it can take up to 5 hours or more for us to get the whole process completed.
By the way... you have 2 other call centers that can process vision east accounts. If o'burg ever gives you a hard time, try another.
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I would have tried to point out to her that we all work for the same company so she would be able to keep her number regardless of who she does it with, and then ran the sale under your id
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Are you serious? Been there tried that. I might as well kiss that 5 liner right out the window. What we need is an M&P stating that customer are able to call and set up service with us, and do a store paymemt/pick up. Why not?? We all work for the same company right??? 🙄
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In rare circumstances we already do have telesales reps sending customers in to pick up equipment, the rep simply sends an email to the store ahead of time. Problems that have come from this (not all the time but certainly more than occasional) is the reps don't check to ensure the store has the equipment in stock before sending the customer comes in, the customer changes their mind and we have to spend additional time with the customer explaining phones and its not unsual for us to re-explain the rate plans, and the customers usually expect that they can simply come in pick up their order without having to wait their turn. Wait times in my store are already an average of 30-45 minutes and allowing telesales customers to regularly come to th...
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You my friend are the exception to the rule. I have spoke to many store managers in my day, trying to explain that we are all "one company", but they wont have it. They have a quota to meet too. I know it has to do more with inventory then anything else... but I have had some managers fight with me, saying that if we bring a customer in the store for a pick up... it will not be run under my sales ID. I understand that more then anything. They have a quota too. If the shoe was on the other foot, which it is on some occasions (credit checks, questions about phones and plans), then we do what we can to help out the customer as much as possible. Now I personally will not run a credit check over the phone if they are not buying from me (some do),...
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I can honestly say, it is rather annoying when we have a customer come through the door simply just to look at a phone because tele-sales sent them to do so. And so many comments on here keep accusing us in-store sales reps for not being "good enough" to sell to the customer once they are in store. Why is it that the trained Tele-Sales rep, can't do what Tele-Sales is?? Sell over the phone? You are just supposed to be that good remember? I will say about 8 of 10 customers who come in to my store just to "browse" end up buying from me. The other 2 customers have been informed of some weird wacky corporate promotion that none of the Indirect Agents or even sometimes Corporate Store Locations can touch. They have special Tele-Sales prici...
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The only time I get a bit ticked is when the customer gets a mailing for their NE2 with a free high end phone. And then couple that is a BOGO if they add a line. I, as an indirect, would literally lose money to match that offer. I cannot lose money and stay in business. And after I explain how I as a business get paid, I still get those that respond with, "oh, so I must call this number to get that price." Me, "Unfortunately yes, but let me show you what I, your local business, can offer." I then try to move them to a phone I can compete on, even if I am not making very much money. For some it works...they don't want or need all the bells and whistles. But for some it is like trying to see a Chevy Aveo to someone that has a similar o...
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We are bound by the same rules as the store reps. Please don't think that we have any advantage when it comes to pricing. At most we are disadvantaged because of shipping. All those special pricing you guys speak of are though CMO. %25 off acc. special phone pricing, even 3 year contacts with extra minutes, are all though CMO. So please, get your information straight before you start posting against a whole dept.
We have a mix of customers. Some of which don't have time to wait an hour in a mall just to have some guy upsell them to a 9800. We don't get paid on the type of phone we sell. Sometimes customers just don't want to deal with stores, and order through us, or over the internet. We do our job... when we don't, they don't go to th...
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We have a mix of customers. Some of which don't have time to wait an hour in a mall just to have some guy upsell them to a 9800. We don't get paid on the type of phone we sell. Sometimes customers just don't want to deal with stores, and order through us, or over the internet. We do our job... when we don't, they don't go to th...
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