Shop Talk
Why give away money???
My customer looked at me and asked if that was true then decided not to get ANY accessories because she wanted to check the RS price. I even offered a discount but no go. I know my car chargers are less and the memory card may only be at most $5 more. The card reader might be a different story. Not sure what kind of junk they sell.
Either way, why the hell would she send someone to another store when we have everything available, let alone say that when I have a customer ready to buy everything???? I am ready to physi...
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I once had a lady who came in with an airtran (airlines) jacket on. She inquired about our pricing on some accessories. I told her the prices and she decided that those were too high.
She then points to a kiosk just down the hall that sells fake gold chains and cell phone accessories, and asks how much they charge for the same stuff.
I ask her why she would think that I would know/tell her if I did, about my own competitor's pricing. She told me that since they were next to me, I should know.
I ask her how much Delta charges for a flight to Vegas. She says, "But, I don't work for Delta."
"But, they're in the same terminal. You should know...
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Case in point when the custy says.. Ok I will buy this and pulls out wallet or card. You need to Shut the **** up say nothing then ring the sale up.
Once the transaction is done, the customer is less likely to say no thanks since they all ready paid. Never say "well the Other store, shop or what ever has it cheaper".
Many times a customer is willing to pay more for personal customer service thqn to buy the same product for less somewhere elce.
Thats how smaller wireless stores beat the BIG Box stores.
If your coworker does that with another custy. I say throw them out the win...
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People go back to the note above. When a customer gets their wallet out, SHUT UP and WRITE UP THE SALE.
Well my dumbarse manager would pull out the VZW and ATT brochures. most of the time the customers would walk away because he was pissin them off and taking too long (plus why show the competition when they are already with your company??) or they would switch to att or vzw.
guy is a moron. glad he doesnt work for us anymore.
Well why don't I show you how we beat _______ and _______ on everything?
What" Yes, I know you are happy with us, I just want to show you why we are better... even without ______
Well yes, that is a good phone, and a cool feature, but we don't have it... we have ______ and you like us... remember you said it earlier?
No, I don't know the number of _______ they are my competition.
*And another shot in the foot*
^ is why selling "by the book" is such a stupid idea.
I always tell my guys that work for me to not even mention the competition once ever, and if the customer brings it up to remain as neutral in response as possible.
ppl would come in looking to upgrade their nextels and he would talk them into sprint. even when they would tell him that sprint didnt work where they lived. like clockwork, they would be back within a week to return the sprint phones and go back to nextel.
But yeah, for ACC and the like... why in the world would you ever send a customer away?
Those types of people will be customers first, employees second.
Usually the same people that will complain about being screamed at while working, but you'll catch them on break yelling at some poor customer service rep for something else over a trivial matter.