Shop Talk
Wouldn't it be nice?
I know it's partially my job to guide them and help them know what's out there but SOME basic knowledge really should be mandatory. Questions like "Did you have a price range in mind for your phone?" or "Did you want open face, flip, or slider?" "Do you have a number of minutes in mind?" or one I foolishly use. "What type of phone were you looking for?" Are questions that I don't think should be answered with "Uhhhh... I don't know." Anymore you really should have a vague idea what you want, if you want a free phone, just SAY SO! Don't say "Well what do you have?" Because princess, I have about twenty five to thirty...
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So we have to say dumb things like "Get More Plus!" and "Family Time Plan!" or "Get More Regional!" It's pretty dumb. It's not a big issue and it's an easy way I guess to get those points on the QA at least, to spout of gibberish names. Whatever, I'm out of here in a month anyways.
I was planning on staying on part time, like weekends only in Admin but they won't work with my school schedule so they can go to hell... (Or "Go play hide-and-go-f#@K-yourself!") I have a couple little jobs at the college for pocket money too.
However, that's what I was getting at. You can't 'qualify' diddly when they won't answer any questions with anything but "I don't know."
You can say "Did you want an open face phone? or a flip phone?" And they say "What you got?" That's the qualifying I get. "What you got?" or "What you got dats free?"
Because that's what I said... in the post.
It's really hard to do anything when they give you nothing to work with. When you ask the probing questions and they say 'derr...' like you're supposed to read you mind it's rather difficult to figure out what they want.
And they answer with, "I'm not sure."
Free phone should be the one they get, by default.
If that was the point you were trying to make, that the most you can get from a customer for an answer is "what do you have?" You may just come back to the customer with a response such as "We have a lot of different options and features available. I'd hate for you to pass up a lot of great features that may be of use to you for something that is free."
But then again, I know that we have to cover so many different areas of features, products, and services in order to pass a secret shop. Maybe it's just be...
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We too have to treat every single caller as if they were a test call (our version of a secret shopper) or as if there were a QA tech listening to our calls, I've been here a long time too and I am neither stupid nor incompetent.
However. There are plenty of customer who call who are both, who cannot even answer simple questions like "Do you want a free phone?" People really can be dumber than compost sometimes.
Cust: I want a camera phone
Me: Okay, were you looking for just a basic camera phone or did you want one with video capabilities as well.
Cust: I'd like one that takes pictures
Me: ( 🙄 ) okay, well all the basic camera phones are in this case (go into selling points of each model)
Cust: Stops me mid-sentence-I didn't want to have to pay for a phone, I want one that comes with the plan
Me: Okay, those are in this case here...they are not camera phones. The camera phones start at 29.99.
Cust: I want a free camera phone, you know, one that comes with the ...
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me - this phone is $500 and that's with a new contract, you aren't even eligable for an upgrade that means that it will be about $700
cust - i'll go to the other store then, they've given me free phones before
"Wouldnt It be nice---"
and my coworkers are getting mad because its stuck in my head 😁