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New Sprint Employee

thatguy_overthere

Dec 12, 2004, 8:46 PM
I'm officially a new Sprint Employee tomorrow, working in a store. I just wanted to ask anyone if they had any advice, maybe things that I should learn early, things that I should or shouldn't do, etc... I'm not new to wireless sales, just new to selling solely Sprint, and their systems and policies.

And to try and stop TOO many people from telling me that it is a mistake because "Sprint sucks", or "my company is better than Sprint", don't even try it. I like Sprint, and they work great where I live.

Thanks for any input.
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stevelvl

Dec 12, 2004, 11:21 PM
i am pretty successful as a sprint rep and hear are my biggest 2 peaces of advice.

#1 most important customer service. you will make more money if you are a guy who puts high value on customer service. if you fix there issues they will not go to any one but you and they will be sure and tell there friends not to go to any one but you also.

#2 don't get over whelmed. there are only 2 reasons people go into a sprint store the first one i will mention is the smallest, new activations, we all love those. the second though is because something is wrong. it is easy to get over whelmed. no one ever comes in to say every thing is fine but they do come into complain just remember #1 and you will be fine

this is how i have had a pretty large...
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BluetoOrange22

Dec 12, 2004, 11:37 PM
To build off of everthing Stevelvl said, I'll add point #3.

Make sure you speak clearly and spell properly. Customers will notice right away if you're efficient or full of slop.

Now, Stevelvl will take it away from there....
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thatguy_overthere

Dec 13, 2004, 1:56 AM
Thanks for the info stevelvl. Point number one is a no brainer for me, I ALWAYS want to make sure that I do the best for my customers. They usually do come looking for me after I have helped them because I take care of them.

Speaking clearly and spelling is not a problem orange, thank you spell check.
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drty_e

Dec 13, 2004, 12:21 AM
congrats on your new job..what location are you at (city,state)?
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thatguy_overthere

Dec 13, 2004, 1:53 AM
Phoenix, AZ. I've worked for a dealer for several months. They are one of the good guys, but I needed something that has a base pay plus commission.
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SEU39

Dec 13, 2004, 2:28 AM
Just wanted to add to what Stevelvl said and that is that remember that if you treat a customer bad that they are going to tell 20 people and if you treat each customers case as if it were your own they will tell 10 people and then those 10 will tell 10 more. Just remember to be patient and you will do fine.
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ajwright

Dec 14, 2004, 1:09 PM
My wife is being stalked by some psycho, the bastard is constantly calling my house at all times of day and night threatening us. We have absolutely no idea who he is and the cops arent helping much. I got his name and number off caller ID and did and online search and found out that he has a Sprint phone but cant find out much more than that.

I know its probably against company policy so if no Sprint reps can do this then just ignore my request. Anyone who could give me some info on who this guy is from his Sprint acccount please respond to this message and I would greatly appreciate it. His number is (901) 230-4678. Once again, I dont want to get anyone in trouble so if this is gonna get somebody fired or arrested then nevermind, but a...
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dsmith5237

Dec 16, 2004, 3:50 AM
As you've said yourself, directly helping with this is grounds for termination. This is true with any company & any employee inappropriately releasing customer information.

You need to contact the police & have them contact Sprint to request this information. Such info may be given to the police for them to deal with the person but will not be given to you due to confidentiality concerns. Also, I'd recommend removing the number you posted. There's no need for it here and could only cause further problems for you.
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ajwright

Dec 16, 2004, 10:48 AM
Thanks, I appreciate the info. The police originally told me there was nothing they could do so i'll try it this way. Now, how do I remove the number from the post?
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Tebor0

Dec 18, 2004, 4:26 PM
#1: Honesty.

Explain to the customer all of the fees associated with whatever they're doing. THE biggest complaint I personally have about store reps is the lack of information. I get customers calling in all upset because they were either blatantly lied to or just weren't told all the information they should have.

This falls under the whole "service" idea and will give you more repeat customers.
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dsmith5237

Dec 19, 2004, 3:26 PM
This is the same complaint store reps have about call center reps. 😉 You don't know how many customers I've talked to who had vision added or text messaging, or whatever else two month trial that they apparently agreed to after some double speak on the phone three months ago. I've also seen 'Ringtones & More' on 3G phones, and lately I've been seeing a lot of customers with seperate codes for Vision & Ready Link, meaning they will get charged $25 instead of $20 as they should have been(had they actually agreed to it of course). Suffice to say that there are bad apples on both sides, and the best thing to do is coach the workers next to you to try to do just a little better.
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stevelvl

Dec 19, 2004, 6:13 PM
i think the biggest problem is 2 things when they are talking to a rep in the store or on the phone they are given so much information that they are on overload that so they forget most of it. the second thing is people tend to hear what they want to hear.

for example a customer will have a cracked lcd they will tell the rep on the phone "my screen is not working" the rep on the phone will tell them "your phone is still under warranty. take your phone to the store and have them look at it. if there is no damage to the phone they will replace it for you." how ever what the customer hears is "take your phone to the store and they will replace it no matter what"
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