Sprint PCS & lockline - Completely Misunderstood!!!!!
Having been an employee of Sprint PCS and a current employee of lockline, LLC, I feel your frustration with the "runaround" you think you have been a victim of, but here's the "real deal"..Sprint PCS contracted with lockline, LLC to administrate the Sprint PCS Equipment Replacement Program (ERP), back in 1996. The program was designed to afford people the opportunity to get their cell phones replaced in the even of Theft, Loss, Breakage, Mechanical & Electrical problems outside of the manufacturer's warranty, as well as water damaged equipment. I apoligize if you feel you have been "misinformed" by the Sprint PCS sales staff and/or Customer Solutions, as well as lockline as to how the coverage works, but, as with most types of "indemnity" pr...
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I fully agree with what was said in this document. I also strongly recommend the Sprint PCS/Lockline Insurance on every phone purchased and used on the Sprint PCS network. Another point of clarity I would like to add is some customers do not understand that they originally purchased their phone at a βrebateβΒ price; this price is unavailable to most existing customers that have not had their phone for quite some time. Example; a phone that cost $29.95 at the time of activation would cost $179.99 or more to replace.
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service4life01 said:...
Having been an employee of Sprint PCS and a current employee of lockline, LLC, I feel your frustration with the "runaround" you think you have been a victim of, but here's the "real deal"..Sprint PCS contracted with lockline, LLC to administrate the Sprint PCS Equipment Replacement Program (ERP), back in 1996. The program was designed to afford people the opportunity to get their cell phones replaced in the even of Theft, Loss, Breakage, Mechanical & Electrical problems outside of the manufacturer's warranty, as well as water damaged equipment. I apoligize if you feel you have been "misinformed" by the Sprint PCS sales staff and/or Customer Solutions, as well as lockline as to how the coverage works,
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actually ash you are compleatly wrong. a phone that is receaved threw lockline that is a reconditioned phone does still have a 1 year manufactures rebate. now i know you are new and easely confused when it comes to sprint but please calling service4life01 names will not get you any where and i compleatly agree with what he has to say. lock/line and sprint makes a great team together why you being so harsh to him?
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"Remember, the sales rep makes a commission off of selling you a phone and loading up all of the neat things people want (Wireless Web, ERP, Roaming, etc) and does not have YOUR best interest at heart. I hope this clears up some of the misconception and miscommunication many of you have been victims of."
I hated that comment. It was not only inaccurate of sales reps, but it was presumptuous. Forgive me if I am offended, but I *AM* a sales rep and I resent that comment. π‘
I hated that comment. It was not only inaccurate of sales reps, but it was presumptuous. Forgive me if I am offended, but I *AM* a sales rep and I resent that comment. π‘
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you honestly believe that is not true?
come on. you have got to be lieing to your self. there are 2 rules to being a sales person
rule 1. believe in your product. you have to believe in what you are saleing and you have to believe that every one needs it. if you do not believe in your product then the customer never will
rule 2. sell every thing. they may not thing they need it. you have make them understand there need for it and how it will benifit them.
no matter what your selling weather it is paper clips cars or wireless phones you sell them the most you possably can
sales peopel know this and so do customers. there is nothing disshonest about it at all unless you break rule 1. it really is the most important. the only ...
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come on. you have got to be lieing to your self. there are 2 rules to being a sales person
rule 1. believe in your product. you have to believe in what you are saleing and you have to believe that every one needs it. if you do not believe in your product then the customer never will
rule 2. sell every thing. they may not thing they need it. you have make them understand there need for it and how it will benifit them.
no matter what your selling weather it is paper clips cars or wireless phones you sell them the most you possably can
sales peopel know this and so do customers. there is nothing disshonest about it at all unless you break rule 1. it really is the most important. the only ...
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Your logic deceives itself.
How can everyone need every product you sell? Each product is unique as are the needs of the consumer. Clearly identifying the needs of the consumer and matching the product to the consumer's needs is the trick.
Your strategy is a crash and burn approach. If I were your customer I certainly would never go back to you or your store.
How can you possibly believe in every product knowing that some products your store carries just plain s**k?
You must have just come back from a weekend sales seminar.
If I even had a hint that a sales person was doing what you propose I would be in front of their manager's face and then out the door forever.
If you do not think I would notice this type of strat...
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How can everyone need every product you sell? Each product is unique as are the needs of the consumer. Clearly identifying the needs of the consumer and matching the product to the consumer's needs is the trick.
Your strategy is a crash and burn approach. If I were your customer I certainly would never go back to you or your store.
How can you possibly believe in every product knowing that some products your store carries just plain s**k?
You must have just come back from a weekend sales seminar.
If I even had a hint that a sales person was doing what you propose I would be in front of their manager's face and then out the door forever.
If you do not think I would notice this type of strat...
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i will try to attepmt to answer your questons as close as i possably can.
and yes i really do believe in all of my products really can be utalized by all of my customers or else i would not sell them period.
i guess vision is the best example. vision is one of those things where probubly 70% of people walk into the store absolutely conviced that they do not need. i really do believe that every one would benifit in some way from it. the hardest people to sell this to is people who wanty it in case of an emergency or for when they travel for these people vision is perfect for them. it allows them to use programs like mapquest that would allow you sinmply type in an intersection and view a map to get directions. so when they are travelin...
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and yes i really do believe in all of my products really can be utalized by all of my customers or else i would not sell them period.
i guess vision is the best example. vision is one of those things where probubly 70% of people walk into the store absolutely conviced that they do not need. i really do believe that every one would benifit in some way from it. the hardest people to sell this to is people who wanty it in case of an emergency or for when they travel for these people vision is perfect for them. it allows them to use programs like mapquest that would allow you sinmply type in an intersection and view a map to get directions. so when they are travelin...
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I happen to be 47 yo and I know every time it happens and why. I have sold products and services and owned my own firm as I do now in another industry. I have taken sales courses and marketing courses. I have been an assistant buyer for a major retailer and managed 50 departments for a major department store in the NE.
I negotiate for a living so I understand that the most productive process is when you understand the "other's" needs and attempt to meet them. In the wireless industry not everyone of your customers understands the features andhow they might use them so it makes perfect sense to explain them to them to explore if it may be useful. But if you came across with the attitude that you knew what every one needed better than ...
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I negotiate for a living so I understand that the most productive process is when you understand the "other's" needs and attempt to meet them. In the wireless industry not everyone of your customers understands the features andhow they might use them so it makes perfect sense to explain them to them to explore if it may be useful. But if you came across with the attitude that you knew what every one needed better than ...
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I have to agree with you on that sam, I have been in sales for multiple years also, and the key to sales is building rapport, establishing trust and identifying the customers needs while listening to them at the same time. Sales people that sell products and services that a person doesn't need are not trusted and quickly get a bad name for being pushy. you can make suggestions and give examples of why they might find the product or service useful but if they say no then fine, if you build the trust and rapport, they will come back for it later if they think they do have a use for it. I worked for a major rental store one time and almost every one of my customers had multiple accounts, not because i pushed them all at one time, but they got ...
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sammy2 said:...
Your logic deceives itself.
How can everyone need every product you sell? Each product is unique as are the needs of the consumer. Clearly identifying the needs of the consumer and matching the product to the consumer's needs is the trick.
Your strategy is a crash and burn approach. If I were your customer I certainly would never go back to you or your store.
How can you possibly believe in every product knowing that some products your store carries just plain s**k?
You must have just come back from a weekend sales seminar.
If I even had a hint that a sales person was doing what you propose I would be in front of their manager's face and then out the door forever.
If you do not think
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ok um there is one serious flaw with what you are saying ash. because you say you only sell what a customer needs. ok hear is the truth. no one i mean no one needs a phone. people servived for melinia with out phones! so are selling atleast 1 thing people do not need.
have you guys ever heard of a hard sell? if you are a half decent sales person you can hard sell with out being pushy and disresectful. well you can do it so long as you really do believe in your product. why is this? cunsumers are hard wired to say no. ask them why, listen to them and then educate. that is a hard sell. do they really need the product? no but will they benifit from it? yes.
it is not about what a customer needs it is about what a customer will benifit fr...
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have you guys ever heard of a hard sell? if you are a half decent sales person you can hard sell with out being pushy and disresectful. well you can do it so long as you really do believe in your product. why is this? cunsumers are hard wired to say no. ask them why, listen to them and then educate. that is a hard sell. do they really need the product? no but will they benifit from it? yes.
it is not about what a customer needs it is about what a customer will benifit fr...
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Steve you are quite correct in saying that we have survived as a race successfully for millenia without having a wireless phone.
Basically it is all about wants which when the customer processes it becomes a perceived emotional need.
Why do you think we offer vision? It is all about meeting what the customer has as a perceived emotional need.
The phone relacement plan must be presented to meet the perceived emotional need as well.
The customer wants a hassle free situation. So by presenting the emotional benefits that the customer has stated of the phone replacement plan we all win.
Basically it is all about wants which when the customer processes it becomes a perceived emotional need.
Why do you think we offer vision? It is all about meeting what the customer has as a perceived emotional need.
The phone relacement plan must be presented to meet the perceived emotional need as well.
The customer wants a hassle free situation. So by presenting the emotional benefits that the customer has stated of the phone replacement plan we all win.
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its called listening to the customer so that you understand both the message and meta-message. this is the same as you ought to learn to do in every relationship you have.
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Since you currently work for Lock/Line I would like to ask you a few questions such as:
1: would sprint or lock /line be willing to provide the list of "predetermined replacement phones for a phone that was just placed under insurance coverage? If not why not (isn't part of the concept of a fully informed decision to acquire the coverage)?
2: why does Lock /line refuse to provide a contract to the customer for review prior to signing, instead offering only a brochure which legally does not represent all the terms and conditions?
PS: most of the issues I'm sure you must address with customers would not exist if they read and understood the contract. the responsibility is both ways.
1: would sprint or lock /line be willing to provide the list of "predetermined replacement phones for a phone that was just placed under insurance coverage? If not why not (isn't part of the concept of a fully informed decision to acquire the coverage)?
2: why does Lock /line refuse to provide a contract to the customer for review prior to signing, instead offering only a brochure which legally does not represent all the terms and conditions?
PS: most of the issues I'm sure you must address with customers would not exist if they read and understood the contract. the responsibility is both ways.
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#1 you need to contact sprint about that, lockline places the order for the phone active on the account at the date of loss, if you receive a (comparable) make or model it is because it is what they have determined so under the coverage certificate.
#2 you can go to lockline.com and view the full coverage certificate, as far as being available or not for reading before hand, ask the store, if they don't have copies of the full coverage, then contact lockline at 800-584-3666 and they will be happy to send you a copy thru the mail.
#2 you can go to lockline.com and view the full coverage certificate, as far as being available or not for reading before hand, ask the store, if they don't have copies of the full coverage, then contact lockline at 800-584-3666 and they will be happy to send you a copy thru the mail.
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The coverage certificate is usually not the entire contract. I know it is not for Asurion.
The coverage certificate is nowhere to be found on the lockline website. Send me the directions for it. I would love to see it.
The coverage certificate is nowhere to be found on the lockline website. Send me the directions for it. I would love to see it.
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sorry about that sammy, I was told it was, I just looked and couldn't find it either, I apologize, give lockline a call, as long as they can pull up your name and address when you give them your pcs #, then they can mail a copy to you and will if you ask, the system doesn't update with sprint's though so if they are showing an old address they will have to do a verification to update the account address before it can mailed out to you. I'm not sure if we can add an email address, you might ask them that also, if an email is available, they can also do that. in the meantime my aol screenname is Service4life01 and I would be more than happy to chat with you and answer any questions you might have.
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