long rant
just had a guy come in the store that wanted to upgrade 4 of his lines, and then add 1 more, this is how it went
c: customer
m: me
c- what kind of deal would you give me if i went with 4 Samsung U-740s, and a Treo 700WX?
m- if you go with the unlimited data package then i would be able to do 300 then give you a 100 MIR on the treo, and i would be able to cut 30 off of the samsungs to 150 with a 50 MIR.
c- what about accessories?
m- we are doing free car chargers and 50% off of leather cases
c- whats the cost on the cases?
m- honestly... like 3 or 4 bucks
c- thats funny because i have a catalog at home that the cost is 1 or 2 bucks
m- if you can get a better price than me, then i would go for it, its going to save ...
(continues)
c: customer
m: me
c- what kind of deal would you give me if i went with 4 Samsung U-740s, and a Treo 700WX?
m- if you go with the unlimited data package then i would be able to do 300 then give you a 100 MIR on the treo, and i would be able to cut 30 off of the samsungs to 150 with a 50 MIR.
c- what about accessories?
m- we are doing free car chargers and 50% off of leather cases
c- whats the cost on the cases?
m- honestly... like 3 or 4 bucks
c- thats funny because i have a catalog at home that the cost is 1 or 2 bucks
m- if you can get a better price than me, then i would go for it, its going to save ...
(continues)
...
You can't win them all. As long as you did your best, it doesn't matter, you know what your doing. Everyone is different, they may be looking for a reason to blame, to get some kind of "bigger" discount for "putting the blame" on person.
I deal with similar issues with Sprint too. I simply educate the customer that wireless PROVIDERS, are in the business to PROVIDE service for the manufactured phones. The money is in the service, not the devices (unless it's the iPhone...LOL). Sprint, Verizon, at&t, etc. are in the business to provide the service, not sell phones (to an extent). The manufactures are in the business for selling phone.
As long as you know, and your supervisors know you did your job, you have nothing to worry.
Hopeful...
(continues)
I deal with similar issues with Sprint too. I simply educate the customer that wireless PROVIDERS, are in the business to PROVIDE service for the manufactured phones. The money is in the service, not the devices (unless it's the iPhone...LOL). Sprint, Verizon, at&t, etc. are in the business to provide the service, not sell phones (to an extent). The manufactures are in the business for selling phone.
As long as you know, and your supervisors know you did your job, you have nothing to worry.
Hopeful...
(continues)
...
I personal think all the big carriers should get together and do away with free phones and upgrades. Run sales like other businesses but not all the time. People are way to use to getting free and extra stuff with wireless! That now if you can't give them stuff for free they are not happy!
...
I agree too, but that is illegal in the states. But it would be nice. I remember years ago when someone was happy to lay down 200 bucks for a color screen phone. Now you can give them one that is mp3, stereo bluetooth, video, camera, etc...and they still want something else for free. Free phone, case, car charger, headset, months of service, activation fee...want it all. Pay for nothing but want everything. But hey, can't blame people for getting more for the money, can only blame the providers for whoring out their product to the lowest bidder...
...
the guy has clearly nothing better to do than harass employees...i guess he got tired of dating his hand in his mother's basement.... 😉
...
You didn't give all of that stuff to him for free.
Wait...
You didn't pay him to take that stuff, and offer 6 months of free service to go with it. That's your problem.
Wait...
You didn't pay him to take that stuff, and offer 6 months of free service to go with it. That's your problem.
...
I work in customer service and I got a bad Customer satisfaction survey for putting a customer on hold because I felt bad that we no longer offered 150 dollars off the mrc for getting a new contract and did my best to attempt to get authorization for some sort of work around.
I did frequent check backs and informed my customer that I was doing my best to try and get her a deal she could live with, but she got mad and accused me of being new and lacking in knowledge.
I guess that's why I was runner up employee of the month my second month working at that call center and why I had 3 perfect customer satisfaction surveys and not a single write up and why many people wish I could be their dedicated rep. Because I'm unknowledgable and do my...
(continues)
I did frequent check backs and informed my customer that I was doing my best to try and get her a deal she could live with, but she got mad and accused me of being new and lacking in knowledge.
I guess that's why I was runner up employee of the month my second month working at that call center and why I had 3 perfect customer satisfaction surveys and not a single write up and why many people wish I could be their dedicated rep. Because I'm unknowledgable and do my...
(continues)
...
1st off - you will always have customers like this. No way around that.
2nd. Try to isolate the problem. I would say something like, "I understand you are looking for your best deal...heck, aren't we all! But, looking at all the value I have shown you, why don't we just go ahead and sign up now."
If he replies with the same as above, "I want free accessories! If I don't then I will call your supervisor and yell at them about you."
At this point I would accept the fact I am dealing with an idiot and would gladly pass them off. Main reason is that customers like this will haunt you to the point you wish you hadn't sold them in the first place. If they have such little value of a person to want to complain about them because you wo...
(continues)
2nd. Try to isolate the problem. I would say something like, "I understand you are looking for your best deal...heck, aren't we all! But, looking at all the value I have shown you, why don't we just go ahead and sign up now."
If he replies with the same as above, "I want free accessories! If I don't then I will call your supervisor and yell at them about you."
At this point I would accept the fact I am dealing with an idiot and would gladly pass them off. Main reason is that customers like this will haunt you to the point you wish you hadn't sold them in the first place. If they have such little value of a person to want to complain about them because you wo...
(continues)
...
so the guy actually called my manager, and i just happened to helping out a buddy with his stereo in his car, who is roommates with my manager, and when my manager came home he told me that this guy actually called him
he told me that this guy was soo mad that he had never been treated so unfair in his life by a cell phone company...
my manager is probably the biggest jokester in our company, and all he could say was that what he was asking for was unreasonable, and he told the guy that he would NEVER have given him the discounts on the phones that i was, and he told him that if he ever heard about him harassing his employees again he was calling mall security on him
it was one of those things where you had to have been there to hea...
(continues)
he told me that this guy was soo mad that he had never been treated so unfair in his life by a cell phone company...
my manager is probably the biggest jokester in our company, and all he could say was that what he was asking for was unreasonable, and he told the guy that he would NEVER have given him the discounts on the phones that i was, and he told him that if he ever heard about him harassing his employees again he was calling mall security on him
it was one of those things where you had to have been there to hea...
(continues)
...
that is good to have a manager back you like that, I have seen a lot of employees thrown under a bus because their management did not believe in them or stick up for their employees. Kudos to him
...
ha thats funny!
i know how you feel, thankfully i have a manager like you. don't you love how these customers think you are out to get them.
i know how you feel, thankfully i have a manager like you. don't you love how these customers think you are out to get them.
...
they think they are gods gift to the world, so therefore they should get everything for free
...
