Our call center manager will adjust quotas based on trends, too bad conversion is still greatly affected by the lack of customer service or sales hours on the orange side and all the nonsence calls I get after 6pm.

nope, I am at an indirect store, yesturday a guy came in with a phone wanting to activate it on pre-paid. I told him I was out of sim cards and went back to playing solitare. I got paid the same as if I got the act.

My quota is seeming kinda harsh right now too...Haven't seen to much business flowing around my mall...

jramossteel said:
My quota is seeming kinda harsh right now too...Haven't seen to much business flowing around my mall...

thats right baby. we are ALL telling them at care not to go to stores, we tell how store reps add on additonal features for commsion and how the store rep never tells them they are just looking to make money,anyway they can!

i don't have a quota, so i don't feel bad when a customer leaves the store unhappy.

Dude, STFU.

coldsteel said:
Dude, STFU.

Took the letters right out of my mouth!

And that, ladies and gentlemen, is why I never refer customers to C/S. I know there are some reps that like their job and know what they are doing, but from my experience, we tend to always get people like this? Totally ignorant and not worth the time youput into them.

so far, jackie is my favorite rep and i've never met her! 😁

Mr.PIR said:

jramossteel said:
My quota is seeming kinda harsh right now too...Haven't seen to much business flowing around my mall...

thats right baby. we are ALL telling them at care not to go to stores, we tell how store reps add on additonal features for commsion and how the store rep never tells them they are just looking to make money,anyway they can!

Oh, yeah and don't call me baby... You don't even know me and if you did, I still would not accept it from you.

Mr.PIR said:

jramossteel said:
My quota is seeming kinda harsh right now too...Haven't seen to much business flowing around my mall...

thats right baby. we are ALL telling them at care not to go to stores, we tell how store reps add on additonal features for commsion and how the store rep never tells them they are just looking to make money,anyway they can!

It is our JOB, Mr.Pir, to upsell features, Apparently your self proclaimed fabulous customer service skills have escaped you if you are not adding features a customer may want that they do not know about. For example the internet...how many calls do you get a day to add that? Well I guarantee you would have a lot more...
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Thank you for the reassurance that I am not the only one that thinks that doing your job is a bad thing..

You are so welcome.....It's frustrating dealing with people like that.

I really think you misunderstood him this time, I think he's saying that Store reps add things to a customers account for commision purposes without telling the customer. That's how it sounded to me.

I don't think any of us misunderstood that... We are stating that it is our job to sell them features. And yes we may get paid for doing so, but I know that my two store, on our contracts, they have to intial each feature that is on their account. We are just stating that in our cases we don't add anything without the knowledge and acceptance of the customer.

As much as I dont like to agree with him, you have to admit that some reps, both in stores and care reps, add features or extend contracts, just to get a bit extra for themselves, which leaves those of use do do our jobs well to fix thos mistakes

Hi am new to this site and was reading this particular thread and wanted to add my .02. Though I agree if you are working in a store you get first interaction w/customer and additional features should be offered. I am a Blue BEUC rep and what I have been experiencing is that customer will receive 1st or second bill--depending on if features w/MRC had 1mth MRC free--will call in yelling as if the rep they are speaking to added those features. Not all customers are accepting these features, they are being added b/c store reps receive commission. I have worked in sales so I know first hand, that not all store reps are angels--they will do these and say to themselves--let care handle it in 30 days when customer receives 1st bill. I have had 1 to...
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i agree. i am in retail, and first of all, if features are added without a customer knowing, it is grounds for termination. Secondly, at least around here, the people don't call care, they come back to the store and ask questions. i wouldnt want to deal with that.

features dont make my quota, selling activations do, so i'd rather have happy customers referring ther people than having angry customers not come back.

Perfectly stated!

😕 Well in my market we have to have a 2.5 feature attach rate or we will get written up. Some of sales associates and managers are so desperate to do this that they add features after the cust leaves, such as Roadside. The ARSM knows about this and doesn't care as it just raises his attach rate as well. Our quotas constantly jump up and down. 50 for Dec, 40 for Jan, 45 for Feb, 40 for Mar. We don't have the traffic for quotas like this. But they don't blame marketing, they blame us. some of the reps in my store are selling non commitment phs with PP card just to get an activation. All we get are problems from other high traffic stores that don't want to deal with problems and send them our way oh and payments, lots of payments and these peo...
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what market are you in?...we have a 1.5 "target" but no write up policy (as of yet)

Ours is 2 to 1 per sales (not just activations, upgrades too). Yeah I feel your pain. It's hard... I found an easy way to do the features though... I have a PowerPoint presentation that I print out that has the features worked in so you are not tacking on money, it just works it in... I have found that to work pretty well. If you want it PM me and I will email it to you. 🙂

thanks, i'll try it out and see if it helps for me

pricelss said:
😕 Well in my market we have to have a 2.5 feature attach rate or we will get written up. Some of sales associates and managers are so desperate to do this that they add features after the cust leaves, such as Roadside. The ARSM knows about this and doesn't care as it just raises his attach rate as well. Our quotas constantly jump up and down. 50 for Dec, 40 for Jan, 45 for Feb, 40 for Mar. We don't have the traffic for quotas like this. But they don't blame marketing, they blame us. some of the reps in my store are selling non commitment phs with PP card just to get an activation. All we get are problems from other high traffic stores that don't want to deal with problems and send them our way oh and payme

...
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Bring the business to you... I have found that the RWOF site works soooo well for that... I print out flyers and then hand them out at local businesses with my business card on it. It works very well for me.

is th RWOF site on the intranet? cant find it.. sorry all this cingular system still new to me.. but yea thats a great idea.. i have like 3 gyms for cheerleading i can place them so im going to try that.. god knows every girl 13-18 needs a cell phone 🙄

CSP. On the left side with the links... Retail Web Order Form is what it is listed under. I hope it helps.

umm.. maybe YOU do not add feats with out consent.. but i get many customers that call in asking wtf this charge is on their bill (like media basic) when they dont even USE any of the feats, like a 70 year old man.. common obviously something screwy went on.. and it happens a bit.. AWE's seem to do it alot.

my other favorite is them being put on the wrong plan.. or how about when the agents call 611 and pass the phone around the store so we can help the store.. that REALLY helps my stats.. i reported it to the manager and they said so what.. my manager said i should of just hung up.

40 phones!!! i just sold my 3rd one!!! 😈

We are the largest indirect dealer in Austin. Depending on your status either part time or full time depends on your quota. I'm full time so I have to get 40 a month. I am also at one of the busiest locations.