True story (Cingular Corporate Store)
I was in the retail store today browsing at the new phones (honestly the same ol' same ol' phones---my opinion) and a lady was trying to upgrade. The rep told her that Wal-Mart actually can get her a better deal then they can at the time as far as upgrading....ummm what the hell does this say about cingular? And yes.......this is a CORPORATE STORE not Joe Blows Wireless!
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the reason they proboly did this is because the company has gone so far as to make upgrades not worth a sales rep's time in many places. it's hard to sell features to upgrades, and the company holds reps accountable for the $$$ of features they sell. many reps don't like wasting their time, they'd rather make outbound calls to sell features to people.
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wow, the customer is not worth the sales persons time? so we should call ahead to confirm that our possible presence in your store also wouldnt interfere with your lunch time or break, or even your time to log in here and bemoan how cingular ties your hands with having to < gasp> talk to a upgrade!
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it's not all reps, i was just pointing out a reason why the original post mentioned someone who referred a customer to wal-mart. obviously THAT rep ddn't care about the commission (or lack thereof) of the upgrade. and was telling that customer where they could save even MORE.
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I could actually match the Walmart RAZR deal for new activations but not upgrades. I think soon Walmart will start having those specials on New Activations only. They're kinda dumb right now I guess hehe.
But yeah if it's a $9.99 additional line and they sign a 2 year contract, I would break even if I sold it for $155 or $105 after rebate. Rather than doing all that work for nothing, I would send them to walmart where they can get it for $69.99, no rebates.
But yeah if it's a $9.99 additional line and they sign a 2 year contract, I would break even if I sold it for $155 or $105 after rebate. Rather than doing all that work for nothing, I would send them to walmart where they can get it for $69.99, no rebates.
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I would rather convince them to buy the phone for 115, and tell them that your customer service is superior, next to the morons who work at wal-mart. You might make jack squat, but where will that customer come to next time? And where will that person tell their friends to go to?
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And about half of the customers will say they don't care! I understand your point and that is my only way of trying to get the customer to buy from me. People are more worried about money. Customer service only matters when they NEED something. This is not always true, but usually.
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I'm talking about upgrades. Why even bother with those? Send them to Walmart.
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So I just finished with a customer. At first he was a little perplexed that I didn't have free phones but I told him about Walmart and their $69 razrs and free crap like that. I also told him I was a small business and that due to Cingular's "compensation structure" I was forced to charge the way I did. He ended up buying from me and out of appreciation, I threw in 2 car chargers and 2 leather cases.
I charged $49.99/each for the Nokia 6010. So good to know price isn't everything. He would rather buy a $49.99 razr from me than a $69.99 RAZR from Walmart 😎
I charged $49.99/each for the Nokia 6010. So good to know price isn't everything. He would rather buy a $49.99 razr from me than a $69.99 RAZR from Walmart 😎
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hecks yeah! and it's not like he didn't know he could get it cheaper somewhere else
it's cuz i got jack in compensation for his line
it's cuz i got jack in compensation for his line
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AshDizzle said:
I would rather convince them to buy the phone for 115, and tell them that your customer service is superior, next to the morons who work at wal-mart. You might make jack squat, but where will that customer come to next time? And where will that person tell their friends to go to?
Not going to work. BASHING competition is the rookie saleperson's way of (un)doing business and reeks of "I'm new to this."
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And the mother ship Cingualar could care less WHERE the customer gets their phone because in the end the check goes to them.
Store reps are commission based and do not want to spend any time with a customer without opportunity to make a commission. They should send them to Wal Mart and tell them they will not be able to help them with PHONE issues but will help them wiyj Cingular issues. Any customer would be Grateful to that sales rep and this will pay off in perceived Customer Satisfaction for Cingular,
To any one walking into a Cingular store the employees represent Cingular whether commissioned or not.
Store reps are commission based and do not want to spend any time with a customer without opportunity to make a commission. They should send them to Wal Mart and tell them they will not be able to help them with PHONE issues but will help them wiyj Cingular issues. Any customer would be Grateful to that sales rep and this will pay off in perceived Customer Satisfaction for Cingular,
To any one walking into a Cingular store the employees represent Cingular whether commissioned or not.
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Well yeah, I'll help you with voicemail or whatever no matter where you got the phone but I ain't transferring numbers or giving you a tutorial on how to use the phone.
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sangyup81 said:
Well yeah, I'll help you with voicemail or whatever no matter where you got the phone but I ain't transferring numbers or giving you a tutorial on how to use the phone.
And thats completey fair and people should realize that after you explain to them why and how the "extra" cot of the phone in your store covers the "hand holdong and phone lessons."
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TenMidgits said:
And the mother ship Lingual could care less WHERE the customer gets their phone because in the end the check goes to them.
Store reps are commission based and do not want to spend any time with a customer without opportunity to make a commission. They should send them to Wal Mart and tell them they will not be able to help them with PHONE issues but will help them wiyj Cingular issues. Any customer would be Grateful to that sales rep and this will pay off in perceived Customer Satisfaction for Cingular,
To any one walking into a Cingular store the employees represent Cingular whether commissioned or not.
Wow....Sounds like you been burned and have a very bad grudge for Cingular. E...
(continues)
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This is exactly why I have shouted buy your phones at Best Buy, Wal MArt, Radio Shack, Anywhere but agents and corporate stores.
Its a better deal and you wont waste the reps time looking for home runs from unsuspecting customers.
Its a better deal and you wont waste the reps time looking for home runs from unsuspecting customers.
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I didn't realize this ...
you're saying that Walmart or Best Buy can do an Upgrade to my account so I can get a new phone through them? I thought they could only issue new 2-yr contracts for new service, i.e. a new phone number ...
I thought upgrades were handled exclusively through the website or a Cingular store? What about the super cheap offers by online retailers ... aren't they for new service only?
you're saying that Walmart or Best Buy can do an Upgrade to my account so I can get a new phone through them? I thought they could only issue new 2-yr contracts for new service, i.e. a new phone number ...
I thought upgrades were handled exclusively through the website or a Cingular store? What about the super cheap offers by online retailers ... aren't they for new service only?
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Best buy most likely won't. And i bet Wal-Mart will only do it for a while longer until they see that they are not getting that much in commissions. So take advantage while you can. 😎
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That is what I'm saying! Man, I am so sick of trying to please everyone. Youi can't be honest without someone trying to stop you, and you can't lie without getting caught. And somehow the rep is wrong in this situation.
My boss also was getting very frusterated with this situation so he called some people. He was told (not saying this is true) that most of the Razrs that they are selling at Wal-Mart are refurbished. Something to think about...
My boss also was getting very frusterated with this situation so he called some people. He was told (not saying this is true) that most of the Razrs that they are selling at Wal-Mart are refurbished. Something to think about...
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If that is true wouldn't that mean that the Moto's have a very high failure rate? I mean if they have enough to keep up with Wally Worlds sales then that means that a boat load of them have been refurbished right?
That makes me think twice about buying a new one at a higher price. If I thought I had to have one I would rather buy a refurb and save money if it's going to break anyway.
That makes me think twice about buying a new one at a higher price. If I thought I had to have one I would rather buy a refurb and save money if it's going to break anyway.
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This also plays on where he is on his quota. I see allot of reps that get lazy once there in the clear of there quota. If you saw this take place at the end of the month of November then thats probably your answer. From a consumer standpoint I think its best to come in at the beginning of the month if they require that extra mile of service. IM not saying this is good practice but this is something I see semi commonly. Just my 2 cents
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Heh thats just ridiculous. Its definately worth the time for a upgrade based on free trials and bundles that can be tacked on. The only time a customer should be told to goto walmart is to pickup a gophone for cheap to avoid retail cost on phones if one is lost/stolen or they just want a new phone. In some cases I will send my customers to wal-mart to pickup a gophone for cheap and have them come back to the store while i activate it on a gophone plan of sorts. I still make a couple bucks plus it gets the stores prepaid numbers up and the customer makes out with a cheaper phone than what I can sell for here in the store.
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