Dropped Calls
I need to ask some advice real quick. When I sell anyone a phone on any of the carriers that we offer at my company, I tell people that they really shouldn't have more than 2-3 dropped calls a month and that if they have more than that they should contact customer service because there may be a problem with thier phone or may be some kind of network issue.
I also tell them that is they live in outlying areas that they will drop more calls, thats just the nature of the beast. Also I tell them that while they are traveling between cities that they are more likely to drop a call vs being in an urban area with multiple towers.
My question is: Is 2-3 dropped calls a month a fair estimate? Should I tell them that they may experience more...
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I also tell them that is they live in outlying areas that they will drop more calls, thats just the nature of the beast. Also I tell them that while they are traveling between cities that they are more likely to drop a call vs being in an urban area with multiple towers.
My question is: Is 2-3 dropped calls a month a fair estimate? Should I tell them that they may experience more...
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Here's the best advice - don't tell your customer anything. No one can determine how many dropped calls a customer will have and you are setting yourself up for customer service issues.
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OK, that was probably the worst possible advice that I could have received. Why in the world would I not tell them anything? I work for a dealer that represents more than one company and like anyother dealer we have a checklist that we go over with the customer so that they know and we know that we covered everything.
One of the points in that list talks about coverage, like many other dealers lists do. So I can't just avoid it.
I'll rephrase my question. Does anyone have any GOOD advice about giving a customer an idea of how many dropped calls they could expect?
One of the points in that list talks about coverage, like many other dealers lists do. So I can't just avoid it.
I'll rephrase my question. Does anyone have any GOOD advice about giving a customer an idea of how many dropped calls they could expect?
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Again, there is no exact science or measurement tool to determine how many dropped calls a customer will experience.
I shop customers coverage maps and explain how buildings, terrain, etc may impact their coverage, but in no way would I ever set an expectation with a customer over an issue that can not be controlled.
I shop customers coverage maps and explain how buildings, terrain, etc may impact their coverage, but in no way would I ever set an expectation with a customer over an issue that can not be controlled.
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I totally agree. You can discuss coverage without talking about number of dropped calls. You don't know where, when or how that person will use the phone, but now you have planted a negative thought in that client's head. Bad idea to even mention it. Coverage yes, dropped calls no.
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I'm going to have to back these guys up. I always just explain to people that their phone operates on FM radio waves, and so the same things that will cause poor reception for an FM radio will cause poor signal or dropped calls on a cell phone. Any time you give a specific number for anything that's a total guess on your part, you are setting yourself up for an irate customer later on.
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I would also have to agree. A cell phone is nothing more than a hi-tech walkie talkie (as far as the signal that is), and cell towers only reach for about 10-12 miles...until you stick something in the way such as buildings, hills, concrete, etc. and then it decreases sharply. The best way to handle the situation, and still make a sale, is to remind them of their buyers remorse period and tell them to use the phone EVERYWHERE they think they are going to use the service. THEN if they have any difficulty it's on their perception of dropped calls and not your promise. 😉
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Thanks everybody for the advice. I was originally told when I started selling phones that I should tell customers that it may happen a few times a month and to give them specific numbers.
However, I've now learned from doing this for a while that there is no specific number.
Thanks for the suggestions.
However, I've now learned from doing this for a while that there is no specific number.
Thanks for the suggestions.
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That's a dumb question. (Nobody ever called me discrete) Everyone is going to drop calls if they are talking as they pull into an underground garage, go thru some tunnels (some are have coverage), walk into an interior elevator etc.
Also, it depends on useage. Someone who makes/receives hundreds of calls per month will have more calls than someone who uses it only a few times a day.
Best advice - "every carrier has dead spots. you need to take advantage of the trial period to see if it works where you (the customer) needs it to work."
Also, it depends on useage. Someone who makes/receives hundreds of calls per month will have more calls than someone who uses it only a few times a day.
Best advice - "every carrier has dead spots. you need to take advantage of the trial period to see if it works where you (the customer) needs it to work."
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I agree with that last peice of advise to some extent. We hope to have no dropped calls at all, so telling the customer an estimate is not good business practice. I myself have not experienced a dropped call all month long. As a matter of fact, I cant remember the last time I dropped one. My advice: tell your customer that their coverage is going to vary on location, weather, system limitations, physical health of the device, etc. Better yet, have them read the contract where it states we dont guarantee service based on pretty much everything I listed. This will still keep you morally on the right track while at the same time not creating a false sense of how our service should work.
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