Shop Talk

So this middle aged woman comes in with a new 5500 and her old phone, wants a phone book transfer. I ask where she got the phone, online (of course -_-). Our store has a 15$ transfer fee policy for outside-of-store-purchase phone book transfers. I tell this to the customer, and I literally get every bad customer response to get there way.

1. "I've been a customer for X amount of years"
2. "This is bad for customer service don't you think?"
3. "If I knew that I wouldnt have driven down"
4. "why would it matter where I got my phone? It's verizon either way"
5. "They never told me this over the phone"

After she was done I looked at her "Well... despite all that, it doesnt change my store policy. That will be 15$ if you want the transf...
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Beat 1 customer with a hammer and sprint wants to fire you??? 😳

does Sprint have a handset that can be "safely used around flammable gases'?

me: sorry sir your phone is out of warranty.
the liquid indicator is activated.

man: I am an engineer, that happened when I was wiping the phone off, no damage is inside.

me: sorry sir it still voids the warranty.

man: i donk care about that im an engineer.

me: we cannot warranty this.

man: but im an engineer.

me: it is out of my hands.

man: but im an engineer.

🙄

drunk customers...they are the best.

I notice that most of the comments here are negative. While it is entertaining, it is also alarming. The economy is a wreck and everyone is looking for work and will do anything to stay at work. This job is great! Im in a nice clean store with a heater and air conditioning. I wear nice clothes and my hands are clean. My back feels great and I'm not exhausted when I go home. I make more money than I deserve and I get the opportunity to help people. I used to work in construction and dig ditches. Now I get to lean on a counter and get a cup of water whenever I want. Feel free to write about the problems and frustrations of your job. However, thank God for what you have. Your grandparents worked a lot harder and complained less.

Why is when people come in and try to tell you your job?? Especially when they come in and tell you that their friend has a phone and its the greatest phone in the world. Never mind the fact that we work here and see these phones come back everyday with problems!!!!!!! Or that somehow they are special and can get around the rules??? 👿 👿 👿

So I was bored at home yesterday, and I noticed Clark Howard was on television. I've never watched the show but I always hear custys threatening to call him because he's pretty much the Messiah of stupid ignorant customers. Here's how one of the convos went, we'll call customer "C" and give him a southern accent and Clark Howard "H" with a nerdy condecending accent.

C: Hey Clark this is so and so, I have one of them laptop connect cards with my cell phone company, and I got a 68 thousand dollar bill for downloading a movie!

H: WHAT?! See people, this is how ridiculous these cell phone companies are, they charge you for everything.

C: yeah I thought the internet was based on how many minutes I use, not like how much i download. All I...
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So we have this customer enter the store with two kids in tow.

M= Me
C= Customer

M: How can I help you?

C: Oh, you're going to help me! I work for Motorola, and I have one of these wireless cards and you need to upgrade me to the new USB version. Here is the card's number.

M: ...alright. Is the account in your name?

C: (looking at me like I just asked what color his third eye was) NO. I said I work for Motorola, the card is obviously under their name.

M. Then I'll need the last four of their taxID and the password to verify that you are authorized on the account.

C: You don't need that. I have a ton of coworkers and they just went into the store and the people switched stuff around on the numbers in their syst...
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ARGH! OKAY I NEED TO VENT WHAT OTHER PLACE THAN PHONE SCOOP =) SOOOOO I'M BARELY OPENING MY STORE IT IS BEFORE 10AM AND THIS GUY CLEARLY SEES I'M NOT OPEN HENCE THE LIGHTS ARE HALF OFF IN MY STORE AND WHAT DOES HE DO??? HE COMES IN! THROWS HIS BLUETOOTH AT ME AND TELLS ME THAT HE'S HAD IT FOR THREE MONTHS AND HIS HOOK BROKE SO HE NEEDS A NEW ONE OR HIS MONEY BACK..I TELL HIM WE HAVE NO BLUETOOTHS AT ALL AND THAT WE DON'T SELL JUST THE HOOKS ALONE, SO HE TELLS ME THAT THIS IS RIDICULOUS AND WHERE IS HE SUPPOSED TO GO BCUZ HE PAID $100 FOR A PIECE OF SH*T THAT DOESN'T EVEN WORK. I LET HIM RAMBLE ON AS I'M, STILL TRYING TO OPEN THE SYSTEM UP THEN HE TELLS ME WE HAVE A SH*T STORE SO OF COURSE I TELL HIM TO HAVE A NICE DAY THEN HE FLIPS ME OFF AN...
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so in the light of the recent "restocking fee" thread, how many of you do infact have the mentality or the type of management that will force you to sell the phone a customer doesnt want either because the customer is broke or your out of stock on an item just to get the contract out and exchange the customer to the proper unit when they have money or the correct item comes into stock.

What are your personal feelings on this practice, do you condone it, do you practice it, what warnings do you give to your customers who use this, where does the restocking fee come into play with this for your indirect dealers, corp how do you deal with it.

For those of you that use a form of these or don't know what they are, CCG is a Customer Consultation Guide. As you progress through the sale, we are forced to follow along and ask the customer several questions...

who do you call?
where do you travel?
who is your email provider?
how do you use the INTERNET?
do you have a laptop computer?
how do you keep in touch?
and on and on and on.....

Apparently now we have recently found out that it is mandatory to fill one out for every New, upgrade, accy, feature, bill pay, and inquiry (even if they don't purchase). If you decide not to, there is punishment in the way of probation that follows.

Anyone else sick and tired of getting methods to help "improve sales" forced upon you ...
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I really hate it when people call up and say something like: "I have a problem with my phone, it (insert random stupid problem here)"

First they are usually on their damn phone and second what do you want me to do about it over the phone. Bring the freakin thing in or call tech support. They are set up for that we are not.

Honestly and Truethfully, I want to know!

I had a lady who came in and I cringed from the time she wanted the BB Storm. Knew it wasn't going to go well from that point on. And I was right. She wouldn't take anything but the Storm, one for her and her hubby no less. Now we see her every 2 days or so. And not because there's an actual problem with the device, just that there's something wrong with her! I made good money from the sale, because I was able to sell her 4 accessories for each device (at full price no less), plus her high end plan and data.... But at this point I'd give it all back if she could just POOF and Disappear!

Have you ever looked a customer in the eye before the sales process and just said "No, I'm not selling ...
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So I called up boost mobile the other day (I'm not going to get into why) and the voice prompts are some ghetto black dude!!! HAHAHA I was lawlzing like a mother ****er. It's basically the afro-ghetto version of any other customer care voice prompts... but man 'have yo phone ready' 'boost gotz so popular that we be busy but hold up cause we be rite wit ya aiight' HJAHAHAHAHAHA


note: my comment is about ebonics and is in no way racist so don't get on that bandwagon

Does anyone know how to put music on a sim card, then take that sim card and put it in a Verizon phone with a black and green screen and make it play music and save the contacts on the sim card? If you do, please tell me how because I'd like to hear from someone else with no real grasp on reality.

Many a customers want to know this same question and they are not on drugs..

Does mlb.com offer anything similar to the service that is available on the iphone for winmo?

Trying to position other opportunities since we don't carry it, and that app seems to be an item of importance every Spring.

Thanks,
-dawg

My company recently changed their policy on phone pricing when customers add a feature.

The old way: Customers could add a feature over 10 dollars and recieve a 20 dollar discount in store. Sometimes the phone (PDA, blackberry, texting phone) would require a certain feature in order to get the mail in rebate.

The new way: A customer MUST add a 10 dollar feature in order to get a 50 dollar discount on the phone. This sounds like a good deal but for older customers and customers who already have all they need on the account, it makes it difficult to close a sale when you tell them, either add the feature or pay an additional 50 dollars on top of the lowest discounted price. Also, if we discount the phone 50.00 and add a 9.99 telenav fe...
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My coworker is with a customer right now. The lady wanted to switch ESNs. Both phones are bluetooth compatible. We have a machine in the store that will transfer contacts and sometimes pictures- never ringtones. When my coworker informed the customer that ringtones will not transfer with the machine, but she can transfer them through bluetooth, the lady said she didn't know how to use bluetooth (which would explain why she has a million bluetoothed ringtones, right?) and asked my coworker to do it. Personally, I would have showed her how to do it by transferring a few. My coworker has now been with the customer for about 20 minutes just transferring ringontes from phone to phone. Would you spend the time or just a how-to?

So my co-worker was working with a homosexual female couple for about an hour or so, messing with their account, upgrading 2 phones, etc...

After they left, I asked him what he made off of them. He proceded to list off several things (totaling about $50 that he will actually get for it). He concluded his list by saying:

"Dude, I just RAPED those lesbians".

Under the specific circumstances that he was speaking under, it made what he said HYSTERICAL! but in any other environment, it would have been crude, rude, etc...

Anybody else have a similar story?