Shop Talk

So I'm well on the way to getting in trouble at some point here. I had a customer of ours come into our store a few days ago to tell us that they were going to cancel when their contract was up. (Why we would care I just don't know.) I asked them why and they said that they were going to switch carriers because X carrier gets better reception than our carrier (not true at all). They wouldn't let me check their phone or show them any of our newer plans that would do more than they wanted to for cheaper. Instead they made a few sarcastic comments and left. Fast forward to today when I'm working at our mall kiosk and I notice the same couple at the other carrier's kiosk. I had to laugh inside for their new carrier because if these custom...
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OK I want to ask before it becomes an issue.
I work in a store of just three employees. So we pretty much know if a customer has been working with one of the other reps. Yesterday I was working alone and a man and woman come in 'just looking' at the phones. They are researching what phones to get and prices to bring the info back to their boss for the OK for their small business. The gentleman informed me that he had been in the day before and talked to me co-workers, he was just showing the lady with him. I said that was no problem and I'd be happy to answer any questions they may come up with. She had a ton of questions about every phone. So I went through them all (prices, features, differences, rebates, consumer reviews...) with her. I ...
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So for the past 2 weeks I have had a customer come in complaining about her phone. I sit down and explain to her how to use her phone. its a samsung XXX. She complains to me that its not loud enough. So i set the volume all the way up and test it. This phone almost blew an ear drum. I was like is that loud enough? she said yes but it doesnt ring that loud usually. She explains to me that she leaves her "flip phone" open when shes not using it. I explain to her that it is suppose to remain closed and she gets hissy with me. So I set her alarm for her and she is out the door. 2 days later she is back in wanting a different phone. I call customer care and get her an LG 1500 which is better then her current phone. She brings it in all happy i go...
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In reading a lot of threads in the Shop Talk, even though they are all stories mostly about idiot customers and cellular employees just wanting to vent. I thought I would send out a story about days where customers are grateful appreciative and just plan nice to talk to.

2 customers today:
One lady came up with an older phone that was taped up and an older kyocera. (Free phones of course) After talking awhile and explaining to her in getting the free phones you just don't get the quality, I checked to see if there was anything I could do for her since she needed two phones asap. Well, all 3 lines on her F.S. wasn't eligible until 2/15/06. I did get an approval for her primary line only to get an upgrade (2 yr pricing without the NE2) ...
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"Customer is an idiot. Customer does not have the ability to listen. Customer does not understand Sales Tax as a concept and feels he is 'being taken for a ride' because we charge sales tax on his overnight shipping. Have I mentioned Customer is an idiot? Customer wanted overnight shipping and only had $12 dollars available on his credit card. If Customer only has $12 to his name overnight shipping is the least of his concerns. Customer rants and raves and will not stop having a tantrum long enough for rep to explain. Save yourself the trouble and hang up on him now."

That's the note I wanted to place on this order. I didn't. I'm very proud of my self restraint. I need a drink. Does anybody know a good bar?

Am I the only on in here that is from Texas

Do I know you from somewhere? 😕

Heres to another day of working in te exhilirating world of wireless!!! I come to work at 9am, we dont open until 10. I do inventory, stock shelves, look periodically out in the parking lot at the line that grows bigger and bigger with people knocking and banging on the door. Finaly we're ready to open, I get yelled at for about four hours because its my fault that the customers went over their minutes and its my fault that they broke their phones. I do one or two activations then I go to lunch. I come back for four more hours of abuse and then I go home. Ahhh heres to another day of working in wireless!!!!

Ok.. curiousity again...
Ever have those "I wonder why..." moments?
Here's one of my favorites..

I wonder why bored customers feel the need to bother not bored "wireless sales consultants". I was very happy to get away from the mall locations because I would no longer get the bored husbands/boyfriends stopping in just to find something to do. Now I work in a stand alone store or whavever you call them and I just get the bored people who are driving around town and need something to do. LEAVE ME ALONE! I love to sell cause I make money (Duh) but not when all you wanna know is what's my plan and when can I get a new phone. "Oh, I can get a new phone.... well I wait and go the store I always go to. I just wanted to stop and find out." LEA...
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I realize that in this country there are still Malls that are either top notch, nothing to worry about, no crime, flower are always blooming...or Malls that have Cops at the entrances with metal detectors and police dogs making the rounds and a curfew for anyone under 21 that must leave the Mall at 7pm. (Ok, maybe that's a little extreme) Although, our Mall has to be one of the most interesting Malls to work for. Ever since the first weekend we've opened here we had the pleasure of witnessing right in front of us a 4 girl fight over 1 guy! 😳 One of the heavier girls had been wearing a skimpy sike strapless number and of course that got ripped of during the course of the entertainment. The guy trying to break up the ordeal made another g...
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Everyone do the happy dance for me. I just bought a car!! YAY! No more listening to SoCoCoke whine about going sooo far out of his way to make sure he's not working open to close EVERY day. 😁

If you where scheduled to not open a store or leave early becuase you don't open. But you still have to go in early or stay to close because a co-worker doesn't have a veichle to drive so i am stuck doing that, Its a pain in the you know what, and it is going to stop.

No car = cab,or other friends...

Yeah that sounds good!

This woman was just stupid. She had seen a phone at a store, the V330, and she wanted THAT PHONE. Well we don't carry the phone so it's not an option. She decided she wanted the V360, which is what we replaced the V330 with. I explained what the phone did and then asked her did she really need the Bluetooth because the V360 is a $200 piece of equipment and if she doesn't NEED Bluetooth I have a free phone that has all the same features except for that one. She insisted she needed "that Blue thing" She didn't even know what it was or what it did but she HAD to have it. It was a neccestity.

This call also brought up something i think needs to be in the IDP or something... like a standard for interaction. It's the kind of thing I tho...
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About customers who think that things should be FREE!

First case... gutless wonder sent his 10 year old kid into the store for an exchange. No problem, except that the item was not purchased here. Oy. The kid then decided to buy a case for his SE Z520 phone (which is nicer than the one I carry by far) and when the little mogel pulled his money out, his wallet was about two inches thick.

With cash.

Then (and this is my main point) I had a teenager come in with a Moto V557, and he asked how much a home charger was (about $20). "Dang! So much?"

"How much is it to buy a Razr without a contract?" ($300 plus).

He about fainted.

You know, I recognize that it's a competitive commission based environment and everything but Shame On You. If you're the store rep who took this sell I hope you get ill or something. I did all the work on this customer, I spent almost an hour getting her set up but she had a credit block so had to go in to confirm id in hand. The store dealer took the sale and set up the service right there, I called back because she asked me to and she told me "oh yes, they were able to pull everything up right there in the system" to do the set up which means you, you little thief, stole my sale and my work. Rot.

Ah it's bribe time here in Telesales. My boss (bless her) went and bought a big thing of full sized Candy bars... get a sale, get candy. She bought Heath Bars. I'll behave myself all day for one of those. Dear god but I am a happy camper. I'm so easily bribed, get me toffee and chocolate and I'll do just about anything.

😳 😕 Why oh why does my co-worker get to sleep while clocked in!? They wanted to become management but they're so dang lazy. ALL of the time. Has some really nice ideas but for the most part just lazy. you know the saying "The road to Hell is paved with good intentions" spending time with my co-worker makes me think of that every time. They only want to do things that makes them feel powerful. What is with that? Really, I'm a pretty smart gal. I can handle the things my co-worker belittles me on. Maybe they just feel entitled cause they have known me so long but really?! Whats up with that?!

Ok, So there is an employee within the company I work for. Doesn't know anything about wireless,doesnt even like the carrier that we sell. Does not follow any kind of rules or policies within the company. How would you like to be a customer and he/she phone rings loud as hell, and says to you hold on one second I need to take this. And the next thing you know he/she doesn't even close the sale because to busy talking on phone. I think answering your phone during a sale is terrieble.

The best is that our company has a message system with other stores and employees. This employee uses it like AOL instant messaging. Like a stupid 15 yr old trying to hook up with others and crap like that.

Just wondering if any one else worked for a company that set high expectations for sales? I am thinking that because I attended a staff meeting recently where selling was pounded into us.

When I pointed out that all we can do is our best, trying to take care of the customers who came to our store because of advertising or whatever, I was told that we must "try harder."

Try harder at what? Answering the phones? Smiling? Talking about rate plans and features? We can only sell to people who come in, so what control do we have? My store is in a really bad location, and it is dead most of the time. The nearest store to us is a kiosk in a mall, and they are booming nearly all the time, so we get the "they are doing great, what is wrong with ...
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any other dm or dmdr reps here, dont disclose your actual location but lets talk some