Shop Talk
please teach customers about there phones!
So I manage cellairis, which is a cell phone accessory store in the mall. And it seems funny to me how many people don't know there phones at all! This is how a normal conversation goes with a customer..
Cust: Do you have anything for my phone?
Me: I might, what phone do you have?
Cust: its a T-mobile
Me: ok..which one?
Cust: the one that flips open
Me: well they have a few of those, do you have it with you?
Cust: no its at home, but it has a camera.
Me: do you know the model number?
Cust: no, but its black and my phone number is XXX XXX XXXX
Ok first of all, how the hell is a phone number going to help me? and secondly, they really think that each phone company only has one flip phone, they just don't get it. a...
(continues)
Cust: Do you have anything for my phone?
Me: I might, what phone do you have?
Cust: its a T-mobile
Me: ok..which one?
Cust: the one that flips open
Me: well they have a few of those, do you have it with you?
Cust: no its at home, but it has a camera.
Me: do you know the model number?
Cust: no, but its black and my phone number is XXX XXX XXXX
Ok first of all, how the hell is a phone number going to help me? and secondly, they really think that each phone company only has one flip phone, they just don't get it. a...
(continues)
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I'll be sure to stamp it right next to their newly acquired mushroom tattoo.
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It doesn't matter. You can spend over an hour with a customer getting them used to a phone, but that doesn't mean they'll remember what you said.
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Sadly, that's one of the truest statements. People practice selective listening. They are thinking about what happy meal to get at McDonalds and how much their kids are annoying them while they are asking questions. They don't retain.
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I work for Asurion and I encounter this daily. Keep in mind that we can see the model that the customer has on file, so it makes it easier, but if they changed models recently it will pick up the old model, or not show a phone model and then I get the same.. "it's a flip phone" response. It's a hassle because I have to transfer them to Verizon to get this information and they get upset because I should know what model they have. 🤨
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So true. It doesn't matter how many times you tell them about prorated charges, activation fees, termination fees, return processes...they don't care. They just know that they want a phone and want it for free.
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