I normally don’t post here, just review the nonsense but can I just vent for one second about how bogus PA conversation rate is? I have people come into the store to ask questions about Verizon Landline returns, landline payments, Facebook password resets, billing questions, account numbers/pins to PORT OUT because our service has just deteriorated over the past couple months. I try to do things the right way at my store but now it’s becoming discouraging because of a “metric” that I have no control who comes through these doors.
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I keep hearing “door swings” is what they are using for a metric for phone sales so it ki--s be when a family of 5 come in (and out) one at a time to look at cases, hang around to play while their parents finish dinner and drinks next door, Fios boxes, Fios bill pay, and many of those mentioned earlier -
Phone conversion was being manipulated when it was based off transactions. Everyone was just processing ispu from the app
Our store has no idea what phone conversion % is. Our managers don't even mention it. What is that? Lol
@1vwz+1cpqgWn5 I’m looking at a report right now that specifically says “phone traffic conversion w/SMB” and target being at 3.4%. Doesn’t look like transactions to me.
The new daily mantra in our store is "the store should be $80 accessory take rate for in store pickups "?So,the dm looked at a report and told the store gm " Whats going on in your store"? Our contribution does not include accessories with instore pickups, it includes all accessories sold compared to others in store and nationwide avgs.(anti team selling) I told the gm that these are the people that don't buy accessories from us and if we helped them they would hurt our kpis anyway and quality of sale anyway.He has told some reps to start transacting more upgrades? You can't make up the micromanaging that comes from above that clearly shows they have a report for everything and try to intimidate the front line. With 1 hour wait times,this coaching almost caused a riot with the store reps yesterday. Like my former GM told us before he left," why would we ever transact an upgrade with no accessories and no insurance, ever"
Performance appraisal is funny. Our year end raise is vastly different then what they harp on every day, credit cards, vzphome, and smb. If they ever try to pressure you or write you up for numbers just say that you are following your yearly PA goals as you want the max raise and to help the business. If that has any push back ask to speak to your HRBP. human resources business partner. DM's and some Gm's be making up these invisible targets that have nothing to do with the message out side of whomever is harping on them. This fool said we need to have 5 smb per rep per month. I asked to see it in writing that it was required and I never heard about it again. The fear tactics were tolerable when we actually made money for our efforts. However with team commission, low incentive and surveys..
All wrong he thought PA was performance appraisal.
Dm clarified pc is from traffic, contributions growth is transactions. OP is correct
@zyw+1cpqgWn5 2% is the going rate if your at the top of the pay scale. You think if a rep is making $25 per hour Verizon will give you a 4-5% pay increase ? Ha !
Youre looking at the wrong one. PA to transactions, not traffic
I don’t play the retention game at all. If a customer comes in and asks for their port out information, I gladly give it to them with no questions asked (other than acct verification). Most are appreciative but some think i don’t value their business and expect me to go climb the cell tower right then. I truly believe just the RTO certification i do every morning is more than some of our leadership does in a whole day
PA really don't amount to anything. Our raises are already structured 5 years in advance. I've had leading for the past 7 years. Always get 2%.