Couple comes in wanting to upgrade phone, add a tablet and a watch. Good promotion for savvy shoppers actually wanting the additional products and can use the service. However after confirming that no insurance, no accessories, and set up/go would not part of the transaction i basically started easing my way out of the sale. They left empty handed. It’s unfortunate that this is happening everyday and Verizon has set up a system where it is lose/lose. That transaction would have hurt 3 of my metrics while only helping 1. If you actually hit the targets they raise them the next month and it’s never enough. BTW if leadership ever says that you as a rep are paid for sales, simply state that you specialize in solutions and handle a lot of very personal and sensitive customer information and that alone justifies the pay.
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You have to remember that while the customer may always be right they’ll knowingly lie. Maybe they didn’t look at the offer in the store, changed their mind when they got home, or felt pressured to take it but after getting home they just call in and say they didn’t know anything about it or declined it.
Execs are just eating it up y’all turning on eachother.
Sales reps might wanna try not adding cr-p to a customers plan without consent and then having the customer call care to remove it. We are OVER your cr-p at care ! waive an act fee? YOU do it. Remove insurance, don’t you dare call us ( we have metrics too) sales you aren’t the only ones in the company and we are SICK of fixing the messes you create to fudge your numbers. Adding a line and then telling the customer they can TYS and disconnect the new phone line and still keep the promo. No. And your churn calls are labeled as such. We know when you disconnect and or add a line within days/ weeks. It’s all reported. Good luck on those metrics. And stop making care do your dirty work when you’re caught adding things without customer consent.
Imagine going to a car dealership to buy a car, but the sales rep gets written up if he sells a vehicle that doesn't have red seats and or green rims. Most of the people coming in wouldn't think of buying a car with red seats or green rims, even if you show them the " benefit ". Even though he might get paid a tiny bit to sell each car, he's only going to sell cars to people that want red seats and green rims, and try and walk the other customers so he doesn't get written up. The car company cuts their own throat by creating these d-mb rules, because instead of selling 70 cars a month, their rep only sells 20 so he can hit the company metrics and hopefully keep his job. Same thing is happening in every store. If a customer is going to hurt my numbers they are getting walked. Managers don't care, as long as we are green in all the right areas, meanwhile the company is missing out on hundreds of sales per month per store because of their stupid need to push sh-t down people's throats. The company would be further ahead brining on 100 customers with 25 percent insurance per rep per store than bring on 40 customers and 60 percent have insurance. The company's thinking is so backwards.
Bots is plural and there is no telling how many of them their are so i would hope so. Customers hate stores because they are sent there out of ignorance thinking all problems will be solved only to get someone on the phone that keeps repeating “so for dis one”...
Lmao, and we wonder why the customers hate the stores. Online bots do more sales one day than you ever could in a month. Enjoy the metric farm
The retail environment is no longer sales, it’s a metric farm. All you do as a rep is try to strategize which transactions are worth your time then double down to boost your metrics.
That is why I make sure to take the time to talk to my customers before I tell them the phone is in stock or not. If I find out is going to be a na--d upgrade, I do what I can to broom it. I try not to sell anything that ki-ls my numbers.
Way to focus on the customer
Most sales reps couldn’t sell a glass of water in the desert, regardless of comp plan
The person who created the first metric where any sale was a disincentive was the first nail in the retail channel's coffin.
Imagine a realtor who got ticked every time they sold a house under $1 mil or because it was under a certain square footage.
Final point, 1 or 2 metrics with reasonable and attainable goals that give a value add to the company would be fine, but what we have now is a joke.
Also- I was one of the best reps in Northeast years ago and a winners circle manager, now I am glad to be coasting and waiting for my severance package.
You got to make them a sweet deal and “waive” one of their set up fees. 2/3 is still at target.
You aren't lying. Stop and think what a perfect sale is. Customer comes into upgrade to the latest apple phone. You need them to add a phone line, with a additional item, tab and watch, sell them $250 worth of accessories, get them to pay to set everything up, qualify them for internet, find a business somewhere in there, submit the lead, make sure everything is protected with insurance, don't forget the home insurance and have them pay for everything with their Verizon credit card.