In terms of retail, I have a theory based on just hunches and things posted here. Sales reps will lose commission and go hourly, solution managers may get cut way down. reps will go to hourly only as they will be doing merchandizing, troubleshooting, stocking, etc. which makes all the managers overpriced and not as needed. again, just a theory I could see them use to try and cut cost. I hope it doesn't happen and that I'm wrong.
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The reason they get away with dumping more workload is because no one speaks up. Everyone keeps their mouth shut and moves along like good little sheep.
All I have to say is that when I buy a car I don't expect the sales rep to show me how to drive it. They also don't drive it for you because you are not "literate". If I don't know how to do something on my new car I google or youtube it. You do not get to monopolize a sales rep because you are too lazy to type in your logins and passwords. Not sure why Verizon reps are expected to take time away from sales while sales reps in every other industry are allowed to just focus on the job of selling. You are right they should not make you do 3 other jobs AND hold you to a quota. The hourly thing does not make sense though. The only way to drive sales is to pay commission otherwise everyone becomes complacent. Look at the miserable failure of the destination stores. All it did was breed contempt amongst employees and any sales were purely by luck, that is no way to run a business
VZW workers ONLY care about their commission...they don't give a f*ck about the customers.
About time someone with common sense
VZW workers ONLY care about their commission...they don't give a f*ck about the customers.
If Verizon wants their reps to do everything they need to eliminate Commission. No other job has sales people who rely on commission assist with multiple other job responsibilities (like a sales person doing a mechanics job "fix a flat")
Holding a sales person to quotas and making them work on commission while also doing non commission/quota related tasks is unfair and sets the rep up for failure. Why not have customer service/tech support for those specific tasks? Would be a win/win for everyone
So you're saying VZW has no customer service? What an a-hole!! The customer buys their phone from you....you should help them if they have a problem! Lazy f@cks only care about commission. I hope they do away with commissions, then maybe you'll do what you are supposed to do.
I have had flat tires fixed at the dealership...it's called the "service department"! Do your job
Exactly that’s what they’re there for. If you went to th sales department for flat tire that wouldn’t happen. Verizon has sales reps yet expect them to do everything when they should have tech support for tech and customer service for billing.
I am a Verizon employee but not a customer. Based on some of the attitudes shown here, I can see why Verizon has a poor reputation for customer service.
Sure, it would be more profitable to just club the customers, steal their wallet and dump them in an alley, but that may tend to hurt customer loyalty.
My bad. I shoulda' said "...@4yhf and (he) lashed out..."
looks like you touched a nerve with that lowlife, soulless @4yhf and lashed out in a juvenile way. Karma's gonna bite him in the arse oh so bad, I suspect. He'd cheat his own grandma. Maybe, come this Christmas Eve, he'll see three ghosts, God willing.
No it’s called stupidity. While you are helping a customer set up their pnc bank bill pay on their pnc app I am selling and making money. Good for you that one customer comes back next year and you spend half your shift selling them one new device. That’s really going to help your commissions.
It's called foreplay. You youngsters should try it...instead of just ramming it home.
What these morons don't understand is that if someone buys a phone from you, then goes there later with a problem and you help them with it...that leaves a good impression in their mind about their experience with Verizon. When they are ready to get a new phone, where do you think they will go? If it was a good experience, they will go back to Verizon...if you treated them like they were wasting your time, they will go elsewhere, maybe even to a competitor. It called priming the pump. You people have to start thinking past today....keep the customers happy and they will come back.
I have had flat tires fixed at the dealership...it's called the "service department"! Do your job!
Go to a dealership ask the sales person to change your flat and when he refuses tell him he has to because it’s customer service. See how that goes for you
Helping someone with an app on a phone that they probably purchased there, isn't changing a flat tire....it's called customer service!! You stupid lazy parasite!
Look at the post in this thread and you will see why it happens. These stupid snowflakes think their job is not to sell just to inform. They think they should help their “guests” with everything like changing a flat tire. It’s a sales job not charity work.
What other sales job has the sales person doing the work of several other people? If you want your sales people to do everything you can’t hold them to quota it doesn’t make sense. How has their not been a major uproar with this?
I think everyone is missing the point Store Management is telling the ( Solutions Specialist) to help the person with the Macy's App! Verizon has created this culture-first with having pseudo techs then replacing them with customer care reps who would sit with these people for hours at a time bullsh-ting them that they had fixed their issue. Store management never coached those people or told the customer that we couldn't help them.Experience specialists were eliminated. So do you think anything has changed in the stores No! Store Management is still telling us to help with the Macy's App.( example)and the rep with an unattainable quota has to sit down and waste time with person, while the next rep gets a 2 line port. This causes a a lack of motivation and a Team with very low moral. Again, just as long as solutions manages don't have to engage these people.
The best thing the company can do is to get rid of commissions and go to a basic hourly rate....and $15 an hour would be paying you more than you are worth....lazy f@ck!! Go flip burgers at McDonald's and spit in people's food.
Blah blah. We sell wireless service. We don’t worry about someone’s Macy’s app. Get a clue and stop drinking the koolaid.
I apologize. I did leave out the drunks...only because I didn't want to offend them by associating them with this guy. He's probably not old enough to drink....I think he's still breast feeding.
Hey @azj, what's with your revisionism. If you're going to use quotation marks, then quote it properly and accurately (or add ... where you're omitting).
It's, "Fat, drunk, and stupid is no way to go through life son."
As a drunk, I was hurt and offended at your lack of inclusiveness.
You can't see the forest for the trees!! Your job is to make customers happy so that they will be loyal to our brand and return. The Macy's app is on her phone!!! You sell phones along with many other things phone related. If you can't see that, you are not only lazy, but stupid. Like Dean Werner said..."fat and stupid is now way to go through life, son".
The job of a specialist should be simply to inform...not push. Tell...not sell.
Omg really what an idiot. Your job is to sell. How &$))& hard is it. Those smart stores are a joke all the guests bs. A cleaned up turd is still a turd.
Until...and only until this company can decide whether or not it wants its frontline employees to be used car sales folks, the guest experience is going to be BAU.
Our "Smart" stores are loaded with WAY too many choices for customers...vs. an Apple store has a good selection of options.
We don't need to carry every phone out there...just the ones that sell/customers want.
How many people line up for an LG...or Moto device? Yeah, none.
Stick to Apple, Samsung, Google, a decent amount of case options and some GOOD accessory options.
Stop with the Tones, Megaboom, Fitbit promos, and offer stuff that people want/don't already have.
Been here for many years, and it's ALWAYS THE SAME ACCESSORY PROMOS...just the months they're offered changes.
The job of a specialist should be simply to inform...not push. Tell...not sell.
Get rid of the quotas and commission, raise the hourly, and bonus off of surveys.
And for chrissakes, allow us to MENTION the survey? (Yeah, I know...some markets allow it...some don't. Mine doesn't).
Verizon Marketing: Learn how to market. Verizon Senior Management: Learn how to differentiate and COMPETE!
Rant over. For now.
Yea I will call a plumber if I need help with my toilet. If I need help with my Macy’s app I call Macy’s. Not hard. You don’t call a grass cutting service when you need a new driveway. Your what’s wrong with Verizon. You job is to sell. It’s not to go outside and change someone’s oil if they need it. Doing the right thing means to tell them where to go to get it fixed. Like call Macy’s. Not hard at all.
"You main goal is to sell. Not hold some ladies hand while you troubleshoot her Macy’s app. If you want to coddle customers become a nurse."
This statement that you made is exactly why VZW is a toxic environment. No compassion for the customer. The next time you call an electrician, plumber or someone else that you need to do something that you can't, I hope they treat you exactly like you treat others...and sell you something that you don't need.
Yea because you are missing the point. Going hourly does not mean there will not be metrics to hit. You will still have to sell the same crap products and get yelled at for ard and tmp. That will not change. You will just get paid even less to do it and Vzw will come it and say look this hourly is a benefit because you will be making more money even though their math will be shaded by the past year and a half of crazy high quotas. You main goal is to sell. Not hold some ladies hand while you troubleshoot her Macy’s app. If you want to coddle customers become a nurse.
anyone remember circuit city ? had commissioned reps, eliminated them for hourly , 2 years later out of business.....
I hope they go hourly. I'm so sick of trying to make quota by slamming accounts and getting yelled at for TMP and ARD.
How many fingers am I holding up
Could make sense. Have a GM and an SM, at most 2 SM's. that way they can do credits, angry customers, scheduling, etc. but the reps all do everything else. make it more apple store like where the reps are hourly and no commission and they are there to serve the customer, not load them up with random stuff to hit constantly moving and increasing targets.
that's a good theory bro - sounds legit to me