Working in retail is not what it used to be. With a quote so high many aren’t hitting with out slamming customers. Then you have these VENDOR call center people who send everything in to a retail store. WHAT HAPPEN TO FIRST CALL RESOLUTION. You wonder why retail stores don’t answer there phones because vendors flood the stores with the wrong expectation. No we don’t have loner phones, no we don’t retun phones bought at indirect, no we can’t wave restock fees, no we don’t have in store tech support, and no we can’t take back items past 14 days or 30 days if they are a business. We try to help everyone one that comes in our door. But they set up the wrong expectations of the customer and just makes a bad experience over all. That’s why our customers get mad and porting out. Because everyone is quick to point a finger but no one wants to make it right.
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@3eqc You're not wrong. Our direct locations slam and cram their way thru their days. The growth/upgrade quotas are (and have been) out of control as are the sales dollars one is expected to attain. Everyone with a brain that shops our doors knows that you can buy the many accessories we peddle at much lower prices on Amazon, eBay, etc. But here we are, offering a great "deal" on a constant basis to our guests, only to have them returned when they find a cheaper price somewhere else. That, or when they realize "hey...I really don't need this HUM/tablet/jetpack/etc."
B itch all you want about our indirect locations guys, but they're the ones who keep the lights on. Their doors outnumber our corporate doors by 3 or 4 to 1. They're in the $hitty "burgs" and backwaters that Verizon wouldn't think to place a store. And their reps are paid a fraction of what our direct reps make, with $hit benefits to boot.
Only when Verizon drops this façade that we're the only carrier out there with a good network and stops being (consistently) the most expensive option out there...and also starts some leading (not following) innovative promotions...will we once again be a great company.
But don't hold your breath.
Customers aren't leaving because of vendor reps, they are leaving because prices are too high. Sales reps in retail are not selling with integrity, giving free tablets only to find out later that they have to pay a monthly service charge for it. Lying telling them that a mifi or router will have unlimited data when it's capped at Max 10-15gb per month. Retail has shady sales practices that piss off customers, I work in retention and hear it every day. I understand you have quotas to meet but how do you sleep at night knowing you lied to almost every customer you worked with today? You don't tell them about upgrade fees or activation fees, then when they go to you about it you tell them to call customer service. Retail does just as much pass the buck as any other. I don't like the vendor reps either, they are worthless, but what you're saying is the pot calling the kettle black.
Nailed it
Wow! Exactly, I’m seriously broke with what is going on with the quotas being so high. It’s greed at its best. Q3 was VERY profitable for VZW, yet retail sales reps all over are suffering. Verizon knows EXACTLY what they are doing... very unfair to hard working retail reps.
You said to the T 100% right.