Does anybody else believe the company intentionally allowed reps to rack up high numbers with DTV Now (accessory discounts, same day cancels, etc) just to fire reps via circumventing the union grievance process?
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I love the #3 at McDonald’s but since I have a huge a-- I usually get the #7
Don't be sh--ty you know what he meant
Bundling is your job and isn’t going away. Going over the CSS is your job too. If you skip on either part then you aren’t doing your job.
True. But how many are really going over the CSS? You're kidding yourself if you think every rep is. Some are. The ones who AT&T sees as "successful" are not. Guaranteed! Try telling a customer his bill will be $85.Then tell him you can add insurance for $8.99 and MPP for $3.00. Also tell him you can add a tablet for $10 a month. You may get some people who will want the tablet and insurance, but there's no way in hell you will get them to buy MPP. If you bundle and tell them that everything's included for $106.99 they may go for it, but will probably regret it later. The customer who it's broken down to will be more appreciative and refer business. This will grow your business. But AT&T doesn't see that. You can bring in 100 new customers through referrals but if no DTV's are sold you're a failure. So yes, the key is going over the CSS, but good luck when your manager is doing an observation on you.
Bundling isn’t a scam. That is complete-solutuion selling. If I buy a #3 at McDonalds I am not being scammed. The rep who sells it just must go through the CSS and explain it. But that should be done with every customer every time anyway.
Bundling is another scam. Reps present a combined price including everything (phones, tablets, insurance, MPP). They never tell customers tablets are optional, insurance is optional and MPP is as well. After the customer receives their next bill they see everything itemized. They'll call customer care and the rep will tell them insurance and MPP we're optional but the tablet is out of its BRE period. The rep made their money and doesn't care. The numbers aren't legit and don't stick. However it shows as an addition for that month and shows as more profitable to the share holders. And does anyone really know they have MPP on their account much less what it does?
Everyone on the planet is a small business owner. Can’t believe this scheme has been going on for so long. We have an entire chain of command dedicated to it. No monetary gain before, but now that there’s an incentive (business specialist) it will fall under COBC once the company decides it needs a few less people on payroll.
The bigger AR'S encourage scamming but take no responsibility if they get caught. The AR'S with a few stores see the hits scamming does so they don't generate the numbers AT&T wants. That's why Spring is closing stores. Prime will learn. The numbers are doctored to appease share holders. Only a matter of time before AT&T becomes the next Wells Fargo.
Plenty of scams, AR does plenty of other stuff too. Theirs is a little more f’ed.
They leak socials and add AU to accounts.
Wow. And COR probably has the tools to credit or correct slamming and fraud which AR stores don't.
40%
What would you say the percentage DTV and DTV Now legitimately sticking on an account is?
Accessories warranty replacements are called Js
I'm the AR guy again. What does J'd mean? I apologize for my ignorance.
Accessories are J’ed instead of sold and the customer is told is to offset the price. So they end up paying for the directv instead of a $40 dollar screen protector.
Chances are they end up keeping it but it helps with the numbers. It’s not odd to see the top reps in that metric also happen to be the highest in chargebacks.
I’m not even getting into the real bad stuff, of fake socials to bypass deposits on dtv premier or having installers just throw the box in a closet.
Yes that is common
Please explain how this process worked. I'm an AR and am always being compared to COR. I run a legit shop and always seemed to believe the DTV Now numbers were extremely bloated.
I cancelled my DTV service after getting surplused. What a joke trying to get thru to the call center... The VRU really needs revamping. I was promised a return kit on three different occasions over a 5 week period. I really think they are trained to lie, the when you call back in to find out what happened to the kit, they try to convince you to retain the service.
Yes, and it’s not the first time they pulled a move like this. Easy way to reduce headcount.