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HSC's
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Posted by: HSC

First off, hello to everyone. I am an HSC, and have been for about a month. So far, it has sucked. How has it been for everyone else?

I heard that most HSC's in California have been complaining, and most have not worked out too well. I also heard that the HSC's will probably be turned into RSC's because it hasn't worked out as well as Cingular had hoped. what do you think?

I can't see the HSC positions being changed until Homezone and U-verse is launched, which it isn't in my area. Since these products are what we are supposed to sell, I can't see the HSC position leaving until the products have reached market and given a chace to sell. Currently, my area does not have Homezone and is not expecting it soon. That leaves me with only HSI to sell, which sucks because only 15% of people actually qualify for it.

Posted by: ivwshane

Our hsc will be turned into a sales rep next month!

Lol, nice one cingular!

Posted by: x609

I'm also HSC and I have also been there about a month and it really does suck. Most people don't qualify and the ones that do don't want it because they are more than satisfied with their cable internet. We do have homezone in our area, but even that doesn't help because most people hate the problems associated with dish and don't want an ugly grey disk sitting on the side of their house. MOST people don't care about recording shows, and don't care about caller ID on their television. And the streaming of audio and loading of pictures onto the receiver is cool, but only people hip to technology really care about those features. I personally think it's all fine and dandy, but to tell you the truth the target market for homezone is really non existent right now. I was really excited about being able to work in a new position for Cingular when I was hired, but now I'm not too happy. I hope come January they make us all RSC's.

Posted by: HSC

Update

As of the new year, all HSC's in my district will be turned into RSC's. Has that happened to anyone else?

Posted by: ivwshane

Yep, here too in the northern ca market

Posted by: bumfights

DSL sucks and even the none tech savvy have heard the horror stories from their friends. That being said, the HSC in my store is really annoying. I close the customer, go back to get their phones, and come out to find she is talking their heads off in a monotone voice about tv or something. They politely decline then come back to my counter and every bit of tension I've melted away about their purchase today has grown back. It's actually hurt my sales a little bit to be honest.

Posted by: HSC

First, we were e-mailed by our ARSM telling us that HSC's were being converted to RSC's on Jan 1st. Then, in RSC training, we were told that the change would not happen until Feb 1st. NOW, I am being told that the change will not happen. Instead, HSC's will have a wireline & wireless quota (but mainly wireline).

Doesn't make sense to me. The only wireline service I have in my area is HSI.

Make up your mind Cingular.

Posted by: ivwshane

Quote:

Originally Posted by HSC

First, we were e-mailed by our ARSM telling us that HSC's were being converted to RSC's on Jan 1st. Then, in RSC training, we were told that the change would not happen until Feb 1st. NOW, I am being told that the change will not happen. Instead, HSC's will have a wireline & wireless quota (but mainly wireline).

Doesn't make sense to me. The only wireline service I have in my area is HSI.

Make up your mind Cingular.

LOL

I've heard something similar but nothing concrete.

Posted by: Perceptions

Quote:

Originally Posted by HSC

Make up your mind Cingular.

They can't so they just sort of make it up as they go. Cingular hired the sales staff but then they ran into technical glitches which is why HSC's are floating around in purgatory until the head honchos figure out what to do. I would not want to be in that position as they are sending out the HSCs without the right product or tools.

Recent excerpts from WSJ:

Quote:

AT&T Inc.'s rollout of its new television service is being delayed by glitches in the Microsoft Corp. technology that helps power the Internet-based system. AT&T Chief Financial Officer Rick Lindner said in an interview. AT&T has decided against heavy marketing of the TV service because it doesn't want demand to increase until the problems are solved, he said.

Quote:

Mr. Lindner chalked up any issues with its TV rollout to "normal new-product development" and said that AT&T plans to offer TV to eight million homes by year end. "We're adding customers slowly, watching the platform and trying to train our technicians and improve installations," Mr. Lindner said.

Quote:

AT&T originally had planned to offer TV in at least 15 markets by the end of last year. The company has blamed that delay on enhancements it was making to software and billing systems. Yesterday, Mr. Lindner pinned at least some problems with its rollout more directly on Microsoft's technology.

For those who want to read the whole article it is titled "AT&T's Delivery of TV Hits a Glitch" in the Jan 26 issue of the Wall Street Journal.

Posted by: jflore02

How do HSC's currently feel now?

Posted by: stlsingledad

As an HSC I can honestly say it is going good. But, in our location there is a great team effort. The RSC's will always mention the home side, and hand off if there is an interest. I normally work the line and if I find a prospect I will start the sale while they are waiting. If their name is called while I am still working with them I hand them off to the RSC to deal with the wireless side, then pick up after they are done. Or, take the hand off after the RSC is finished.

Also, when there are no prospects, I will also take care of accessory sales, XBM, insurance, and troubleshoot problems. SIM changes etc., and even replacement phones when they have a dead phone and no insurance, upgrade etc.

So far this month I have doubled sales from last month on my side, and have lots of prospects in the pipeline.

Posted by: ivwshane

Quote:

Originally Posted by stlsingledad

As an HSC I can honestly say it is going good. But, in our location there is a great team effort. The RSC's will always mention the home side, and hand off if there is an interest. I normally work the line and if I find a prospect I will start the sale while they are waiting. If their name is called while I am still working with them I hand them off to the RSC to deal with the wireless side, then pick up after they are done. Or, take the hand off after the RSC is finished.

Also, when there are no prospects, I will also take care of accessory sales, XBM, insurance, and troubleshoot problems. SIM changes etc., and even replacement phones when they have a dead phone and no insurance, upgrade etc.

So far this month I have doubled sales from last month on my side, and have lots of prospects in the pipeline.

How do you begin the sale? Whats your intro line?
Our hsc needs a lot of help and it seems like you have a good system.

Posted by: stlsingledad

Generally, when all the RSC's have customers and the line is starting to form, I will greet everyone coming into the store and ask them to sign in. At that point I introduce myself as the "home solutions guy", and quickly say something like "I can help with High Speed Internet, ATT/Dish Service and home phone needs." I then let them know that if they have any needs or questions with home needs I am available to help them while they wait. If they decline, I then ask what specifically they came in for. If they are just there to pay a bill, buy a charger, buy a case or see if they are eligible for an upgrade, I take care of it. If they are eligible for upgrade, I then tell them they can browse the phones until one of the wireless experts is available for them.

If they are needing to activate, add a line etc., when I ask them at the sign in, and they decline my pitch, I let them know a wireless guy will be with them as soon as possible and move on.

If, when greeting them, they have a problem with their phone, I will take a look at it and about 99.9% of the time I can fix the issue, get them the number for XBM or insurance etc. During the time I am working on their phone I will ask about who they have for Internet and TV, ask how their service is, and give a soft pitch for the benefits of us over cable, since that is usually the case. Some already have our home services so I tell them they are covered, and take care of their phone issue and get them on their way.

The benefit of doing the greetings and introducing myself and sorting the crowd is several fold. First of all, I do find a lot of prospects for home products and that leads to sales, sometimes while they are waiting for the RSC. If nothing else, it establishes their interest and I give them the info they want and add them to my follow up list. That list is my bread and butter. I make callbacks every day and that has built sales. Also, by taking care of bill payments, accessory sales (which I generally credit to the RSC's), SIM card replacements etc., etc., I save people from waiting for an RSC to do something that takes very little time and generates no income for the RSC anyway. That makes the customer happy, and it makes the RSC's happy as they talk to the paying customers instead of the non paying ones. In turn, the RSC's are more than happy to start the sales process for me with the customers they take out of line before I get to them.

If there isn't a line, I let the RSC's greet as normal, then as they work with the customer, I take the customer's address off of the RSC's OPUS screen, qualify them for service, and if it's available I alert the RSC to that fact. When they are done with their sale, they will do a soft pitch and introduce me as the home expert and let me go into our services. If they aren't eligible (lots of HSI holes in this area) I also alert the RSC to that so they don't do any pitch.

Hope this isn't getting too long. But let me summarize just a couple of things. HSC's need to work closely with the RSC's and vice versa. We are all on the same team, and when we get a customers landline, internet, wireless and TV, we've got them. They are far less likely to switch one service. We all benefit from that. Don't be afraid to ask people for their home number, or even the "best number to reach you at" if they aren't interested in buying today, but want information. And especially don't be afraid to call them back in a few days just to say hi and ask them if they have any other questions. I have yet to have a customer get mad because I called to check in with them. In fact, I have made several sales this month that way. They have thanked me for following up and helping them.

Posted by: kbright1892

Quote:

Originally Posted by stlsingledad

You sound exactly like our RSC as far as the way she handles things. It's great when we're busy because she'll take care of problems and bill pays. Now, if I could just stop having to hear about her past career as a stripper, her constant *****ing, and her dumb kids, it'd be great.

Posted by: stlsingledad

I don't suppose she has any pictures to go with the stripper stories? LOL Oh wait...HR Inappropriate. Slap my hands.

Posted by: ivwshane

Quote:

Originally Posted by stlsingledad

Generally, when all the RSC's have customers and the line is starting to form, I will greet everyone coming into the store and ask them to sign in. At that point I introduce myself as the "home solutions guy", and quickly say something like "I can help with High Speed Internet, ATT/Dish Service and home phone needs." I then let them know that if they have any needs or questions with home needs I am available to help them while they wait. If they decline, I then ask what specifically they came in for. If they are just there to pay a bill, buy a charger, buy a case or see if they are eligible for an upgrade, I take care of it. If they are eligible for upgrade, I then tell them they can browse the phones until one of the wireless experts is available for them.

If they are needing to activate, add a line etc., when I ask them at the sign in, and they decline my pitch, I let them know a wireless guy will be with them as soon as possible and move on.

If, when greeting them, they have a problem with their phone, I will take a look at it and about 99.9% of the time I can fix the issue, get them the number for XBM or insurance etc. During the time I am working on their phone I will ask about who they have for Internet and TV, ask how their service is, and give a soft pitch for the benefits of us over cable, since that is usually the case. Some already have our home services so I tell them they are covered, and take care of their phone issue and get them on their way.

The benefit of doing the greetings and introducing myself and sorting the crowd is several fold. First of all, I do find a lot of prospects for home products and that leads to sales, sometimes while they are waiting for the RSC. If nothing else, it establishes their interest and I give them the info they want and add them to my follow up list. That list is my bread and butter. I make callbacks every day and that has built sales. Also, by taking care of bill payments, accessory sales (which I generally credit to the RSC's), SIM card replacements etc., etc., I save people from waiting for an RSC to do something that takes very little time and generates no income for the RSC anyway. That makes the customer happy, and it makes the RSC's happy as they talk to the paying customers instead of the non paying ones. In turn, the RSC's are more than happy to start the sales process for me with the customers they take out of line before I get to them.

If there isn't a line, I let the RSC's greet as normal, then as they work with the customer, I take the customer's address off of the RSC's OPUS screen, qualify them for service, and if it's available I alert the RSC to that fact. When they are done with their sale, they will do a soft pitch and introduce me as the home expert and let me go into our services. If they aren't eligible (lots of HSI holes in this area) I also alert the RSC to that so they don't do any pitch.

Hope this isn't getting too long. But let me summarize just a couple of things. HSC's need to work closely with the RSC's and vice versa. We are all on the same team, and when we get a customers landline, internet, wireless and TV, we've got them. They are far less likely to switch one service. We all benefit from that. Don't be afraid to ask people for their home number, or even the "best number to reach you at" if they aren't interested in buying today, but want information. And especially don't be afraid to call them back in a few days just to say hi and ask them if they have any other questions. I have yet to have a customer get mad because I called to check in with them. In fact, I have made several sales this month that way. They have thanked me for following up and helping them.

Awesome!!

Would you like to transfer to my store?

Posted by: stlsingledad

California here I come. LOL

I don't think it's an isolated problem you are having. In our market there are a handful of HSC's doing well, and the rest seem to be just hanging on. One of the guys went with me to the same training class and he really hasn't produced anything. We had a series of training sessions here for all of us after I got back from training, and the one thing I kept hearing was how the RSC's ignored the HSC's and would tell them not to be looking over their shoulder to qualify etc. BUT....when I asked the HSC's who were complaining about that what they did after talking to waiting customers, they basically would just walk away from the customer if they weren't interested, and leave them in line. They didn't do anything to help the customer with the simple problem or question, or help the RSC's kill the line.

One of the unique things about this position is that it can be kind of a "step-child" position in the wireless store. Maybe your HSC is feeling that as well, that because customers tend to come in for wireless and don't automatically buy home products, that they really are just wasting time. She needs to realize that we are playing a numbers game. The more people you talk to and introduce yourself to and give any kind of pitch to, the more you will eventually sell. And, you have to work the numbers from your contacts yesterday, the day before, and last week or month to build the sales.

So when are you sending the tickets to California, eh? LOL

Posted by: ivwshane

Give me your cuid and I will make it happen

Unfortunately our HSC knows zero about the wireless part. We have had meetings and everyone has agreed to help him anyway we can (including looking over the shoulder type stuff) but nothing has changed.

I think the way to success is all in the greeting and I think you have the right approach.

Let me ask you a more personal question though; What type of person are you? Shy, outgoing, talkative, quiet, loud? Our HSC is quiet and not very outgoing and I think thats part of the problem.

Posted by: stlsingledad

I would agree with that. Shy quiet people don't usually make the best sales people. Although there are exceptions. I am a talkative, outgoing person, but I also have a lifetime of "people" work. I managed restaurants for 10 years, and when I was hired at AT&T I was working for a rent to own company as sales manager, and as one of the collections guys. Yes, I was the guy who would talk you into buying that big screen TV and paying three times its retail price for it, then beat down your door when you missed a payment. LOL So I'm used to dealing with rejection and anger, and learned how to talk my way out of problems with customers and leave them happy. Working the sign in and the line for me is just a different version of handling seating in a restaurant with a line out the door.

Have your RSC's involved the HSC with customer service issues? Or is he even interested in the wireless side? I knew a lot about wireless just from being a HoFo'er for several years because wireless was a hobby for me. But I also watched the RSC's diagnose problems and I asked a lot of questions about why they did some of the things they did with phones, and about policies etc. I'm also not afraid to ask them a quick question if I'm dealing with something I'm not sure of.

Posted by: jflore02

STL...It sounds like you are doing well and being proactive with your time. I have found that it is all that is required to do well as an HSC. It appears that most HSC's have been making excuses NOT to SELL rather than getting out there and talking with customers about the fact that we DO offer other products besides wireless. I have learned that if we choose to be a "bump on the log" all month, sitting and waiting for a sale to magically appear at the door , all we are doing is settling for an average paycheck. This pertains, ESPECIALLY to the HSC's just coming on board. There is HUGE money to be made just by exceeding the *petty* goals they have set for you in the first 6 months. My attitude is "BLOW IT UP" while you can, before they "punish" us for *doing well* and make quotas harder to attain , like they have with RSC's (comp structure, recently). That day will come for us too, I am sure, so I am going to get ahead while I can!!

Posted by: stlsingledad

Well being proactive keeps things a lot more interesting. And, by staying busy with my own stuff I don't have to listen to as many customers crying because they can't get a free phone when they broke theirs 4 months into the contract. LOL

We are actually at a point now, in our market, where they have trained the RSC's to sell home products. They are now evaluated on whether or not they mention the home side, and while they don't have personal quotas yet on the wireline side, I see it coming. The only quotas are now "team quotas", meaning the same thing I had alone, but now anything sold by anyone counts toward it. An RSC who makes a wireline sale gets a spiff for it etc., but I also get credit for it as the HSC. We had thought that they would make us all "universal" reps when they did this, but for now, in our region, the HSC is still the HSC, because we've lit up the market with sales. I find myself now doing more team work among the RSC's on the wireline side. I will qualify customers for them, handle problems with Realtime (which are many), fill in gaps in their information and presentation, and generally do anything I can to help them make the sale. Instead of being the "guy who knows that stuff and can get you set up", I'm now the "guy who knows that stuff and can get the sale closed". If you get the difference.

Posted by: jflore02

So, if you don't mind me asking, STL, how do you feel about the new comp structure being based off of the revenue of the store now? I am just curious because some HSC"s have a problem with it because it puts the guarantee now "at risk", not to mention, they have increased the quotas for home solutions in stores by a grand margin in our market. I am ok with that, since now we will make more on that basis alone plus our accelerator potentials but I am just curious how it is affecting others. By the way, it sounds like you are doing well at the job, keep it up!

Posted by: stlsingledad

The new comp structure really doesn't bother me, as long as it works like they say. I'd rather be able to see exactly what I'm being paid on instead of seeing the "at risk" plus a lump manual adjustment. Yes, the new structure does finally put the at risk actually at risk, but hey, that's sales. You sell, you make money, you don't, you don't. As far as having a store or team goal, I don't mind that at all. All the RSC's here love selling the wireline side. It's easy money for them now that they know it. And everytime they sell a DSL, we're one closer to the quota and the multipliers too. The only adjustment we've made for the new comp is I will handle all video, since I have an individual quota on that.

In 6 months of doing this, I have had only one month where we missed quota. In October I was 150% of DSL and just past 100% on video. U-verse is supposed to launch here within the next 60 days, so I'm not too worried about opportunities. We already have a waiting list for that. Plus, they just lit up a whole new area for DSL near us. My retail manager and I spent the day putting door hangers up earlier this week in that entire area, and we've already seen sales from that.

Now, if only we could get Realtime to get their heads pulled out life would be good, for now at least.

Posted by: jflore02

STL, you are certainly ahead of the game in this! Good for you! It is so refreshing to hear an HSC who understands thier job description and knows how to keep the team motivated( as well as themselves!) I am fortunate to be in a market area that already has Uverse lit up in several places, so I have been selling it. It is easy revenue, but then again all of the video/media sales are. I work along side with another HSC as well, and she is very excited about selling uverse. The only snag we have run into has been the credit classes, because a medium to high risk will require a credit card on file, CREDIT CARD ONLY that is, no debits. We have lost about 3 sales this month because of it. Dish , on the other hand, WILL accept a debit card. I am curious to see how the comp plan pans out this month but we have already decided to be ultra-aggressive and to go after the multiplier. Why not?

Posted by: stlsingledad

Sounds like you're on the right track too. Since I'm still waiting on U-Verse, I am not aware of the issues yet, but I will keep the credit card thing in mind. I'm sure I'll find out all the issues soon enough as well.

As far as being aggressive, hell yes! It's the only way to make it in this business. Even the RSC's at my location demonstrate that. We have a couple who just show up and do the bare minimum, and it shows in their numbers, big time. The ones who go after sales are all doing well. As an HSC, it's even more critical to be aggressive. I have two apartment complexes who put my flyers in with all new resident paperwork, along with the doorhangers in new areas. Anything to keep my number out there. If they're gonna offer multipliers which to me is free money, I'm gonna go after it. I'm not a non profit type of guy. LOL

Posted by: tomtheguitarguy

How does this work if the store is not in an AT & T serviced area (i.e. Verizon is the landline carrier in the area, not AT & T)? Can someone still get DishNetwork from the ATT Wireless HSC or other products? I know that if I go online and put in my zipcode, I'm not eligible for DishNetwork Service from AT & T, although I could order Dish through DishNetwork.

Thanks!

Posted by: stlsingledad

Quote:

Originally Posted by tomtheguitarguy

How does this work if the store is not in an AT & T serviced area (i.e. Verizon is the landline carrier in the area, not AT & T)? Can someone still get DishNetwork from the ATT Wireless HSC or other products? I know that if I go online and put in my zipcode, I'm not eligible for DishNetwork Service from AT & T, although I could order Dish through DishNetwork.

Thanks!

If you are not in an AT&T serviced landline area, you can't get any of the products.

Posted by: tomtheguitarguy

Thanks. So does that mean that AT&T stores that are not in an AT&T service landline area don't offer those products and have no HSC? or they are offered, but only to the folks who can qualify for them?

Thanks.
tomtheguitarguy

Posted by: stlsingledad

Quote:

Originally Posted by tomtheguitarguy

Thanks. So does that mean that AT&T stores that are not in an AT&T service landline area don't offer those products and have no HSC? or they are offered, but only to the folks who can qualify for them?

Thanks.
tomtheguitarguy

We have a store in our area that is out of landline area and they don' thave an HSC. I think that's normal. However, the reps can still offer it to those who live over the line in AT&T landline area.

My store is actually just a few miles from the line where a different landline company takes over and I have a lot of people in who want our service, but can't get it because they live across the line.

Posted by: tomtheguitarguy

Quote:

Originally Posted by stlsingledad

Oh, I see. Thanks.

It's too bad in a way, as I have a few people that would actually switch to DishNetwork if I asked them to (I'm the tech "guru" - LOL - amongst us), but we live in a Verizon landline area, and I'll be in an AT & T store within that Verizon landline area.

Thanks a bunch for the info!