vB Easy Archive - Is Stan trying to get rid of ROLLOVER?

Pages: 1

Is Stan trying to get rid of ROLLOVER?
(Click here to view the original thread with full colors/images)

Posted by: MrDumbDumb

Is Stan trying to get rid of rollover minutes? All I hear about is push push push UNITY... what the heck!!! Yeh, we get a nice little perk from it but one of our Cingular advantages is rollover and you can't mention that as a benefit if ten seconds later you talk about Unity or where you work and how great your FAN account is and then tell him well I'm gonna have to take that away from you because I need to sell you Unity. Everytime I sell a Unity I feel like I'm losing a customer. He isn't going to come in the store and complain about his service and supposedly we are not going to be allowed to call up wireless users under ROCCS who have Unity. I love my customers and feel like I am selling my customers off to ATT landline for 20 bucks. I don't think it's worth it.

Posted by: lowkey16

but an even bigger competitive advantage is to be able to say that you can call 100mil people for free...how many people actually use rollover? almost none, so we're offering them something that could possibly lead to them lowering their rate plan. while at the same time with unity they are bundling their services...it is a very well known fact that customers that bundle their services create far less churn than those that don't. yes, the fact that customers with a FAN account lose their discount if they choose unity sux and is something that needs to be changed...but unity has rollover beat. by the way, from what i hear roccs is gone for good anyways

Posted by: blessd24

I got an email today saying ROCCS is back on. They just had to clean up some problems with it.

Rollover is a big draw for Cingular. Even if people don't use them alot they feel a lot of security in just having it.

Posted by: lowkey16

sure rollover is a big draw, but the more people are finding out about unity...the more they realize that it's a gain over having 6000 rollover minutes just sitting there

Posted by: Commission Cutt

lowkey16 must be in management, the only people that push unity plans are the managers. the reps all know it's a joke

Posted by: lowkey16

nope, i'm an rsc...but i'm smart enough to know that bundling services is best for the company no matter how you look at it. and is good for "most", not all customers. don't guess y'all have ever seen the charts with the churn % for those customers who only have wireless as opposed to wireless and home or wireless/home/tv. this is the future of the industry and if y'all can't see that you won't be a part of it...as the best way to ensure you keep customers is to sell them on as much as possible. and i'm sorry, i'm still not seeing what part of having 6000 rollover minutes sitting there doing nothing is better than actually being able to drop down a rate plan and save $20/month...which by the way most customers can do when going to unity

Posted by: NukuCamui

really? hmm, I was under the impression unity was a major flop.

Posted by: Commission Cutt

Im not overly concerned with churn, hopefully I'll be out of this business by the time my customers decide to go somewhere else

Posted by: lowkey16

i didn't say it hasn't been a flop...that's an entirely different discussion. but for the most part it's a flop for 2 main reasons: customers lose FAN discounts and you have to have unlimited long distance. i can see a time in the not so distant future where at least 1 of these problems is taken care of.

edit: actually i will make that 3 reasons...the third being reps don't do their job and try to sell it, i've got co-workers that never mention it as an option to anybody. too bad, it raised my commission a couple hundred bucks last month...their loss

Posted by: lowkey16

Quote:

Originally Posted by Commission Cutt

Im not overly concerned with churn, hopefully I'll be out of this business by the time my customers decide to go somewhere else

that's the dumbest thing i've ever heard, customers are choosing to swap companies everyday...if you're in the industry now it is affecting you whether you realize it or not

Posted by: Commission Cutt

actually Im great at what I do and my numbers speak for themself, I don't care about a few deacts from time to time. I'll let dorks like yourself who want to make a career out of this godforsaken industry worry about churn

Posted by: lowkey16

it's not just about a few deacts every now and then...it's every time a customer leaves there goes possibly up to 5 upgrades, which then leads to word of mouth as to why they don't like the company which in turn leads to their friends and family not becoming customers. churn extends a lot further and costs us all money. call me a dork if you want, fact is people like you take this same attitude to every job they go to and no matter how good your numbers are they could always be better.

Posted by: Jayden0606

Well... 100% of the customers that call into Business Care that request the unity plans, decide to keep the rollover plan as soon as one of my reps say, "Sir/Maam, you will lose your rollover" and get a response of "nevermind"

Unity isn't that great in my area as we do not have at&t landline. We use Verizon for phone service (landline)!

Posted by: lowkey16

Quote:

Originally Posted by Jayden0606

Well... 100% of the customers that call into Business Care that request the unity plans, decide to keep the rollover plan as soon as one of my reps say, "Sir/Maam, you will lose your rollover" and get a response of "nevermind"

that's for 1 simple reason, any good salesman knows that you don't focus on what the customer is losing. you sale the customer on what they're gaining, which in this case is great for people that live in areas with bellsouth or at&t landlines. as i said in my previous posts, unity isn't for everyone...but it can benefit every person in a market that has bellsouth or at&t landlines.
i could talk myself out of selling an upgrade if i focused on the fact that customers have to add media max to get the rebate on 3g phones even though i'm not in a 3g market...but instead i emphasize the great features of the phone. sure you have to mention that they lose rollover, but if you're good at sales you should be able to get at least half of those to go to unity

Posted by: Wide_opeN

I agree with both sides

From a doing your job standpoint, of course, offer UNITY like there is no tomorrow. However, when I was with BellSouth as an educated employee/consumer of the industry I knew the plan was GARBAGE from the simple fact that there is WAY TOO MANY requirements. Firstly having a landline, secondly having unlimited long distance, thirdly, no FAN, and lastly no rollover... HUH!?!??!

From a consumer standpoint, there is no way I would EVER sign up for UNITY and much prefer my Rollover. I don't even have a landline so it's not an option for me anyway. Thing is is I believe they're at this point in the game simply trying to see how many SUCKERS they can get to sign up for this foolishness (at least the way it stands now) and then when competition gets thick, or they see that they can't stem the losses on the landline side... they will remove some of those requirements, if not all and offer unity as an Pay Per add-on.

UNITY is for persons who work from home, or people who call others on there landlines a majority of the time. (I don't know about you all, but about 95% of the people I'm talking to are on their cell phones most of the time.) This is what AT&T knows, as stated before they're simply trying to see how many SUCKERS they can get to sign up for UNITY as is!!!

Posted by: oneaznriceboi

All unity really is an attempt to save the dying technology of landlines. Get the customer stuck in with unity for another 2 years and keep more land lines up and running. But really its a poor attemp since more customers have cell phones thand landlines. I have both Verizon and Cingular, why? Free calling to 110 million customers, beat that unity
Before I had a a job at Cingular I just had the base 450 from each carrier along w. fan discounts. My bills were less than roughtly $70 a month combined not including data. That is probaly less than what you are going to be paying a month for your landline w. all the requirements. Who has a better deal? I would say I do since I can be wherever and within reach. I had 900 mins to use to call all other people which is more than enough for all my other buddies, and I never used more than 400 mins a month. YMMV but you get the point.

Posted by: Jayden0606

Quote:

Originally Posted by lowkey16

It's about being a good salesman. I won't offer something I feel isn't worth it. Like the previous post, a lot of consumers don't even have landlines. Secondly, why would I want to lose my discount. Also even if you live in an area with at&t landlines, people you call outside of your area, probably won't. Also how ridiculous it's going to be to ask everyone, "Do you use at&t/bellsouth as your landline provider?"

Posted by: Ced91071

Quote:

Originally Posted by NukuCamui

really? hmm, I was under the impression unity was a major flop.

Trust me...............IT IS!!!!!!!!!!!

Posted by: lowkey16

Quote:

Originally Posted by Jayden0606

i have stated in several posts that this is not for everybody, if you would read instead of jumping to conclusions. no, it's not good for people on FAN accounts or for those that don't have landlines. but those that do have landlines it's an incredible deal and you can't deny that

Posted by: Jayden0606

Quote:

Originally Posted by lowkey16

I never jumped to any conclusion. You said "but if you're good at sales you should be able to get at least half of those to go to unity." I'm awesome at sales, that is why I am a Manager. I can probably get a lot of customers to go to unity, but I wouldn't want to. I see the numbers and unity does not work for normal consumers, it works for businesses. That's it! I see the numbers for customers that are in mainly bellsouth/at&t landline regions, and guess what, it's not working out for them either.

Posted by: MrDumbDumb

The only problem is that if you don't push UNITY even though you know that isn't in the customers best interest you will get fired...it's happened twice at our store in 2 months. I always mention UNITY first and don't mention rollover anymore unless the customer brings it up. ROLLOVER minutes are like skymiles to customers, it's sacred it's a badge of honor and I'm proud to help a customer with 23,459 rollover minutes who only uses 81 minutes a month and is on a 3000 minute plan!!!!.

It's taken me a while but the darn lightbulb finally went on the other night and the only people we are trying to please is our shareholders, plain and simple. If we were actually trying to please our customers 100% of the time we could easily have 100 million customers by now. But no I have to sell an outdated phone to this guy because he doesn't want any Cingular Video on his CU500 and if I turn off WIX to help him out I get my butt chewed out EVERY TIME!!! Every phone we sell should have unlimited internet and texting free for the first 60 days, UNITY should be included with every new activation over 79.99 without having to sign up for ATT long distance or even have BellSouth at home. We should be able to sell refurbished phones with a 90 day warranty in every store to customers on and as needed basis. I love this company but i really am sick and tired of kissing stock holder butt all day long just so I can buy Charmin instead of Scott tissue.

Posted by: psq86

Everybody knows that unity is just a way for AT&T to try and save a dying land line division. People are dumping land lines left and right to go strictly wireless.

Posted by: suthurnlatino

^^ Exactly

It is easy for us to see what a worthless feature Unity is in its current state but if we don't shove it down peoples throat you can get written up. I am in a Bellsouth/AT&T region so it is almost Quota here to get people on Unity. Most of the times we have like 15 checks but only 2-3 unities.

I almost had this one guy convinced on switching until his wife goes "WAIT BUT MOST OF THE PEOPLE WE CALL DON'T EVEN HAVE BELLSOUTH"

Posted by: lowkey16

Quote:

Originally Posted by Jayden0606

so you're telling me that the 20+ customers that i've had come back in after a month or so on unity and lower their rate plan or are now able to take earnly night and weekends off have received no benefit? it's not working to the point that they're saving $20/month? it's something that if they don't already have a landline with long distance i dont even attempt to sell it...but if they have both, why not?! at that point it's nothing but a benefit for the customer, which the majority of the older people in my area still have landlines and long distance because they've grown up with them for decades and feel it's a necessity to keep them.