vB Easy Archive - Oh man, this guy was CHEAP

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Oh man, this guy was CHEAP
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Posted by: oneaznriceboi

Guy comes in and tells me he wants an upgrade, and I go sure lemme take a look at your account, I pull it up and sure enough it has a special note, get this it says " Watch out, Customer wants $500 in bill credits due to dropped calls, already credited $100, do not credit anymore". Now I am just thinking to my self
!@#$, if you get so many dropped calls why aren't you in a Sprint store? I let him know he is eleigible, guess what the first words that come out of his mouth are, you guessed it "Which phones are free". I let him know that we don't have anyfree phones and that the cheapest one we had wa $19.99. He looks at me says "No free phone?" all surprised. He says theres free phones on Cingular.com, of course their out of date and old technology. EIther way he settles on the LG Cg225, hmm great phones for dropped calls right? I ask him if he would like a case and or car charger. You guessed it, for free? I was about to sock him and I wanted to tell him that your !@##ing upgrading an add a line with no features, I could care less about you. I just say flat out NO. If you were an acto or gettina a PDA phone we can tlalk about some type of discount. Bithces about the upgrade fee, and I just couldn't wait to get him out of there. Finally got him out, and you guessed it another cheap customer comes in. Wants to add a line, but I guess $20 is way to much for a phone these days. Wants to go to Cingular.com for a free phone. Sometimes I just hate having that website that is screwing us over in actos. I broke it down for him, $20 over a 2 yr period is less than $2 a month, they are outdateed phones, doesn't care. And the way he said to me cingular.com has free phones made him sound like a snobby little *******.
Free phones have spoiled the industry for cheap people like these. No wonder we have the most customer complaints in the industry, if only they would spend some money to get a decent phone..

Posted by: suthurnlatino

Well for an activation I would have tried to pricematch something if they were about to walk out. For upgrades though it is a different story. Too many upgrades w/o features/accessories could get you written up.

Posted by: oneaznriceboi

Quote:

Originally Posted by suthurnlatino

Well for an activation I would have tried to pricematch something if they were about to walk out. For upgrades though it is a different story. Too many upgrades w/o features/accessories could get you written up.

The thing is that I already made my acto quota for the month, so I could care less about an add line since I only make $5 off it. If it was a family share line coming in to activate, then thats a different story. And I am already down in the pits for my accs. which I need to bring up desperately before the month ends.

Posted by: Phone Diva

And the way he said to me cingular.com has free phones made him sound like a snobby little *******. LOL!

True snobs dish out the bucks then look at you like "don't you wish you could have this much money?". If that guy was trying to be snobby, he failed!

Posted by: Isriam

The only problem with this is the fact most customers don't realize you're paid on commission. It pisses me off when I go in a store and the sales guys are trying to sell me crap. I have to explain to them that I'm not stupid, that I have a COU line, that I don't need a car charger.

Do you think people treat car salesmen any different? Cell phone is getting the same way. I'd love Cingular to treat phones and contracts like Cricket.

Posted by: gammite

Quote:

Originally Posted by Isriam

It pisses me off when I go in a store and the sales guys are trying to sell me crap. I have to explain to them that I'm not stupid, that I have a COU line, that I don't need a car charger.

i avoid this whole situation by telling them what is up when i walk in the door of any sales establishment.

and if i walk in at COR location i tell them immediately that i work for the company and i don't want to waste their time. works everytime.

Posted by: cingman66

Quote:

Originally Posted by oneaznriceboi

I let him know he is eleigible, guess what the first words that come out of his mouth are, you guessed it "Which phones are free". I let him know that we don't have anyfree phones and that the cheapest one we had wa $19.99. He looks at me says "No free phone?" all surprised. He says theres free phones on Cingular.com, of course their out of date and old technology. I ask him if he would like a case and or car charger. You guessed it, for free? I was about to sock him and I wanted to tell him that your !@##ing upgrading an add a line with no features, I could care less about you. I just say flat out NO. If you were an acto or gettina a PDA phone we can tlalk about some type of discount. Bithces about the upgrade fee, and I just couldn't wait to get him out of there. Finally got him out, and you guessed it another cheap customer comes in. Wants to add a line, but I guess $20 is way to much for a phone these days. Wants to go to Cingular.com for a free phone. Sometimes I just hate having that website that is screwing us over in actos. I broke it down for him, $20 over a 2 yr period is less than $2 a month, they are outdateed phones, doesn't care. And the way he said to me cingular.com has free phones made him sound like a snobby little *******.
Free phones have spoiled the industry for cheap people like these. No wonder we have the most customer complaints in the industry, if only they would spend some money to get a decent phone..

Multiply this X 100 and you have a typical week in this industry. There are countless threads on here dedicated to the cheap customer and all that is wrong with on-line sales. If Cingular really wanted to increase their reputation, they would shut down the web-site and make customers get off their lazy arses and go down to a real store. But then what would all the CS reps do for work without all the complaining customers?

Posted by: egale1

Quote:

Originally Posted by cingman66

What Cingular needs to do is have the same pricing at all locations. It is stupid that everytime I buy something, I have to check the corporate store, an agent store, regular online and premier. You never know who is going to have the best deal.

I would love to walk into a local store and give my business to them but not when I have to pay extra to do so. So I shop to get the best deal. It is Cingular thats working against you by offering lower prices online.

Posted by: cingman66

Quote:

Originally Posted by egale1

Preach on, brother!

Posted by: eimajuno

I get this all the time. Especially when a customer brings in another ad from another store and expects us to match the deal.

Posted by: blessd24

Quote:

Originally Posted by egale1

Amen to that.

Posted by: CA

Whew,

I saw this topic and thought you were talking about me!

Has anyone seen a customer pull out a PDA phone and check prices in front of them?

I did it at an auto repair shop, they blinked and then got pissed(defensive).

Posted by: Phone Diva

Quote:

Originally Posted by cingman66

In this day and age, shutting down a website like Cingular's is not an option. ALL carriers have websites and it makes it more convenient for many who can't take off from work in time to get to the store(or when they get off work, they have to pick up the kids, etc.), but need to take care of cellular business.

Posted by: Phone Diva

Quote:

Originally Posted by Sonix

Whew,

I saw this topic and thought you were talking about me!

Has anyone seen a customer pull out a PDA phone and check prices in front of them?

I did it at an auto repair shop, they blinked and then got pissed(defensive).

If I thought I was being ripped off, I might do that. Auto repair is iffy on who's honest and who's not. You gotta find a mechanic you can trust!

Posted by: Ced91071

Quote:

Originally Posted by egale1

CHURCH!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Posted by: MrDumbDumb

A 19.99 phone over the course of 24 months is less then a dollar a month. I always tell the customer that if he brings the phone back to me after 2 years I will give him a free case or car charger, they love it. My manager hates it but it's worth it, plus we have dozens of returned cases in the back, and I don't think it cost cingy more then 3 bucks a case.

Posted by: CA

Quote:

Originally Posted by Phone Diva

If I thought I was being ripped off, I might do that. Auto repair is iffy on who's honest and who's not. You gotta find a mechanic you can trust!

ha! Off topic but I have an Alldata subscription(online repair) so whenever an issue comes up I can see how to fix it and decide if I want to do it myself or how many labor hours it should cost. That's enlightening, but after the shock my mechanic treats me differentially! Recently a friend had an issue with a mass airflow in a VW and I told her to skip the shop and go to the dealer because the fix was free(well over $500.00)! So what I've learned is whatever the cost of data there can be a payback!

Posted by: hatebreeder

I work for an exclusive agent for Cingular ATT in the Sf Bay Area.
This happened my first week of commissioned work (a month into my employment).
I was about ready to close the store, it was 7:10, past closing time and I had forgotten to lock the door. Also, it was my first time closing by myself and I was still kind of scared of customers because I didn't know how to do anything by myself.
Customer comes in and says, I want to upgrade my phones. I tell him that we're closed but that I'll do it. Firstly, he turns out to be an old ATT customer and I need to do this as a MIG (a pain in the ***). Secondly, I have to inform him that there are 18 dollar upgrade fees on both of the lines that we are upgrading. This is where the *****ing starts. I also tell him that we will have to change his rate plan. Everything is going semi-smoothly for a customer who is complaining to me after every word I say. Now.. by this time I have completed both of the Migrations. And the customer says..... I want 20 dollars off each phone and free car charger and handsfree for both.
I say no.
He says to return everything, and I tell him that I can't. [At this point I'm flustered and I don't know what to do.] 15 minutes of arguing, and even me calling my regional manager and her not picking up, I discount everything to how much he wants it.... 80 dollars of free accessories and 40 dollars off phones.

I take his money, and I go home, waiting to get fired the next day.

Turns out, (somehow) that was a sale which commissioned me 50 dollars, and I only got in trouble because I neglected to put his name on our receipt.

The moral of this story is: make sure that you know exactly how much you will be making off of this sale before you let the customer boss you into their terms.

Posted by: ivwshane

Quote:

Originally Posted by egale1

But that would go against their corporate policy of taking care of the customer....err wait...nevermind.

Posted by: suthurnlatino

Quote:

Originally Posted by hatebreeder

I work for an exclusive agent for Cingular ATT in the Sf Bay Area.
This happened my first week of commissioned work (a month into my employment).
I was about ready to close the store, it was 7:10, past closing time and I had forgotten to lock the door. Also, it was my first time closing by myself and I was still kind of scared of customers because I didn't know how to do anything by myself.
Customer comes in and says, I want to upgrade my phones. I tell him that we're closed but that I'll do it. Firstly, he turns out to be an old ATT customer and I need to do this as a MIG (a pain in the ***). Secondly, I have to inform him that there are 18 dollar upgrade fees on both of the lines that we are upgrading. This is where the *****ing starts. I also tell him that we will have to change his rate plan. Everything is going semi-smoothly for a customer who is complaining to me after every word I say. Now.. by this time I have completed both of the Migrations. And the customer says..... I want 20 dollars off each phone and free car charger and handsfree for both.
I say no.
He says to return everything, and I tell him that I can't. [At this point I'm flustered and I don't know what to do.] 15 minutes of arguing, and even me calling my regional manager and her not picking up, I discount everything to how much he wants it.... 80 dollars of free accessories and 40 dollars off phones.

I take his money, and I go home, waiting to get fired the next day.

Turns out, (somehow) that was a sale which commissioned me 50 dollars, and I only got in trouble because I neglected to put his name on our receipt.

The moral of this story is: make sure that you know exactly how much you will be making off of this sale before you let the customer boss you into their terms.

Migration are more like migraines! That deal would never fly at my COR store. It is a pain getting manager approval to even let one free car charger sometimes for an activation on 59.99 + MRC / Data plans! Plus, I would never get fired for any customer.

Posted by: cingman66

Quote:

Originally Posted by hatebreeder

Firstly, he turns out to be an old ATT customer and I need to do this as a MIG (a pain in the ***).
Secondly, I have to inform him that there are 18 dollar upgrade fees on both of the lines that we are upgrading.
And the customer says..... I want 20 dollars off each phone and free car charger and handsfree for both.
I say no. He says to return everything, and I tell him that I can't. [At this point I'm flustered and I don't know what to do.] 15 minutes of arguing, and even me calling my regional manager and her not picking up, I discount everything to how much he wants it.... 80 dollars of free accessories and 40 dollars off phones.

The moral of this story is: make sure that you know exactly how much you will be making off of this sale before you let the customer boss you into their terms.

First off, migrations are simply upgrades which require new plans...shouldn't be that big of a pain. Secondly, there is no upgrade fee for migrations...it is automatically waived. Someone should have passed along that little tidbit of knowledge...might have helped to lower your stress level that night.

As for the customer asking for money off the phone AFTER you've started processing the deal...that's your first lesson in sales. Don't start processing anything until you've come to an agreement with the customer on price. Nothing worse than getting to the end of a deal only to realize that you've miscommunicated with the customer over price...you almost always lose the deal at that point. It sounds like you did a pretty good job overall, though...don't let it bother you. Your last statement was very astute--always know what you are going to make--that keeps you in control of the situation.

Posted by: ivwshane

Quote:

Originally Posted by cingman66

Especially on a migration because from what I can tell, once you go orange there is no way in hell you are going to get that blue plan back.

Posted by: duddy

Could be worse.

I have worked 50 hours in the last 2 weeks and haven't sold one single phone or feature!!!!!!!!!

Everytime we get a customer, which is rare in itself, they have a friend with them that tells them that they should just go to Wal-Mart because they have alot of free phones.

I'm pretty sure our store is about to shut down. We didn't even order any phones this week because we STILL have the the same phones from 2 weeks ago.

We did sell 1 N75 last week but the guy returned it yesterday and got a refund.

I live in a small town so my job options are extremely limited. Seriously, it's a Wal-Mart town.

I'm heading down to the Worksource tomorrow to hopefully find another job. I have my first child on the way and my current pay cannot support my family, especially when my commision checks are $0.00

This could get bad, I might have to move to find a better job.

Posted by: cingman66

Quote:

Originally Posted by duddy

Everytime we get a customer, which is rare in itself, they have a friend with them that tells them that they should just go to Wal-Mart because they have alot of free phones.

I'm pretty sure our store is about to shut down. We didn't even order any phones this week because we STILL have the the same phones from 2 weeks ago.

I live in a small town so my job options are extremely limited. Seriously, it's a Wal-Mart town.

This could get bad, I might have to move to find a better job.

This articulates my point exactly--with Walmart in town, jobs are limited to the crappy ones they offer, and decent people have to consider moving just to make a living. So, how does that cheap pricing for consumers sound now?

Posted by: CA

Quote:

Originally Posted by cingman66

Just a tad bias!

It will be interesting now that Walmart is selling Dell computers and Skype phones to see these poor and uneducated people buying computers and talking to people instead of spending their money on overpriced salesmen.

Not all, of course, but for the ones who don't have the cash for the full meal sales deal it can be a blessing or rather a means to an end.

There is an Eb and flow, yin and yang, to everything.

Posted by: The Champ

Quote:

Originally Posted by suthurnlatino

Well for an activation I would have tried to pricematch something if they were about to walk out. For upgrades though it is a different story. Too many upgrades w/o features/accessories could get you written up.

Is that true? You can get written up because a customer wants an upgrade with no accessories or EXTRA features added?

Posted by: cingtd

Quote:

Originally Posted by The Champ

Is that true? You can get written up because a customer wants an upgrade with no accessories or EXTRA features added?

I am certain it is a store by store basis and at the discretion of the store manager.

Posted by: SoCal91302

Quote:

Originally Posted by The Champ

Is that true? You can get written up because a customer wants an upgrade with no accessories or EXTRA features added?

If enough do this, you can actually get fired. COR has quotas to meet.

Posted by: The Champ

That's some crazy stuff...

So is it better to take the upgrade with no acc. nor features, or not accept it?

Posted by: VanessaAmber85

Well we go throught this everday.. ignorant people are cheap they just dont realize they get chephone expect them to last dont get insurance and get mad when when they have 1 year left no phone unless the pay the one year price or find and old cingular phone......... Lets just be real ..... Chep people kill me
I want a blackberry
Well Why
Becasue its a Black Berry

Posted by: suthurnlatino

Quote:

Originally Posted by The Champ

That's some crazy stuff...

So is it better to take the upgrade with no acc. nor features, or not accept it?

You still get paid but it will drop your overall Features per opportunity (activations + upgrades total) and accessories per opportunity. Corporate employees have quotas to reach (minimum numbers they have to meet). In a COR store this will ultimately get you written up and if you get written up for under performing for 3 months you will probably be fired. So yes it is better for you not to take the sale sometimes when is a scenario such as this.

Posted by: cingman66

It's not just COR...Agents have quotas, too (although not as ridiculous as COR), and we would rather walk an upgrade (one with no features/low plan/low GP) than take the crappy deal. It's unfortunate, and just another sign that Cingular...er ATT does not give a damn. They should pay us the same for upgrades as they do for new lines...base the commission on overall customer revenue (rate plan + features), not new vs. old customer. But now you know why my signature includes a guy beating his head up against the wall...

Posted by: Fresh-Popcorn

Quote:

Originally Posted by Sonix

Whew,

I saw this topic and thought you were talking about me!

Has anyone seen a customer pull out a PDA phone and check prices in front of them?

I did it at an auto repair shop, they blinked and then got pissed(defensive).

If your going to do that kind of stuff you better off asking him/her that you will be right back, I need to discuss with a friend/wife/family member or whoever and walk outside and do your searching. Not right in front of a mechanic, salesman or whomever.

I am a small business owner and I get cheap arses all the time and it gets me steamed when someone asks a price and then calls a competitor right in front of my face, worse yet they ask you if you know the number to said competitor.

I walk away from them and help another person ignoring the rude customer.
My time is too precious to deal with cheap customers and its not worth the added stress.

Posted by: CA

Quote:

Originally Posted by Fresh-Popcorn

Understandably you misunderstood my use of the net so I'll give you an example of how it has worked for me.

Quote:

Lets say im in a shop and the service writer tells me what is wrong. I simply go to my Alldata subscription and after looking at it I start out by saying...Ok I see whats involved and I do see it calls for 2 hours labor and the parts list for xxxx, what would your price be?

Usually after going through that it tends to level the give and take, and believe me it is a two way street. The part some sales reps sometimes forget is if both parties are happy it's a great deal and a good day! If I were to do things behind their backs it creates animosity for both of us, and therefor a waste of both of our times.

Quote:

I am a small business owner and I get cheap arses all the time and it gets me steamed when someone asks a price and then calls a competitor right in front of my face, worse yet they ask you if you know the number to said competitor.

Please don't misunderstand me I mean no malice, but that part kind of bothers me. If everyone that walks through your doors isn't an opportunity and in fact are arses something got them that way. You have an opportunity, if you dare, to turn things on their ears by explaining what you can do for them as opposed to "sealing the deal"

Posted by: Wonwad

$50 is too much for a phone that you will depend on for at least one or two years, but $60 for a Xbox 360 game that your kid will put away in one month is definitely ok. Most of my customers are zombies...

Posted by: Fresh-Popcorn

Quote:

Originally Posted by Sonix

I've been in the retail business 20 years and in my work (not cellular related) I can assure you that there are people you can never ever satisfy.
When I mean asses I don't get the ones that I hear on this site. They don't come in and demand anything, they don't come in mad already saying this is broken or this doesn't work etc.

You actually have to hear them out and know by their replies and questions what kind of customers they are.
Experience is important to knowing them.

My company is known in my town for being customer service oriented and friendly but the cheap asses don't care. All their looking for is the cheapest things they can find and will usually try and make a scene or say things to other customers in the store to make me look bad if they don't get their way. They will buy a item (cheapest tool), wreak it by using it the way its not meant to be or not buying the proper one that costs a few bucks more and then return it saying this one is defective.
These are the people that will say "this store has it for $xxx" but what they fail to tell me is that they never have it in stock. Usually another customer will tell me the not in stock part later.
These are the people that will drive 10 miles out of their way to save a few pennies but burn up $5.00 in gas.

I believe a retired Chrysler CEO wrote a book about 10 years ago or o and said in his book, "The customer is not always right"

I stand by that 100%

I have the luxury to pick and choose my customers but I know many in the cellular industry who work in Corp do not have that.
Sometimes I feel for them.

Posted by: streamlinecraig

Does any body run POSII.com, or work wireless? If so, share the horrible story's about it, I would love hear them and relate.
-Craig
Twins Cities MN Market.

Posted by: CocheseUGA

So, the Moto L2 is a outdated phone?

Posted by: suthurnlatino

Very, the L7 is being discontinued in my market.

Posted by: CocheseUGA

Interesting. Was hoping to upgrade my wife's LG for free or thereabouts with no rebate.

Posted by: Wonwad

Upgrade for free to the 6126.

Posted by: jedi7997

I feel for most of you guys after reading your posts. I worked retail for a few years and now I work in healthcare which is exactly the same. People ***** and moan regardless. Some people think the louder they are the more they will get for free.

Posted by: woodchuck69

Quote:

Originally Posted by jedi7997

I feel for most of you guys after reading your posts. I worked retail for a few years and now I work in healthcare which is exactly the same. People ***** and moan regardless. Some people think the louder they are the more they will get for free.

I can't readily agree. Coming from a background in professional sales, it seems that a majority of the reps I have met are merely order takers that have either a) never been taught proper sales techniques or b) got a 10 minute class and forgot everything they knew. There is always a way to overcome objections, especially when dealing with fixed price plans and durable goods. It's more of a challenge when dealing with a customized product or trying to sell an aesthetic concept. The cheapos can be turned into upsells quit easily with a little rapport and verbage. Nobody about throwing money at someone who is there to simply take an order. Start out with a Brian Tracy book or something similar, it's quite easy to get the hang of it.

Posted by: ivwshane

Quote:

Originally Posted by woodchuck69

Exactly.