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Originally Posted by Sonix
Sometimes a sales job isn't a sales job.(~Sigmund Freud)
 Maybe she just wanted a charge? Hold the fries. |
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Originally Posted by OffTheHorseCEO
well, seems like we got in trouble last time. lets try again except maybe this time we'll focus more on the action and less, if at all, on the person.
we should only say customer and not give details about nationality, cultural background, gender, age, etc. if anyone can be offended by it lets not take the chance. ************ today: i just had someone come in and ask me for a "chip" i asked why they needed it only to make sure they knew what they were buying, they replied the phone showed emergency calls only, i opened it up to find NO sim card in it at all. so i said ok it'll be 25 dollars for a replacement sim. i proceeded to ask for the name and number on the account as well as the ID. this is where the person said. o actually id like to get a new number, the phone was in my significant others name but they upgraded so id like to just get a new sim for this phone so i can start talking. of course i explained that a new line would need to be activated not just a new sim card. the person became confused and asked why i just couldnt sell the sim card and put a phone number on it..... |
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Originally Posted by OffTheHorseCEO
of course i explained that a new line would need to be activated not just a new sim card. the person became confused and asked why i just couldnt sell the sim card and put a phone number on it.....
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Originally Posted by xbox360gamer
$25 for a sim card? good God, talk about highway robbery!
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Originally Posted by cingtd
Main reason for that is to discourage customers to constantly come asking for free SIM cards for no good reason. There is a cost (albeit very minimal) of any product. The first SIM card replacement might be free but after that, no guarantees.
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Originally Posted by SmokinTrickster
Your not paying for the sim card with that 25$. Your paying the saleries of all the customer service reps who have to spend time on the phone, and all the agents in the stores across the country, who have to troubleshoot and then swap out sims for people who put in the wrong security code in their phone and then want to know "What's the PUK code?"
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Originally Posted by classylady78
People looking for cordless phone batteries. We had an older guy come in yesterday with a really old cordless phone. He wanted to buy batteries for it. We told him that we just sell cell phones and some of the batteries for them (which is an understatement) and my mgr even told him a place he could go buy batteries for is cordless phone. He stood there for a few minutes in disbelief, like we were lying to him!
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Originally Posted by aj&t
The other day I had an iPhone customer come in... Purchased the phone at an Apple store and ported in from Verizon. He wanted to have his contact swaped from his Verizon phone to the iPhone. Now our Cellebrite machine is horribly out of date and doesnt support any of our more recent phones let alone the more recent phones of competitiors. I told him our machine doesnt support the iPhone. He then proceeded to go on a tirade asking things like....
"Is this AT&T" I reply yes. "Isn't AT&T the exclusive provider of the iPhone", again I reply yes. I then explained the situation with the Cellebrite machine and apologized for the inconvinence. Customer then starts to laugh and goes on a tirade about being denied service and how can we sell a device like the iPhone and not service it. I told him regardless we do not service iPhone and that only Apple stores can and do. He then became even more irrate, repeated his tirade, asked me to repeat this on a video camera... I declined. He started to swear and walked out. THANK YOU FOR VISITING AT&T AND HAVE A NICE DAY! |
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Originally Posted by aj&t
The other day I had an iPhone customer come in... Purchased the phone at an Apple store and ported in from Verizon. He wanted to have his contact swaped from his Verizon phone to the iPhone. Now our Cellebrite machine is horribly out of date and doesnt support any of our more recent phones let alone the more recent phones of competitiors. I told him our machine doesnt support the iPhone. He then proceeded to go on a tirade asking things like....
"Is this AT&T" I reply yes. "Isn't AT&T the exclusive provider of the iPhone", again I reply yes. I then explained the situation with the Cellebrite machine and apologized for the inconvinence. Customer then starts to laugh and goes on a tirade about being denied service and how can we sell a device like the iPhone and not service it. I told him regardless we do not service iPhone and that only Apple stores can and do. He then became even more irrate, repeated his tirade, asked me to repeat this on a video camera... I declined. He started to swear and walked out. THANK YOU FOR VISITING AT&T AND HAVE A NICE DAY! |
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Originally Posted by OffTheHorseCEO
...a guy went into an at&t store the other day tryin to exchange a Nokia N75 with a failed flash...
when the employee called him out on it he basically said "naw its ok dawg i work for at&t see" and showed his badge ... |
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Originally Posted by OffTheHorseCEO
...a guy went into an at&t store the other day tryin to exchange a Nokia N75 with a failed flash...
when the employee called him out on it he basically said "naw its ok dawg i work for at&t see" and showed his badge ... |
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Originally Posted by OffTheHorseCEO
...a guy went into an at&t store the other day tryin to exchange a Nokia N75 with a failed flash...
when the employee called him out on it he basically said "naw its ok dawg i work for at&t see" and showed his badge ... |
| My Co-worker helped a lady about a month ago who had a really old Motorola Phone( Can not remember the model at all). She was looking for a car charger for said phone and when we look and inform her that we would no longer carry the chargers for that phone anymore but that we would be more than happy to offer her a free upgrade( extra 50 bucks off according to her upgrade offer) and get her a much better upgraded blah blah blah... she then looks at my coworker and sais, "well you're about as usefull as a bag of rocks" and storms out.. beautiful.. |
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Originally Posted by classylady78
But even if your cellbrite machine would do it, there is no GUARANTEE the contacts will transfer. Customers always look at me like I am nuts when I tell them that I will "try" to get their contacts moved from one phone to another. Sometimes the machine will not do it (for one reason or another). |
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Originally Posted by Sonix
Sometimes a sales job isn't a sales job.(~Sigmund Freud)
Maybe she just wanted a charge? Hold the fries. |
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Originally Posted by JP Whoregan
And maybe you're just a troll in these parts...
how about leaving the wireless sales discussions to the wireless sales people...we really could do without your wise-*** comments when it comes to situations that you know nothing about. Perhaps the sales consultant recognized the fact that said customer was not going to be able to find a charger for an old phone that was no longer on the market, and offered the customer a better solution to their quandary, so they wouldn't spend all afternoon roaming around town and the interweb looking for a charger that doesn't exist anymore. Thanks, but no thanks, your comments are utterly useless. |
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Originally Posted by Sonix
Back the bus up it took a webtard 5sec. to do what a pro can do. You never know what making a friend can do...it's a leap.
http://www.cellphoneshop.net/formotorola6.html |
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Originally Posted by OffTheHorseCEO
guy just came in tired of his "POS $20 phone" c168(?)
he wanted a new phone but did NOT want a new contract or an extended contract. so i told him his only option was retail pricing i proceeded to show him phones and he stops at the v3xx. him:129 huh... me:yes sir with a new contract or upgrade him:i told you i dont want no new contract. me: in that case you'd need to pay the "no commitment" pricing. him: which is? as i point to the no commitment pricing he literally jumps back as if he was about to get bit by something. he was like "o **** thats high" |
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Originally Posted by BillPinga
I told him it was 611 from his phone and to have a nice day.
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Originally Posted by ludetypes98
customer: you mean I have to buy a phone? that's ridiculous! I've been with you guys for xxx years. I should get any phone free. I'm going to verizon.
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Originally Posted by MobileAddict
Ok see ya! Then they look at me in suprize because im not going to offer them some amazing deal. I dont even mess with those people anymore.
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Originally Posted by JP Whoregan
I don't even know why ATT actually "wants" those types of customers. They cost more money to keep than the revenue they generate. Recent studies have shown that, when it comes to large corporations, the costs associated with keeping the bottom 30% of your customers "happy at all costs" can actually wipe out the revenue generated by your top 30%. Forget where I read it, but for some reason it stuck with me because I found it rather amazing.
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Originally Posted by estaticxalde
Im sure that if she where to take the 5 minutes it is to locate her charger, she would have not driven to my store to buy a charger for 30$ , also a main selling point in california is that starting next july police will start ticketing drivers for talking on their handset without a headset of some sort, her phone obvioul would not support current bluetooth headsets.
And i migh be mistaken but the link you show has no link to car chargers... |
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Originally Posted by BillPinga
I had a customer come in the other day wanting to know why his battery life is not consistant. He tells me he's Dr. So and so and he wants to know the exact number of hours his battery will last. I tell him it depends on how long he is on the phone, the amount of service he has, the backlight of his phone, the amount of time his phone remains open, his charging habits, data habits, camera habits, and speakerphone habits amongst other things.
He tells me that he is a logical, math-based person with a physics degree so he doesn't want the run around, he wants answers. As a well educated man he doesn't understand how when he plugs his charger in for 5 mins and takes it off the battery indicator shows full. I ask him if it then goes down quickly after a few minutes. He says sometimes so I procede to tell him the battery is lithium-ion which is a (He interrupts me and tells me he knows more about gasses than I ever will... which i'm sure he does) gas and that when you plug a charger in the gas gets excited and fills up the whole area. When you unplug the charger the gas needs time to settle down to get a proper reading. He tells me I am wrong and that if things were this unreliable in his practice people would be dying. I tell him "sir, I have explained to you what you can expect out of the battery and does he have any other questions?" He then asks me for the number to the battery testing department so he can get more information. I told him it was 611 from his phone and to have a nice day. |
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Originally Posted by BillPinga
He says sometimes so I procede to tell him the battery is lithium-ion which is a (He interrupts me and tells me he knows more about gasses than I ever will... which i'm sure he does) gas and that when you plug a charger in the gas gets excited and fills up the whole area. When you unplug the charger the gas needs time to settle down to get a proper reading. He tells me I am wrong and that if things were this unreliable in his practice people would be dying. I tell him "sir, I have explained to you what you can expect out of the battery and does he have any other questions?" He then asks me for the number to the battery testing department so he can get more information. I told him it was 611 from his phone and to have a nice day. |
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Originally Posted by zenrandom
Well technically, you were wrong, Lithium Ion batteries are not gas. They are more liquid/gel depending on the technology they are using.
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Originally Posted by russgm
F.Y.I.
My high school chemistry class taught us that Lithium is a metal (Li, 3). Cheers! |
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Originally Posted by PPCMD
The site in question did have motorola car chargers on it, they would need to type in motorola car charger and voila. Not trying to be a smart but the site is correct.
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Originally Posted by Wonwad
Yay! Finally had someone come in and ask us for a battery for their corldless phone because "it was AT&T".
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Originally Posted by cingman66
Not trying to be a smart@ss either, but does anyone really think that allowing a customer to purchase a car charger for a 3-4 year old phone rather than upgrading to a new phone for the same, if not less, money is a good idea? I think we would be doing a disservice to the customer if we let them go that route. Not only is the phone 3-4 years old, but so is the battery...so it is a waste of time and money to just buy a car charger that you will need to use every day since the old battery will not hold much of a charge anymore anyway.
So now can everyone see how a "Sales-person" is not just a "sales" person? (This means you Sonix) |
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Originally Posted by cingman66
We get those people at least once a week...ever since the new AT&T signs were installed.
Also, we get alot more cash payments on bills, and when the customer hears about the $2 "convenience fee" they get a special kind of pissed. They think we are making it up. Listen, if I was going to make up a fee for taking payments by cash, it would be a lot more than $2! |
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Originally Posted by cingman66
Not trying to be a smart@ss either, but does anyone really think that allowing a customer to purchase a car charger for a 3-4 year old phone rather than upgrading to a new phone for the same, if not less, money is a good idea? I think we would be doing a disservice to the customer if we let them go that route. Not only is the phone 3-4 years old, but so is the battery...so it is a waste of time and money to just buy a car charger that you will need to use every day since the old battery will not hold much of a charge anymore anyway.
So now can everyone see how a "Sales-person" is not just a "sales" person? (This means you Sonix) |
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Originally Posted by dolphin10
I had a guy come in and want to cancel a line on his two line family plan. I directed him to customer service. He also asked if he could just use the one number he wanted to keep on both phones and keep both phones active.... hmmm.... now that's cheap
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Originally Posted by cingman66
We get those people at least once a week...ever since the new AT&T signs were installed.
Also, we get alot more cash payments on bills, and when the customer hears about the $2 "convenience fee" they get a special kind of pissed. They think we are making it up. Listen, if I was going to make up a fee for taking payments by cash, it would be a lot more than $2! |
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Originally Posted by ATnt-RSC
You can probably tell how this went downhill from there.
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Originally Posted by SmokinTrickster
OMG, please explain in detail what happened.. as it went downhill.
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Originally Posted by ATnt-RSC
The customer waddles into store with her equally round boyfriend, husband. There is a line of people ahead of her. I'm just finishing up my customer, thanking them for their business. She sees that I'm open and walks right up disregarding the half dozen people ahead of her, again trailing her man behind her. She slams her phone on the desk saying it doesn't work. I reply "I'm sorry to hear that. However, there are other people who were here before you that have equally pressing problems. Please sign in and someone will be happy to help you when it's your turn" in a tone right out of Cingular U.
She spits out, "My phone is broken and you have to fix it". Again she slams the phone roughly onto the desk. I reply, still politely, "you'll have to wait your turn." and I start heading for the checklist. Again, she spits "No!" and slams the phone a few more times (like a caveman trying to crack open an egg) but I ignore her and help the next person in line. As luck would have it, when the list is gone through, I ended up with caveman and woman. She had talked to the trainee who was doing basic triage, who suggested I should look at her warranty status and make a call to XBM. Fair enough. The woman glares at me and then slams the phone down very hard one last time. It cracks the case and shatters the LCD. She wants the warranty information. I tell her, as polite as ever, that her repeated abuse of the phone in the store had just voided her warranty, and now she'd have to purchase a replacement. You can probably tell how this went downhill from there. |
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Originally Posted by SmokinTrickster
Another one,
Customer comes into the store, complaining their daughters phone is not working, and that she has to have it for tonight because it's friday and she goes out on friday. I think her daughter was like 16 or 17. She wasn't in the store, but I remember selling them the phone. Anyway, I pick up the phone and try to power it on, it won't. I ask if her daughter got the phone wet or dropped it in water. "No, ofcourse not. She takes care of her phone and would have told me if she did. She said it just stopped working. Now are you going to fix it?" I remove the battery cover, take out the battery, and literally, SHAKE water out of the phone onto the counter. The red dot is falling off because it is so soked. She just picks up her phone, battery, and cover and walks out talking about how she's going to ground her kid. |
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Originally Posted by Wonwad
It's just annoying when customers swear up and down that they never wet the phone, when in fact they did.
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Originally Posted by SmokinTrickster
OMG, please explain in detail what happened.. as it went downhill.
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Originally Posted by classylady78
I hope you commented the heck out of her account. I have had people break defective phones right in front of me as well. IDIOTS.
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Originally Posted by Wonwad
It's just annoying when customers swear up and down that they never wet the phone, when in fact they did.
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Originally Posted by Wonwad
It's just annoying when customers swear up and down that they never wet the phone, when in fact they did.
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Originally Posted by anubis9278
yeah, i like it when they tell you it was dropped in the toilet, after they handed to you of course.
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I have never been so grossed out in all my life. And I "know" it was pee because it was yellow and sticky and smelled like pee.
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Originally Posted by i880/8525junkie
Couple comes in store...Boyfriend has Bad breath....after ten minutes....I blurt out..Can u actually kiss him with that kind of bad breath?!?!
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I asked her why she was buying a Krzr in the first place, since I had already told her how bad a phone it was, and why she just didn't keep the V3 she had from us. She said that her husband like the Krzr better. At this point, I was a little pissed off because the customer basically lied to me when she left the first time, stating that she just wanted to return the V3 because her husband liked the Krzr HER SON HAD ALREADY BOUGHT HIM better...so I tried to convey this without swearing. I told her that I had no ability whatsoever to change contract dates (thinking to myself that if I did have that power that I would have absolutely no reason to ever call CS again, as I would be upgrading every single customer that walked through the door...but I digress...), and that even if I could, I wasn't going to. She was puzzled by my response. 
Now I am a bit confused because I couldn't believe she was actually giving me another chance to put her into a phone, after the way I have been speaking to her...but I push on and tell her that the Nokia 6555 would be the best option if she wanted a phone similar to the Krzr that actually worked. She asks if I could hold one for her, as she was going to come back and buy the Nokia later that night. 
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Originally Posted by cingman66
Had a customer upgrade to a V3 on Sunday, only to return the phone on Tuesday with this explanation:
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Originally Posted by CellOne508
The real problem in this scenerio is not the customer as they will go to wherever they can get there equipment at a lowers cost, the problem is that AT&T allows ------! Wally World to sell our equipment at less of a cost than our own corporate locations, LORD THIS PISSES ME OFF at 8:30 AM!!
Cellone508 |
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Originally Posted by cingman66
Ever have someone come in with a POSITIVE story regarding a purchase at Walmart?
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Originally Posted by SmokinTrickster
I hope you mean "V3xx". The V3 is a POS as well. Atleast the last few we ordered. *shrugs*
I like the Nokia 6555 also, it kicks ***. |
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Originally Posted by cingman66
My problem with this customer wasn't with the type of phone she was going to buy so much as it was with the fact that she could have just exchanged the v3 with me in the first place, rather than lying to me and going to a different store.
I agree...the v3 is a crapfest. But so is the Krzr, and the 6555 was the better deal (and cheaper for her, too.) And to make matters worse, the customer just called me to tell me that she saw the 6555 on-line for $40 cheaper than I sold it to her and wants me to refund the difference. Beautiful. A pain-in-the-@ss liar to begin with, and now I have to add cheap to the list. |
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Originally Posted by cingman66
AT&T doesn't give a rat's @ss if Walmart makes any money on the deal...they still make money when Walmart buys the equipment and again when the customer starts paying their bill. It's Walmart that pisses me off in this scenario...they are willing to LOSE money on the cell phone deal because they know that they are just getting additional customers into the store who will probably spend money somewhere else in the store as well.
But I guess being pissed at AT&T is fun, too...as they shouldn't allow Walmart to sell their product in the first place because it damages their reputation. Ever have someone come in with a POSITIVE story regarding a purchase at Walmart? |
no ma'am, (insert bogo explanation here AGAIN) then she says well just give me one of them and i will give her my 6085. 
i said excuse me? she goes, "yea, they said i could exchange within 30 days." ..... she had such a serious look on her face that i really had to actually speak the following words... 'riiiiiaght, an exchange means you GIVE ME back THAT PHONE and i give you a different one...that would be the definition of EXCHANGE." i still cant believe that i actually had to explain it, like she never exchanged anything at the getto walmart before. ARGH!!!!!!!!!!!!!!!!! At least she left.
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Originally Posted by cs7213
It seems to me like the people who expect to receive a free phone because they have been with the company since 1912 and don't receive it but go with the cheapest phone possible are the biggest ***holes when it comes to their issues. Whereas, someone who owns a Palm, Blackberry, etc. having an issue is usually calm, sensible, willing to wait in line, and understanding of the situation.
I had an old lady in the other day who heard about free V3's online. Of course this is after a $50 MIR and the old software. I finally told her I could cut her a deal for the newly updated V3 for $50 after MIR. So I told her to go ahead and pick out the color while I ran this by my boss (I really went out back to smoke). Come back in and told her the "good news" and she decided on a red one. I had to explain to her that's the V3xx and would cost her $120 more. She did not understand this. I went into great details about all the smallest of things that were different. She still didn't understand because they both said razr. I compared it to a car and the different engines it may have in it. After about 30 minutes she decides she's just going to "Get the red one online for free." ARGH!!!!!!!!!!!!!!!!! At least she left. |
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Originally Posted by cingman66
Quick Hit for today:
Guy comes in and asks if he can switch to AT&T from Cingular to get 4 free phones. He just got 4 upgrades 6 months ago when we were Cingular, so he thinks he can now switch to AT&T and be considered a "new" customer. It took me 4 attempts to make him understand just how wrong he was. True story. |
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Originally Posted by JP Whoregan
Again, what makes these people think they're so damn slick? They know damn well why they can't "get a deal" just because Sprint bought Nextel. They know damn well their contract is still in effect. They're grown freaking adults, yet they come into your store and stammer like a child because they think we store reps are ignorant fools who can be easily exploited or manipulated, and then they get irritated when it turns out we're not as ignorant as they expected us to be.
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Originally Posted by fusiclover
I know! I hope you guys don't mind, but I thought I'd share this with you.
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We're all stuck in the same boat doing the same job, just doing it for different corporate masters.
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Originally Posted by i880/8525junkie
I had the same type of situacion...and it almost burned me at first. customer upgrades to a Nokia N75. When I go to turn on his phone...I'm confused...I'm holding the red end cal button yet it won't turn on (almost all phones are turned on this way) so I look all around the phone...I finally found it on the top of the phone (when the flip is closed). I turn it on and send him on his way...He comes back in 45 mins saying "yo dawg, my phone won'* turn on no more" I show him how to do it..he's like "I must look like a *******"..I jus smiled...I ALMOST was the dumbas
A story: I got my tilt. Everything is great. They replaced my 8525 through waranty exchange. Yay for me...a free tilt right? They sent me a T-Mobile V3 RAZR charger. SOmeone explain to me WTF is that kind of charger doing in a brand new box for the Tilt? And so I gotta go to the closest AT&T Store and get my charger exchanged. I got CS to add the notes to my account. Hey JP, this IS an exception to the rule of coming to a store to fix an online problem rite? ooo and jus to keep it kosher, my 8525's screen started getting Purple blotches on it. It was time to replace it. |
like im some damn mind reader that knows what the first 6 digits are or they actually still think that there is only one local exchange and i MUST know what they mean.....retards
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Originally Posted by CellOne508
I totally agree JP, I had a middle age fellow come into my store telling me he was having problems shopping on the web, so I looked at him and asked why? He stares back at me wondering why I am asking him a question he just told me about, he says " what do you mean" I cannot place an order for an add a line to my account online through your web sight. So I repeat so why are you having problems shopping on the web, he is now really confused so I take pitty on the poor sap and let him off the hook by adding, why would you be shopping on the web, rather than coming into a store? He smiles and says, "why not its cheaper," I smile back and say OK, insert five seconds of silence, and then he says the problem I have is that I think my family plan is older and it wants me to change it to a current plan, but it won't give me an option to change it, can you change it for me in your system and then I can complete it online? I smile at Mr Internet shopper and tell him no I can't, but you have yourself a very nice internet day. crying: |
How many of you have heard this gem: "I am having problems with this phone that I purchased from you guys." "Ok, so you bought your phone HERE?" "Umm, no...I bought it from another store...but you're all the same, right?" 
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Originally Posted by PPCMD
Customers are trained to buy online and goto the store for help ...
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Originally Posted by OutPhase
That's what CSRs try to tell them. It's not always their fault they don't know, but CS shouldn't propagate the problem.
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Originally Posted by NukuCamui
I hate it when CSR's dont give the customer all of the options. I really dont think half of them know they can order upgrades over the phone.
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Originally Posted by holaDude
Sad to say that most people just ask if the phone is free in the store. I tell them that it is possible that it may be free if they add on additional features or accessories, but that I cannot promise as I do not have store prices available. They usually say that they would |