vB Easy Archive - telesales people

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telesales people
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Posted by: Alfred_Neuman

for the last time, corporate owned stores CANNOT return NOR exchange phones/accessories that YOU BILLED th the MOBILE ACCOUNT.

we dont use compass. we dont use telegence stand alone. most of us use OPUS now. OPUS WILL NEVER have the same ability as compass and even then, we cannot do it.

why did i make this thread? because i had to argue with a telesales rep who had an attitude( and did i put him in his place). lady was po'ed enough that she basically was leaving cingular, but i managed to get her to stay with us and return the tmobile phones.

i swear id like to slap some of those telesales reps.

and thats my rant of the day thank you very much.

Posted by: spartacus13b

I would like to slap most of the telaselase people that I talked to.... They try to make us fix their effin crap that they screw up...

Posted by: suicidal2af

Quote:

Originally Posted by Alfred_Neuman

for the last time, corporate owned stores CANNOT return NOR exchange phones/accessories that YOU BILLED th the MOBILE ACCOUNT.

we dont use compass. we dont use telegence stand alone. most of us use OPUS now. OPUS WILL NEVER have the same ability as compass and even then, we cannot do it.

why did i make this thread? because i had to argue with a telesales rep who had an attitude( and did i put him in his place). lady was po'ed enough that she basically was leaving cingular, but i managed to get her to stay with us and return the tmobile phones.

i swear id like to slap some of those telesales reps.

and thats my rant of the day thank you very much.

o_O We can exchange and return anything from a company owned channel now, according to CSP...

Posted by: tendura

Quote:

Originally Posted by suicidal2af

o_O We can exchange and return anything from a company owned channel now, according to CSP...

We can't do returns on B2B items though. At least, that's what I was told.

Posted by: Alfred_Neuman

Quote:

Originally Posted by suicidal2af

o_O We can exchange and return anything from a company owned channel now, according to CSP...

again not when its BILLED to the mobile account.

Posted by: tendura

Quote:

Originally Posted by Alfred_Neuman

again not when its BILLED to the mobile account.

No man.. I'm not trying to argue, but I was told by more than one manager that regardless of how something was paid for, if it went through b2b, we are not to touch ANYTHING. returns, exchanges, rate plans, features, NOTHING.

If I'm wrong, then I apologize, but this is something that has come up more than once around here, and we were told to refer them back to the business group.

Just telling ya what I was told. If we actuall CAN help folks out with exchanges and whatnot, it would make things a lot easier on our b2b customers.

Posted by: Imari

Per CSP:

In cases or DOA/Wrong Phone Shipped or escalated situation, Direct Fulfillment orders can be returned at company-owned retail locations when accompanied by a receipt and the original packaging.

Posted by: aaadock

Quote:

Originally Posted by Imari

Per CSP:

In cases or DOA/Wrong Phone Shipped or escalated situation, Direct Fulfillment orders can be returned at company-owned retail locations when accompanied by a receipt and the original packaging.

yep..

we do..

if they billed to act.. they can and do recieve a "credit note" in opus.. < they must of course have that "invoice" that comes with thier stuff>

we are the end all be all .. catch all , stop all ..

if you are being told NOT to do something that CSP says we can and MUST do..

do yourself a favor foward that email or voice mail that says not to do it to your complaince line or HR dept..

we had that here.. where our managers and thier managers said we were not to do certiain things... that stoped FAST ..

it makes us look bad and your job harder..

Dont make the job harder for yourself..

Posted by: tendura

Thanks for the info.

Posted by: NukuCamui

I just love it when telesales tell people that theyre getting something for free (like their phone or act fee waived) and NEVER NOTE THE ACCOUNT. I know every dept has folks like that, but sheesh, we seem to have a HUGE problem with telesales as of late.

Posted by: Imari

Telesales get's paid on a "conversion" basis (Sales to number of calls ratio) Therefore, alot of times, a sales rep will tell a customer what they want to hear to get a higher conversion rate.

So in reality, you ought to blame Cingular. Even good reps can be blamed with some of these "underhanded" selling tactics due to the pressure put on them to SELL. When you need to keep your job, you'll do whatever it takes.

Posted by: JDScott302

I hate when telesales or cs tells a customer that they are elidible for a free upgrade when

1. Our market does not offer a free phone hardly anymore
2. If we do have a free phone then it is definately after rebate. Which just upsets them more.
3. You ALWAYS have to pay an upgrade fee.
4. They say just go into anywhere that cingular is sold get you can do it.

People take what telesales and cs is as if it was going to be written in the bible and half the time they dont know what they are talking about.

Posted by: BellaDea

Quote:

Originally Posted by Imari

Telesales get's paid on a "conversion" basis (Sales to number of calls ratio) Therefore, alot of times, a sales rep will tell a customer what they want to hear to get a higher conversion rate.

So in reality, you ought to blame Cingular. Even good reps can be blamed with some of these "underhanded" selling tactics due to the pressure put on them to SELL. When you need to keep your job, you'll do whatever it takes.

I may not be in telesales but I totally disagree with this. there should NEVER be an excuse to lie about services and screw over customers. when that happens it can increase churn % and also charge back the rep. if you need something to help increase sales, play with phone prices.... don't lie.

second, no matter where the sale is from, the store is required to honor the 30 day policy and do exchanges and returns. the customer however is required to bring the packing/order slip with them to do this. without it the store cannot to anything. My only request is that having this slip should be told to customers and that without it the store cannot help them.

Posted by: Imari

Quote:

Originally Posted by mo162

Your right, there isn't an excuse. However whereas a Store Sales Rep may have a certain quota PER MONTH they have to hit....no matter how many customers they talk to all that matters is the total the get out in a month. Sales is based on a number of calls vs. number of sales ratio....so every customer that calls that DOES NOT BUY really hurts them. So I stand by what I said earlier....if I was in that kind of a situation and I had to pay the bills....I'd do what it took.

Posted by: BellaDea

Sorry, I still can't sit on the same side of this argument with you. though we do have a monthly quota for activations, we also have quotas that are based on the amount of people we talk to vs the sales we do for anyone. There's a traffic counter that they base this off of (along with ANY transaction done. plus the traffic counter includes employees walking in and out or around the counter itself). I understand somewhat the pressure but by lying to a customer about what cingular offers them you go against the 4 R's (cheesy, I know), and give the stores a lot of headaches hence the reason stores are constantly complaining against CS and telesales.

Posted by: Imari

Did I ever say LIE??? No, I didn't. The biggest things I would be refering to would be omitting certain info rather than straight lying about it. Like the activation fee's....nobody wants to hear that we are charging an extra $36 dollars for basically NOTHING. That's quite a bit of money.

Also, IMO, how many times when somebody comes in and says I bought my phone through telesales and they told me (insert promise here that is totally off the wall).

It's as much the CUSTOMERS lying and trying to get out of paying things as it is the reps misinforming customers. Also, in telesales, the largest chunk of our sales comes from preapproval letters that we send out that already has alot of the T's & C's on them.

For instance:

Customer: The sales rep didn't tell me I'd be charged for this phone, they said it was free!!!

Me: Did you receive a preapproval letter from us?

Customer: Yes.

Me: Well then it already tells you on the letter that that phone is free AFTER MAIL IN REBATE.

Alot can be handed to sheer customer stupidity and/or trying to weasel out of stuff.

And if cingular cared so much about the 4 R's, they would make it a point that the sales reps did go specifically over all the T's & C's. But cingular knows the same thing that the sales reps do. That would scare away more sales than it would be worth. So until cingular cares about the 4 R's themselves, don't expect sales reps too.

Posted by: BellaDea

i know customers have a lot to do with the crap going on but omitting is the same as lying about it. maybe I don't agree because I do tell EVERY customer about activation fees and not one cancelled because there was an activation fee. People sell to people assuming they are like themselves. "if i was told there was an activation fee I wouldn't sign up so I'm assuming the same as other people". and yes, we do get a lot of broken promises from care in the store. I'm not saying you personally (cause I don't know you) but just giving my opinion and experiences in the matter. there's going to be problems on both ends, telesales and store reps, it doesn't mean there are excuses for them.

Posted by: Big Mike

I love reading all you store reps whine about doing your job. Not all telesales reps lie to customers. In fact, I'd be willing to bet that less than 5% of us lie to to the customers. We are constantly going against the 3rd party websites, and silly corporate policy regarding billing to account and shipping, our hands are basically tied in alomost every aspect of the job besides talking to the customer. We are told that activation fee cannot be waived, period. Every company has an activation fee, so do we, deal with it. And how many times have us telesales reps set up a line for you out of your market, do your entire job for you (except read ourselves the IMEI number), and then you turn around and steal the sale. It is widely known that store reps are known to do this, anbd do it as often as they can. This might be a large reason you all get an attitude from us. If you think about it, a good call center rep can bring in more sales themselves, than an entire group of stores combined. So cingular knows who makes them more money in the long run, you should just be happy that Cingular has made the mistake of opening stores so store reps can ruin the populations' view on Cingular service. Deal with the telesales people, we are here to stay, and we are not the root of all evil as we are perceived by all you negitive store reps.

Posted by: BellaDea

lol.... I'm not saying that all telesales reps are works of the devil..... just the people that lie to other customers to get the sale. "screw the customers, at least I'm getting my money..... even if it is temporary". these people are in every aspect of the business and I don't care where they are in cingular, they just need to grow some balls and not be afraid to tell customers the truth. as you stated Big Mike... everyone has an activation fee, deal with it and tell the customer. most of the customers are not going to care.

as far as telesales setting up out of market, if I didn't have to call you to do it I wouldn't. If cingular got their stuff together and approved us for out of market then great! we wouldn't have to bother you guys at all.