vB Easy Archive - Approved for "STD Upgrade"

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Approved for "STD Upgrade"
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Posted by: chargebk

How many AGENT reps have seen C/S approve customers early... prior to the NEW 18 month policy for a STD upgrade only to have the CC rep process the sale as an exception.... ?

Let me do the math Compensation is from NEAST REGION

RAZR $260 Cost 2 yr STD up Ftalk $120 comp Retail $149 profit $9 WOW NOT!
RAZR $260 Cost 2 yr Excpt up Ftalk $45 comp Retail $149 profit $-66 ouch!!!

Keep in mind the customer has been told they would get 2 year pricing at the retail location just to explain the 2 yr price in the exception example.

Anyone have feedback or similiar experiences?

Posted by: brokendream78

We have had two standard upgrades in the last week that we had to call c/s and get pushed through. Both were about a month from their actual standard upgrade date...and both had excellent payment history. When did this 18 month Policy go into effect? I have not seen any info on the CSP or anywhere else about it.

Posted by: thejlw

I would think an STD upgrade would suck. How does that work exactly? Is that like going from Herpes to HIV? Or would that be a STD downgrade? I mean in all reality I would rather go from HIV to Herpes. Going from Herpes to HIV would be a STD downgrade I would think...

Posted by: chargebk

It may be a market based decision to offer the 18 month upgrade. The bigger problem is when C/S is approving them for a STD but process as an exception. We are losing our shirts on these deals.

Posted by: cingman66

Quote:

Originally Posted by chargebk

It may be a market based decision to offer the 18 month upgrade. The bigger problem is when C/S is approving them for a STD but process as an exception. We are losing our shirts on these deals.

Dude, you got screwed! But unfortunately, this happens alot. The problem is that the "lingo" differs between agents and CS. They think an "exception" is when they make an exception to do the upgrade earlier than the 18 months...they have no idea about our comp on the 2 different types. Plus, we are one of the only markets to get paid comp on an exception upgrade. All the other markets get squat unless it is a "standard" upgrade. They also think that putting "notes" on the account stating that we should get paid on a standard upgrade actually means something. We used to call CS to get them to put the note in, then call C&A to get them to complete the supposed standard upgrade--they even tell us that it is a standard--only to find out after it is completed that the dreaded "XCPT" SOC code has been attached to the deal. Net result--we get screwed. The only way to be SURE that you are getting standard pay is to do the deal yourself in POS. But that entails getting the CS rep to change the contract date in POS for you to today's date--something only 1 in 5 reps actually know how--or are willing--to do. You may have to call back several times to get a rep that will help you. Don't let them fool you by stating that it will be a standard upgrade...you have to process the deal yourself to be sure.

At least we have the option of doing an "exception" for the customer...be thankful for that. Most markets end up selling the phone outright or losing the deal. Just another example of the "seamless experience" that we are supposed to provide being anything other than seamless. So much for the Customer Rules...

Posted by: sheila627

AMEN I am in the Northwest market we pay $280 for the razr and only get $100 on a new add a line

$280 razer new add a line $100 price is $149 = -$30 on a new line not even going to the up grade so basically what is cingular doing to their agents

Posted by: cingman66

Quote:

Originally Posted by sheila627

AMEN I am in the Northwest market we pay $280 for the razr and only get $100 on a new add a line

$280 razer new add a line $100 price is $149 = -$30 on a new line not even going to the up grade so basically what is cingular doing to their agents

You really want an answer to that, Sheila? Just make sure you get the family-size jar of vaseline when you head to work in the morning.

Do what we do--The only way we offer advertised price is on rate plans of at least $39.99 and up. If a family member wants to "add-a-line for $9.99," tell them that they do not qualify for the promotional pricing on the RAZR...instead sell it to them for $199. Then, of course, throw on the Media Basic, add $10 for a SIM card and net yourself $70 and call it a day. Cingular advertising states that promo pricing is available on "NEW, 2-year plans starting at $39.99 and MAY require the activation of a qualifying data package." The SIM card was just my idea.

Posted by: AMSguitarist

Didn't you know that there are backend spiffs for these promotions? For every V3 we sell, we get an $85 spiff to help recoup the costs of the promotion.

Posted by: cingman66

Quote:

Originally Posted by AMSguitarist

Didn't you know that there are backend spiffs for these promotions? For every V3 we sell, we get an $85 spiff to help recoup the costs of the promotion.

$85?!!? We only get $35...what market are you in?

Posted by: chargebk

Its beyond any spiff. Its the inconsistent message sent from all dept..... And the irrefutable proof Cingular is taking from all of us! Agents and COR employees!

Posted by: Alfred_Neuman

meh, i decide when to do an exception upgrade for customers.